When you're owed £40
| What went wrong | Standard |
|---|---|
| Switch completed late | Within 5 working days of your request |
| Final bill late after switching or moving | Within 6 weeks |
| Credit refund late | Within 10 working days of your final bill |
| Appointment missed | Supplier must keep the appointment it booked |
| Faulty credit meter | Assessment and action within 5 working days |
| Faulty prepayment meter | Within 3 hours on a working day or 4 hours on a weekend or bank holiday |
| Not reconnected after debt disconnection | Within 24 hours of payment or a repayment plan |
| Smart meter wait | Installation appointment offered within 6 weeks of asking |
| Smart meter installation failed | Through something in the supplier's control |
| Smart meter fault | A plan to fix it within 5 working days of you reporting it |
| Compensation itself paid late | Within 10 working days, or another £40 |
The payment is £40 per missed standard. It rose from £30 on 2 January 2025 (Ofgem). The full list is in Ofgem's review of the standards.
How the payment works
Your supplier should spot the failure, work out the payment and send it to you without a claim. It should arrive within 10 working days. Each missed standard earns its own £40, so a late final bill and a missed appointment can mean two payments. Check your next bill or bank account for the credit, and keep your dates and readings.
Smart meter standards
The smart meter standards started on 23 February 2026 (legislation.gov.uk). You receive the £40 automatically (Ofgem). A planned fourth standard, for meters left out of smart mode for 90 days, has not started. Ofgem says it will decide on it in the second half of 2026 (Ofgem decision).
Power cuts
These payments are separate. Your local network operator pays them, not your supplier. Report a cut free on 105. Ofgem lists the current rules and payments on its power cut compensation page.
Not been paid?
Write to your supplier, name the standard, give the dates and ask for the payment. Keep a copy. If it refuses, or doesn't answer, complain and go to the Energy Ombudsman after 8 weeks, or sooner with a deadlock letter.
Frequently asked questions
Do I have to claim the £40?
No. Suppliers should pay automatically. If nothing arrives, write to your supplier and ask for it.
How much is the payment?
£40 for each missed standard. It rose from £30 for breaches from 2 January 2025.
How long should the payment take?
Compensation should be paid within 10 working days. If it is late, the supplier owes you another £40.
Does a smart meter stuck in "dumb" mode count?
Not yet under a guaranteed standard. A 90-day smart mode standard has not started. You can still report the fault, and the supplier must send a plan to fix it within 5 working days.
Who pays for a power cut?
Your local network operator, not your supplier. Call 105 to report a cut.