When does an exemption to our guaranteed standards apply?

    The legislation behind the guaranteed standards recognises exceptional events and allows us to apply an exemption, which means that no guaranteed standard payments would be due.
    We will apply an exemption on the basis of severe weather where the number of faults affecting the high voltage network exceeds 13 times the normal operations.
    Other instances when an exemption may apply include when we are unable to access a property or where the customers agrees to the electricity not being restored within the given timescales.