Ofgem has decided not to penalise any of the Distribution Network Operators (DNOs) for network connection issues over the past year.
The regulator has issued an update on the Incentive on Connections Engagement (ICE) programme, which looked at how the DNOs have delivered for larger connections customers in particular.
It found that most customers were satisfied with the performance of the DNOs and that while there were some areas of concern, feedback had largely been positive. Therefore, it has decided not to consult on potential penalties.
The decision was taken after considering submissions from DNOs which proved they had engaged effectively with connection customers; developed plans which adequately address all reasonable requests and delivered on these.
The concerns raised were around the following areas:
- Lack of notification on ICE plans
- Difficulties signing up for communication
- Request for additional engagement methods – Ofgem pointed to demand for areas such as webinars and social media as points of communication
- More quantitative outputs – some stakeholders said DNOs had not provided quantitative KPIs in their ICE work plans with outputs seeming vague or generic
- The connections process