The distribution network operator (DNO) is aiming to cut the average connection time for homes and businesses from 50 days to 42 days across its London, South East and East of England regions. Where the job involves multiple connections, the target is 53 days, down from 62 now. It aims to shorten the wait at the same time as the volume of jobs is increasing by 15 per cent year on year.
UKPN hopes the quicker service will help raise customer satisfaction across the business by 5 percentage points to 82 per cent.
Energy minister Michael Fallon praised the initiative, saying: “Electricity connections are vital for business and the growth of our economy. I welcome UK Power Networks’ move to accelerate its commitment to speed up connection times and drive up customer service – this sends a powerful and important message to its customers that it takes their needs seriously. I now want all network operators to follow UK Power Networks’ lead and bring forward planned improvements to their connections service.”
UKPN plans to introduce an online system for booking and tracking connection requests next summer. Before the next funding period starts in 2015, it is also developing a map to show network availability for those looking to connect wind or solar projects.
Progress in opening up the connections business to competition is slow, however. Regulator Ofgem has set DNOs across the country competition tests to pass in nine market segments by the end of the year. If they fail, Ofgem could refer them to the Competition Commission.
UKPN has yet to pass in four of the segments, including the metered low voltage demand connections it is targeting for faster service. It is the second most advanced DNO, behind Electricity North West.
Mark Adolphus, director of connections at UKPN, said: “At this stage in the process we are pleased with the progress we have made and are considering what further improvements we can make by the end of the calendar year. We have welcomed the introduction of competition into the connections market and are actively supporting companies which want to offer connections services in the regions where we own and run electricity networks.
“OFGEM gave us valuable feedback and we were delighted to hear that we have made substantial progress over the past two years, under new ownership. We will continue to shape our future services to ensure a competitive market brings benefits for all connection customers.”