National Grid has agreed to pay out £3 million to fuel poverty charity National Energy Action (NEA) after failing to meet gas network repair targets.
The grid operator missed its 2013/14 and 2014/15 targets for carrying out non-urgent repairs on three of its four distribution networks.
However no lives were said to be put at risk.
It also failed to meet its customer satisfaction target for the second year, Ofgem told ELN.
Maxine Frerk, Acting Senior Partner – Networks at Ofgem added: “National Grid recognises that it did not have proper management processes in place to meet these targets. National Grid has assured Ofgem that it has taken sufficient action to ensure they can be achieved in the future.
“This pay-out is a signal to all energy network companies that they must meet outputs in their price control and deliver good service for customers.”
National Grid said it takes its performance “very seriously” and is working hard to respond to the challenges.
A spokesperson added: “National Grid is continually working to improve its service to customers and ensure their safety. We have met and exceeded a number of challenging targets, however, there is always room for improvement and in the areas where we have not met targets, we are working hard to improve and make the customer experience better.
“On customer satisfaction, although our performance has improved, we are determined to do better. New processes and training have been put in place to improve our service in response to the feedback that we have received.”