The energy regulator has threatened electricity distribution companies with revenue cuts of around £14m if they do not improve customer service.
Ofgem said all of Britain’s electricity distribution network operators (DNOs) may have fallen short of minimum expectations when dealing with customers who request new electricity connections.
“Many of the failings involve poor communication,” Ofgem said. “For example, some customers struggled to get progress updates on their connection requests or found that information they were provided by a DNO was not detailed enough.
“In other cases the DNO failed to explain the cost of reinforcing its network when making quotations for connections work.”
Ofgem added that the cuts in revenues across all six DNO groups in the UK could total £13.9m.
The DNOs, which include UK Power Networks and Northern Powergrid, can now provide Ofgem with further evidence. A final decision will be made by the end of November.