Each year East Midlands Electricity produces a Quality of Supply Report to provide Ofgem, Energywatch, customers and other interested parties with information about the quality of electricity supply delivered in our area.

The following information   highlights some of the top-line findings.

Report highlights

During the period April 2000 to March 2001 we experienced exceptional storms, floods, a fuel crisis and the onset of foot and mouth disease. Nevertheless, we remain on course to meet our targets over the period 2000 - 2005.

We achieved:

• Customers' supply available 99.98% of the time
• 57.1% of our customers experienced no permanent interruptions to their supply
• The average restoration time for customers whose supply had been interrupted was 111.6 minutes. This was an increase compared to the five-year average, partially due to exceptional storms and floods
• Complaints down by 60% - Ofgem received 29 quality of supply related complaints for EME during the year compared to 73 in 1999 - 2000
• Our research shows that 90 per cent of customers remain happy with our performance.

EME achieved an all-time high for customer service performance from the annual Lloyds audit. The audit, undertaken in November 2001, assessed the business performance against the regulatory guarantees and overall standards of customer service.