High SLA scores keep customers happy

Hitting 99% – consistently

Since 2021, our SLA performance has consistently reached 99% every year. This is particularly impressive given that, by the end of 2024, we were managing 49,511 meter points across 8,214 customers, with a total volume of 14,675GWh.

This extremely high level of performance – and consistency – is important to our customers, since it means they get fewer surprises and don’t waste time on preventable disputes. Having an energy partner that doesn’t just respond to issues but stops them from happening in the first place, gives the customer more time to focus on their strategic goals rather than administration.

“Previously, invoicing was messy and new connections had become difficult. The switch to Drax… enabled us to look forward, to plan and do the work we want to be doing.”

Senior Energy Consultant, a leading UK supermarket (In August 2025, ‘The Grocer’ suggested this supermarket was within the top-5 in the UK)

Our SLAs – what’s covered?

While it’s true that SLAs differ between customers, here are some typical examples of the measures we include within our supply and energy services contracts:

Account management

• A dedicated Customer Service Advisor (CSA) takes care of the customer’s account. Their responsibilities range from answering queries promptly to keeping the portfolio up to date and ensuring that invoicing is accurate and timely.
• A member of the Drax Operations team attends a monthly conference call with the customer to report on performance, provide updates about query resolution, and take note of any emerging issues.

Changes of tenancy (COTs)

• We complete COTs within 28 days of receiving notice and bill within the next calendar month.

Registration

• For site additions and new connections, we’ll issue a side letter within 5 working days and 10 working days respectively following a request (so long as the data we get is accurate).
• We’ll issue an invoice as soon as we can following the date of registration/energization. If there are objections to registering the MPAN, we’ll pass them on to the customer within two days of receipt.

Metering

• We deliver readings twice daily, by 1.15pm and 4.15pm, to help customers make more informed decisions about their energy management.

Reports

• We give customers access to Day +1 half hourly (HH) data via an on-line portal, as well as budgeting reports including energy and non-energy forecasts for each site.
• We also provide a market report and customer position report (forward fix/ market position), energy commodity reports, Third Party Costs newsletter, and more.

Products

• We’ll let the customer know if a product could deliver them benefits such as opportunities for revenue generation, process improvement, and cost reduction.

Commercial

• The customer has a dedicated Flexible Contract Trader (FCT) and a named deputy, so there’s always someone on hand to discuss existing and potential energy trades.

Queries

• We’ll deal with issues submitted in writing by the close of business on the following working day after receipt.
• We’ll handle all other queries within 24 working hours of receipt (except weekends).

Billing

• We’ll issue invoices within the first two weeks of the month, and they’ll include accurate rates/charges based on actual meter reads (where provided).
• The customer will be able to access their own account (for all their sites) via our online portal.

We can also establish SLAs relating to the other energy solutions we provide, including power purchase agreements (PPAs), asset optimisation and flexibility, and electric vehicle (EV) services.

“It was really important to start on the right foot and Drax Energy Solutions ensured that happened. The billing process from the first month was smooth and without incident.”

Energy Manager, A North West City Council

Disclaimer

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