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Service level agreements


  • Kensa will respond to non-urgent enquiries/emails within 24 hours, and urgent enquiries/emails within 4 hours

  • Kensa will resolve complaints within a maximum of 5 working days

  • For complex works (e.g. large meters, when purging is required, complex site conditions) quotations will be provided within a maximum of 5 days

  • Post completion work reports and meter information will be supplied with 48 hours of job completion

  • All  site visit timed-appointments will be made in conjunction with the client's appointed operative

  • No meters will be removed without the prior permission of the client's appointed operative or energy supplier

  • All Kensa operatives will be  fully trained and competent to undertake the required works

  • Any removed gas meters will subsequently be made available to the asset owner for collection for a minimum of 30 days after the date of notification, inline with mamcop regulations 

Standard Terms


  • If planned work is cancelled within 24 hours of the scheduled date a cancellation charge of half of the standard removal fee will fall due

  • If planned work is cancelled earlier than above, it will not attract a cancellation charge

  • Each appointment is scheduled for 1 hour, and additional time  our operative spends on site will be charged at current rates

  • Kensa will issue invoices not later than 15 working days  after the end of the month in which  the works were carried out

  • Kensa payment terms are 30 days following dispatch of their invoices (normally sent via email)

Good to know...

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