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NEWS: Guaranteed Standards of Performance for Switching – Phase 2

Written by

Jolyon Canlin, Regulations Manager

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On the 12th February Ofgem elected to extend the Guaranteed Standards of Performance for Switching, which will come into force on 1st May 2020.

This follows the introduction of automatic compensation measures for erroneous transfers in May 2019.

Reminder of the May 2019 changes

The previous standards required suppliers to comply with the following:

  1. Agree a switch is erroneous within 20 working days of identifying it
  2. Provide customer, within 20 working days of initial contact, with either confirmation that they will be returned to their old supplier or confirmation of the outcome of the investigation
  3. Return an erroneously transferred customer within 21 working days of verifying the erroneous transfer

What are the new changes?

From the 1st May 2020, suppliers must:

  1. Ensure a switch is completed within 15 working days from contract signature
  2. Ensure that customers are not erroneously transferred
  3. Issue a final bill within 6 weeks of switch.

What do suppliers need to do?

All suppliers should ensure that they are aware of the changes coming into force well ahead of 1st May 2020. Business process will need to be reviewed and the changes will need to be trained out across the operational areas within your business.

What is ENSEK doing?

We are preparing for this by making system and operational changes to reduce the risk of any automatic compensation situations arising. We are currently examining options for delivery of changes and will keep you up to date with the outcomes.

We are also creating new reporting, to ensure that customers are able to pay GSoP payments when required.

If you would like more information on GSoP, support on how to ensure your processes can support this change or information on our new reporting, please contact Jolyon Canlin.