The Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015

[^key-963bd63058ad62b6d2f8c416071bdfcc]: Words in reg. 3(9) inserted (23.2.2026) by The Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2026 (S.I. 2026/73), regs. 1(1), 4(5)

[^key-92bb5eaca765974becef367101f3d06d]: Reg. 5A inserted (23.2.2026) by The Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2026 (S.I. 2026/73), regs. 1(1), 5

[^key-39aed895f5e10ed72ae83ab8ddb32cea]: Words in reg. 8(9)(a) inserted (23.2.2026) by The Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2026 (S.I. 2026/73), regs. 1(1), 6

[^key-f28a9dc2f6ad66a3490194d60cacc632]: Words in reg. 9(8) inserted (23.2.2026) by The Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2026 (S.I. 2026/73), regs. 1(1), 7

Identification of erroneous transfers

6A

• (1) This regulation applies where a customer notifies their old supplier or their new supplier that the customer believes that they have been transferred without a valid contract with the new supplier.

• (2) This regulation does not apply where a customer is transferred to a supplier appointed by the Authority following a last resort supply direction being given within 20 working days of notification described in paragraph (1).

• (3) Where this regulation applies, the old supplier and the new supplier must within 20 working days of the customer notification, agree whether the customer has been transferred without a valid contract.

• (4) For the purposes of paragraph (1)—

• (a) where—

• (i) the supplier has advised a customer of a particular postal address that is appropriate for receipt of the notification described in paragraph (1); and

• (ii) the customer notifies the supplier of that information by post alone, the information is to be treated as received by the supplier when it is received at that particular postal address; and

• (b) where notification is given to the supplier outside working hours, the period of time within which the individual standard of performance must be completed begins to run at the commencement of the next following period of working hours.

Investigation of erroneous transfers

6B

• (1) This regulation applies where a customer has notified the old supplier or new supplier that the customer believes the customer has been transferred without a valid contract.

• (2) This regulation does not apply where a customer is transferred to a supplier appointed by the Authority following a last resort supply direction being given within 20 working days of notification described in paragraph (1).

• (3) Where paragraph (1) applies, the supplier who initially receives the notification from the customer within 20 working days of that customer notification must take either of the steps set out in subparagraphs (a) or (b)—

• (a) where the old supplier and new supplier have agreed that the customer has been transferred without a valid contract, provide written confirmation that the customer will be returned to their old supplier; or

• (b) provide the customer with a written statement confirming the outcome of the investigations carried out by the old supplier and new supplier.

Resolution of erroneous transfers

6C

• (1) This regulation applies where—

• (a) a customer has notified the old supplier or new supplier that the customer believes the customer has been transferred without a valid contract; and

• (b) the old supplier and new supplier have agreed that the customer has been transferred without a valid contract.

• (2) This regulation does not apply where a customer is transferred to a supplier appointed by the Authority following a last resort supply direction being given within 21 working days of the agreement described in paragraph (1)(b).

• (3) Where paragraph (1) applies, the old supplier must within 21 working days of the agreement referred to in paragraph (1)(b), re-register the customer with the old supplier.

Credit balances

6D

• (1) This regulation applies where—

• (a) a supplier no longer has responsibility for the supply of electricity or gas to the customer where—

• (i) a customer transfers to another supplier under a valid contract; or

• (ii) a supplier’s responsibility for the supply of electricity or gas to the customer has otherwise terminated.

• (2) This regulation does not apply where responsibility for a supply of electricity or gas to a customer transfers (from one supplier to another) without a valid contract.

• (3) Where paragraph (1) applies, a supplier must within 10 working days of issuing a customer’s final bill, or if applicable, corrected final bill, refund any outstanding credit balance to the customer.

• (4) For the purposes of paragraph (3), where a supplier is to issue the refund by cheque, a supplier must dispatch the cheque in good time such that the customer will receive the refund within 10 working days of the issue of the customer’s final bill, or if applicable, corrected final bill.

• (5) In this regulation—

• “corrected final bill” means any final bill issued that makes corrections to the previously issued final bill.

Distributed payments

Suppliers’ payment obligations

Exemptions and limitations to supplier payment obligations

Statement of obligations

Dispute resolution

Amendment of the Gas (Standards of Performance) Regulations 2005

Amendment of the Gas (Standards of Performance) (Amendment) Regulations 2008

Amendment of the Electricity (Standards of Performance) Regulations 2015

Obligation to complete a supplier transfer

6ZA

• (1) This regulation applies where a customer requests a supplier transfer.

• (2) This regulation does not apply where the supplier transfer cannot be completed because—

• (a) the customer notifies the new supplier that they do not wish the supplier transfer to take place;

• (b) a previous supplier transfer is being processed in relation to the same meter point; or

• (c) the customer’s current supplier objects to the supplier transfer.

• (3) Where this regulation applies the new supplier must complete the supplier transfer—

• (a) where the customer has requested that the new supplier begin the supply before the end of the cooling off period, within the period of 5 working days beginning with the day of receipt by the new supplier of sufficient information to—

• (i) confirm the supplier transfer relates to the customer who requested it, and

• (ii) identify the meter point or meter points to which the supplier transfer request relates;

• (b) where the customer has requested a supplier transfer takes place on a date after the end of the period referred to in sub-paragraph (a), on the date requested; ...

• (c) where the customer has existing debt on a prepayment meter and the new supplier agrees to be assigned that debt, within the period of 15 working days beginning with the day of that assignment being agreed between the old and new supplier, but no later than 32 working days from receipt by the new supplier of the information in sub-paragraph (a)(i) and (ii) or,

• (d) where the customer has not requested that the new supplier begin the supply before the end of the cooling off period, within the period of 5 working days beginning with the day on which the latest of the following events occurs—

• (i) receipt by the new supplier of sufficient information to confirm the supplier transfer relates to the customer who requested it,

• (ii) receipt by the new supplier of sufficient information to identify the meter point or meter points to which the supplier transfer request relates, and

• (iii) expiry of the period of 14 days beginning with the day on which the customer and new supplier entered into the contract.

• (4) In this regulation—

• (a) where the customer enters into a contract with the new supplier after 5pm on a working day, a reference to “5 working days” is to be read as “6 working days”; and

• (b) “cooling off period” means the period of time after entering into a contract with a new supplier within which that customer may cancel the contract in accordance with any relevant contractual term or applicable statutory provision.

Avoidance of erroneous transfers

6ZB

• (1) This regulation applies where a new supplier proposes to complete a supplier transfer.

• (2) This regulation does not apply where a customer is transferred to a supplier appointed by the Authority following a last resort supply direction being given within 21 working days of an agreement reached in accordance with regulation 6C(1)(b).

• (3) Where this regulation applies the new supplier must only complete a supplier transfer where there is a valid contract with the customer who is subject to the supplier transfer.

• (4) For the purposes of this regulation, failure to meet the standard of performance in paragraph (3) is determined when the old supplier and the new supplier have agreed that the customer has been transferred without a valid contract.

Identification of erroneous transfers

Investigation of erroneous transfers

Resolution of erroneous transfers

Provision of a final bill

6CA

• (1) This regulation applies where a supplier no longer has responsibility for the supply of electricity or gas to the customer where—

• (a) a customer transfers to another supplier under a valid contract; or

• (b) a supplier’s responsibility for the supply of electricity or gas to the customer has otherwise terminated.

• (2) This regulation does not apply where responsibility for the supply of electricity or gas to a customer transfers from one supplier to another supplier without a valid contract.

• (3) Where this regulation applies in circumstances where a customer transfers to another supplier under a valid contract, the old supplier must within 6 weeks of the supplier no longer having responsibility for the supply of electricity or gas, issue the customer’s final bill.

• (4) Where this regulation applies in circumstances where a supplier’s responsibility for the supply of electricity or gas to the customer has otherwise terminated, that supplier must issue the customer’s final bill within 6 weeks of the later of the date on which—

• (a) the supplier no longer has responsibility for the supply of electricity or gas; or

• (b) the supplier is notified of no longer having responsibility for the supply of electricity or gas

Credit balances

Distributed payments

Suppliers’ payment obligations

Exemptions and limitations to supplier payment obligations

Statement of obligations

Dispute resolution

Amendment of the Gas (Standards of Performance) Regulations 2005

Amendment of the Gas (Standards of Performance) Regulations 2005

Amendment of the Electricity (Standards of Performance) Regulations 2015

Investigation of smart meters not operating as intended

5A

• (1) This regulation applies where a customer notifies their supplier that the customer considers that their smart meter or in-home display is not operating as intended.

• (2) This regulation applies to all smart meters, including those operating as a prepayment meter.

• (3) Where this regulation applies, the requirements on the supplier set out in paragraph (4)(a), (b) and (c) are each an individual standard of performance.

• (4) Within 5 working days of receiving a notification under paragraph (1), the supplier must—

• (a) complete an initial assessment of whether the smart meter or in-home display is not operating as intended;

• (b) where appropriate, take action which will assist the supplier to identify the cause of the smart meter not operating as intended or to identify whether the in-home display is not operating as intended; and

• (c) offer to confirm, in writing, the nature and outcome of that initial assessment and the action taken.

• (5) In this regulation—

• “customer” includes a micro-business customer, except for the purposes of paragraph (c) of the definition of “not operating as intended”; and

• “not operating as intended” means operating in a manner where—the supplier is not receiving remote meter readings from the smart meter, either using the means provided by a smart meter communication service or otherwise;the customer receives an inaccurate bill as a result of the smart meter operating as described in paragraph (a);the in-home display is not displaying accurate real-time information about the customer’s energy consumption, including tariff or expenditure information; orin the case of a smart meter intended to operate as a prepayment meter, the customer is unable to pay remotely in advance for the consumption of gas or electricity through that meter.

Reconnection

Obligation to complete a supplier transfer

Avoidance of erroneous transfers

Identification of erroneous transfers

Investigation of erroneous transfers

Resolution of erroneous transfers

Provision of a final bill

Credit balances

Distributed payments

Suppliers’ payment obligations

Exemptions and limitations to supplier payment obligations

Statement of obligations

Dispute resolution

Amendment of the Gas (Standards of Performance) (Amendment) Regulations 2008

Amendment of the Electricity (Standards of Performance) Regulations 2015