Reviewing the supplier Guaranteed Standards of Performance (GSoP)

Details of outcome 

We received 35 responses from industry participants, suppliers, consumer bodies, charities, industry bodies, and members of the public. 

Based on the feedback received we have decided to better align the review of Guaranteed Standards of Performance with the Consumer Outcomes work. There were concerns that the move to outcomes-based regulation would not be successful if changes were made to the supplier Guaranteed Standards of Performance separately. 

We are consulting on a policy to implement the first consumer outcome for energy billing. The consultation also includes an update on our review of the role, scope, design and operation of the Guaranteed Standards of Performance. Read details and respond to our consultation about Energy consumer outcomes: proposed implementation.

Read the full outcome

Original call for input

Call for input description 

The supplier GSoP sets minimum standards of performance that all suppliers must meet for specific services, or pay £40 automatic compensation to affected consumers if they fail to do so. These minimum standards are set out in regulations separate to our supply licences and have not been fully reviewed since 2015.

Our call for input seeks views on our initial thinking on four main areas where change may be required to improve the effectiveness of the supplier GSoP, which are:

• the role that the GSoP plays as part of our wider approach to supplier regulation and use of other regulatory tools, such as the supply licence
• the scope of supplier activities and groups of consumers that are covered by the GSoP protections
• the design of the individual minimum standards that make up the GSoP, including their payment levels, performance targets, and valid exemptions
• the operation of the GSoP in practice, including consumer awareness, supplier compliance and Ofgem’s monitoring

This review will both inform and be informed by our progress on developing and implementing our Consumer Outcomes.

Read our Consumer outcomes call for input. 

We are keen to receive feedback from stakeholders on both of these documents and welcome stakeholders to submit a joint response to us through the Future Consumers inbox.

Who should respond

We would like views from people with an interest in the retail market or consumer protection and particularly welcome responses from:

• consumer groups
• charities
• electricity and gas suppliers
• trade associations

We would also welcome responses from any other interested stakeholders and the public.