Energy consumer outcomes: proposed implementation

Consultation description 

This consultation asks for views on how outcomes-based regulation can be put into practice in both the domestic and non-domestic supplier retail markets. To implement an outcomes-based approach, we need to update both our rules and how we regulate.

We want feedback on our proposed changes to how we regulate. Specifically, we want views on:

• how we monitor real-world consumer experience
• how we communicate our expectation to people within the energy industry and consumer groups
• our compliance and enforcement activities

To introduce the outcomes, we will make rule changes in phases starting with billing. We want to hear your views about changes to our billing rules, and how we monitor consumers’ experience of billing.

The supplier Guaranteed Standards of Performance (GSOPs) set minimum supplier service standards, with consumers automatically compensated if these are not met. In this consultation we clarify the role of GSOPs in achieving good outcomes. We would also like feedback on proposed specific changes to how the GSOP payments are designed, for example, potential inflation linked uplifts and provisions for repeat compensation payments for the most serious breaches.

Who should respond

• Domestic energy suppliers
• Non-domestic energy suppliers
• Consumer groups
• Trade bodies
• Any other interested industry parties

How to respond

Submit your response by 22 July 2026 by emailing FutureConsumers@ofgem.gov.uk.