Proposed moving home process guidance

Consultation description 

We are consulting on proposed changes to the deemed contract guidance, to help suppliers achieve good customer outcomes during the home moves process. 

As part of the deemed contract process a supplier may switch a smart meter in a property into a smart pay as you go mode, known as smart PAYG. They can do this when a customer tells them they are moving out but not contacted by a new customer. 

The proposed guidance sets out when and how suppliers should use this process. It aims to reduce the risk of energy debt building up where there is no named account holder, while making sure appropriate consumer protections are in place. 

The consultation asks for views on parts of our proposed approach, including: 

• when a supplier may remotely switch a smart meter to smart PAYG mode as part of the home moves process 
• how suppliers should assess site and customer suitability before making a remote switch 
• what and how suppliers communicate with new customers 
• mechanisms for customer protection, including a grace period after the switch is made 
• how we will monitor customer outcomes from this process

This consultation is part of our work to prevent energy debt from building up and improve outcomes for domestic consumers. It is our next step after our tackling energy debt when moving home call for input. 

Who should respond 

• Domestic gas and electricity suppliers 
• Consumer groups and charities 
• Landlords and housing associations 
• Advice organisations 
• Organisations representing consumers in vulnerable circumstances 
• Smart metering and prepayment meter stakeholders 
• Organisations with an interest in domestic retail energy debt 

How to respond 

Submit your response by 9 December 2026 by emailing debtstrategy@ofgem.gov.uk.