Ofgem appoints British Gas to take on customers of Neon Reef Limited and Social Energy Supply Ltd

Press release

Dyddiad cyhoeddi

Sector diwydiant

Supply and Retail Market

Ofgem, the energy regulator, has appointed British Gas to take on supplying Neon Reef Limited and Social Energy Supply Ltd’s combined total of approximately 35,500 domestic customers following their announcement last week that they are ceasing to trade. This follows a competitive process run by Ofgem to get the best deal possible for customers.

Funds that current and former domestic customers of both suppliers have paid into their accounts will be protected, where they are in credit. Domestic customers will also be protected by the energy price cap with their new supplier. 

For existing Neon Reef and Social Energy Supply customers, energy supplies will continue as normal after they were switched over to British Gas on Sunday 21 November.

Customers of both suppliers will be contacted over the coming days about the changes. If customers wish to switch supplier, they can shop around but are advised to wait until the transfer has been completed. Customers will not be charged exit fees if they decide to switch to another supplier.

Neil Lawrence, Ofgem’s director of retail, said: 

“I am pleased to announce we have appointed British Gas for the customers of Neon Reef and Social Energy Supply. We understand that this news may be unsettling for customers, however they do not need to worry. Their energy supply will continue as normal, and customer credit balances will be honoured. 

“Customers’ energy supply will not be interrupted and British Gas will be in contact with customers over the coming days with further information. Once the transfer has been completed, customers can shop around for another deal if they wish to.”

Further information can be found at britishgas.co.uk/solr/neon-reef for Neon Reef customers or britishgas.co.uk/solr/social-energy for Social Energy Supply customers.

  • In an emergency situation:
  • If you have a power cut, please contact 105 to be put through to your local power distributor.
  • If you think you can smell gas or have a gas leak, please contact the 24-hour National Gas Emergency hotline on 0800 111 999.
  • Visit the British Gas website for information on what to do in an emergency.

Notes to editors

  • Neon Reef Limited and Social Energy Supply Ltd customers are being supplied by British Gas as of Sunday 21 November 2021. Accounts will be fully set up in due course. British Gas will be in touch with customers in the coming days.
  • Any questions Neon Reef Limited and Social Energy Supply Ltd customers have should be directed to britishgas.co.uk/solr/neon-reef for Neon Reef customers or britishgas.co.uk/solr/social-energy for Social Energy Supply customers.
  • Funds that current and former domestic customers of Neon Reef Limited and Social Energy Supply Ltd have paid into their accounts will be protected, where they are in credit.
  • Ofgem sets the level of the price cap, which protects customers on default as well as deemed tariffs, twice per year based on the latest estimated costs of supplying energy. 
  • Current and former customers who owe money, or are in debit to Neon Reef Limited and Social Energy Supply Ltd, should wait to hear from British Gas or their outgoing supplier’s administrators.
  • British Gas will be in touch with customers with direct debits to explain how to set up their account.
  • Customers can find support and advice on the Ofgem website, facebook and twitter feed, @ofgem. Alternatively, if they need extra help, in England and Wales they can contact Citizens Advice on 0808 223 1133 or email them via webform, in Scotland they can contact Advice Direct Scotland on 0808 196 8660 or use their online webchat.

More information for Neon Reef Limited and Social Energy Supply Ltd customers can be found on the Ofgem website.

General enquiries (non-media)

If you are an energy customer looking for help and advice, including complaints about energy firms, please see our Household gas and electricity guide. Citizens Advice also provide a free, impartial helpline service across a range of issues on 0808 223 1133.

We also regularly share news and post general advice to help consumers get the most out of their energy services via our @Ofgem twitter and Facebook pages. If you have an enquiry or complaint relating to Ofgem’s policies or functions, contact us at consumeraffairs@ofgem.gov.uk or on 020 7901 7295.

For all other non-media related enquiries, please visit our Contact us page.

About Ofgem

Ofgem is Britain’s independent energy regulator. Our role is to protect consumers now and in the future by working to deliver a greener, fairer energy system. We do this by:

  • Working with Government, industry and consumer groups to deliver a net zero economy at the lowest cost to consumers.
  • Stamping out sharp and bad practice, ensuring fair treatment for all consumers, especially the vulnerable.
  • Enabling competition and innovation, which drives down prices and results in new products and services for consumers.

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