Good practice on debt management and disconnection for non-domestic suppliers
- Publication type:
- Guidance
- Publication date:
- Last updated:
- Topic:
- Non-domestic energy supply
Explains what non-domestic energy suppliers should do when their customers are in debt and having problems paying their energy bill.
Details
This guidance is good practice and is not part of the rules that non-domestic energy suppliers have to follow as part of their licence conditions.
Non-domestic energy suppliers should apply good practice in the following areas:
- appropriateness of security deposits and their value
- shared occupancy of non-domestic premises with domestic consumers
- transparency on suppliers’ collections process
- suppliers’ debt and disconnection paths
- helping business customers in payment difficulty
- expectations on the timeliness of customer refunds
- provision of information and signposting to third parties
- conducting site visits where appropriate
- application of reasonable charges through the disconnection process
- expectations on compensation where disconnections have occurred in error
- identification of non-domestic supply to Heat Networks where the end users are domestic customers (including customers in a vulnerable situation)
All updates
9 June 2026 guidance updated to include section that covers non-domestic supplies to communal areas of buildings with domestic residents