Guides to the supply licences

The gas and electricity supply licences set out the conditions that all energy suppliers must adhere to in order to supply energy to domestic and non-domestic consumers. These guides are intended to help stakeholders navigate the licences and understand licence and other obligations on energy suppliers.

Supply licence guides 

The introductory guide gives some tips for using the licences, and some background information about the retail energy market and how we regulate it. The other guides each cover a different ‘theme’ of supply licence obligations. Each guide includes:

  1. the consumer outcomes we expect suppliers to deliver
  2. the main regulatory rules that apply to that theme
  3. useful documents to help you understand the rules.

We've also produced a reference table containing links to documents we’ve previously published that may help you understand the standard licence conditions in the gas and electricity supply licences. The table includes documents such as guidance, policy consultations, and past enforcement cases, and is searchable and sortable.

The following list shows the themes that the guides cover:

The guides are intended to be a useful, though not exhaustive, resource. They introduce the rules relating to each theme, highlight relevant supply licence obligations and signpost key information.

These guides are intended as a helpful tool only, and do not modify or replace the conditions in the gas and electricity supply licences. Suppliers should continue to refer to the conditions outlined in the most recent versions of these documents.

Feedback 

If you have comments on these guides, we’d welcome your feedback. Contact us at futureretailregulation@ofgem.gov.uk.

Publications and updates

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that apply to energy suppliers when marketing and selling tariffs to consumers.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that apply to energy suppliers in relation to metering, billing and payments processes.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This document gives some background information about the retail energy market and tips for navigating the supply licences.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that apply to energy suppliers in relation to customers switching from one supplier to another.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the Standards of Conduct. These are enforceable overarching rules aimed at ensuring that suppliers treat each customer fairly.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that apply to energy suppliers in relation to energy safety and protections for consumers in vulnerable situations.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that set out what, when, and how suppliers must communicate with their customers.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules relating to smart and advanced metering.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that apply regarding interactions that suppliers have with Ofgem and other industry participants.

  • Published: 22nd Feb 2019
  • Guidance, Factsheets
  • 1 Associated documents
This is a guide to the supply licence rules that apply to the tariffs and products that suppliers offer. It also covers rules relating to contracts.

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