Ofgem protects customers of failed supplier Extra Energy

Publication date
21st November 2018
Information types
Policy areas

Extra Energy, an energy supplier with about 108,000 domestic and 21,000 business customers, has ceased trading.

Under Ofgem’s safety net, the energy supply of Extra Energy’s customers will continue as normal. The outstanding credit balances of domestic customers will be protected.

Ofgem will choose a new supplier to take on Extra Energy’s customers as quickly as possible. This supplier will contact these customers shortly after being appointed.

Ofgem’s advice to Extra Energy’s customers in the meantime is:

  • Do not switch to another energy supplier.
  • Take a meter reading, ready for when your new supplier contacts you.

This will make the process of transferring customers over to the chosen supplier, and paying back any outstanding credit balances, as smooth as possible.

Philippa Pickford, Ofgem’s interim director for future retail markets, said: 

“If you are an Extra Energy customer, under our safety net, we will make sure your energy supplies are secure. We will also ensure that domestic customers’ credit balances are protected".

“Ofgem will now choose a new supplier and ensure you get the best deal possible. Whilst we’re doing this our advice is to ‘sit tight’ and don’t switch. You can continue to rely on your energy supply as normal. We will update you when we have chosen a new supplier who will then get in touch about your new tariff.”

Updates are available from our website or through our twitter feed @ofgem.

Customers who have questions should visit the FAQs on our website at www.ofgem.gov.uk/ofgem-safety-net or https://www.ofgem.gov.uk/ofgem-safety-net-business for business customers. Or if they need additional support, call Citizens Advice on 03454 04 05 06 or email them via their webform. Alternatively, get in touch through Ofgem’s facebook or twitter feed @ofgem.

Notes to editors

  • Extra Energy’s customers should take meter readings today and wait until their new supplier contacts them. Once they’ve been contacted, customers can ask to be put on their new supplier’s cheapest deal or shop around for a better deal from another supplier. They won’t be charged exit fees for switching away from their new supplier.
  • Ofgem's safety net will make sure customers will always have an energy supply, domestic credit balances are protected and that the process in moving over to the appointed supplier is as smooth and hassle free as possible.

Further information

For media, contact:

Michelle Amos: 0207 901 1881

Media out of hours mobile: 07766 511470 (media calls only)

For investors, contact:

Martin Young: 0207 901 7114 

About Ofgem

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