Ofgem protects customers of failed supplier Solarplicity

Publication date
13th August 2019
Information types
Policy areas

Solarplicity Supply Limited, an energy supplier with around 7,500 domestic customers and less than 500 business customers, has ceased to trade.

Under Ofgem’s safety net, the energy supply of Solarplicity’s customers will continue and prepayment meters can be topped up as normal. The outstanding credit balances of domestic customers will be protected.

Ofgem will choose a new supplier to take on all of Solarplicity’s customers. This supplier will contact these customers shortly after being appointed.

Ofgem’s advice to Solarplicity’s customers in the meantime is to:

  • Not switch to another energy supplier until a new one has been appointed and you have been contacted by them in the following weeks.
  • 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 director for future retail markets, said:

“Solarplicity customers do not need to worry, as under our safety net we’ll make sure your energy supplies are secure and domestic customers’ credit balances are protected.

“Ofgem will now choose a new supplier for you and whilst we’re doing this our advice is to ‘sit tight’ and don’t switch. You can 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.”

In late July 2019, Toto Energy acquired customers from Solarplicity Supply Ltd. Toto Energy has been in contact with customers that have been switched to them. Ofgem’s process only applies to those customers that remained with Solarplicity.

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

Customers who have questions should visit the FAQs on our website 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. Advice will also be shared on Ofgem’s twitter @ofgem and facebook channels.

Notes to editors

  • Customers that have been contacted by Toto, will have their transfer managed by them. For customers that have not been contacted by Toto, Ofgem will manage their transfer once it has appointed a new supplier in the coming days.
  • Solarplicity’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.
  • For non-smart prepayment meters, customers can continue to use their top-up devices until they are replaced by the appointed supplier.
  • For smart prepayment meters, you will be able to top up your meter with Solarplicity for a short while. If required, Solarplicity will then send an electronic message to your meter to turn it into credit mode. This will enable you to take a continual supply without the need to top up. Once a new supplier has been appointed, they will be in contact with you to discuss whether you want to take your supply with them through a prepayment tariff and they will set this up for you.
  • Ofgem's safety net will make sure customers will always have an energy supply, domestic customers’ credit balances are protected and that the process in moving over to the appointed supplier is as smooth and hassle free as possible.
  • The Solarplicity group has a number of other companies, including those involved in the installation of and supply of solar photovoltaic panels, and smart metering activities. Ofgem’s safety net applies to Solarplicity Supply Limited, the licensed energy supplier within the group.
  • This month Ofgem made the decision to confirm the provisional order issued to Solarplicity to pay outstanding money owed to Feed-in Tariff (FIT) generators. This enforcement action has ended after the supplier ceased trading. In February Ofgem also issued a provisional order on Solarplicity banning the energy supplier from taking on new customers and increasing vulnerable customers’ direct debits, due to its poor switching process and customer service. Ofgem decided not to confirm this provisional order last month after the supplier made some improvements.

Further information

For media, contact

Michelle Amos: 020 7901 1881

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

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 03454 040506.

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.

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