Impact of COVID-19 on retail energy supply companies – regulatory expectations from 1 July 2020

Correspondence and other

Publication date

Industry sector

  • Supply and Retail Market
  • Distribution Network
  • Offshore Transmission Network
  • Transmission Network
  • Generation and Wholesale Market

This open letter sets out our updated approach to regulating domestic and non-domestic supplier performance from 1 July 2020 and will be reviewed periodically in line with any material changes in the COVID-19 situation.

Form 1 July 2020, we expect that customer needs are met, particularly for the most vulnerable, that suppliers maintain secure, reliable and safe supplies of energy to all customers, and that they ensure the safety and protection of customers and the workforce. We will continue to take a pragmatic view of compliance particularly in those areas where face-to-face appointments with customers are necessary, including smart meter deployment, collecting meter readings and work associated with the Energy Company Obligation (ECO). If there is a material change in circumstances in the coming months (or beyond) we will revisit our expectations.

We will continue to monitor the impact of COVID-19 on the industry, including on energy supply comanies, and we will be pragmatic in our response to unpredictable and changing circumstances.