Process of changing supplier
The change of supplier process should take about four to six weeks. Your new supplier should advise you of the expected timescales and key elements of the process.
Your new and current supplier will be transferring important site and metering information between each other, and their metering service providers. If data mismatches occur, this can prevent a successful transfer or lead to delays. Either supplier may contact you during this period to clarify details or arrange a visit to the premises.
In order to help ensure the process runs smoothly, it is recommended that you do not change meters leading up to a transfer, as this increases the risk of a delay or complications.
Key steps within the change of supply process
| Before | During | After | |
|---|---|---|---|
| Customer | Check your current contract and understand the terms relating to cancellation or termination Prepare relevant information relating to the premises as detailed above Request quotes from energy suppliers Select preferred supplier, and check new contract carefully before signing – ask question if you are unclear | Notify old supplier in writing, which may be required under your contractual terms, but will also help to make the process run smoothly Make provisions for any meter reading visits, or where applicable, provide your own meter readings. Remember to keep a record of the meter readings | Check that the final bill from the old supplier uses the correct meter readings & dates before paying it – if not, contact the old supplier Check that the first bill from the new supplier uses the correct meter readings & dates, and that the prices are consistent with the contract – if not, contact your new supplier |
| New Supplier Under energy industry agreements, the new supplier is responsible for controlling virtually all aspects of your transfer, and should be your first point of contact in most cases | Prepare price and contracts based on information provided by you Verify that site and billing address and metering point information is correct | Initiate the transfer process Appoint metering service providers (unless you have arranged for this yourself) Contact you to confirm the transfer dates, but also if they need information during the transfer process Notify you of any rejections or if an objection occurs Arrange for a meter reading to be taken | Issue an opening bill in accordance with the terms and conditions of the contract |
| Old Supplier | Receives notification of the pending transfer | May contact you to ensure that there is no error Contact you if they object to the transfer, based on the terms of your current contract Receives details of meter reading from New Supplier Cancels metering arrangements if applicable | Issues final bill or statement of account, and should reimburse you for any account credit |