Supplier Guaranteed Standards of Performance (GSOP) Payment Uplift
Decision
- Publication date
- Industry sector
- Supply and Retail Market
Following an initial consultation in May 2024, on 1 August 2024, we published a statutory consultation that confirmed our intention to increase the compensation payment that suppliers must make to customers when they fail to meet any of the Guaranteed Standards of Performance (GSOP).
The GSOP are set out in the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015 and require suppliers to meet minimum level of performance across a range of interactions with customers such as making and keeping appointments, completing a switch of suppliers, and refunding credit balances. If a supplier fails to meet any of these standards, it must automatically provide the impacted customer with a compensation payment. If the supplier fails to provide this compensation within 10 working days, it must also provide a further compensation payment in addition to the original payment.
The August 2024 consultation included a draft Statutory Instrument to amend the existing regulations to increase the compensation payment level from £30 to £40. This increase is only intended to account for inflation since the £30 payment level was set in 2015.
We are now publishing this decision letter to confirm that the Statutory Instrument has now been made and that the increased compensation payment level of £40 will take effect from 2nd January 2025.
You can view a copy of the Statutory Instrument on the UK government website