Supplier of Last Resort - good practice guide

Supplier of Last Resort - good practice guide [ 1.1 mb]

In a competitive market, company failure is a possibility that can never be ruled out. While a trade sale of a failing energy supplier remains Ofgem’s preferred outcome, this is not always possible. The Supplier of Last Resort (SoLR) procedure was established in 2003 to ensure that when supplier failure occurs, affected domestic customers are guaranteed continuity of supply.

Recently, the SoLR process has been activated repeatedly as an increasing number of energy suppliers have exited the market. This guide is designed to help suppliers understand Citizen Advice’s role as a consumer advocate in this process, what kinds of information we need to be able to help consumers, as well as common issues in the SoLR process and so that we can provide examples of good practice.