Switching Process
How Switching Works
Central Switching Service (CSS):
- Customer provides details to new supplier
- New supplier submits switch request
- CSS validates and processes
- Cooling-off period (14 days)
- Switch date confirmed (usually 21 days)
- Old supplier sends final bill
- New supplier takes over
Switch Timelines
- Standard switch: 21 days from application
- Fast track: Next available meter reading date
- With objection: Can take 4-8 weeks to resolve
Industry Databases
ECOES (Electricity)
Electricity Central Online Enquiry Service:
- Contains all electricity supply points in UK
- Shows current supplier for any MPAN
- Meter technical details
- Historical supplier information
- Access via ECOES portal
MPAS (Gas)
- Meter Point Administration Service
- Gas equivalent of ECOES
- Lookup by MPRN or postcode
- Shows gas network operator
DCC (Smart Meters)
Data Communications Company:
- Communications backbone for smart meters
- Connects meters to suppliers
- Enables remote reads and top-ups
- Issues can affect smart functionality
Network Operators
DNOs (Distribution Network Operators)
Own and maintain local electricity networks:
- UK Power Networks (London, SE, East)
- Northern Powergrid (NE, Yorkshire)
- National Grid (Midlands, SW, Wales)
- Scottish Power (Scotland, NW England, N Wales)
- SSE (Northern Scotland)
- Electricity North West (NW England)
GDNs (Gas Distribution Networks)
- Cadent (largest - North West, West Midlands, East, North London)
- Northern Gas Networks (North East)
- SGN (Scotland, Southern England)
- Wales & West Utilities
When to Contact Network Operators
- Power cuts / gas emergencies
- Meter faults (after supplier check)
- Connection requests
- Tree near power lines
- Damaged cables/pipework
Industry Data Flows
D0010 - Meter Reading
Flow from meter operator to supplier:
- Contains meter reading data
- Sent after meter exchange or reading visit
- Used for billing
- Can be actual or estimated
D0150 - Switch Process
- Gaining supplier to losing supplier
- Contains switch details and dates
- Triggers final bill process
D0004 - Change of Tenancy
- Registers new occupant at property
- Closes previous account
- Starts new supply
Industry Regulations
Ofgem
Energy regulator responsibilities:
- Sets price cap for standard tariffs
- Enforces supplier obligations
- Investigates complaints
- Issues licenses to energy companies
- Protects consumer rights
Energy Ombudsman
- Independent dispute resolution
- Free service for consumers
- Can award compensation up to £10,000
- Must exhaust supplier complaints process first
- Decisions binding on suppliers
Standards of Conduct
Suppliers must:
- Treat customers fairly
- Provide clear information
- Act in customer's best interest
- Handle complaints effectively
- Support vulnerable customers
Industry Issues
Erroneous Transfers
Customer switched by mistake:
- Wrong property switched
- Unauthorized switch (no customer consent)
- Must be corrected quickly
- Customer returned to original supplier
- No charges for period
Data Issues
- Missing meter points in database
- Incorrect MPAN/MPRN on records
- Wrong meter technical details
- Meter operator not responding
- Can delay switches and billing