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Switch Supplier

Key Facts







ERA members set up the Customer Transfer Programme (CTP) in June 2003 to develop a truly hassle-free switching process

On average, 150,000 people successfully switched supplier every week.


74% decrease in transfer complaints from June 2003 to November 2005 [energywatch]

ERA Position
The ERA is committed to making sure that switching electricity and/or gas supplier is a hassle-free process. We have heavily invested in reviewing and upgrading the current switching process, through the Customer Transfer Programme, and we are confident that the statistics will continue to show a trend of continuous improvement.

CTP has been divided into 3 stages:










Stage 1 (Root Cause Analysis): This stage was completed on March 31st 2004 and here’s the End Stage Report.

Stage 2 (Solution Definition and Industry Change Approval):
A Project Initiation Document (PID) defined the framework for delivery of Stage 2. This stage was completed on 30th April 2005 and here’s the End Stage Report. The majority of the solutions identified were implemented by the end of February 2006.

Stage 3
(Monitor & Support Change Implementation): This stage began on 1st May 2005 and was completed as planned on 31st March 2006. The CTP Programme Evaluation End Stage 3 Report can be found here.

 

Changing your Business's Energy Supplier
The ERA, through the Customer Transfer Programme, has worked with energywatch to develop a guide for helping businesses ensure that the transfer of their electricity/gas supply goes smoothly and occurs within the agreed timescales. The guide can be found on the energywatch website.

What are others saying?

"With 2.8 million households switching in the first half of the year the heat is still on suppliers to offer customers the best deal for their energy.  With winter drawing in and all suppliers having lowered their prices, now is a good time for all customers to check whether they are getting a good deal for their energy."

Alistair Buchanan, Ofgem Chief Executive, October 2007


“We have been working closely with a number of industry partners over many months to find ways to improve the consumer experience. While industry will be doing its part to streamline processes and reduce errors, one key element to a successful transfer is to have access to all the information needed”
Paul Savage, energywatch Business Services Manager, February 2005

"The level of switching in the gas and electricity markets is relatively high compared with other sectors in the UK (such as, fixed-lined telecommunications, mortgages, or current accounts)." Office of Fair Trading, Switching Costs, April 2003

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