Key Facts
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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:
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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. |
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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
Links
Ofgem
energywatch
Energy
Supply Ombudsman
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