Consumer Standards: Supplier 24-7 Metering Support

Our decision

In November 2024, we opened a consultation on extending suppliers' enquiry services. This extension would allow domestic customers without power or a gas supply due to a meter fault to contact their supplier at any time.

We have considered all the responses and have decided to:

activate the dormant licence condition from August 2025. This requires all domestic suppliers to offer an enquiry service 24 hours a day for affected customers
update the Contact Ease Guidance setting out the consumer outcomes that suppliers will need to show to us that they are achieving

The outcomes will be that:

suppliers must be contactable outside of regular hours to:
- receive reports of meter faults causing loss of supply at any time
- provide appropriate assistance, guidance and advice to affected customers
customers will be able to report a meter fault causing a loss of supply, and receive appropriate assistance from their supplier
networks will be able to direct customers to their suppliers' out of hours services:
- alleviating pressure on emergency phonelines
- improving emergency response capabilities

Read the full decision document attached to this page.

See our updated guidance on what we expect suppliers to do so consumers can contact them.