Ofgem protects customers of failed supplier Solarplicity

14 Aug 2019 09:58 AM

Solarplicity Supply Limited, an energy supplier with around 7,500 domestic customers and less than 500 business customers, has ceased to trade.

Under Ofgem’s safety net, the energy supply of Solarplicity’s customers will continue and prepayment meters can be topped up as normal. The outstanding credit balances of domestic customers will be protected.

Ofgem will choose a new supplier to take on all of Solarplicity’s customers. This supplier will contact these customers shortly after being appointed.

Ofgem’s advice to Solarplicity’s customers in the meantime is to:

This will make the process of transferring customers over to the chosen supplier, and paying back any outstanding credit balances, as smooth as possible.

Philippa Pickford, Ofgem’s director for future retail markets, said:

“Solarplicity customers do not need to worry, as under our safety net we’ll make sure your energy supplies are secure and domestic customers’ credit balances are protected.

“Ofgem will now choose a new supplier for you and whilst we’re doing this our advice is to ‘sit tight’ and don’t switch. You can rely on your energy supply as normal. We will update you when we have chosen a new supplier, who will then get in touch about your new tariff.”

In late July 2019, Toto Energy acquired customers from Solarplicity Supply Ltd. Toto Energy has been in contact with customers that have been switched to them. Ofgem’s process only applies to those customers that remained with Solarplicity.

Updates are available from our website or through our twitter feed @ofgem.

Customers who have questions should visit the FAQs on our websiteor https://www.ofgem.gov.uk/ofgem-safety-net-business for business customers. Or if they need additional support, call Citizens Advice on 03454 04 05 06 or email them via their webform. Advice will also be shared on Ofgem’s twitter @ofgem and facebook channels.

Notes to editors

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If you are an energy customer looking for help and advice, including complaints about energy firms, please see our Household gas and electricity guide. Citizens Advice also provide a free, impartial helpline service across a range of issues on 03454 040506.

We also regularly share news and post general advice to help consumers get the most out of their energy services via our @Ofgem twitter and Facebook pages.If you have an enquiry or complaint relating to Ofgem’s policies or functions, contact us at consumeraffairs@ofgem.gov.uk or on 020 7901 7295.

About Ofgem

Ofgem is the independent energy regulator for Great Britain. Its priority is to make a positive difference for consumers by promoting competition in the energy markets and regulating networks.

For facts, figures and information about Ofgem’s work, see Energy facts and figures or visit the Ofgem Data Portal.