Citizens Advice response to Ofgem call for input, Reviewing the Supplier Guaranteed Standards of Performance (GSOP)
Citizens Advice welcomes this initiative to review the Guaranteed Standards of Performance (GSOP). We broadly support the use of GSOPs and feel they can be effective in establishing minimum standards, incentivising suppliers to improve performance, and can improve consumer satisfaction.
Prior to the implementation of any major changes to the GSOP framework, we recommend that Ofgem undertake rigorous analysis into the effectiveness in GSOPs reducing consumer harm and improving supplier behaviour.
Going forward, we urge Ofgem to:
Set target performance levels for all GSOPs, in line with Ofgem’s compliance operating principles, with non-compliance triggering further engagement;
Establish authority to implement enforcement measures when GSOP targets are repeatedly missed;
Ensure regular publication of GSOP performance and agreed supplier improvement plans that can be analysed and compared.
We agree that there is scope to extend GSOPs to some new areas and that these should be used in areas of service where performance can be clearly measured to a set benchmark. It is also important that they are applied where a fixed level of compensation payment is likely to be suitable for the range of consumer harm that may arise from a service failure.
On this basis, we think Ofgem should explore the extension of GSOPs in some limited areas, including:
The provision of accurate bills using meter readings, alongside a reduction in the backbilling period for smart meters to 6 months;
Supplier’s failure to record a complaint or to issue an 8 week/deadlock letter in a timely manner;
Adherence to pre-payment meter installation processes, building from Ofgem’s established compensation framework;
We also recommend that Ofgem consider extending relevant aspects of the GSOP framework to the following groups:
Non-domestic suppliers, specifically small and microbusinesses;
Heat networks, with the understanding that a specific consultation for heat networks is due to be released in early 2026 which will consider the feasibility of specific Standards;
Extension of automatic compensation to all gas and electricity network standards as outlined in our 2024 Standard issue update report.