Ofgem published a consultation on 28 October 2026 on proposed new guidance for domestic energy suppliers to help them better support customers when moving home1. The consultation closes on 9 December 2026 and covers proposed changes to the regulator's deemed contract guidance1.
The guidance concerns the deemed contract process, under which a supplier may switch a smart meter in a property into smart pay as you go mode, known as smart PAYG. Ofgem says suppliers can do this when a customer tells them they are moving out but the supplier has not been contacted by a new customer1. The regulator says the proposed guidance sets out when and how suppliers should use this process, aiming to reduce the risk of energy debt building up where there is no named account holder while making sure appropriate consumer protections are in place1.
"We are consulting on new guidance for domestic energy suppliers to help them better support customers when moving home."
The consultation asks for views on several parts of the proposed approach1:
| Area | What Ofgem is consulting on |
|---|---|
| Remote switching | When a supplier may remotely switch a smart meter to smart PAYG mode as part of the home moves process |
| Suitability | How suppliers should assess site and customer suitability before making a remote switch |
| Communication | What and how suppliers communicate with new customers |
| Protections | Mechanisms for customer protection, including a grace period after the switch is made |
| Monitoring | How Ofgem will monitor customer outcomes from this process |
Ofgem lists domestic gas and electricity suppliers, consumer groups and charities, landlords and housing associations, advice organisations, organisations representing consumers in vulnerable circumstances, smart metering and prepayment meter stakeholders, and organisations with an interest in domestic retail energy debt among those who should respond1. Responses go by email to debtstrategy@ofgem.gov.uk by 9 December 20261. Ofgem describes the consultation as its next step after its call for input on tackling energy debt when moving home1.
Why it matters for households
The proposal sits at the point where a property changes hands and no one has yet opened an account. For a household arriving at a new home, the practical questions are whether the meter has already been moved to prepayment mode, how they would be told, and what protection a grace period would give before credit runs out. For the person moving out, the process is meant to stop debt accumulating against a property they have left. The consultation does not set out final rules, and the detail of the grace period, the suitability checks and the communication requirements has not been reported beyond the list of topics above1. How the process interacts with smart prepayment meters and with moving home and your energy supplier arrangements will depend on the guidance as finalised. Ofgem's wider role is set out in our guide to what the energy regulator does.
What happens next
The consultation is open until 9 December 2026, with responses by email to debtstrategy@ofgem.gov.uk1. Ofgem has not stated in the published page when it expects to issue final guidance1.
Sources1 sources
- Proposed moving home process guidance | Ofgem, ofgem.gov.uk