The Energy Switch Guarantee (ESG) has today published its good practice guide for 2024-25, showing how energy suppliers are using smart data to make switching even smoother for customers.
In addition, the ESG has welcomed Ecotricity as its latest supplier member to commit to simple, speedy and safe switching, meaning it now covers nearly 95% of the retail market.
The good practice guide reflects on how the energy retail market has evolved since the turbulence of the pandemic and energy crisis, with innovation in smart metering and data use playing a key role in driving progress for customers.
When the ESG launched in 2016, only around 5% of households had a smart meter. Today that number has risen to nearly 70% – a shift that is significantly improving how customers manage their energy while enabling faster, more accurate switching, better customer protections, and more personalised services.
The report also emphasises the importance of maintaining smart meter performance. All ESG members prioritise fixing faulty meters or connectivity issues, but the most customer-focused suppliers take a proactive approach – identifying issues early and resolving them before customers are impacted.
Chaired by Matt Cole, the ESG is a voluntary industry initiative launched by Energy UK in 2016 – which aims to ensure switching is simple, speedy and safe for energy consumers.
Matthew Cole, Independent Chair for the ESG, said:
“This good practice guide is published to highlight what works well in the industry, and what could work better to deliver enhanced outcomes for customers. The past years have seen some interesting innovation across the sector targeted at customers in particular, and learning from others’ experience and building upon it leads to standards increasing for all and is a key principle behind the ESG.
“Alongside the good practice guide, the ESG is pleased to announce that Ecotricity has become its newest member – confirming its commitment to protecting consumers and delivering switching that is simple, speedy and safe.”
Anita Yandell-Jones (Chief Customer Officer) at Ecotricity, said:
“We are delighted to be part of the Energy Switch Guarantee. This commitment not only supports our growth ambitions but also ensures that switching is simple, safe, and completed within five working days — giving customers confidence and peace of mind.”
Notes to editors
- Energy UK is the trade association for the energy industry, representing companies investing billions of pounds to secure our country’s current and future energy needs. From growing start-ups to major electricity generators, grid and infrastructure developers and energy suppliers, our members are driving change across power, heat, transport and flexibility. We provide a collective voice for the sector working with governments, regulators, charities and other organisations to provide crucial insight that shapes policy, offers solutions and promotes best practice. Our broad view across the whole system supports evidence-based positions which are not tied to particular technologies, and are focused on delivering strategic benefits for people, businesses and the economy. We champion initiatives such as our Vulnerability Commitment, which pushes suppliers to go beyond regulation to support customers with additional needs, and TIDE, the industry’s drive for greater inclusion and diversity. Through our Young Energy Professionals Forum, we support the development of future leaders. We are equally committed to our team and are proud to be recognised as a ‘Gold’ Investors in People employer.