Non-Domestic Consumers may struggle to quickly and easily update a supplier when they become the new owner/occupier or responsible bill payer for a property. This can include: Inconsistent requests from suppliers for proof they are the new owner/occupier or responsible bill payer; inconsistent time taken to have new billing account set up or new contract agreed with the supplier; inconsistent treatment of request to change supplier (CoO flagged or not flagged, loss request objected to or not objected to); risk of being held responsible for previous owner/occupier or responsible bill payers debt and contract; risk of being put on deemed prices (on assumption these are more expensive than contract terms). Suppliers may struggle to quickly and easily update their billing and contractual records for non-domestic properties. This can include: inconsistent updates from consumer leaving a property; inconsistent updates from consumers taking over a property; inconsistent quality of evidence provided; risk of invalid/fraudulent requests to avoid debt or leave contracts before expiry date. Third Party Intermediaries (TPIs) may struggle to provide non-domestic consumers and suppliers with a service. This can include: different processes for each supplier; different evidence available from each consumer; being stuck in the middle.

1. As a Consumer, when I become responsible for a new premise, I want to be supplied by the Energy Supplier and/or Tariff of my choice and for this to be completed in a timely manner. As a Consumer, when I become responsible for a new premise, I do not want to be billed for the previous occupier’s usage.
2. As a TPI I want an efficient CoO process so that I can advise my client of the best Tariffs suitable to their needs. As an Energy Supplier, I want to easily identify genuine CoOs so that transfers are not unduly delayed, and my organisation can focus on genuine exceptions. As an Energy Supplier, I want to easily identify the validity of a CoO, so that the risk of misuse is reduced.
3. As an Energy Supplier, I want to accurately invoice the correct occupant in the first instance. As REC Performance Assurance, we need a standardised and consistent process for CoO Switches, so that we can undertake performance reviews appropriately, highlighting areas of misuse and applying sanctions where appropriate.