Clarity on use of on hold for switching issues, including the obligations of CSS Users
Summary
Many Switching Incidents are on hold waiting for resolution. The Switching Operator puts these tickets on hold, which is an approved business process from the Switching Programme. This is not reflected in the obligations on SDSPs or other REC Service Providers, where there is no on hold concept. Further there are no obligations on CSS Users to respond in a timely basis. This means that the REC obligations do not reflect current practice, and many tickets remain open much longer than necessary.
Latest update and next planned activity
Date of latest update
Latest Update
25/03/26 - the Change Report (Final Recommendation) has been approved by the Technical Expert Panel for implementation on 06 November 2026. The appeal window has now closed.
Impacts Overview
Impacted Consumers
Electricity
Gas
Domestic
Non-Domestic
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
Problem Statement
A lack of obligations is causing issues with open tickets relating to missing messages. Tickets placed on hold also require significant additional work for the Switching Operator, which could either be released as a cost saving or it could result in time freed up for improvement activities.
No documents available.
Change Plan
Change Issue Group
Completed
Start:
03 Jun 2024Due:
01 Aug 2024Completion:
01 Aug 2024Original submission
Change details
Anton Moden - REC Code Manager
3 Jun 2024
Change details
Clarity on use of on hold for switching issues, including the obligations of CSS Users
Many switching incidents are sat on hold waiting for resolution. The Switching Operator puts these tickets on hold, which is an approved business process from the Switching Programme. This is not reflected in the obligations on SDSPs or other REC Service Providers, where there is no on hold concept. Further there are no obligations on CSS Users to respond in a timely basis. This means that the REC obligations do not reflect current practice, and many tickets remain open much longer than necessary.
The lack of obligations is having the greatest issue relating to open tickets relating to missing messages, which can impact the volumes of gas input into the network. However on hold tickets also require significant additional work for the Switching Operator, which could either be released as a cost saving or it could result in time freed up for improvement activities.
Establish the on hold concept. Establish an obligation on both SDSPs and CSS Users to respond to these on hold messages. Establish performance assurance of CSS Users that consistently do not respond to messages (which will require reporting on this behaviour). Please note that this is only intended on tackling poor performance and will allow for some human error / delays.
Please engage with DCC for statistics.
Impacts
Electricity, Gas, Domestic Prepayment, Domestic Credit, Microbusiness, Small and Medium Enterprise (SME), Industrial and Commercial (I&C), Other (please specify in the Additional information box below)
Switching experience, Billing accuracy, Trust and confidence
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No details provided
Switching Operator Service Definition
No details provided
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No details provided
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No details provided
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No details provided
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No details provided
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No details provided
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No details provided
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No
No details provided
Priority & timing
No
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This should be progressed promptly
N/A
No details provided
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Activity
Status has been changed to Awaiting Implementation.
Implementation Date has been updated to 06 Nov 2026.
Status has been changed to Solution Development.
maxime.van-eyseren, amoden have been allocated as SME.