Guaranteed Standards of Performance

Supporting energy suppliers to meet their regulatory obligations and deliver better outcomes for consumers. 

What are Guaranteed Standards of Performance?

Guaranteed Standards of Performance (GSoPs) are minimum service standards set by Ofgem that energy suppliers must meet. Where standards are not met, consumers receive automatic compensation. Energy suppliers must also monitor, report, and publish their performance against these standards. 

GSoPs are designed to:

 

  • Protect consumers by ensuring they receive a timely and reliable service from their energy supplier. This is achieved by setting minimum service levels covering a wide range of processes , from meter installation appointments, fixing faulty meters, and completing energy supplier switches, through to final billing, issuing credit refunds , and reconnections.  
  • Provide automatic compensation to consumers when the energy supplier fails to meet these standards.  
  • Increase accountability and transparency in energy supplier performance. The publication of energy suppliers’ performance means that consumers can easily compare energy suppliers, make informed switching decisions, and understand quality of service. 

Energy suppliers will need to consider all applicable GSoPs that must be met. 

GSoPs – a Changing Landscape

In 2025, Ofgem launched a formal review of the energy supplier GSoPs, with the aim of evolving and strengthening the GSoP framework, which has not been comprehensively updated since 2015. 

In addition, Ofgem, following consultation with industry, has introduced specific smart metering-related GSoPs covering metering appointments, installations, and the operational performance of meters. These went live on 23rd February 2026. A further smart metering-specific GSoP (addressing the issue of smart meters not operating in smart mode) is currently undergoing a more detailed review by Ofgem and is due to go live during the second half of 2026 as indicated by Ofgem. It is also key for energy suppliers that these specific smart meter GSoPs are considered within the wider context of Government’s Post 2025 Smart Meter Policy Framework.  

In parallel to the GSoP review, Ofgem has also proposed the introduction of a Consumer Outcomes framework, with the intention for these reviews to be supportive and complementary to each other. The aim of the framework is to describe what good service looks like for consumers. 

It is therefore important that energy suppliers consider how the changing landscape impacts their internal business, its readiness for it and how they can continue to support consumers. 

 

What do GSoPs Mean to Energy Suppliers?

The evolution of the GSoPs framework and the recent introduction of specific smart metering GSoPs will have several impacts on energy suppliers that need to be managed: 

  • Increased regulatory scrutiny and reporting expectations. 
  • Addressing system, commercial and operational complexity across customer service, field operations, third-party co-ordination, data,and billing. 
  • Optimising commercial approach, including management of compensation payments and avoidable unnecessary coststhat could be significant. 
  • Managing operational, financial,and reputational risk, while optimising delivery in the context of wider priorities for energy suppliers. 

How Engage Can Help

Engage helps energy suppliers meet their GSoP obligations by turning regulation into practical, deliverable outcomes that support consumers.  

We support energy suppliers in understanding their GSoP requirements and the related inter-dependencies between them, as well as preparation for and assessment of future upcoming changes. 

We translate GSoP obligations into clear, energy supplier-specific, outcome-focused requirements, embed them into real customer journeys, and identify where failures and costs for can be avoided. 

We support energy suppliers in establishing and ensuring robust data and risk management, reporting is in place, that supports comprehensive evidence cases to meet Ofgem’s expectations, and provide independent assurance to give confidence that GSoP controls and performance metrics are in place and working as intended. 

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