Energy regulator Ofgem has decided it will not confirm the provisional order it issued to Solarplicity in February over customer service issues.
The order banned Solarplicity from taking on new customers for three months if it did not resolve customer service issues. It also prevented the supplier from increasing direct debits for “vulnerable customers”.
Ofgem made the decision yesterday (22 May) and said the supplier’s performance has “improved” since the issue of the order and that it has agreed to a range of “ongoing measures” which will build on and sustain the improvements shown.
It added that compliance with the obligations set out in the provisional order has either been “achieved” or is “in-progress”.
An Ofgem spokesperson said: “The supplier has significantly improved its customer service arrangements in relation to complaints handling and the switching process. However, Ofgem still has some concerns in relation to how it treats vulnerable customers and those struggling to pay their bills.
“We will be actively monitoring Solarplicity’s performance in these areas and the supplier has committed to provide weekly reports to us.
“If Solarplicity does not improve in these areas, Ofgem reserves the right to take further enforcement action.
“Solarplicity has also agreed to not take on new customers until 5 August other than customers through community energy schemes which it will limit to 200 per week.”
Welcoming the news, Solarplicity said in a statement it has volunteered to continue working with the regulator for the next few months.
“The Solarplicity team has worked tirelessly to improve our business and bring us to the point we are at today,” it added.
“Since the provisional order was issued, over 60 per cent of all complaints have been resolved within less than 10 days, and 90 per cent of emails are being resolved within five days.
“All our customers are being renewed on time – and most are choosing to stay with us. If you call us today you have a 96 per cent chance of getting through if you wait for just 30 seconds, while the big six energy firms keep customers waiting on the phone for an average of 10 minutes or longer.”
Solarplicity does however remain subject to a separate provisional order in relation to feed-in-tariff payments to generators. The company would not comment further on this matter.