Circumstances

A permanent or temporary disconnection is a physical disconnection of a supply point.

This happens when a customer has either requested a disconnection or following statutory requirement. Statutory requirement can include customer non-payment, demolition of the premises or risk of the supply point causing contamination, which requires necessary work to be undertaken.

Customer touchpoint

Customers have either requested to have their connection disconnected permanently or temporarily, or it is legally enforced. Both of which will require physical entry to the property.

Obligations under the codes

The processes that wholesalers and retailers must undertake to disconnect a supply point are set out in the Operational Terms, Part I: Disconnections.

Wholesalers and retailers are also required to follow and observe any other statutory requirements such as consumer protection, debt management guidelines and informing the relevant authorities, such as Defra and the Environmental Health Department.

Disconnections are performed by wholesalers or accredited entities. Wholesalers are responsible for updating CMOS once the activity has been undertaken, whether the disconnection is temporary or permanent. The processes by which wholesalers update the supply point are detailed in Sections 9 and 10 of CSD 0104 (Maintain SPID data).