Today MOSL publishes its Annual Market Performance Report (AMPR), which outlines market improvement activities throughout 2019/20.

The report also includes links to MOSL’s bi-annual trading party peer comparison league tables which show performance against the standards under the Market Performance Framework.

Acknowledging that the impact of COVID-19 may impede a number of market improvement activities as we enter the fourth year of the market, and in some areas prevent them altogether, the report provides an overview of the past 12-months and acts as an important baseline against which the market can be assessed when we return to some form of ‘business as usual’.

This year’s AMPR shows a continuation of the challenges the market has faced in previous years, with trading parties failing to meet the ambitious targets set at the beginning of 2019. As a result, customers are still not realising better outcomes in terms of the accuracy of their billing and levels of customer service.

However, there have been some notable successes. The use of rectification plans, the greater degree of collaborative working between wholesalers and retailers, and a continued focus on gaining greater insight from data has delivered some marked improvement. This includes work to reduce the number of long unread meters in the market - where the number of meters unread for at least 12 months fell for four consecutive months. This represents the longest sustained fall since the market opened, with meters unread since market opening failing by 40 per cent over the course of the year. 

Steve Arthur, MOSL’s Director of Market Performance said:

“There is still much work to be done as the market moves into its fourth year. Many of the persistent problems are not being addressed quickly enough for customers to see the benefits. We recognise MOSL has a key role to play here and we are committed to supporting the market by providing greater data analysis and insight and reporting transparently against all trading parties’ performance including our own.

I have been encouraged by the increasing commitment to openness and collaboration across the market over the course of 2019/20. Whilst this work has yet to deliver the enduring levels of improvement, we, and customers expect, it is clear that wholesalers and retailers are now working together to tackle some of the more deep-rooted and longstanding issues.

With the impact of COVID-19 being felt across the market, we will be relentless in our efforts to bring the market back onto an even keel before once again driving forward a course of accelerated improvements.”

The 2020/21 Market Performance Operating Plan (MPOP), outlining MOSL’s performance improvement workstreams for the year ahead, will be published in June.

If you have any queries regarding the AMPR or any of the improvement work being led by MOSL, please contact

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