ELEXON tops Ofgem’s latest Code Administrators’ performance survey

ELEXON has come top of Ofgem’s energy code administrators’ performance survey for the third year in a row, with 86% of respondents saying they are satisfied with our performance.

The survey was carried out for Ofgem between May and August this year by independent researchers. It is based on feedback from more than 200 industry stakeholders.

ELEXON is ‘highly regarded’

The survey recognises that ELEXON is ‘highly regarded’ and that we are performing strongly on most aspects of service in our role as administrator of the Balancing and Settlement Code (BSC). The score for overall satisfaction with the service across all code administrators was 63% in 2019 (compared with 70% both in 2018, and 2017).

ELEXON’s Chief Executive comments on the results

ELEXON Chief Executive, Mark Bygraves, said:

“We are pleased that the survey recognises us as the leader for customer service across the six energy code administrators. There are areas identified where we need to improve, including going further to help our customers have a better understanding of the changes proposed to the BSC (modifications). We will act on the findings to deliver better service.  

“Across all codes the overall satisfaction scores are lower than last year. The industry is going through a period of unprecedented change and the feedback from this survey shows how the relationship we have with our stakeholders must continue to evolve.

“In the long term we also believe that consolidation and simplification of the energy codes can help to improve satisfaction levels. It will make it easier for existing companies and new entrants to navigate the codes, providing more consistent practices and a quicker process for changing code rules.”

New digital platform will help to improve ELEXON’s service

Next year ELEXON intends to launch a new digital platform to provide a more efficient and effective service to companies in the electricity market. It will digitalise the market entry process and be scalable to handle the big changes that are coming, such as the increase in the volume of meter readings resulting from Market-wide Half Hourly Settlement.

See the survey results in full

  • To see the results of the 2019 code administrators’ performance survey visit Ofgem’s website


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