Last Updated: November 2025

Overview 📋

When a supplier collapses (for example, Tomato Energy), Ofgem immediately appoints a Supplier of Last Resort (SOLR). This ensures the customer stays on supply and their account is transferred to a new supplier; in non-domestic cases this is usually British Gas Business.

During this period, no supplier will accept a switch. Transfer attempts will be objected or rejected by the central switching service.
This KB explains exactly what to do, when to wait, and when you may safely submit a sale.

This prevents avoidable “why has this objected” tickets and ensures a clean, first-time flow.

Key Principles 🔑

1. Do not submit a switch while the meter is still registered to the failed supplier.
   All transfers will be objected; this is expected.

2. Ofgem explicitly advises customers not to switch during a SOLR event.
   Brokers must follow this guidance.

3. The customer must first be moved to the SOLR supplier.
   This is handled automatically by Ofgem and the market systems.

4. Your Broker Lookup Tool will show the new supplier once the market update is complete.
   Do not waste lookup credits checking on day one; updates are not instant.

5. Once the SOLR supplier appears, the earliest valid start date is 12 days after the SOLR activation date.
   This is Scottish Power’s guidance and avoids CSS rejections.

What You Should Do ✅

Step 1 – Wait for the meter to update in the relevant databases (ECOES/XOSERVE)

Do not submit anything until the failed supplier has been replaced with the new SOLR supplier.

Your lookup tool will show the new supplier once ECOES/Xoserve have completed the update; expect a delay of several days.

Step 2 – Confirm the SOLR supplier

In most non-domestic collapses the SOLR supplier is one of the big 4 (British Gas Business, EDF, Scottish Power, E.ON)

Step 3 – Apply the 12-day rule

Once the meter shows the SOLR supplier, the earliest lawful start date is:

SOLR date + 12 days

This gives the central switching service time to accept the new flow.

Step 4 – Submit the sale as normal

Switches submitted after the SOLR update and using the correct start date will flow cleanly.

Step 5 – Advise the customer not to switch during the SOLR period

This is Ofgem’s instruction.
It protects their credit balance and prevents confusion during the transition.

What You Must NOT Do 🚫

Submitting a switch as soon as the supplier goes bust

The meter still shows the old supplier; objections are guaranteed.

Submitting multiple times hoping one will work (there is always one!)

This causes repeated CSS rejections; it does not speed anything up.

Using a start date too soon

Anything within the first 12 days after SOLR activation will be rejected.

Assuming low EAC means it will not matter

Even tiny sites (for example 2,200 kWh) must follow the same rules.

Ignoring Ofgem’s guidance

Customers must not switch until the SOLR supplier is fully in place.

Example Timeline 📅

23 November
Supplier collapses (example: Tomato Energy).
Lookup tool still shows Tomato Energy → do not submit.

26 November
SOLR supplier appointed (example: BGB).
Lookup tool may still show Tomato Energy → still do not submit.

28 November – 3 December
Lookup tool updates to show BGB.
You may now prepare the sale.

Earliest start date:
SOLR activation date + 12 days → 8 December onwards.
Any earlier date will be rejected.

Customer Guidance Template 💬

“Your current supplier has ceased trading and Ofgem is appointing a Supplier of Last Resort. Please do not switch during this process. Once your account has been moved to the new supplier, we can arrange a new contract with a valid start date. This avoids objections and ensures a clean transfer.”

Summary Table 📝

Final Note 🧾

The switching process during a supplier collapse is controlled entirely by Ofgem and the market systems.
If you follow this KB, your transfers will go through on the first attempt; if you ignore it, you will have objections and repeated rejections for reasons that cannot be overridden.

If anything appears unclear or if a collapse involves a supplier outside the usual patterns, please check this KB first before raising a ticket.