The 5 Day Resolution Plan Rule — What It Means and How to Use It
You’ve reported your smart meter problem. You’ve waited. Nothing has happened.
Here’s something your supplier almost certainly hasn’t told you — they had 5 days to give you a written plan. If they didn’t, they’ve already breached their obligations.
What is the 5 day resolution plan rule?
Under Ofgem’s Guaranteed Standards of Performance (GSOP), when you report a smart meter fault your energy supplier must provide you with a written resolution plan within 5 working days.
That plan must include:
- What the problem is and what’s causing it
- What steps they will take to fix it
- A realistic timescale for resolution
This isn’t a courtesy — it’s a regulatory requirement. If your supplier fails to provide it, they are in breach of their licence conditions from day 6 onwards.
Why most people don’t know about this
Suppliers don’t advertise it. There’s no prompt when you call to say “by the way, we legally owe you a written plan within 5 days.” Most customers assume that logging a fault means sitting and waiting — and suppliers rely on that assumption.
The result is thousands of smart meter problems that drift for weeks or months with no formal plan, no accountability, and no paper trail.
This rule exists precisely to prevent that. Use it.
How to use it — step by step
Step 1 — Report the fault formally
Call your supplier and report the fault. Use the word “complaint” — say “I want to raise a formal complaint about my smart meter.” This triggers the regulated process. Ask for a complaint reference number before you hang up.
Step 2 — Note the date
Write down the date you reported it. This starts your 5 day clock. Working days only — weekends and bank holidays don’t count.
Step 3 — Wait 5 working days
Give your supplier the full 5 days. A resolution plan should arrive by email, letter or through your online account.
Step 4 — If nothing arrives, act
If day 6 arrives with no written plan — your supplier is in breach. This is now a formal complaint with regulatory weight behind it.
What to do if your supplier hasn’t provided a plan
This is where the complaint letter comes in.
A formal written complaint referencing GSOP 3 — the specific regulation your supplier has breached — changes the dynamic completely. It tells your supplier you know your rights, you’re keeping records, and you’re prepared to escalate.
Use the Free Complaint Letter Generator on this site. Select your problem type, answer a few questions, and it will generate a letter that references the 5 day rule automatically — with your supplier’s specific complaints contact details included.
[✉️ Generate My Complaint Letter →]
What happens after you send the letter
Your supplier now has 8 weeks to resolve your complaint from the date of your formal written complaint.
If 8 weeks pass without a satisfactory resolution — or if your supplier issues a deadlock letter — you can escalate to the Energy Ombudsman free of charge. The Ombudsman can order your supplier to fix the problem, apologise, and pay you compensation.
Log everything in the Problem Tracker. Every call, every engineer visit, every date. A timestamped record is your most powerful asset if this escalates.
[🚨 Log My Problem →]
The 5 day rule and the 90 day rule — how they work together
Think of them as two clocks running simultaneously:
The 5 day clock — starts when you report the fault. Your supplier must provide a written resolution plan. Breach this and you have immediate grounds for a formal complaint.
The 90 day clock — starts when the fault is first reported. Your supplier must fully resolve the smart meter issue within 90 days. Breach this and you can go straight to the Energy Ombudsman.
Most customers only know about the 90 day rule — if they know about either. The 5 day rule gives you leverage much earlier in the process. Don’t wait 90 days to act when you can act on day 6.
What to say when you call
Use this exact language:
“I reported this fault on [date]. Under Ofgem’s Guaranteed Standards of Performance, I should have received a written resolution plan within 5 working days. I have not received one. I am raising a formal complaint and require a resolution plan in writing today. Please give me a complaint reference number.”
That one statement tells your supplier three things — you know the regulation by name, you’re escalating formally, and you’re keeping records.
Keep a record of everything
Every time you contact your supplier, write down:
- The date and time
- The name of the person you spoke to
- What they said and what they promised
- Any reference numbers given
The Smart Meter Problem Tracker is designed to do this automatically — timestamping every entry and building your evidence pack as you go.
[🚨 Start Your Tracker Record →]
Written by a qualified UK smart meter installer. The 5 day resolution plan rule applies to all UK energy suppliers under Ofgem’s Guaranteed Standards of Performance. If your supplier has breached this rule, you have grounds for a formal complaint today.