Stakeholder feedback shows that overall satisfaction with the REC Services continues to rise year on year.
Delivered in partnership with Researchcraft, the survey sought feedback from users across all core REC Services. We’re pleased to share the latest results, which show that overall satisfaction rose to 7.6 out of 10 (↑0.1). Our COO, Elizabeth Lawlor, explains:
This year’s results mark the third consecutive year of improved satisfaction across REC Services. This continued improvement is encouraging and reflects the focused improvements being made across our services.
The results provide a positive foundation as we prepare to become the REC Code Manager licensee later this year. As part of this, we’ve been working hard to evolve the service to meet licence-level governance and compliance standards, while gearing up to deliver a consistently high performance across all functions.
Results highlights
70% of stakeholders rated services 8 or higher, with several services seeing notable gains:
- REC Code Manager – Increased to 7.7/10 (↑0.3)
- Energy Theft Tip-Off Service – Increased to 7.5/10 (↑0.3)
- Green Deal Central Charging Database – measured for the first time at 7.8/10
While overall performance was reported as strong, some areas – particularly Metering Services: Audit and the Enquiry Services – saw a slight decline in satisfaction. These insights highlight where focused attention is needed in the coming year.
The areas for improvement are already embedded in our Forward Work Plan 2026-29, including:
- Modernising the Enquiry Services, to improve resilience, performance, and flexibility. We will be moving to a Dual-Fuel Service by the end of 2028. In the short term, we’ll also deliver improvements to the Secure Data Exchange Portal, upgrade the Electricity Enquiry Service (EES) technology stack, and implement temporary operational relief.
- Improving our Metering Services. Since the Satisfaction survey, we released a revised, clearer CoMCoP in November 2025. Alongside this, we’re reforming and scaling the Safe Isolation Provider Regime and strengthening Metering Assurance.
The survey also informs the performance regime we apply to the REC Service providers.
Learn more
Want the full picture? The report includes detailed insights, service-level feedback, and a breakdown of what we’re doing next.
- Read the full Annual Stakeholder Satisfaction Survey Report here
- Read our latest Forward Work Plan to see how we’re turning your insights into action here
- Share your feedback: communications@retailenergycode.co.uk
