Following the recent extension of the MSA contract through to March 2028, we’re looking back at the improvements delivered over the last three years and how this continuity will support further enhancements.
At a glance: improvements to the Metering Scheme Auditor service since 2023
We ask stakeholders to complete post-audit feedback surveys throughout the year to help us understand how MSA improvements are affecting their experience.
Since 2023, we’ve:
- published FAQs on the Metering Hub, with usage increasing from 22 monthly visits to 58 visits.
- introduced downloadable audit templates and supporting guidance, which has led to stakeholder ratings for the clarity of audit requirements increasing from 7.0 to 8.42 during 2025.
- provided clearer audit preparation materials and example submissions, with Parties now rating audit preparation and advance notice 9.85 out of 10.
- embedded stakeholder feedback into the audit process, which has contributed to survey participation increasing and overall satisfaction improving from 8.7 to 9.1.
- improved management information and reporting, enabling trend analysis that identified measurable improvements in areas such as clarity of requests (+1.42 points) and speed of results (+1.65 points).
- made Metering Assurance resources easier to access through the Metering Hub, with engagement peaking at 153% of the pre-improvement baseline.
Making audits easier for Parties
The challenge
Stakeholders have consistently told us they wanted clearer guidance, practical support and easier access to assurance information.
What we changed
Working with the MSA, we expanded the resources available through the Metering Hub, including FAQs, downloadable templates and supporting guidance. We also introduced example audit submissions and additional preparation materials to help Parties understand what to expect before an audit begins.
The outcome
These improvements have helped make audit preparation more straightforward and given Parties greater confidence ahead of their assessments. Stakeholders rated audit preparation and advance notice 9.85 out of 10, while feedback on the clarity of audit requirements improved from 7.0 to 8.42 during 2025.
Using stakeholder feedback to improve the audit service
The challenge
We wanted to better understand stakeholders’ experiences and identify where the audit process could be improved.
What we changed
The MSA introduced stakeholder feedback opportunities into audit communications, helping improve participation rates and providing valuable insight into stakeholder experiences.
The outcome
This feedback has helped identify opportunities to improve guidance, communication and assurance processes. It has also informed wider developments across the Metering Assurance regime, including reviews of audit requirements and supporting documentation to ensure they remain clear, proportionate and aligned with CoMCoP obligations.
Participation in audit feedback surveys increased from 14 to 20 responses, while overall satisfaction improved from 8.74 to 9.1, giving us greater confidence that the changes we are making are improving the audit experience.
Turning assurance data into better insight
Alongside improvements to stakeholder support, we’ve strengthened reporting and management information to make better use of assurance data.
Enhanced reporting helps us identify trends, recurring findings and areas where the MSA service could be improved. More structured management information also provides greater visibility of audit outcomes and helps us understand where changes could make the audit process clearer, more consistent and easier for stakeholders.
Looking ahead to 2028
We’re committed to maintaining a robust, proportionate and transparent Metering Assurance regime that delivers value for stakeholders and supports confidence in the market.
To support continuity of service and ongoing service development, we recently agreed a two-year extension to the MSA contract, confirming Wilcock Consultants Ltd (WCL) as the appointed MSA through to March 2028. This provides stability for industry participants whilst enabling the continued evolution of Metering Assurance services under our governance.
Get in touch
If you have any questions about Metering Assurance or the audit process, contact the team at communications@retailenergycode.co.uk.
