Energy firms banned from forcing prepayment meters on vulnerable Brits
New rules target forced meter installs on elderly and sick
Energy suppliers can no longer force prepayment meters on customers aged over 85 or those seriously ill. The crackdown came after British Gas agents were caught breaking into vulnerable people’s homes to install meters without consent. The Times’ undercover sting sparked public outrage and forced regulators to act.
Voluntary rules fall short, campaigners warn
While the new rules from Ofgem are voluntary, suppliers must prove they’re following the updated code. But charity Citizens Advice urges these protections become mandatory fast, to stop the forced installs becoming routine.
Strict conditions for meter installs
The new code demands suppliers make at least 10 attempts to contact customers before fitting a prepayment meter. They must also carry out a “site welfare visit” and staff installing meters have to wear body cameras or audio gear to ensure transparency.
Plus, if a meter is forced in—by warrant or remotely—the customer will get £30 credit from the start, cutting the risk of cutting off vital energy. Those dependent on continuous power for health or unable to top up will be exempt. Wrongful installs must be reversed with compensation paid.
Still not enough for vulnerable customers, say campaigners
Energy firms say prepayment meters help debtors manage spending. But critics warn they put vulnerable customers at risk of losing access to heat and light if they can’t top-up. Despite progress, campaigners say the new rules don’t go far enough — and vulnerable people may still face forced installs.
