Rules on forced prepayment meter switches ‘don’t go far enough’

New rules protecting customers who are being forced to switch to prepayment meters don’t go far enough, according to campaigners.

All energy suppliers in England, Wales and Scotland have signed up to Ofgem’s new code of conduct. But a spokesperson from the End Fuel Poverty Coalition said the fact the code is voluntary ‘undermines its objective’.

Forcing people onto prepayment meters has become more common since energy prices shot up over the past year. Citizens Advice figures show 600,000 people were forced onto prepayment in 2022, compared with 380,000 over the previous 12 months.

The practice was temporarily halted after an investigation by the Times revealed British Gas agents had been breaking into the homes of vulnerable people.

But energy suppliers will be able to resume force fitting meters in May provided they meet five conditions.

What protection do the new rules offer?

Under the new rules:

• Suppliers will need to try and contact a customer at least 10 times before installing a prepayment meter.
• They will also have to carry out a ‘site welfare visit’ before any forced fitting.
• When fitting a meter, agents will have to wear a body cam or recording equipment to make sure all relevant rules are followed.
• Customers forced onto prepayment meters will be given £30 of credit to reduce the risk they will lose access to power.
• Suppliers won’t be allowed to fit meters for anyone over the age of 85 or those with a terminal illness or serious health condition that could be made worse by living in a cold home.
• People who need access to power at all times due to a health condition will not be forced onto prepayment meters.
• Those who are physically or mentally unable to top up will not be switched.
• Suppliers will have to identify cases where meters shouldn’t have been installed and put customers back on their previous tariff and pay compensation.
• If a customer has repaid what they owed, they will be allowed to have their case reassessed to see if they can come off a prepayment meter.

The vulnerable customers who will miss out

Although, under the new rules, vulnerable customers considered to be at high risk should be protected from having prepayment meters forcibly installed, those who fall into the medium-risk category will not. This group includes: 

• people aged between 75 and 84
• parents with children under five years old
• pregnant women
• people suffering from Alzheimer’s

What to do if you’re worried that your supplier will force you onto a prepayment meter

If you’re concerned about being made to have a prepayment meter, there are certain steps you can take to try and stop your supplier switching you. To find out more read our guide on what to do if your energy supplier is trying to move you to prepayment.