The BBC expert explained when people might be protected from getting the meters forcefully installed (Image: BBC)
Three years ago, the forced prepayment meter installation scandal exposed several energy companies fitting these meters without the knowledge or consent of customers, leading Ofgem to introduce stricter regulations around the practice.
Nevertheless, in certain circumstances, your energy provider can still forcibly install these meters without your agreement, unless you fall into one of five protected categories. BBC Your Voice correspondent Colletta Smith shed light on the matter during Morning Live on May 20, reassuring viewers that energy firms must follow a lengthy procedure before they can show up at your door.
Read more: I followed Martin Lewis’ advice and got £4,000 energy bill refund
Read more: Expert tips to tackle your domestic to-do list as households left ‘overwhelmed’
She outlined the roots of the scandal, saying: “British Gas and companies that they employed to chase up debts were forcing their way into people’s houses, unbeknownst to those individuals, and installing prepayment meter in their house.
“So you’ve nipped out to the shops, you come back, somebody’s effectively broken into your house and there’s suddenly a prepay meter in your property that wasn’t there before.”
Since the scandal emerged three years ago, Ofgem has introduced “much tighter protections”, though Colletta noted the practice has not been banned entirely.
When presenter Gaby Roslin questioned whether a prepayment meter could still be forcibly fitted, Colletta responded: “The answer to that is yes. They can if people are in debt but as I say, there is a huge amount of protection now that wasn’t there three years ago.” She disclosed there are five categories of people who “definitely cannot” have a prepayment meter forcibly installed in their home.
- You’re aged over 75 with nobody else living in the house
- You have a child under the age of two living with you
- You rely on powered medical equipment
- You have a severe health condition or terminal illness
- You’re unable to top up due to a physical or mental incapacity
Colletta reassured: “If you’re worried and you fit into any of those criteria, be reassured that you can never have a prepayment metre installed in your property against your will.”
Even if you don’t fall into these five categories, the procedure for having a meter forcibly installed now involves significantly more hurdles for energy companies than it did in 2023. It begins with securing a warrant from the courts to enter your property.
Colletta explained: “Even if they do manage to get a warrant for your property, the rules now say that they have to make 10 attempts to contact you, so giving you a ring, sending you an email, sending you a letter.”
This must be followed by a welfare visit, where agents are required to wear audio and body cameras to verify you definitely aren’t in one of the protected groups. Colletta pointed out: “Maybe that you’ve not let your energy supplier know that you’ve just had a baby – it’s not really top on most people’s priorities at that time.” If a meter is forcibly fitted at your property, you’re entitled to either a £30 credit or an equivalent non-disconnection period.
Energy companies may contemplate switching you to a prepayment meter if you’re grappling with energy debt. However, Ofgem states it should only be forcibly fitted “as a last resort” to recover the debt.
Three years ago, it was revealed that debt agents working for British Gas had broken into the homes of vulnerable customers to install prepayment meters. This week, it was announced that British Gas had agreed to pay £20m into a fund and compensate customers to settle an investigation by the energy regulator into the matter.
Chris O’Shea, the boss of British Gas owner Centrica, apologised to the customers affected, saying: “What happened should never have happened.”
A total of 40,000 customers with a number of energy firms had a prepayment meter installed without permission in the period between 2022 and 2023. Firms including EDF, E.On and Scottish Power have already agreed to pay compensation.