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| Energy firms can force fit prepayment meters again but more time to clear debts | Energy firms can force fit prepayment meters again but more time to clear debts |
| (32 minutes later) | |
| Energy suppliers must give struggling customers more chance to clear their debts before forcibly switching them to a prepayment meter, Ofgem has said. | Energy suppliers must give struggling customers more chance to clear their debts before forcibly switching them to a prepayment meter, Ofgem has said. |
| New rules outlined by the regulator will also see forced instalment banned in the homes of customers over 85. | New rules outlined by the regulator will also see forced instalment banned in the homes of customers over 85. |
| Those with severe illnesses will also be exempt from forced switching when behind on payments. | Those with severe illnesses will also be exempt from forced switching when behind on payments. |
| Fitting was halted after agents for British Gas were exposed breaking into the homes of vulnerable customers. | Fitting was halted after agents for British Gas were exposed breaking into the homes of vulnerable customers. |
| The undercover investigation by The Times caused a public outcry. | The undercover investigation by The Times caused a public outcry. |
| The new rules, which could see force-fitting meters return in May, are currently voluntary, but suppliers will need to show the regulator that they are keeping to the updated code. Charity Citizens Advice said the rules should swiftly be made mandatory. | The new rules, which could see force-fitting meters return in May, are currently voluntary, but suppliers will need to show the regulator that they are keeping to the updated code. Charity Citizens Advice said the rules should swiftly be made mandatory. |
| "We recognise that a careful balance is required to help manage debt, while protecting customers in vulnerable situations," said Ofgem chief executive Jonathan Brearley. | "We recognise that a careful balance is required to help manage debt, while protecting customers in vulnerable situations," said Ofgem chief executive Jonathan Brearley. |
| He told BBC Radio 4's Today programme: "We cannot look at everything that suppliers do, so we cannot guarantee there will be no bad practice out there. But we have the ability to go deep into a company to see what is happening." | He told BBC Radio 4's Today programme: "We cannot look at everything that suppliers do, so we cannot guarantee there will be no bad practice out there. But we have the ability to go deep into a company to see what is happening." |
| Campaigners said the new rules did not go far enough and vulnerable people could still face forced installations. | Campaigners said the new rules did not go far enough and vulnerable people could still face forced installations. |
| Forced moves | Forced moves |
| Switching people onto prepayment meters without their consent has become more common since energy prices went up. | Switching people onto prepayment meters without their consent has become more common since energy prices went up. |
| It can be done by warrant or remotely via smart meters, with suppliers saying it may help indebted customers manage their spending. | It can be done by warrant or remotely via smart meters, with suppliers saying it may help indebted customers manage their spending. |
| But campaigners say prepayment meters - which must be topped up - leave vulnerable customers at risk of running out of credit and losing access to light and heat. | But campaigners say prepayment meters - which must be topped up - leave vulnerable customers at risk of running out of credit and losing access to light and heat. |
| Three firms dominated forced meter installations | Three firms dominated forced meter installations |
| British Gas boss takes bonus despite criticism | British Gas boss takes bonus despite criticism |
| Forced prepayment meter instalment ban extended | Forced prepayment meter instalment ban extended |
| All energy suppliers in England, Scotland and Wales have signed up to a code of conduct that sets out the practices they should adhere to when fitting the meters. | All energy suppliers in England, Scotland and Wales have signed up to a code of conduct that sets out the practices they should adhere to when fitting the meters. |
| Under the rules, suppliers will now have to make at least 10 attempts to contact a customer - and conduct a "site welfare visit" before a prepayment meter is installed. | Under the rules, suppliers will now have to make at least 10 attempts to contact a customer - and conduct a "site welfare visit" before a prepayment meter is installed. |
| Representatives fitting them will also have to wear body cameras or audio equipment to make sure the rules are followed. | Representatives fitting them will also have to wear body cameras or audio equipment to make sure the rules are followed. |
| In addition: | In addition: |
| Those forced onto a prepay meter - either by warrant or remotely - will be given £30 of credit initially to reduce the risk of them losing supply | Those forced onto a prepay meter - either by warrant or remotely - will be given £30 of credit initially to reduce the risk of them losing supply |
| Suppliers will not be allowed to fit meters for customers over 85 or anyone with a terminal illness. Those with health conditions such as chronic bronchitis, emphysema and sickle cell disease, which could be worsened by living in a cold home, will also be exempt | Suppliers will not be allowed to fit meters for customers over 85 or anyone with a terminal illness. Those with health conditions such as chronic bronchitis, emphysema and sickle cell disease, which could be worsened by living in a cold home, will also be exempt |
| Those who need a continuous supply for health reasons, and those physically or mentally unable to top up will not be switched | Those who need a continuous supply for health reasons, and those physically or mentally unable to top up will not be switched |
| Suppliers have also been told to identify where meters were wrongfully installed and to return the customer to their previous tariff and offer compensation | Suppliers have also been told to identify where meters were wrongfully installed and to return the customer to their previous tariff and offer compensation |
| If a customer has repaid what it owed, then their case can be reassessed and they may be able to move back off a prepayment meter. | If a customer has repaid what it owed, then their case can be reassessed and they may be able to move back off a prepayment meter. |
| However, there are concerns the rules will only protect the highest risk individuals. | However, there are concerns the rules will only protect the highest risk individuals. |
| How are other countries tackling energy bills? | How are other countries tackling energy bills? |
| Who can get the next cost-of-living payments? | Who can get the next cost-of-living payments? |
| Energy firms can force-fit meters but with new rules | Energy firms can force-fit meters but with new rules |
| For vulnerable customers in a "medium risk" category, suppliers will be required to carry out further risk assessments but can still go ahead with forced installations if they consider them justified. | For vulnerable customers in a "medium risk" category, suppliers will be required to carry out further risk assessments but can still go ahead with forced installations if they consider them justified. |
| Medium risk individuals could include elderly people aged between 75 and 84, parents of children under five years old, pregnant women and people with Alzheimer's disease among other conditions. | Medium risk individuals could include elderly people aged between 75 and 84, parents of children under five years old, pregnant women and people with Alzheimer's disease among other conditions. |
| Simon Francis, coordinator of the End Fuel Poverty Coalition, said the new rules "do not go far enough". | Simon Francis, coordinator of the End Fuel Poverty Coalition, said the new rules "do not go far enough". |
| "What about elderly people below the age of 85? Also some disabled people could still miss out - people using power to charge their wheelchairs, for example. There will be people who aren't covered," he said. | "What about elderly people below the age of 85? Also some disabled people could still miss out - people using power to charge their wheelchairs, for example. There will be people who aren't covered," he said. |
| Tom Marsland, the policy manager at the disability equality charity Scope, said the rules will "still allow energy companies to install prepayment meters in some disabled households". The charity is calling for an outright ban. | Tom Marsland, the policy manager at the disability equality charity Scope, said the rules will "still allow energy companies to install prepayment meters in some disabled households". The charity is calling for an outright ban. |
| Risks remain | Risks remain |
| An estimated 600,000 people were forced to switch to prepayment meters after struggling to pay their bills in 2022, according to a Citizens Advice report in January. That is up from 380,000 in 2021. | An estimated 600,000 people were forced to switch to prepayment meters after struggling to pay their bills in 2022, according to a Citizens Advice report in January. That is up from 380,000 in 2021. |
| At the time, its boss Dame Clare Moriarty said: "All too often the people finding it hardest to pay their bills are being forced onto a prepayment meter they can't afford to top up. This puts them at real risk of being left in cold, damp and dark homes." | At the time, its boss Dame Clare Moriarty said: "All too often the people finding it hardest to pay their bills are being forced onto a prepayment meter they can't afford to top up. This puts them at real risk of being left in cold, damp and dark homes." |
| In March, the government brought charges paid by prepayment meter customers in line with customers who pay by direct debit. | In March, the government brought charges paid by prepayment meter customers in line with customers who pay by direct debit. |
| It means more than four million households are set to save £45 a year on energy bills from 1 July, the government has said. | It means more than four million households are set to save £45 a year on energy bills from 1 July, the government has said. |
| In the past, prepayment meter customers have paid more because energy firms pass on the costs of managing the meters. | In the past, prepayment meter customers have paid more because energy firms pass on the costs of managing the meters. |
| Suppliers have called for the introduction of social tariffs to tackle unaffordable energy prices. | Suppliers have called for the introduction of social tariffs to tackle unaffordable energy prices. |
| These would see certain groups on low incomes offered lower-cost deals, with the discount funded in theory by higher bills or taxation. | These would see certain groups on low incomes offered lower-cost deals, with the discount funded in theory by higher bills or taxation. |
| Ofgem has described social tariffs as a good option and said they are being discussed with ministers. | Ofgem has described social tariffs as a good option and said they are being discussed with ministers. |
| Have you had a prepayment meter forcibly installed? How are you coping with rising bill costs? Share your experiences by emailing haveyoursay@bbc.co.uk. | |
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| Related Topics | Related Topics |
| Global energy crisis | Global energy crisis |
| Centrica | Centrica |
| Ofgem | Ofgem |
| British Gas | British Gas |
| Smart meters | Smart meters |