Prepayment meters and energy debt: your rights
Suppliers can no longer fit prepayment meters for debt without strict checks. Here is who is protected, what must happen first, and how to get off one.
Applies to: England, Scotland & Wales
What to do now
- If you have been told a meter will be fitted, tell the supplier about anyone vulnerable in the home, in writing.
- Ask for a repayment plan you can afford instead — energy payment plans.
- Join the Priority Services Register through your supplier.
Homes that must never have one forced on them
- Households that need a continuous supply for health reasons, including people who rely on powered medical equipment.
- Homes where everyone is 75 or over and there is no other support in the house.
- Homes with a child under two.
- Homes where someone has a severe health condition, including terminal illness or a medical need for a warm home.
- Homes where nobody can top up because of physical or mental incapacity.
What must happen before any involuntary install
- At least 10 attempts to contact you.
- A site welfare visit to check your circumstances.
- On warrant installations and welfare visits, the lead representative must wear a body or audio camera.
- On warrant installs and remote switches of smart meters, you get £30 credit per meter.
A remote switch of a smart meter to prepayment mode counts as an involuntary install if you did not agree, so the same rules apply.
Living with a prepayment meter
Part of each top-up usually goes towards the debt. If that leaves you unable to keep the heating or lights on, tell the supplier and ask for a lower recovery rate based on your budget. Ask what emergency and other credit your meter offers, and tell the supplier if you are running out of credit or cannot get to a shop to top up. If anyone in the home is vulnerable, being on the Priority Services Register helps the supplier respond.
Getting off a prepayment meter
Once you have repaid the debt, your supplier must offer to reassess whether prepayment is still right for you. If you are clear of debt and want to move off it, the supplier must agree, as long as you pass any credit checks it needs, and it must explain any change in tariff.
If a meter was fitted wrongly
Complain to the supplier in writing, explaining which rule was not followed. Before suppliers restarted forced installs, Ofgem required them to look for wrongly fitted meters and offer compensation and a switch back. If the complaint is not sorted out within eight weeks, you can go to the Energy Ombudsman for free.
You never have to pay for debt advice. MoneyHelper (government-backed), StepChange, National Debtline and Citizens Advice all give free, confidential advice with no obligation.
Common questions
Can my supplier force a prepayment meter on me?
Only as a last resort, after at least 10 contact attempts and a site welfare visit, and never for the highest-risk households such as homes with a child under two.
Can I get a prepayment meter removed?
Once you have repaid the debt, the supplier must offer to reassess. If you are clear of debt and want to move off prepayment, it must agree, subject to any credit checks.
What if I cannot afford to top up?
Contact your supplier straight away. Ask for a lower debt recovery rate, ask about emergency credit and hardship funds, and ask to join the Priority Services Register if you are eligible.