E.On and Tru Energy are allowed to return to forcibly fit prepayment meters

22 February 2024 , 14:30

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Ofgem said E.On and Tru Energy had met its strict conditions (Image: PA Archive/PA Images)

E.On and Tru Energy have been given the green light to return to forcibly fitting prepayment meters (PPMs) after they were temporarily banned due to a scandal.

The energy regulator Ofgem said that these two companies had met its "strict" conditions. These include carrying out internal checks to find any PPMs wrongly fitted before the February 2023 ban and offering compensation and a switch back to a non-prepayment method for any customers affected.

This follows EDF, Octopus and Scottish Power, who were allowed the same permissions in January. Once these suppliers meet the conditions and start "involuntary" PPM installations again, they must also regularly share data with Ofgem to spot any worrying practices.

These firms still need to try at least 10 times to get in touch with a customer before a prepayment meter is installed and must carry out a welfare visit before going ahead. They are not allowed to forcibly fit a PPM if the household is considered to include "highest risk" customers.

This includes those who need a continuous energy supply for health reasons, have an older person aged 75 and over without support, or those with children under two years old. Customers and consumer groups can check which energy suppliers can install prepayment meters without a household's permission on the Ofgem website.

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Energy suppliers should prioritise helping vulnerable customers and contact those who miss payments as part of a crackdown on customer service standards by regulator Ofgem. An Ofgem spokesman said: "Protecting consumers is our number one priority.

"We've made clear that suppliers must exhaust all other options before considering forced installation of a prepayment meter, and consumers can help themselves by reaching out to their supplier as soon as possible if they think they won't be able to pay their bill, so payment options can be discussed. Our rules on when, and how, a prepayment meter can be installed are clear and we won't hesitate to take action if suppliers act irresponsibly."

"We will continue to work closely with consumer groups and suppliers to make sure households understand their rights when it comes to prepayment meters and will regularly review our rules to make sure they are working to protect the most vulnerable."

"We would also strongly encourage consumers to make sure their personal details and circumstances are up to date with their supplier, so they can be taken into consideration if or when payment problems arise."

Lawrence Matheson