03 May 2023 , 23:01
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British Gas is to stop using contractors to force fit prepayment meters in customers’ homes.
The industry giant was slammed earlier this year after an investigation exposed tactics used by a third-party firm on its behalf.
Agents with a court warrant were found to have broken into customers’ homes, even when they were known to have extreme vulnerabilities.
British Gas ordered an independent probe.
It has concluded there were “no systemic issues” with prepayment meters fitted under warrant.
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However, it did find what British Gas called a “limited number of cases where lessons need to be learned.”
The company has announced it will no longer use agents to do fit prepayment meters under warrant.
Instead, it will do the work itself - as it did until a few years ago.
A spokesman insisted it did not give the firm a green light to immediately resume forced installations as it is awaiting the outcome of a separate investigation by regulator Ofgem.
Chris O’Shea, chief executive of British Gas owner Centrica, said: “I was deeply concerned when I saw the way some of our prepayment customers were treated earlier this year.
“It’s not how I want us to do business and I’d like to take this opportunity once again to say how sorry I am and to apologise to anyone involved in cases where our actions fell short of the high standards we set ourselves.
“I’m reassured that the investigation found no systemic issues with the treatment of prepayment customers, but it did highlight areas where we can, and should, do better.
“We’re already implementing those changes and I hope the action we are taking to improve our approach shows our commitment to doing everything we can to support our vulnerable customers.”
Ofgem has agreed a voluntary code with suppliers to limit when prepayment meters can be fitted.
The new code says suppliers and contractors must make at least 10 attempts to contact the customer and carry out a "site welfare visit" before force fitting prepayment meters.
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Forced installations will be banned for households where all occupants are 85 and over, and where a supply of energy is essential for health reasons, including for stair lifts and dialysis equipment.
But a "medium risk" category allows suppliers to decide on a case-by-case basis. It includes households with kids under five, people over 75, those with health conditions such as Parkinson's, Alzheimer's or with learning difficulties, the bereaved, or pregnant women.
Agents will have to wear body cams on welfare site visits and forced installations. Suppliers must add £30 of credit on meters installed with a warrant.