EDF, Octopus and Scottish Power granted permission to return to forcibly fitting prepayment meters

Once suppliers meet the conditions and restart “involuntary” PPM installations, they must also provide regular monitoring data to Ofgem to identify any concerning practices. Customers and consumer groups will be able to check energy suppliers that can install prepayment meters without a household’s permission on the Ofgem website.

EDF, Octopus and Scottish Power will still have to make at least 10 attempts to contact a customer before a prepayment meter is installed and carry out a site welfare visit before proceeding. They are not allowed to forcibly fit a PPM if the household is considered to include “highest risk” customers, including those which require a continuous energy supply for health reasons, have an older occupant aged 75 and over without support, or those with children under two years old.

A code of practice governing the installation of prepayment meters, which all energy companies signed up to last April, was put in place after an investigation by The Times revealed evidence of bad behaviour by suppliers severely affecting struggling customers.

Ofgem said it had reminded energy chief executives of their responsibility to treat customers fairly when installing “involuntary” PPMs, and that they must follow the new rules or face tough action and fines.

Ofgem’s director general for markets, Tim Jarvis, 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.

“While nobody wants to see the practices uncovered last year repeated, we also know that allowing households to build up unsustainable amounts of debt isn’t the right thing to do either.

“Many households value the control that these pay-as-you-go meters offer over bills and how they can help with budgeting, and suppliers must also be able to recover debt to make sure those costs don’t end up on everyone else’s bills.”

He added: “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.

Citizens Advice chief executive Dame Clare Moriarty said: “Last winter, we all saw that the rotten core of debt collection practice in the energy sector was not just a case of one bad apple – the rules were simply not being followed. As the temporary ban on force-fitting comes to an end, people need reassurance from suppliers that they won’t be wrongly forced on to a meter when there’s clear evidence they shouldn’t be. Ofgem must proactively monitor suppliers and act swiftly if there are any suspicions rules are not being followed.”