The energy regulator Ofgem has asked suppliers to suspend the forced installation of prepayment meters and review their processes for dealing with customers who have fallen into arrears.

Sky News understands the regulator made the request on Thursday after it was revealed that debt collectors working for British Gas had forced their way into the homes of vulnerable customers.

Industry sources said Ofgem had asked all suppliers to cease applications for court warrants that allow them to enter the homes of customers who have not responded to attempts to deal with arrears.

Please use Chrome browser for a more accessible video player

Suppliers are required to pursue all available alternatives over a six-month period before executing warrants and are not permitted to force prepayment on vulnerable customers.

Centrica, British Gas‘s parent company, said it had applied for about 97,000 warrants last year and acted on around 20,000 of them.

The boss of Centrica said “there is no excuse” after a Times investigation showed a company used by British Gas to pursue debts, Arvato Financial Solutions, forcing their way into homes to fit the devices, despite signs children and disabled people were living there.

Chris O’Shea also said that customers do not deserve to be treated in such a way, and that he would not “justify it” – adding that he is launching an independent investigation.

Please use Chrome browser for a more accessible video player

“I am really, really sorry,” he added, talking to Sky News’ business presenter, Ian King.

“We’ve clearly got it wrong here and we are going to fix that.”

After Centrica announced it was suspending all forced installations, EDF said it had launched a review of its practices and would not be pursuing warrants while it was ongoing.

EDF, the UK’s second-largest supplier, said it had applied for almost 14,000 warrants in 2022 but not acted on around half after contacting customers and agreeing other means of controlling arrears. The company is understood to have acted out of caution rather than in response to evidence of bad practice.

In a statement it said: “We regularly review and update these processes and so we are confident they are fit for purpose. Nonetheless we are currently reviewing them again to reconfirm they are robust and see if we can make any improvements. We have suspended forced installation of prepayment meters while we conduct this latest review.”

A Scottish Power spokesperson said: “We would not switch a customer to prepayment without advanced notice and installing a prepayment meter is always a last resort, only after we have exhausted all other options to speak to and work with customers on debt repayment.

Read more:
How do prepayment meters work and what are the rules around them?
What you need to know about allegations prepayment meters were forced on vulnerable customers
Boss of British Gas owner says there is ‘no excuse’ after prepay meters forced on vulnerable people

“We deplore the behaviours reported and have suspended all warrant installations while a thorough investigation takes place.”

Shell Energy said it had extended an annual winter moratorium on forced installations.

“Every year we pause installs in December and January, and we have extended this moratorium this winter. It’s only ever a last resort if a customer doesn’t engage with us for at least six months – we will always find a way to help if they do. And even then, if there is any sign of vulnerability we will not install a pre-payment meter.

Click to subscribe to the Sky News Daily wherever you get your podcasts

OVO Energy told Sky News it had suspended “warrant activity” in November and has now suspended all debt recovery on prepayment meters until March.

While there is great concern about the increase in the imposition of prepayment meters as a consequence of soaring prices, suppliers face financial pressure as a consequence of millions of customers struggling to meet payments.

Around 40% of customers are estimated to be spending more than 10% of their income on energy and nearly a million energy customers are now in arrears with suppliers with no plan to repay debts.

Ofgem did not respond to requests for comment at the time of publication.

Have you been forced to take a prepayment meter or have you worked for a company that breaks into people’s homes? You can share your story, pictures or video with us using our app, private messaging or email.

:: Your Report on Sky News apps

:: WhatsApp

:: Email

By sending us your video footage/ photographs/ audio you agree we can broadcast, publish and edit the material.

Related posts:

All-stars advice platform Vintro eyes £20m for global expansion A national insurance hike to boost social care would be built on a misunderstanding Haulage industry delivers stinging criticism of new govt plans to ease driver shortage Ministers intervene in £6.3bn Meggitt takeover ‘to assess any national security concerns’ Green investment, the music industry, and Virgin Media’s merger with O2 HGV driver crisis: ‘Things are not visibly getting better at this stage’ HS2 plans, finnCap sales and Land Securities’ recovery British Gas chief to waive £1.1m bonus as households face bill surge Who is going on strike this month and when Ex-chancellor Lord Hammond enlisted by new £1bn UK fintech fund Catering giant Compass reports recovery that beats expectations Help on the way for energy-intensive industries, PM says