British Gas debt collectors allegedly broke into the homes of vulnerable customers to force fit pre-payment meters, an undercover investigation has claimed.
The meters mean that families who run out of credit will have their heating cut off, unlike customers who are in arrears with their bill payments. After The Times showed British Gas its investigation and evidence, the energy firm said it had now suspended the practice of force-fitting prepayment meters and has now launched its own investigation.
However, Business and Energy Secretary Grant Schapps has called the practice "abhorrent". He is now demanding an urgent meeting with British Gas.
On Twitter, Journalist Paul Morgan-Bentley, Head of Investigations at The Times, said: "Last month I worked undercover with debt collectors breaking into homes of vulnerable families for British Gas. We were sent to force-fit prepayment meters at homes including one where a mum was with her four week old baby.
"If families cannot top up, their heating can be cut off. Others who've had these meters force-fit for British Gas in recent weeks include a woman described in job notes as having 'severe mental health bipolar', a woman 'with mobility problems and is partially sighted' and a mother whose 'daughter is disabled and has a hoist'.
"After being approached by us for comment, British Gas has now suspended the practice of force-fitting prepayment meters. Ofgem, the energy regulator, has started a formal investigation into British Gas, saying: 'We won’t hesitate to take firm enforcement action'."
A video also shows footage of the debt collector who, when offering tips to Paul on "judging a customer's vulnerability", says: "If they're just saying: "Oh I'm a single mum with three kids..." That's not vulnerability." He then contrastingly admits: "It is a vulnerability, but I'm a bit old-school and a bit hard-nosed."
Centrica, which owns British Gas, said it "had policies in place that ensure warrants were only used as a last resort after several attempts to resolvve issues with customers". It also pointed out that it recently announced a fund of £10 million for prepayment customers.
However, Centrica said "it has begun an investigation, including into the practice of mode changes [remotely switching customers' meters] continuing last month".
A spokeswoman said: "Protecting vulnerable customers is a priority. The information The Times has shared with us is deeply concerning and we're taking these allegations seriously."
Centrica partner Arvato Financial Solutions who provide debt collecting services said it "acts compliantly at all times in accordance with the regulatory requirements", adding The Times investigtaion "was not reflective of how the company conducts interactions with customers".
A spokesman said: "If there has been any verbal or any other type of misconduct by individual employees, we deeply regret it."
After The Times approached British Gas, they suspended force-fitting prepayment meters, while energy regulator Ofgem began investigating debt collection at the company.
Business and Energy Secretary Grant Schapps is now demanding a prompt meeting with British Gas. He said: "I am horrified by the findings of this investigation and would like to thank The Times for shining a light on these abhorrent practices.
"I have asked Energy Minister Graham Stuart to hold a meeting with the company in the coming days, and he will be demanding answers to ensure this systemic failure is addressed."
The Times report can be read here
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