Under-fire energy supplier British Gas is to stop using third-party contractors to force fit prepayment meters in customers’ homes and will go back to doing the work itself.
The power giant, which is the UK's biggest, supplying gas and electricity to over 10 million homes, was slammed earlier this year after a report published in The Times newspaper exposed bullying tactics used by contractors employed by British Gas to force fit prepayment meters into vulnerable people's homes.
Agents with a court warrant were found to have broken into customers’ homes, even when they were known to have extreme vulnerabilities, causing shock waves and an investigation by industry regulator Ofgem.
Read more: British Gas prepay energy bills blunder leaves 'paranoid' Gateshead woman £215 in debt
As a direct result of the revelations, 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.
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, such as for stair lifts or medical equipment.
Suppliers are allowed to decide on a case-by-case basis on other potential vulnerable categories, such as households with under-fives, over-75s, those with health conditions or learning difficulties, the bereaved, or pregnant women, and agents will have to wear body cams on welfare visits and forced installations. Suppliers must add £30 of credit on meters installed with a warrant.
The company has announced it will no longer use agents to do fit prepayment meters under warrant.
After The Times feature, British Gas carried out an independent probe, according to The Mirror, and concluded there were “no systemic issues” with prepayment meters fitted under warrant, although it did find a “limited number of cases where lessons need to be learned.”
Chris O’Shea, chief executive of British Gas owner Centrica, said after the revelations that there was "no excuse" after the investigation found debt collectors Arvato Financial Solutions forcing their way into homes to fit the devices, despite signs children and disabled people were living there.
He said of the company's independent probe: “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.”
Grieving sisters Catherine and Jo Montgomery last month told Chroniclelive about the 'appalling' treatment they endured from British Gas since the death of their mother last summer. Eileen Montgomery was 89 when she passed away in July 2022, and her daughters spent months trying to get a final energy bill for her Morpeth home.
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Catherine and Jo received over 20 letters and bills from the energy giant, including some from Arvato to chase the 'debt' and two threatening entry to their late mother's house to force fit a prepayment meter.
British Gas apologised to the sisters and sent out a correct bill, but Catherine said: "Our mum was a loyal British Gas customer for years and she was never in debt to anyone. She would have been in such as state if she had to face threats of debt collection and legal letters."
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