Making sure prepayment meters are safe and practical for your home
Energy suppliers in the UK must only install or keep a prepayment meter if it is safe and suitable for your household. They also need to keep checking this. If your situation changes, they must take action.
Suppliers should look at things like:
- Do you understand how to use the meter?
- Do you have any barriers, such as a disability or mental health challenges?
- Is there a risk you could run out of credit and lose your energy supply? If yes, could this affect your health or safety?
- If you have a smart prepayment meter, do you have access to a mobile phone and know how to use apps?
- If you have a traditional meter, how easy is it for you to top up? Is the distance too far, especially if you live in a rural area or have mobility issues?
Extra protection for some households
The rules from Ofgem say suppliers must not force a prepayment meter on households at higher risk. This includes homes with:
- People who rely on electric-powered medical equipment
- No way to top up credit
- People aged over 75 who have no support
- Children under 2 years old
Serious health conditions that need constant heating or power
What this means for you
If a prepayment meter is not safe for you, and you do not want to keep it, your supplier must offer another way to pay for your energy.
If you think your meter is not safe for your situation, it’s important to tell your supplier so they can help.