British Gas has commenced forced installations of prepayment meters in customer homes after regulatory authorities lifted a restriction that had been in place for nearly four years. The lifting of the block follows a settlement valued at more than £100 million that the company paid to resolve allegations regarding its handling of vulnerable customers during the previous energy price surge.
The regulator’s decision allows British Gas agents to proceed with forced meter installations beginning this winter, a period when households anticipate significant energy expenses. According to previous investigations, company agents had disregarded indicators of vulnerability in struggling households during meter installations, including homes where residents experienced severe mental health conditions or physical disabilities. The initial scandal generated substantial concern among fuel poverty advocates and government officials, particularly as authorities were implementing support measures to address rising energy costs.
Ofgem had previously maintained an industry-wide prohibition on forced meter installations, which it subsequently modified to permit certain suppliers to resume the practice. However, installations remain prohibited in homes with young children or residents over 75 years old. The regulator emphasized that forced meter installations should only occur as a final option following rigorous verification procedures to ensure debt recovery is conducted lawfully and safely.
Advocacy groups expressed concern that the timing of the regulatory change could intensify household anxieties about falling behind on payments during the winter months. Representatives from fuel poverty organizations noted that while additional safeguards have been implemented since the previous crisis, systemic issues identified in earlier investigations persist. British Gas stated that household energy debt is projected to reach £7 billion, contributing substantially to average household bills. The company asserted that it would prioritize early engagement with customers, provide targeted assistance, and establish flexible repayment arrangements, reserving forced meter installations for situations where other options have been exhausted.
Ofgem’s regulations mandate that suppliers attempt contact with customers at least 10 times before installation and conduct welfare visits beforehand. Installations remain prohibited in homes classified as highest risk, including those with residents over 75, children under two, or individuals with serious health conditions. Government representatives stated they would maintain close oversight to prevent recurrence of previous practices involving vulnerable customers.
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