Statement in response to analysis by Citizens Advice about people’s meters being switched to prepayment mode without warning

The situations that have been highlighted by Citizens Advice about some people’s meters being switched to prepayment mode without warning are very concerning. 

For the hundreds of thousands of people who have chosen a smart meter in prepay mode, there are significant advantages compared with an analogue meter. These include the ability to see your energy use in pounds and pence and the ability to top up online instead of at the shops. Additional support such as the Energy Bill Support Scheme payments are also automatically available to smart prepay customers, whereas customers with analogue meters are required to redeem a voucher.  

If customers have not chosen to prepay for their energy, there are strict rules set by Ofgem which mean that suppliers should only be switching any meter – analogue or smart – to prepay as a last resort and only where it is safe to do so.

Smart prepay – what are the smart meter benefits for prepay customers

Getting support with energy debt - what to do if you think you need help with your energy bills.