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Rise in forced prepayment meter installations “troubling” says Citizens Advice

18 June 2018

Citizens Advice has responded to Ofgem’s annual consumer vulnerability report, which found a rise in the number of forced prepayment meter installations to recover debt.

Gillian Guy, chief executive at Citizens Advice, said:

“It’s troubling to see the numbers of forced prepayment meter installations creeping up.

“Energy suppliers have a responsibility to support vulnerable customers, and should only install prepayment meters under warrant as a last resort. Clearly, many suppliers could do more to get customers in debt onto repayment plans and signpost them towards support.

“Anyone worried about paying their energy bill should contact their energy supplier and ask for an affordable payment plan. They can also get impartial information and support from their local Citizens Advice or the Citizens Advice Consumer Service.”

Notes to editors

  1. Citizens Advice has a statutory role as the consumer advocate for energy consumers across the UK.
  2. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  3. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  4. To get advice online or find your local Citizens Advice in England and Wales, visit
  5. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  6. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  7. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.
UAT (Release)