Understanding Prepayment Meters and Common Issues
Prepayment meters are a type of energy meter that require you to pay for your gas or electricity before you use it. Instead of receiving a bill at the end of the month, you add credit to your meter using a key, card, or sometimes an app. This system can help you manage your energy spending, but it also means that running out of credit will interrupt your supply until you top up again.
Common Problems with Prepayment Meters
Many people experience issues with their prepayment meters. Some of the most frequent problems include:
Difficulty reaching the meter: Meters are sometimes installed in awkward or inaccessible places, such as high up on a wall, in a locked cupboard, or outside the property. This can make it hard for people with mobility issues, older adults, or anyone without easy access to the meter to check readings or add credit.
Faulty meters: Prepayment meters can develop faults, such as failing to accept your key or card, displaying error messages, or not recording credit correctly. A faulty meter can leave you without power or heating, even if you have paid for credit.
Problems topping up credit: You might struggle to find a local shop or outlet to top up, especially late at night or in rural areas. Sometimes, the system that updates your meter with new credit might be down, or your key or card could be damaged or lost. These issues can quickly lead to a loss of supply.
Why These Problems Matter
If you cannot access your meter or add credit, your energy supply could be cut off, leaving you without essential heating, lighting, or hot water. This can be particularly serious for vulnerable people, such as those with young children, elderly family members, or anyone with health conditions. Problems with your prepayment meter can also lead to unexpected debts if the meter is not recording payments correctly or if you are unable to top up and fall behind.
Your Rights as a Prepayment Meter Customer
Energy suppliers in the UK must follow strict rules to protect customers with prepayment meters. The regulator, Ofgem, requires suppliers to provide extra support to those who are vulnerable or facing difficulties. This includes:
Ensuring your meter is safe, accessible, and working properly.
Offering alternative ways to top up if your usual method is unavailable.
Providing emergency credit if you cannot top up straight away.
Responding promptly to reports of faults or problems accessing your meter.
If you experience ongoing problems, your supplier must take reasonable steps to help you. You also have the right to complain if your supplier does not resolve the issue or if you feel you are not being treated fairly.
For a broader overview of your rights and the steps you can take if you are having problems with your energy supply or supplier, you can explore further guidance on what to expect and how to get help.
What Is a Prepayment Meter?
What Is a Prepayment Meter?
A prepayment meter is a type of gas or electricity meter that requires you to pay for your energy before you use it. Instead of receiving a bill at the end of each month or quarter, you add credit to your meter in advance. This means you can manage your energy spending more closely and avoid unexpected bills.
Prepayment meters are commonly used in homes where people want to keep tighter control over their energy usage or where there are outstanding debts with an energy supplier. Sometimes, energy companies may install a prepayment meter if you have fallen behind on payments, but they must follow strict rules before doing so.
How Topping Up Works
You can add credit to your prepayment meter in several ways, depending on the type of meter you have:
Key or Card: Most traditional prepayment meters use a plastic key or card. You take this to a local shop or paypoint (such as a Post Office or convenience store) and top up with cash or a debit card. The key or card is then inserted into your meter at home, which transfers the credit.
Smart Prepayment Meters: Newer meters often allow you to top up using an app, online, or over the phone. These smart meters can update your balance remotely, so you may not need to physically insert a key or card.
Vouchers: In some cases, you might be given a voucher by your supplier or a support scheme. These can be redeemed in shops or online to add credit to your meter.
It’s important to keep your key, card, or app details safe, as you need them to top up your meter. If you lose them, contact your energy supplier as soon as possible to get a replacement.
What Happens If You Run Out of Credit?
If you do not top up your prepayment meter and your credit runs out, your supply of gas or electricity will usually stop. Most meters have an “emergency credit” option, which gives you a small amount of extra energy if you cannot top up straight away. However, you’ll need to pay this back the next time you add credit.
Your Rights and Supplier Responsibilities
Energy suppliers must follow rules set out by Ofgem, the energy regulator, and the government. For example, under the Gas Act 1986 and the Electricity Act 1989, suppliers must ensure that prepayment meters are safe, accessible, and working properly. The Ofgem Supply Licence Conditions also require suppliers to offer support if you have difficulty topping up, especially if you are vulnerable or have specific needs.
If you have a problem with your prepayment meter – such as being unable to top up, a faulty meter, or issues accessing a paypoint – your supplier must help you resolve the issue promptly. They should also provide emergency credit or additional support if you are at risk of losing supply, particularly in cold weather or if you have young children, are elderly, or have health conditions.
Understanding how your prepayment meter works and your rights can help you manage your energy use and get support if problems arise.
Common Problems with Accessing or Topping Up Your Meter
Common Problems with Accessing or Topping Up Your Meter
Many people experience difficulties with their prepayment meters, which can make it hard to keep the lights or heating on. If you are struggling to access your meter or add credit, you are not alone – and you have rights under UK law. Below are some of the most common problems and what you can do about them.
Physical Access Issues
Sometimes, the meter itself is in a location that is hard to reach. This can be a particular problem for people with mobility issues, health conditions, or disabilities. Common examples include meters placed high up on a wall, in a locked cupboard, or outside in an awkward spot.
Your rights: Under the Equality Act 2010, energy companies must make reasonable adjustments if you have a disability or health condition that makes accessing your meter difficult. This could mean moving the meter to a more accessible location or providing you with a different way to top up. If you are not able to physically access your meter, contact your supplier and explain your situation – they have a legal duty to help.
Faulty or Broken Meters
If your prepayment meter is faulty or broken, you might not be able to top up, or the meter might not register the credit you add. Signs of a faulty meter include:
The display is blank or shows an error message.
The meter does not accept your key, card, or token.
You have topped up, but the credit has not been added.
The meter cuts off your supply even though you have credit.
Your rights: Suppliers are required by Ofgem regulations to ensure your meter is working correctly. If you think your meter is faulty, contact your supplier as soon as possible. They must repair or replace a broken meter promptly – usually within a few hours if you are without gas or electricity, especially if you are vulnerable (for example, elderly, disabled, or have young children).
Problems with Payment Methods or Devices
Prepayment meters usually require a key, card, or token to add credit. Problems can arise if:
The key or card is lost, stolen, or damaged.
The device is not recognised by the meter.
You cannot find a local shop or outlet to top up.
The payment system is down or not working.
If you are unable to top up because of a lost or faulty device, your supplier must provide a replacement, usually free of charge. If you cannot top up due to a lack of nearby outlets, suppliers are expected to offer alternative ways for you to add credit, such as online or by phone. Ofgem’s rules require suppliers to ensure you can always access a way to pay for your energy.
Supplier Not Providing Adequate Support or Information
Sometimes, the biggest problem is getting help from your supplier. You might find that:
Customer service lines are hard to reach.
Staff do not provide clear information or solutions.
The supplier is slow to respond to urgent issues, such as being left without power.
Your rights: Energy suppliers are regulated by Ofgem and must follow the Standards of Conduct. These rules require them to treat customers fairly, provide clear information, and help you resolve problems quickly. If your supplier is not helping, you can make a formal complaint. If you are in a vulnerable situation, suppliers must offer extra support, including emergency credit or additional help with topping up.
If you are experiencing any of these issues, it is important to contact your supplier as soon as possible and explain your situation. Keep a record of your communications and any problems you face, as this can help if you need to escalate your complaint or seek further assistance.
Your Rights and Energy Supplier Responsibilities
Your Rights and Energy Supplier Responsibilities
If you use a prepayment meter for your gas or electricity, you have clear rights, and your energy supplier has legal responsibilities to ensure you can access, top up, and use your energy safely and fairly.
Easy Ways to Top Up and Maintain Your Meter
Energy suppliers must provide you with straightforward and accessible methods to top up your prepayment meter. This includes offering a range of options – such as local shops, online services, or mobile apps – so you can add credit in a way that suits your circumstances. If you are unable to top up as usual, for example due to a lost or faulty key or card, your supplier must help you get a replacement quickly and ensure you’re not left without energy.
Prompt Repairs and Support for Vulnerable Customers
If your prepayment meter is faulty, your supplier is legally required to fix it promptly. Under the Electricity Act 1989 and Gas Act 1986, suppliers must ensure your meter is safe and accurate. If you are considered a vulnerable customer – such as if you are elderly, disabled, have young children, or face financial hardship – suppliers have extra duties to support you. This could include arranging emergency credit, sending an engineer quickly, or providing alternative ways to access energy while repairs are made.
Your Right to Fair Treatment and Protection from Discrimination
You are entitled to be treated fairly by your energy supplier, no matter your background or circumstances. It is illegal for suppliers to discriminate against you based on factors like age, disability, race, or financial situation. If you believe you have been treated unfairly or denied support because of who you are, you can take action to fight discrimination by energy suppliers.
What to Do If Your Supplier Isn’t Helping
If your supplier is not helping you resolve issues with your prepayment meter, you do not have to accept poor service. Start by making a formal complaint to your supplier, explaining the problem in detail and requesting a prompt solution. If you do not get a satisfactory response, you may be able to escalate your complaint to the Energy Ombudsman or seek further advice. Make sure to keep records of all your communications.
For more information on your legal protections and what to expect from your energy provider, see our guide to know your rights about energy bills. This can help you understand the rules suppliers must follow and what you can do if they fall short.
Remember, you should never be left without gas or electricity because of supplier failures or unreasonable barriers to topping up your meter. If you are struggling to get help, don’t hesitate to seek advice and assert your rights.
Supplier Obligations for Prepayment Meter Users
Supplier Obligations for Prepayment Meter Users
Energy suppliers in the UK have clear legal responsibilities to ensure that prepayment meter customers are treated fairly and can access their energy without unnecessary barriers. If you use a prepayment meter for your gas or electricity, it’s important to understand what your supplier must do to support you, especially if you are facing difficulties topping up or accessing your meter.
Ensuring Meters Are Accessible and Working
Suppliers must make sure that your prepayment meter is easy to reach and in good working order. This means:
Physical Access: If you have trouble reaching your meter due to its location (for example, if it’s placed too high or in a difficult spot), your supplier is required to take reasonable steps to resolve this. This could include moving the meter to a more accessible place, especially if you are disabled or have mobility issues.
Faulty Meters: If your meter is not working properly – for example, if it won’t accept credit or displays an error – your supplier must arrange for a repair or replacement as soon as possible. You should not be left without energy because of a fault that is outside your control.
Offering Reasonable Ways to Top Up Credit
Suppliers are also required to provide convenient and accessible ways for you to add credit to your prepayment meter. This includes:
Multiple Top-Up Options: You should be able to top up your meter at various locations or through different methods, such as local shops, online, or via mobile apps. If your usual top-up point closes or becomes unavailable, your supplier must help you find an alternative.
Support During Outages: If you cannot top up due to a technical issue or supplier problem, your supplier should offer emergency credit or provide another way for you to access energy until the issue is resolved.
Supporting Vulnerable Customers
Special rules apply if you are considered a vulnerable customer, such as if you are elderly, disabled, or have a long-term health condition. Suppliers must:
Provide Extra Help: This might include moving your meter to a more suitable location, offering additional credit, or making sure you are not left without energy, particularly in cold weather or if you rely on electricity for medical equipment.
Prioritise Your Needs: If you are on the Priority Services Register, you are entitled to extra support, including tailored communications and faster response times for repairs or access issues.
What the Law Says
These obligations are set out in the gas and electricity supply licences, which are enforced by Ofgem (the energy regulator). Suppliers must comply with the Standards of Conduct, which require them to treat customers fairly and provide appropriate support. If you believe your supplier isn’t meeting these requirements, you have the right to complain and escalate the issue if necessary.
For more detailed information about your rights and what your supplier must do, see the Energy Supply Regulations provided by Citizens Advice.
If you are struggling to access or top up your prepayment meter, don’t hesitate to contact your supplier for help. If they do not resolve your issue, you can seek independent advice and support from organisations like Citizens Advice.
Your Rights if Your Meter Is Faulty or Inaccessible
Your Rights if Your Meter Is Faulty or Inaccessible
If you are having problems with your prepayment meter – such as it being faulty, broken, or impossible to access – there are clear rules in place to protect you. Energy suppliers in the UK must follow strict regulations to ensure you are not left without gas or electricity, and that you are treated fairly.
Right to a Timely Repair or Replacement
Under the Gas Act 1986 and the Electricity Act 1989, as well as Ofgem’s Standards of Conduct, your energy supplier is responsible for making sure your meter is in good working order. If your prepayment meter is faulty, not accepting top-ups, or you cannot physically access it (for example, if it is in a locked cupboard or a dangerous location), you have the right to ask your supplier to fix the problem.
Suppliers must arrange for a repair or replacement as soon as reasonably possible. In most cases, this means visiting your home within a few hours, especially if you have run out of credit and are without supply. If the issue is not urgent, it should still be resolved within a reasonable timeframe, usually within a few working days. If you are classed as a vulnerable customer – such as if you are elderly, disabled, or have young children at home – your supplier must prioritise your case.
Right to Alternative Payment Methods
If you are unable to top up your prepayment meter in the usual way – for example, if your local top-up shop is closed, your key or card is not working, or you cannot get to a shop due to illness or disability – your supplier must offer you alternative ways to pay. This could include:
Sending you a new key or card
Allowing you to top up online or over the phone
Arranging for a meter engineer to add credit directly to your meter
The supplier should not leave you without gas or electricity simply because you cannot use the standard top-up method. Ofgem’s rules require suppliers to provide reasonable support to help you stay on supply.
Right to Raise Complaints and Escalate
If your supplier does not act quickly to fix a faulty or inaccessible meter, or if you are unhappy with how they handle your situation, you have the right to make a complaint. Every energy supplier must have a clear complaints procedure and must try to resolve your issue within eight weeks.
If you are not satisfied with their response, or if the issue is not resolved after eight weeks, you can escalate your complaint to the Energy Ombudsman. The Ombudsman can investigate and may order your supplier to take action, apologise, or pay you compensation.
Remember, you should never be left without energy because of a faulty meter or problems topping up. The law is on your side, and suppliers are required to support you in these situations. If you are unsure about your rights, keep records of all your contact with your supplier, including dates and details of what was said, to help if you need to escalate your case.
What to Do If You Can’t Top Up Your Prepayment Meter
If you’re unable to top up your prepayment meter – whether due to a faulty meter, a problem with your key or card, or financial difficulties – it’s important to act quickly to avoid losing access to gas or electricity. Here’s what you should do:
1. Check for Simple Issues
First, make sure you’re using the correct payment device (such as your key or card) and that you’ve inserted it properly. Sometimes, cleaning the contacts on your key or card with a dry cloth can help if there’s a connection problem.
2. Report Faulty Meters or Payment Devices
If your prepayment meter, key, or card is faulty or not working, contact your energy supplier straight away. By law, your supplier must ensure you can access energy safely and reliably. They are responsible for fixing or replacing faulty meters and devices, usually at no charge. If you run out of credit because of a fault, your supplier should provide emergency credit or arrange a repair visit as soon as possible – especially if you’re considered vulnerable (for example, if you have young children, are elderly, or have a health condition).
3. What If You Can’t Get to a Top-Up Point?
If you can’t physically get to a shop to top up – perhaps due to illness, disability, or because your usual top-up location is closed – let your supplier know. They may be able to offer alternatives, such as sending someone to top up for you, providing a code for online or phone top-ups, or arranging a temporary solution until you can access a shop.
4. If You Can’t Afford to Top Up
If you’re struggling to afford credit for your prepayment meter, you’re not alone. Energy suppliers are required by Ofgem rules to offer support to customers in financial difficulty. This could include:
Emergency credit, which lets you keep your supply on for a short period
Friendly credit, which prevents disconnection overnight, at weekends, or on public holidays
Extra support if you’re in a vulnerable situation
You can find detailed advice and further steps on what to do if you can’t afford to top up your prepayment meter.
5. Getting Help with Bills and Financial Support
There are various schemes and grants available that may help you pay your energy bills or clear arrears. Your supplier should tell you about any support you’re eligible for, but you can also explore grants and benefits to help you pay your energy bills to see what assistance is available.
6. Your Rights and What to Expect from Your Supplier
Under Ofgem regulations, your supplier must:
Offer prompt help if you report problems topping up
Ensure you are not left without gas or electricity, especially if you are vulnerable
Provide clear information about any charges or repayment plans
If your supplier is not helping or you feel your needs are not being met, you can make a formal complaint. Keep a record of all contact and any steps taken.
Taking these steps can help you stay on supply and get the support you need. If you’re unsure about your rights or need further help, don’t hesitate to reach out to your supplier or seek independent advice.
Reporting Faulty Meters or Payment Issues
Reporting Faulty Meters or Payment Issues
If you’re having trouble with your prepayment meter – such as not being able to top up, your meter not accepting your payment card or key, or the display showing an error message – it’s important to act quickly. The same applies if you can’t physically access your meter or if you believe the meter itself is faulty.
Who to Contact at Your Energy Supplier
Your first step should always be to contact your energy supplier directly. Every supplier has a dedicated customer service team to help with prepayment meter issues. You can usually find their contact details on your latest bill, your top-up receipt, or the supplier’s website. Many suppliers also have emergency helplines for urgent problems, such as if you have no gas or electricity.
When you call, ask to speak to the team that handles prepayment meters or technical faults. If your issue is urgent – such as having no supply – make this clear at the start of the conversation.
What Information to Provide
To help your supplier resolve the problem as quickly as possible, be ready to provide:
Your account number (found on your bill or top-up receipt)
The address where the meter is located
Details of the problem (for example, error codes on the meter, messages displayed, or issues with your key/card)
When the problem started
What you’ve tried already (such as re-inserting the key or card, or trying a different top-up shop)
Whether you or anyone in your home is vulnerable (for example, young children, elderly residents, or anyone with a medical condition)
If you’re unable to access your meter (for example, if it’s in a locked cupboard or an unsafe location), let your supplier know. Energy suppliers are required by Ofgem’s rules to ensure meters are accessible for all customers, especially those who are disabled or have mobility issues.
Timeframes for Repairs or Fixes
Energy suppliers must respond quickly to prepayment meter problems, especially if you have no gas or electricity. Ofgem’s regulations state that suppliers should restore your supply within a reasonable time – usually within 3 hours on a working day, or within 4 hours on a weekend or bank holiday, once you’ve reported the issue. These response times are set out in the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015.
If your supplier fails to fix the problem within these timeframes, you may be entitled to compensation. The supplier is also required to provide you with clear information about what will happen next and any temporary solutions, such as issuing a replacement key or card, or arranging for an engineer to visit your home.
Remember, if you or someone in your household is considered vulnerable, let your supplier know as soon as possible. Suppliers have extra obligations under Ofgem’s Priority Services Register to provide additional support, such as fast-tracking repairs or offering alternative ways to top up.
By providing as much information as you can and knowing your rights, you can help ensure your prepayment meter issues are resolved as quickly and smoothly as possible.
Financial Support and Help
Financial Support and Help
If you’re struggling to afford topping up your gas or electricity prepayment meter, you’re not alone. There are several ways you can get financial support, and your energy supplier has a legal duty to help you if you’re in difficulty.
What to Do If You Can’t Afford to Top Up
Under Ofgem rules, your supplier must offer support if you tell them you’re having trouble paying for energy. This includes offering a more manageable repayment plan, giving you extra time to pay, or providing emergency credit on your prepayment meter. If you’re classed as a vulnerable customer – such as if you have young children, a disability, or a long-term health condition – your supplier must take extra care to make sure you’re not left without energy.
If your meter runs out and you can’t top up, contact your supplier straight away. They may be able to add emergency or friendly credit to your meter so you can keep using gas or electricity until you’re able to pay.
Grants, Benefits, and Financial Assistance
You might be eligible for grants or benefits to help with your energy costs. Many suppliers offer their own hardship funds for customers in financial difficulty. These grants can help pay off debt on your meter or cover the cost of future top-ups. Check with your supplier to see what’s available and how to apply.
You could also qualify for government benefits such as the Warm Home Discount, Winter Fuel Payment, or Cold Weather Payment if you meet certain criteria. These schemes are designed to help people on low incomes, pensioners, and those with disabilities manage their energy bills.
If you use fuels like oil, LPG, or coal instead of gas or electricity, there may be different types of support available. Find out more about help with bills if you use alternative fuels.
Extra Help for Vulnerable Customers
Energy suppliers in the UK are required by law to provide extra support for customers who are considered vulnerable. This includes making sure you have access to emergency credit, not disconnecting your supply during the winter months, and offering advice on how to reduce your energy use.
You can also ask to be added to your supplier’s Priority Services Register. This gives you access to free extra services, such as regular meter readings, accessible bills, and advance notice of planned power cuts.
If you’re unsure what help you can get, don’t hesitate to contact your supplier and explain your situation. They must take your circumstances into account and offer suitable support to make sure you’re not left without energy.
Getting the right financial support can make a real difference if you’re struggling to top up your prepayment meter. Explore your options, ask your supplier about grants or extra help, and check if you qualify for additional support schemes.
If Your Energy Supplier Is Not Helping
If your energy supplier isn’t helping you resolve problems with your prepayment meter – such as ignoring your requests, delaying repairs, or failing to provide support – you have rights and options to get the help you need.
What to Do If Your Supplier Ignores or Delays Fixing Problems
Energy suppliers in the UK are legally required to provide a working prepayment meter and ensure you can top up easily. If your meter is faulty, you can’t add credit, or you’re left without gas or electricity, your supplier must act quickly to put things right. Suppliers must follow rules set out by Ofgem (the energy regulator), including responding to urgent issues within a reasonable timeframe – usually within a few hours for loss of supply.
If your supplier isn’t responding, keep a record of all your contact attempts (including dates, times, and what was discussed). This will be useful if you need to escalate your complaint.
Escalating Complaints Within the Company
If your initial contact doesn’t resolve the issue, ask to make a formal complaint. Every supplier must have a clear complaints process – this is your right under the energy supply licence conditions. Make your complaint in writing if possible, so you have a record. Clearly explain the problem, what you want them to do, and include any evidence or details.
Suppliers usually have up to eight weeks to resolve complaints. During this time, they should keep you updated and work towards a solution.
Contacting the Energy Ombudsman or Regulator
If your complaint isn’t resolved after eight weeks, or if you receive a ‘deadlock letter’ saying your supplier can’t do anything more, you can take your case to the Energy Ombudsman. The Ombudsman is independent and can require your supplier to fix the problem, apologise, or even pay compensation.
To start this process, gather all your evidence (such as emails, letters, and notes from phone calls) and submit your complaint to the Ombudsman. Their decision is binding on the supplier.
If you’re facing a threat of disconnection because of unresolved meter problems, you have additional protections. Find out more about your rights if you’ve been told your energy supply will be disconnected.
If your supplier stops trading while you’re having issues, read what to do if your energy supplier has gone bust.
Considering Switching Suppliers
If your supplier continues to let you down or fails to resolve your meter issues, you may want to switch to a different company. You have the right to change supplier, even if you use a prepayment meter or owe a small amount (usually less than £500 per fuel).
To make the process easier, you can use a letter to switch energy supplier if you have a prepayment meter. This template helps you explain your situation and start the switch.
If you notice your account has been switched to a new supplier without your agreement – which can sometimes affect your meter service – there are steps you can take. Learn what to do if you didn’t agree to switch energy supplier.
Remember, you don’t have to accept poor service. Energy suppliers must meet strict standards, and support is available if they don’t. Taking these steps can help you get your meter working again and ensure you’re treated fairly.
How to Complain and Escalate
How to Complain and Escalate
If you’re having problems getting to or topping up your prepayment meter, and your energy supplier isn’t helping, you have the right to make a formal complaint. Energy suppliers in the UK are required by law to handle complaints fairly and promptly, following rules set out by Ofgem (the energy regulator) and the Consumer Complaints Handling Standards Regulations 2008.
Steps to Raise a Formal Complaint
Contact Your Supplier Directly
Start by telling your supplier about the problem. You can do this by phone, email, or in writing. Clearly explain what’s gone wrong – for example, if your meter is faulty, you can’t access a top-up point, or you’re not getting the support you need. Keep a record of your contact, including dates, times, and the names of anyone you speak to.Follow Up in Writing
If the issue isn’t sorted after your first contact, follow up in writing. Ask for the complaint to be handled under their formal complaints procedure. Most suppliers have a dedicated complaints team and must give you a written response explaining what they’ll do to resolve your issue.Give Your Supplier Time to Respond
By law, your supplier must try to resolve your complaint within 8 weeks. During this time, they should keep you updated and explain any steps they’re taking. You should receive a “final response” letter, which sets out their decision and any offer to put things right.
What to Expect
Acknowledgement: Your supplier should acknowledge your complaint promptly, usually within a few working days.
Investigation: They must investigate the problem and keep you informed of progress.
Resolution: If your complaint is upheld, the supplier may offer compensation, a formal apology, or practical help (such as repairing your meter or arranging emergency credit).
Final Response: If you’re not satisfied with their answer, or if 8 weeks pass without resolution, you can take your complaint further.
Escalating to the Energy Ombudsman
If your supplier doesn’t resolve your complaint within 8 weeks, or if you receive a “deadlock letter” (which means they can’t do anything more), you can escalate your complaint to the Energy Ombudsman. The Ombudsman is an independent service that can investigate your case and order the supplier to put things right. This might include making repairs, issuing compensation, or giving you a written apology.
Contact details for the Energy Ombudsman:
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Using the Ombudsman is free, and their decision is binding on the supplier if you accept it. You don’t have to accept their decision if you’re not satisfied, but you may then need to consider further legal options.
Remember, suppliers must treat you fairly and cannot disconnect your supply without following strict rules, especially if you are vulnerable or facing financial difficulties. If you feel your complaint isn’t being taken seriously or you’re left without energy, don’t hesitate to escalate your case.
Switching Energy Suppliers
Switching Energy Suppliers
Switching energy suppliers can sometimes help resolve problems with your prepayment meter, especially if your current supplier is not addressing faults or making it difficult for you to top up. Here’s what you need to know about switching with a prepayment meter, and what to do if your supplier changes without your consent.
When Switching Might Help
If you’re regularly experiencing issues – such as a faulty meter, poor customer service, or limited top-up options – switching to a different supplier could improve your situation. Some suppliers offer more convenient ways to top up, like online or mobile app payments, or provide better support for vulnerable customers. Under Ofgem rules, all suppliers must make sure prepayment customers can access and top up their meters, but service levels can vary.
Before switching, check whether your current supplier is required to resolve your issue. For example, if your meter is faulty, they must repair or replace it within a reasonable time. If you feel your supplier isn’t meeting these obligations, switching could be a practical solution.
How to Switch with a Prepayment Meter
Switching suppliers with a prepayment meter is straightforward, but there are a few things to keep in mind:
Outstanding Debt: If you owe less than £500 for gas or £500 for electricity, you can usually switch and transfer the debt to your new supplier under the Debt Assignment Protocol. If your debt is higher, you may need to pay it down before switching.
Eligibility: Some suppliers may have specific requirements for prepayment customers, such as meter type or location. Always check with the new supplier before starting the switch.
Process: You can compare tariffs and sign up with a new supplier online, by phone, or in person. Your new supplier will handle the switch and inform your current supplier.
No Disconnection: You will not lose your energy supply during the switch. The process usually takes about 21 days.
If you’re unsure whether your supplier has changed – perhaps you’ve received unexpected communications or your top-up method has stopped working – you can check who’s taken over your energy supply to confirm the details.
If You’re Switched Without Your Consent
If you find out your energy supplier has changed and you didn’t agree to it (sometimes called “erroneous transfer”), you have the right to have the situation corrected. This can happen if there’s a mistake with your details or if someone else signed up to switch your supply by accident.
Here’s what you should do:
Contact Both Suppliers: Inform both your old and new supplier that you did not consent to the switch. They are required by Ofgem rules to investigate and resolve the issue.
Restoration: You should be returned to your original supplier, and any credit or debt on your prepayment meter should be correctly transferred back.
Compensation: If you’ve been left without energy or have incurred extra costs, you may be entitled to compensation.
If you’re unsure who your current supplier is, use the check who’s taken over your energy supply tool to find out.
Switching can be a helpful step if you’re not getting the support you need with your prepayment meter. Make sure to understand your rights and take action if you’ve been switched without your consent. If you need further advice, consider speaking to a local advice agency or consumer support service.
Additional Considerations and Related Topics
When dealing with problems accessing or topping up your prepayment meter, it’s important to consider a few related issues that could affect your energy supply and your rights. Below, we cover some additional topics that may be relevant to your situation, including power cuts, charges from your landlord, heat networks, and how to stay safe during disruptions.
Power Cuts and Your Rights
If you’re unable to add credit to your prepayment meter, you might experience a power cut. Power cuts can also occur for other reasons, such as faults on the network. If your energy supply is interrupted, you may be entitled to compensation in certain circumstances. For example, if your supplier or network operator fails to restore your electricity within a set timeframe, you could have a right to get compensation if you have a power cut. This is especially relevant if your meter issues directly cause a loss of supply. It’s a good idea to keep records of any outages and your communications with your supplier.
Charges from Your Landlord if You Rent
If you live in rented accommodation, your landlord might be responsible for the energy supply or the prepayment meter. There are strict rules about what your landlord can charge for energy. By law, landlords cannot make a profit on energy charges – they can only ask you to pay what they themselves are charged by the supplier, plus a small administration fee in some cases. If you think your landlord is overcharging or not supporting you with meter problems, you have the right to challenge this and seek advice.
Homes on Heat Networks
Some properties, especially flats or new developments, are supplied by a communal or district heating system known as a heat network. These systems work differently from traditional gas or electricity meters and may have their own payment and top-up arrangements. If your home is affected, you may face unique issues with billing or supply. You can find more information about your rights and what to do if your home is on a heat network.
Preparing for Power Cuts and Staying Safe
Whether your supply is interrupted due to meter issues or a wider network problem, it’s important to be prepared. Planning ahead can help you stay safe and comfortable during a power cut. Simple steps include keeping a torch and batteries handy, charging your mobile phone in advance, and knowing where your meter and fuse box are located. For more detailed advice, see our guide to power cuts – preparation and tips.
By understanding these additional considerations, you can better protect your rights, manage your energy costs, and stay safe if you experience problems with your prepayment meter or energy supply. If you need further support, your energy supplier has a legal duty to help, especially if you are in a vulnerable situation.
