Energy debt doesn't give a supplier a free pass to force a prepayment meter into your home. Since November 2023, a mandatory Ofgem code sets out exactly what they must do first — and who can't be forced at all.
Why this rule exists
Following widespread reports in 2022–2023 of vulnerable households being left without power after forced prepayment meter (PPM) installations, all major UK energy suppliers agreed to a voluntary pause and then a Code of Practice. From 8 November 2023, that code became mandatory and part of suppliers' licence conditions — meaning a breach can trigger enforcement action and financial penalties, not just criticism.
Who can never be forced onto a prepayment meter
Ofgem's rules ban involuntary PPM installation entirely for certain high-risk groups, including households with someone aged 75 or over with no other support in the home, and households with a child under 2. Other protected circumstances include a resident who requires a continuous power supply for medical reasons, such as home dialysis or oxygen equipment, or serious mental health vulnerabilities.
What suppliers must do before any forced installation
- Make multiple documented attempts to contact the customer directly — guidance developed with Citizens Advice and Energy UK sets out the expected minimum contact attempts
- Carry out a welfare assessment, including where possible a site visit, before proceeding
- Confirm the household doesn't fall into a protected high-risk category
- Offer alternative repayment arrangements before resorting to a forced meter change
If a supplier skips these steps, the installation itself may be improper — and Ofgem's rules require suppliers to audit for wrongful installations and offer redress, including compensation and a return to a standard payment method, where they find one.
How to challenge a forced installation
- Check whether your household falls into a protected category under the Code of Practice.
- Request in writing the record of contact attempts and welfare assessment the supplier claims to have made before installing.
- If the required steps weren't followed, raise a formal complaint asking for removal of the meter and a return to your previous payment method.
- Ask explicitly about compensation for a wrongful installation — Ofgem's rules anticipate this as a remedy.
- Escalate to the Energy Ombudsman if the supplier doesn't resolve it after the required waiting period.
What this means practically
- A prepayment meter cannot legally be forced into certain vulnerable households under any circumstances.
- Suppliers must document real attempts to help before resorting to a forced switch — a rushed or undocumented process is grounds to challenge it.
- If you're not in a protected category but still struggling, ask about payment plans before a meter change happens, not after.
- A wrongful installation can entitle you to compensation, not just a reversal.
Sources
- Ofgem — New rules for involuntary prepayment meter installation: ofgem.gov.uk
- Ofgem — Extended protections for vulnerable households: ofgem.gov.uk
Related Kibbo Tools
- Utility Service Complaint Checklist — prepare a documented complaint if you believe a meter installation broke the required process.