Forced Onto a Prepayment Meter? Your Rights and How to Complain (UK)

Being forced onto a prepayment meter — or having a smart meter switched to prepay — can leave vulnerable households self-disconnecting from heat and power. After widespread concern, the rules were tightened. Here is where you stand and how to push back.

The rules on forced installations

Suppliers can only move a customer to a prepayment meter for debt as a last resort, after genuine attempts to agree affordable repayment, and they must follow Ofgem's rules and code of practice. There are strong protections — including limits or bans on forced installations for vulnerable households (for example those with very young children, serious illness, or where it would be unsafe).

If they got it wrong

• They installed it (or switched a smart meter to prepay) without proper affordability checks or warning.
• You are in a protected/vulnerable group and should not have been forced.
• They obtained a warrant to enter without following the correct process.
• The meter leaves you self-disconnecting and unable to heat your home.

How to challenge it

1. Tell the supplier you are disputing the installation and explain any vulnerability or hardship.
2. Ask to be moved back to a credit meter and to agree an affordable repayment plan for any debt.
3. Request emergency and friendly-hours credit details so you are not cut off while it is resolved.
4. If unresolved after eight weeks or a deadlock, escalate free to the Energy Ombudsman; the Citizens Advice consumer service can also help urgently.

A complaint letter template

Dear [Supplier],

Re: Account [number] — prepayment meter complaint

You [installed a prepayment meter / switched my smart meter to prepay] on [date]
without [proper affordability checks / regard to my vulnerability: [reason]]. This
has caused [hardship/self-disconnection].

Please return me to a credit meter, agree an affordable repayment plan for any
debt, and confirm the emergency credit available meanwhile. If unresolved, I will
escalate to the Energy Ombudsman.

Yours faithfully,
[Your name and account details]

If you are at risk of going without heat or power, say so clearly and urgently — suppliers must prioritise vulnerable customers, and the Energy Ombudsman takes forced-installation complaints seriously.