Over one million energy customers forced to cut themselves off

Over a million people using prepayment energy meters have been forced to cut off their own energy supply in the last year, a new report revealed today.

Three in five people who pay for their energy in advance admit they have been forced to disconnect their energy supply because they could not afford to top up their meter, Consumer Focus, the statutory watchdog found.

Worryingly half of households who have had to stop topping up their energy supply include someone with an illness or disability, while two in five are home to children under 16.

With more than eight million people relying on pre-pay meters, Consumer Focus is now urging energy suppliers to do more to make pre-pay energy more affordable and convenient.

Mike O’Connor, chief executive of Consumer Focus, said: ‘Many customers like pre-payment meters because it gives them control over their budget, even though it means they pay more for their energy’.

‘Paying for a service in advance shouldn’t mean getting a second class service. Energy firms could transform the experience of customers by bringing pre-payment meters into the 21st century, making it easier to top-up and avoid being cut-off,’ he added.

Many people have been unable to top-up their energy because the place where they buy their energy credit has been shut or they could not get there, according to Consumer Focus. What’s more, meters are often placed in awkward places making it difficult for people to top up and check their credit levels.

Consumer Focus has said it wants to work with energy suppliers to:

1. Improve pre-payment meters. Make it easier for people to top up their energy credit by introducing online, ATM and text message top up facilities, as well as a pre-pay facility in smart-meters.

2. Make energy more affordable for vulnerable households. Extend discounted tariffs to all pensioners who receive pension credit, families with young children who receive means tested benefits and all people eligible for Cold Weather Payments.

3. Get better help for people to cut their energy use. Target existing energy efficiency schemes towards the most vulnerable consumers who often live in the coldest homes, which leak most heat.