Citizens Advice responds to Ofgem figures on compensation for wrongful forced prepayment meter installations

Responding to figures released by Ofgem on compensation for wrongful forced installations of prepayment meters, Gillian Cooper, Director of Energy at Citizens Advice, said:

“In 2022, we estimate nearly six hundred thousand people were forced onto a prepayment meter because they’d fallen behind on their bills. It’s right that suppliers are now working to identify and compensate those who were wrongfully forced on to a meter. 

“Anyone who has been impacted by this scandal should contact their supplier, as they may be owed compensation.  

“Ofgem must ensure its new rules are working properly. That means they are protecting consumers and being carefully followed by energy companies.

“Suppliers previously committed to remove meters where they have been wrongfully installed in the past. Ofgem must ensure this happens and step in if necessary.”

Notes to editors

  1. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.

  2. Our network of charities offers impartial advice online, over the phone, and in person, for free. 

  3. Citizens Advice helped 2.66 million people face to face, over the phone, by email and webchat in 2022-23. And we had 60.6 million visits to our website. For full service statistics see our monthly publication Advice trends.

  4. Citizens Advice service staff are supported by more than 16,000 trained volunteers, working at over 1,600 service outlets across England and Wales.

  5. You can get consumer advice from the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 for Welsh language speakers.