Skip to navigation Skip to content Skip to footer

Good practice guide

12 December 2017

[Good practice guide: Holistic support for energy consumers who self-disconnect from their prepayment meter] [ 0.9 mb]

In summer 2017, Citizens Advice undertook research to understand what help and support prepayment meter (PPM) users need to keep them on supply. This guide draws together our findings as a practical guide for organisations involved in supporting PPM users. This includes energy suppliers, housing associations, local authorities, job centres, advice agencies and other support services.

The guide explains what holistic support looks like, before explaining each key support area in detail:

  • Benefits and income

  • Debt

  • Energy efficiency

  • Managing a prepayment meter

  • Alternative payment methods

Citizens Advice will be publishing a full policy report on self-disconnection early in 2018.