Arabic version: غاز بريطانيا تسوي تحقيقًا بقيمة 20 مليون جنيه إسترليني حول ممارسات عدادات الدفع المسبق
British Gas has agreed to pay £20m into a redress fund to settle an investigation by the regulator into the forced fitting of prepayment meters. This decision follows an investigation by the regulator Ofgem, which uncovered troubling practices involving debt agents breaking into vulnerable customers’ homes to install these meters. According to BBC News, the scandal has prompted British Gas to also write off up to £70m in energy debt for affected customers.
The investigation revealed that British Gas had failed to meet required standards when installing prepayment meters, particularly in high-risk households. Ofgem’s head, Tim Jarvis, emphasized the need for rigorous checks to ensure that installations are conducted lawfully and safely. He noted that the installation of these meters without customer consent was unacceptable.
The issue came to light when it was reported that agents working for Arvato Financial Solutions, on behalf of British Gas, forcibly entered the home of a single father of three to install a prepayment meter. This incident was documented by an undercover reporter, raising serious concerns about the methods used by debt recovery agents.
British Gas’s parent company, Centrica, has publicly apologized for the distress caused to vulnerable customers. CEO Chris O’Shea stated that the company has taken immediate action to halt the problematic practices and has made significant changes to improve how it engages with customers in debt.
Consumer advocates, including Simon Francis from the End Fuel Poverty Coalition, have called the investigation’s findings shocking and are urging for legislative reforms to prevent similar incidents in the future. They stress the importance of protecting vulnerable customers from forced installations and ensuring that energy suppliers adhere to strict guidelines.
The situation highlights the challenges faced by customers using prepayment meters, which often come with higher costs and risks of disconnection when funds run low. As British Gas navigates the fallout from this scandal, the focus remains on ensuring fair treatment for all energy consumers.
