New industry standards for vulnerable prepayment meter households

• consider the risk of self disconnection before installing a prepayment meter

• carefully monitor whether people are successfully using and topping up their prepayment meters

• ensuring those in financial difficulty have access to the right help and support to prevent self disconnection.

Gillian Guy, Chief Executive of Citizens Advice, said “For too long people on prepayment meters have got a raw deal. We help people who have been left in the dark or without heating or hot water because they have run out of money and can’t put credit on their prepayment meter.

“Citizens Advice has campaigned for a fairer deal for prepayment meter customers and called on the energy industry to do more to protect those most at risk of self-disconnection. It’s good to see this new set of standards offering greater support to those most at risk. We will be working closely with suppliers to ensure the good intentions behind these principles are converted into better outcomes for prepayment customers.”