Prepayment customers risk being ‘forced to go out whilst unwell’

Sir Ed Davey has warned the government and Ofgem that customers who use prepayment meters and have caught the coronavirus could be forced to leave self-isolation unless they receive more leeway about paying bills.

The acting leader of the Liberal Democrats has written to business and energy secretary Alok Sharma energy to raise concerns about customers relying on prepaid electricity and gas meters who live on their own.  The letter has been copied to Ofgem chief executive Jonathan Brearley.

Davey, who is a former secretary of state for energy and climate change, writes that such individuals could be left “unable to heat their homes, or forced to go out whilst unwell, jeopardising the health of others”.

He says an “untold number” of the four million plus UK households reliant on prepaid electricity and gas meters have no option to top up online and must instead visit shops to top up their prepayment cards or keys.

“We risk a situation where people who run out of credit are unable to heat their homes, or are forced to go out whilst unwell, jeopardising the health of others.

“Such a situation is unacceptable as it puts vulnerable people at risk.”

Davey said: “Given the severity of the crisis we are now facing, and the vital need for people to take social distancing seriously, there is an imperative on government and on energy companies to ensure that customers are not held to ransom for bills they cannot realistically pay. No customer should face being cut off as a result of a situation that is way beyond their control.

“I am calling on ministers and leaders in the sector to introduce whatever flexibility is needed to prevent any customers being cut off and to ensure no one is left without heat or light in the face of this unprecedented pandemic. Government must step in to protect those who are vulnerable. It must take decisive action now.”

In his letter, Davey asks Sharma to support those who are at risk of being cut off due to lack of credit by either providing a means for customers to pay online or suspending payments altogether.

He also asks the secretary of state what steps the government is taking to ensure energy suppliers communicate with customers, who may be unable to pay their bills if they miss work or lose clients as a result of the pandemic.