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Prepayment Meter Fitted Wrongly or Against Your Will
Ofgem rules say energy suppliers must not force a prepayment meter on the highest-risk households, such as homes where someone depends on powered medical equipment, where everyone is 75 or over with no other support, or with children under 2. Suppliers must try to contact you at least 10 times and visit first. If you think the rules were broken, complain to your supplier, then the Energy Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Who Must Not Have One Forced on Them
Highest-Risk Households
Suppliers must not carry out involuntary installations for households that need a continuous supply for health reasons (including powered medical equipment), where all occupants are 75 or over with no other support, with children under 2, with residents with severe health issues including terminal illness, or where no one can top up because of physical or mental incapacity. source
What Suppliers Must Do
Before Installing
Suppliers must make at least 10 attempts to contact a customer and carry out a site welfare visit before an involuntary installation. These rules apply from 8 November 2023. source
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 attemptsContact before an involuntary prepayment meterPlus a site welfare visit
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
Steps to Take
Step 1 of 5
Write down when the meter was fitted, who was at home and any health needs in the household.
Step 2 of 5
Complain to your supplier in writing. Say why your household should not have had an involuntary install, and what you want (for example the meter switched back and compensation). Our free letter templates can write it for you.
Step 3 of 5
Ask the supplier for its records of the contact attempts and the welfare visit.
Step 4 of 5
If it is not sorted within 8 weeks, or you get a deadlock letter, go to the Energy Ombudsman. It is free.
Step 5 of 5
If you are struggling to top up, tell your supplier straight away and ask what help it offers.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Make sure your supplier knows about health conditions, disabilities or young children in your home: ask to join its Priority Services Register.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofgem.gov.uk/news/new-rules-installing-involuntary-prepayment-meters Checked 13 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026