Can my supplier force a prepayment meter on me? The rules

Great Britain · Rules checked 24 October 2026 · Not legal advice

A supplier can fit a prepayment meter, or switch a smart meter to prepayment mode, without your agreement only as a last resort when you're building up debt and other ways of recovering it haven't worked. The licence (SLC 28.7) requires the debt trigger to be met, multiple attempts to engage you, compliance with the payment-difficulty rules, welfare visits, and a check that it's safe and reasonably practicable.

What the supplier must do first

Ofgem says it must try to agree another way to repay and offer support, make at least 10 attempts to contact you by different methods, and visit your home to check a prepayment meter is safe and suitable. Staff should wear audio recording or body cameras, and you must get £30 credit once the meter is fitted or switched over.

When it must not install one

• Anyone in the home has a terminal illness or severe health condition.
• Someone depends on a continuous supply for medical reasons or powered medical equipment.
• Everyone is 75 or over with no one else there to help.
• A child under 2 lives there.
• No one can top up because of a physical or mental health condition.
• Temporary circumstances make it unsafe or unsuitable, such as pregnancy or bereavement.

How to object

Write straight away explaining your circumstances and offering an affordable plan (letter 05). Ask to join the Priority Services Register. If the supplier gets it wrong, complain, then go to the Energy Ombudsman.