Prepayment meters: your rights as a tenant

A prepayment meter (sometimes called a "pay as you go" or "top-up" meter) is a gas or electricity meter that requires you to pay in advance by topping up a key, card, or smart meter credit. Many tenants, particularly in social housing and lower-income private rented accommodation, have prepayment meters installed. Below, we set out your rights around prepayment meters and what to do if you are self-disconnecting because you cannot afford to top up.

Can your landlord force you to have a prepayment meter?

Your landlord cannot unilaterally install a prepayment meter without your agreement or a valid legal process. A fuel supplier can apply to a court or magistrates to have a prepayment meter fitted to recover an energy debt, but there are safeguards.

If your landlord has installed a prepayment meter without your agreement as a way of controlling your energy use, or has left an existing prepayment meter in place knowing it is causing hardship, this may be relevant to your tenancy rights.

The ban on forced prepayment meter installation

Following widespread concern about suppliers forcing vulnerable customers onto prepayment meters, Ofgem introduced strong restrictions in 2023. Suppliers must not forcibly install prepayment meters (or remotely switch smart meters to prepayment mode) for:

• Customers in debt who are over 75 years old
• Households with children under 5
• Households where someone has a serious physical or mental health condition
• Households that have notified the supplier they are vulnerable

Even outside these categories, suppliers must undertake enhanced assessments before forced installation and ensure it would not leave the customer in a worse position.

The right to ask for a standard credit meter

You have the right to ask your energy supplier to change a prepayment meter to a credit meter. The supplier may charge a fee for this and may require a credit check. If you have a low credit score or debt with the supplier, the request may be refused.

If you are a tenant and the energy contract is in your name, you can make this request directly to the supplier. If the energy supply is managed through the landlord (common in some HMOs), you may need the landlord's cooperation.

Self-disconnection: the hidden problem

Self-disconnection occurs when a prepayment meter user runs out of credit and cannot afford to top up, leaving them without energy. This is more common than many people realise, a significant proportion of prepayment meter users self-disconnect at least once a year.

Self-disconnection can cause serious harm: no heating in cold weather, inability to cook, refrigeration and medical equipment failing. For vulnerable people, children, elderly people, disabled people, self-disconnection is a health risk.

Emergency credit: Most prepayment meters offer emergency credit (usually £5–10) when you run out. You can access this by pressing a button or requesting it through your smart meter app. Emergency credit must be repaid when you next top up.

Friendly hours credit: Some suppliers offer "friendly hours" credit to prevent self-disconnection at night or over weekends. Ask your supplier.

Disrepair and meters

If you have a prepayment meter and your home has disrepair, there are important intersections:

• If broken heating is leaving you cold, and you are also on a prepayment meter and cannot afford to top up, you are in double jeopardy. Report the heating repair as urgent and simultaneously contact your energy supplier about emergency credit or welfare schemes.
• Some suppliers offer warm home discount and other support schemes for customers in financial difficulty.

Energy debt and social tariffs

If you have energy debt (arrears), Ofgem rules limit how much suppliers can deduct from your prepayment top-ups to recover that debt. The "standing charge debt recovery rate" is capped, ensuring you retain credit for actual energy use rather than having all your top-up consumed by debt recovery.

If your debt deductions are leaving you unable to afford energy, contact your supplier and ask to discuss a lower repayment rate.

Energy suppliers' Priority Services Register

All energy suppliers maintain a Priority Services Register (PSR) for vulnerable customers. Being on the PSR means you receive additional protections, including:

• Priority restoration if your supply is cut off
• Additional safeguards against forced prepayment meter installation
• Advance notice of planned works
• Annual safety checks

You can ask to be added to the PSR if you have a disability, chronic illness, mental health condition, or are over 65. This applies to your personal circumstances, you do not need your landlord's involvement.

When should I contact Support for Tenants?

If you have energy supply problems alongside housing disrepair, call us on 0800 030 4669. We can advise on the disrepair claim and direct you to the right services for energy support.

No upfront cost. You only pay if you win, and the fee comes out of the compensation. If you don't win, you pay nothing.

Sources

• Energy Act 2023 (legislation.gov.uk)

Related articles

• Fuel poverty help for tenants
• Warm Home Discount, fuel poverty rights
• My home is too cold, excess cold