Prepayment meters: your rights as a tenant

A prepayment meter is a gas or electricity meter that you pay for in advance. It is sometimes called a "pay as you go" or "top-up" meter. You top up a key, a card, or smart meter credit before you use the energy. Many tenants have one. They are common in social housing and in lower-income private rented homes. Below, we explain your rights around prepayment meters. We also explain what to do if you cannot afford to top up and your energy cuts off. This is called self-disconnecting.

Can your landlord force you to have a prepayment meter?

Your landlord cannot fit a prepayment meter on their own. They need your agreement or a proper legal process. A fuel supplier can ask a court or magistrates to fit a prepayment meter to get back an energy debt. But there are safeguards to protect you.

Your landlord may have fitted a prepayment meter without your agreement. They might use it to control how much energy you use. Or they may have left an existing meter in place when they know it is causing you hardship. This may matter for your tenancy rights.

The ban on forced prepayment meter installation

Many people worried that suppliers were forcing people who are vulnerable onto prepayment meters. So Ofgem brought in strong rules in 2023. Suppliers must not force-fit prepayment meters for some households. They also must not switch a smart meter to prepayment mode from a distance. This protection covers:

• 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 told the supplier they are vulnerable

Other households are protected too. Before any forced install, suppliers must do extra checks. They must make sure it would not leave you worse off.

The right to ask for a standard credit meter

You have the right to ask your energy supplier to swap a prepayment meter for a credit meter. The supplier may charge a fee to do this. They may also run a credit check. They can refuse if you have a low credit score or owe them money.

You may be a tenant with the energy contract in your name. If so, you can ask the supplier yourself. Sometimes the landlord manages the energy supply. This is common in some HMOs. In that case, you may need the landlord to help.

Self-disconnection: the hidden problem

Self-disconnection is when a prepayment meter runs out of credit. You cannot afford to top up, so you are left with no energy. This happens more often than many people think. A large share of prepayment meter users self-disconnect at least once a year.

Self-disconnection can cause serious harm. You may have no heating in cold weather. You may not be able to cook. Your fridge or medical equipment may stop working. For people who are vulnerable, this is a health risk. That includes children, elderly people, and disabled people.

Emergency credit: Most prepayment meters offer emergency credit (usually £5–10) when you run out. You can get it by pressing a button. You can also ask for it through your smart meter app. You must pay back emergency credit when you next top up.

Friendly hours credit: Some suppliers offer "friendly hours" credit. This stops you being cut off at night or over weekends. Ask your supplier about it.

Disrepair and meters

You may have a prepayment meter and disrepair in your home. These two problems can link together in important ways:

• Broken heating may leave you cold. If you are also on a prepayment meter and cannot top up, you face two problems at once. Report the heating repair as urgent. At the same time, contact your energy supplier about emergency credit or welfare schemes.
• Some suppliers offer warm home discount and other support schemes. These help customers who are struggling with money.

Energy debt and social tariffs

You may have energy debt, which is money you owe (arrears). Ofgem rules limit how much a supplier can take from your top-ups to pay off that debt. There is a cap on the "standing charge debt recovery rate". This makes sure you keep some credit for the energy you actually use. It stops all your top-up going on paying back the debt.

The debt deductions may leave you unable to afford energy. If so, contact your supplier. Ask to talk about a lower repayment rate.

Energy suppliers' Priority Services Register

Every energy supplier keeps a Priority Services Register (PSR). It is for customers who are vulnerable. Being on the PSR gives you extra protections, including:

• Priority to get your supply back on if it is cut off
• Extra safeguards against forced prepayment meter installation
• Advance notice of planned works
• Annual safety checks

You can ask to join the PSR if you have a disability, a long-term illness, or a mental health condition. You can also join if you are over 65. This is about your own circumstances. You do not need your landlord to be involved.

When should I contact Support for Tenants?

If you have energy supply problems alongside housing disrepair, call us on 0800 030 4669. We check whether you may have a disrepair claim and refer suitable matters to an SRA-regulated panel solicitor. We can also signpost services for energy support.

No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. 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