140,000 households can’t afford to top up prepayment energy meter

The vast majority of these households (120,000) have people living there who may be particularly vulnerable to being without heat and power, such as children or those with a long-term health conditions.

Of the 140,000 households that self-disconnected because they couldn’t afford to cover their energy costs, 50 percent had someone with a mental health condition, 33 percent contained a young child and 87 percent were in receipt of benefits. Self-disconnections are defined as when prepay energy customers lose supply of energy to their home due to a lack of funds on the meter.

The charity is arguing that the localisation of emergency welfare and what it describes as “a lack of coordination” between privately run schemes has resulted in “a patchwork of support which can be difficult and confusing for people to access”.

It is calling on industry and the government to take measures to reduce the impact of self-disconnection on vulnerable customers.

Specifically, it is arguing that:

• Energy suppliers should review whether they have suitable systems in place to identify whether a household is at risk of harm from self-disconnection before a prepayment meter is installed, or where an existing prepayment meter customer has reported they have difficulty topping up their meter
• Energy suppliers should put in place systems and processes to ensure that where vulnerable people are put onto prepayment meters that they are not left without supply
• DWP and Jobcentres should explore ways to improve coordination with suppliers to ensure vulnerable customers are given help to prevent self-disconnection
• Energy UK should use its upcoming commission on customers in vulnerable circumstances to conduct a review of the support available to vulnerable energy customers who ask for support when they’ve self-disconnected.

Gillian Guy, chief executive of Citizens Advice, said: “It unacceptable that so many vulnerable households are being left without heat and light.

“For some people self-disconnection is easily managed, but for many others it is an extremely stressful experience that can have harmful physical and emotional effects.

“While some suppliers are now offering support to prepayment meter customers, industry and the government need to do more. We need better mechanisms to identify vulnerable customers, better coordination between suppliers and government agencies and we need suppliers to ensure that when people’s health is at risk alternative ways to pay are offered.”