Four million pre-payment energy customers, most of whom are likely to be classed as fuel poor are being treated unfairly compared to standard credit and direct debit customers. This is particularly so when they face financial difficulties. As soon as the prepayment customer goes one pence over the emergency credit limit, currently just £5 in some cases, they are disconnected from their energy supply. Standard customers have time and often support to pay.

There is an inherent risk to life for anyone disconnected from their energy supply, in particular the 1 million pre-payment meter customers with disabilities.  Last year 3.2 million customers were automatically disconnected as soon as they ran out of credit. That’s more in 2022 than in the last 10 years combined.

The term used by energy companies is ‘self-disconnection’ and it alludes to an element of choice. However there is no choice for millions of households during this cost of living crisis.  It is perverse that pre-payment customers pay more per unit of energy and more in standing charges than anyone else and yet, more often than not they are the poorest and most vulnerable in our society.

The Government must act to issue a ban on ‘self-disconnection’ for pre-payment customers and ensure that pre-payment customers are given the same level of advice and support and the same length of time to pay as all other customers.