Energy consumers in the UK have the right to switch their suppliers if they pay their energy bills directly to them. This covers also those who use prepayment meters.
When you move into a new home, you should check the tenancy agreement to see whether your landlord has a ‘preferred supplier.’ Even though you still have the right to switch suppliers if they do have one, you should notify them about your intention to switch before you initiate the process. Also, if this is the case, you might have to switch back to the original supplier at the end of your tenancy.
Can I switch suppliers if I pay energy bills as part of the rent?
If your landlord pays the energy bills and then includes the bills in your rent, you do not have the right to switch suppliers. You can tell the landlord that you would like to be getting your supply from a different provider but, unfortunately, they do not have to agree to that.
Keep in mind that landlords are not allowed to make a profit by charging people for their energy supply.
Can I replace a prepayment meter if I am renting a place?
Landlords do not have the right to stop tenants from replacing prepayment meters with normal meters. Prepayment meters work in a way that energy users put credit on them and they consume energy after. Once they use up all the credit, they need to top up or they will not have electricity anymore. With a normal meter, energy consumers receive bills for their consumption after they use it.
While prepayment meters allow for better budgeting and planning to spend on energy, using a regular meter can be cheaper.
If you are behind on paying your energy bills, your energy supplier might tell you that they want to install a prepayment meter in your home. Your landlords cannot prevent that from happening and you do not need to ask for their permission.
Do I need to return the original meter at the end of your tenancy if I switch suppliers?
If you install a prepayment meter, you might have to put the original one back in place at the end of the tenancy. In the event where there are any fees the supplier applies for changing the meters, you might have to cover them.
My supplier wants to move me to a prepayment meter. Can I stop that?
If you owe money to your energy supplier, they might tell you that they plan to move you to a prepayment meter.
There are certain circumstances when you can refuse to be moved to a prepayment meter. These include:
- You have an illness or disability and you could be harmed if your gas or electricity was cut off
- You would not be able to get to your meter if it was changed to a prepayment one
- You would find it difficult to top up the meter (for example because you cannot afford going to a shop)
Besides, your supplier must follow Ofgem rules that say they cannot move you to a prepayment meter in the following circumstances:
- You do not agree that you owe money to the supplier and you have already told them about it
- The supplier has not offered you an alternative way to pay the money you owe them
- The supplier failed to issue you a notice at least 7 days before coming to install a prepayment meter
- The supplier has not given you at least 28 days to repay your debt before notifying you about wanting to move you to a prepayment meter
If some of the above apply to your circumstances, you should tell your supplier that, according to Ofgem rules, they are not allowed to put you on a prepayment meter. If they still want to proceed with changing the meters, you can complain to them.
I am disabled or ill. Can my supplier change my meter?
Energy suppliers in the UK cannot move energy consumers to prepayment meters if it would be too difficult for energy consumers to access or top up the meters.
You should get in touch with your supplier if any of the following applies to your situation:
- Your meter is difficult to reach (for example because it is placed above head height)
- Your meter is placed somewhere where you cannot always access it (for example because it is in a shared cupboard you do not have a key for)
- It would be hard for you to get to the place where you can top up the meter (for example because the shop is too far)
When you find yourself in a situation like any of the above, you should get in touch with your supplier. They should try to come up with a solution and if they are unable to, you can complain.
Can the supplier make me move to a prepayment meter?
If none of the reasons discussed above apply to your circumstances, your supplier can move you to a prepayment meter against your will. If you do not agree, they can get a warrant to enter your home and install the prepayment meter. Using a warrant to enter a home can cost up to £150 so the supplier might add the cost of the warrant to the money you owe.
How to check if the previous energy supplier owes you money
When you switch energy suppliers or move to a new home, your supplier should send you a final bill. From the bill you can find out whether you owe any money to you, or whether you owe anything to them.
What to do if I have not gotten my final bill?
Typically, you should get your final bill from the supplier within 6 weeks. If it has been more than 6 weeks and you have not received your bill, you can get in touch with them and ask them for the bill.
If your supplier takes more than 6 weeks to issue you with your final bill, you will automatically get £30 in compensation. They will have 10 working days to pay the compensation and if they fail to do so, they will have to pay you an additional £30.
How can I find out if the previous supplier owes me money?
Even if you have not received your final bill, you can find out whether your previous supplier owes you money. You can give them a call or contact them using their website.
Before you attempt to get in touch with your supplier, make sure to note your old account number. If you cannot remember who your old supplier was, you can check your old bank statements, ask your current supplier to look for this information in the UK energy supplier database, or you can talk to your previous landlord.
How can I claim money my previous supplier owes me?
If you find out that your supplier owes you money, you can get in touch with them and tell them that they need to give it back to you.
They must refund the money to you regardless of when you closed your account with them.
The supplier is obliged to pay back everything they owe you within 10 working days of you receiving your final bill. If they fail to do so, they must give you an additional £30 in compensation. They have 10 days to pay you the compensation. If they do not pay it on time, they must give you an extra £30.
You also have the right to ask for any interest they have earned on the money since you have closed your account. They should repay it but you have to be aware of the fact that they are not obliged by law to do so.
If the supplier owes you money and they are not giving it back, you should contact Citizens Advice. And, if the issue remains unresolved for a long time, you can complain to the Energy Ombudsman.