Energy bills have risen again in 2026, and debt charities have warned that without more support for people already struggling with energy debt, more households could be at risk of losing choice over how they pay. If you're falling behind on your bills, your supplier might suggest a switch to prepayment as a solution. But the choice to do this may not always be yours.
In some situations, your supplier could carry out an involuntary prepayment meter installation. This is where they switch your meter without your permission.
We explain when and how this might happen and who's exempt. We'll also cover what to do if you think your supplier hasn't followed the rules, and where to find help with your bills.
Involuntary prepayment meter installations can only happen if you owe your supplier money
Your energy supplier can only consider an involuntary prepayment meter installation if all these criteria apply:
- You owe more than £200 for electricity and/or more than £200 for gas.
- It's been more than three months since the bill was issued.
- There are no disagreements over the bill amount. If you do disagree, then you must tell your supplier why. For example, maybe the bill is for a previous resident at your address.
You'll only ever be forced onto a prepayment meter as a last resort
Your energy supplier can only carry out an involuntary prepayment meter installation as a last resort to get back money you owe them. Ofgem, the energy regulator, has laid out strict rules that energy suppliers must follow. These apply before, during, and after a forced switch.
Before you're moved onto a prepayment meter, your energy supplier must:
- Attempt to contact you at least 10 times to talk to you and offer you other ways to repay your debt.
- Visit you at home. This is to make sure it's practical and safe for you to be moved to a prepayment meter.
If your energy supplier needs to install a traditional prepayment meter at your home, they will need a warrant to do this. This can cost up to £150. Your supplier may add this to what you owe them.
If you have a smart meter, your energy supplier can switch this into prepayment mode remotely. There's no need for a warrant, and no extra payment to make.
During the installation, your supplier must:
- Give you a £30 credit per meter. This is to help if you don't have the money to top up your meters immediately.
- Install a smart prepayment meter. You can't opt to keep a traditional meter unless you need one, for example, because there's poor mobile signal in your area and a smart meter won't work.
- Have their representative wear a body camera or record audio during the visit, if a warrant installation is taking place. This footage must be available for audit if you raise a complaint.
After the installation, your supplier must:
- Re-assess your case once you've repaid what you owe.
- Move you back to a standard credit meter if this is suitable after your debt is repaid.
You won't be moved to a prepayment meter if it isn't safe or practical
Energy suppliers must assess your circumstances and make sure it's safe and practical for them to move you to a prepayment meter. If it isn't, then you won't be forced to switch. Here are some of the reasons you could be exempt from an involuntary prepayment meter installation:
- You live with young children.
- Someone in your household has a medical need for a continuous energy supply. For example, being reliant on powered medical equipment.
- You and anyone else you live with are over 75 and have no support at home.
- You or someone you live with has a serious health condition or is medically dependent on having a warm home.
- Nobody in the household is physically or mentally able to top up a prepayment meter, for example, due to access issues.
- You or someone you live with is pregnant.
- You've had a recent bereavement.
There may be ways to get around some of these issues that mean your energy supplier can still make you have a prepayment meter. For example, your supplier can move your meter if you can't access it.
If your supplier thinks it's safe for you to have a prepayment meter, but you disagree, then you will need to complain. How you do this depends on your supplier's complaints process.
To make sure your circumstances are properly considered, it's worth registering for your energy supplier's Priority Services Register (PSR) if you haven't already. This is free and lets your supplier know about things like a disability, health condition, or age that could affect how they treat your account — including whether you're exempt from a forced prepayment meter installation.
Only certain energy suppliers can carry out involuntary installations
Ofgem temporarily banned all suppliers from forcibly installing prepayment meters in 2023, following widespread concern about how some installations were carried out, particularly in vulnerable households. Suppliers can only resume the practice once they've met Ofgem's strict conditions, including auditing past installations and compensating anyone wrongfully affected.
As it stands, the following suppliers have been authorised by Ofgem to restart involuntary installations:
- EDF
- Octopus Energy
- Scottish Power
- E.ON
- Tru Energy
- Utility Warehouse
- Utilita
This list has grown steadily since the ban was lifted for the first suppliers in January 2024, so it's worth double-checking Ofgem's current list before relying on it. Notably, British Gas had not been authorised to restart forced installations at the time of writing — in May 2026, Ofgem required British Gas to pay £70 million in compensation and debt write-offs after finding it had wrongfully forced prepayment meters on customers, including some in vulnerable situations, between 2018 and 2021.
If you're with a supplier not on the approved list, they can't force you to have a prepayment meter.
What to do if you think your supplier broke the rules
If you believe your supplier didn't follow Ofgem's rules — for example, they didn't attempt to contact you enough times, skipped the home visit, or installed a meter despite you meeting an exemption — you can complain.
Start by raising a complaint directly with your supplier. They must try to resolve it within 8 weeks. If they can't, or they send you a "deadlock letter" confirming they can't help further, you can take your complaint to the Energy Ombudsman free of charge.
If you're struggling with your energy bills, speak to your supplier
If you're working with your energy supplier to repay what you owe, they're less likely to force you onto a prepayment meter. So, if you've fallen behind on your bills, speak to them.
Energy suppliers provide a range of options to help you repay any money you owe and get back on top of your bills. The options available may include:
- Moving onto a different or cheaper tariff
- Repayment plans
- Giving you more time to pay or to seek debt advice
- Advice on funds, grants, and schemes you may qualify for
💡For a fuller list of supplier hardship funds and other bill support available in 2026, see our guide on what help your energy supplier can give for your bills.
If you're struggling financially, then you can get free, impartial guidance from:
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