Prepayment energy meters

If you are on the Priority Services Register (PSR), your supplier will be aware of your circumstances.

You are eligible for the Priority Services Register if one of the following applies. You:

• have reached your State Pension age
• are disabled
• are recovering from an injury
• have severe health issues including terminal illnesses or those with a medical dependency on a warm home (for example, emphysema, chronic bronchitis, sickle cell disease)
• have a hearing or sight condition
• have a mental health condition
• are pregnant
• have children under 2
• have extra communication needs, such as if you do not speak or read English well
• require a continuous supply for health reasons, including dependence on powered medical equipment

Decide if a prepayment meter is for you (Citizens Advice)

If your supplier says they are going to install a prepayment (or pay-as-you-go) meter in your home, contact them urgently if your household has:

• need of a continuous supply for health reasons, including dependence on powered medical equipment
• someone over 75 without support in the house
• children under 2 years old
• residents with severe health issues including terminal illnesses or those with a medical dependency on a warm home (for example, due to illness such as emphysema, chronic bronchitis, sickle cell disease)
• no-one who can top up the meter due to physical or mental incapacity

Your supplier may be able to offer extra support and register you on the Priority Services Register.

The gas or electricity supply stops when an energy meter runs out of credit.

Your supplier can give you emergency credit. The amount will depend on your supplier. Suppliers sometimes add this automatically to your account. You will have to pay for the credit you use. You can do this by paying:

• the full amount next time you add credit
• or a small amount each time you add credit until the full amount has been paid

Contact your supplier if you cannot repay the debt on your meter. They must work with you to agree an affordable amount to repay.

Depending on your situation, you might be able to apply for help to clear your debt.

Getting financial help from your energy supplier

Contact Scope’s Disability Energy Support for free advice.

The type of meter you have might depend on:

• the type of building you live in
• your landlord or housing association
• background checks on your finances called a credit check

It might be possible to change from a prepayment meter if you would prefer to pay by monthly direct debit.

Moving to a credit meter is easier if you already have a smart meter. The switching process depends on your supplier.

Moving from a prepayment to a credit meter (Citizens Advice)

You need to add credit onto your card or key to use a prepayment meter. You can do this by going to your local:

• PayPoint
• PayZone
• Post Office

Some suppliers have apps where you can top up using your phone.

If you have difficulty, the supplier might be able to help you top up by phone, text message or their website.

When you put the card or key into the front of your meter, the display might show:

• the units of energy you have used
• the cost of a unit of fuel
• the amount of credit you have applied
• your current credit balance
• any outstanding debt
• any debt repayments
• emergency credit

It may also show a fixed daily charge for supplying energy to your property, called a standing charge.

You have to pay the standing charge no matter how much energy you use.

If you cannot access your prepayment meter, your supplier could:

• move the meter to a more accessible position
• change you to a smart meter

Depending on your supplier, you might have to pay to move the meter. Changing to a smart meter is free.

A smart meter allows you to top up your credit online. This can be helpful if you cannot reach your meter or place the card or key in.

Some smart meters have accessible displays with an option to have the text read out to you.

If you cannot pay online, your supplier can give you a swipe card that automatically tops up your meter when you make a payment.