People with 'extreme vulnerabilities' have had their homes broken into by British Gas debt collectors, according to an investigation.
Energy companies can obtain court warrants for third-party debt collectors to force their way in and fit prepayment meters if customers haven't paid their bills, the Mirror reports. This then forces the customer to then top up the meter themselves if they want to receive gas supplies, and if they fail to do so they could have their heating cut off.
An investigation by an undercover reporter at The Times found this practice happened to 'vulnerable' customers such as a single father with three young children and a mother with a four-week-old baby. The reporter went undercover with debt-collecting contractor Arvato Financial Solutions and joined agents who force-fit the meters.
Owner of British Gas, Centrica, announced it was suspending 'all warrant activity' after the newspaper's article was published. Centrica chief executive officer Chris O'Shea said: "Protecting vulnerable customers is an absolute priority and we have clear processes and policies to ensure we manage customer debt carefully and safely.
"The allegations around our third-party contractor Arvato are unacceptable and we immediately suspended their warrant activity. Having recently reviewed our internal processes to support our prepayment customers as well as creating a new £10 million fund to support those prepayment customers who need help the most, I am extremely disappointed that this has occurred.
"As a result, on Wednesday morning, we took a further decision to suspend all our prepayment warrant activity at least until the end of the winter. More broadly, there are clearly significant challenges around affordability and unfortunately, we don't see that changing anytime soon.
"We need to strike a balance between managing spiralling bad debt and being aware that there are those who refuse to pay and those who cannot pay. We think Government, industry and the regulator need to come together to agree a long-term plan to address this and ultimately create an energy market that is sustainable."
Grant Shapps, the business and energy secretary, ordered an urgent meeting with British Gas, adding: "I am horrified by the findings of this investigation and would like to thank The Times for shining a light on these abhorrent practices."
Energy regulator Ofgem has announced it will launch an investigation. A spokesperson said: "These are extremely serious allegations from The Times which we will investigate urgently with British Gas and we won't hesitate to take firm enforcement action.
"It is unacceptable for any supplier to impose forced installations on vulnerable customers struggling to pay their bills before all other options have been exhausted and without carrying out thorough checks to ensure it is safe and practicable to do so. We recently announced a major market-wide review investigating the rapid growth in prepayment meter installations and potential breaches of licences driving it.
"We are clear that suppliers must work hard to look after their customers at this time, especially those who are vulnerable, and the energy crisis must not be an excuse for unacceptable behaviour towards any customer - particularly those in vulnerable circumstances."
Arvato Financial Solutions told the Times it acted 'compliantly at all times in accordance with the regulatory requirements'. Arvato Financial Solutions has been contacted for comment.
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