An energy firm took the controversial decision to enter an East Lothian mum and gran's home to rip out her electricity meter in an ongoing row of unpaid bills.
The move, by energy company SSE, has prompted concern that thousands of other struggling customers could suffer the same fate as living costs soar.
Tracey Miller, from Macmerry, East Lothian, owed the utility company £690 and believed she had reached an agreement to pay the sum in weekly chunks.
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But while she was staying with a friend, representatives from SSE went into her house and replaced the 48-year-old's meter with a more expensive prepayment one.
There was no obvious sign of a break-in, reports our sister title the Daily Record, but Tracy was told by the firm that it had a court order to enter her home in Macmerry, East Lothian.
She said: “It has been a terrible experience knowing that someone has been in your house. I feel violated. I do not have a clue how they managed to get in without breaking the lock or damaging the door.”
Energy firms can get a warrant to enter a home and install a prepayment meter if they are owed money. Tracey, who is on a low income and helps look after her grandkids, said the officials who secretly visited her home switched off her electricity – ruining all the food in her freezer.
She had received a warning letter around July 27 about the unpaid amount and the threat of forced entry. SSE halted the action after she agreed to pay back the sum in weekly instalments of £4.80 and have a smart meter installed.
The entry was carried out on August 12 while Tracey was living with a friend after the water tank in her house burst. She returned on September 21.
Tracey, who suffers from the lung condition emphysema, contacted SSE. She added: “They told me that the employee I had spoken to in July had no right to cancel the planned entry to my property.
“I was offered £20 as a goodwill gesture which I haven’t received. SSE claimed they had no record of me making arrangements to repay the bill, which I had.
"I have been treated abysmally and the whole experience has been very stressful.”
Peter Kelly, director of Poverty Alliance, said: “Prepayment meters must only be installed by force using a warrant obtained by a court order as a last resort. If customers have a payment plan, there can be no excuse for installing a prepayment meter.”
SSE referred all comment to energy firm OVO, which has taken over the electricity supply side of its business but still uses its brand.
OVO confirmed a warrant was issued to enter Tracey's property and change the meter to Pay As You Go.
A spokeswoman said: “As Ms Miller hadn’t made any payments since May 2021 our team tried to reach out multiple times ahead of changing her meters to PAYG.
“We will continue to try to reach Miss Miller next week to discuss her case and support available.”Ofgem said it was unable to comment.
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