One in four vouchers for prepayment meters unredeemed in Britain

Households with a prepayment meter must redeem their vouchers at the Post Office or PayPoint. Energy suppliers are responsible for telling customers how to access support. Photograph: Alicia Canter/The Guardian

Nearly a quarter of energy vouchers, designed to help the most vulnerable households with their gas and electricity bills, still have not been redeemed, according to the latest government figures.

Failure to receive the energy support payment could “be the difference between having a warm home, keeping the lights on, eating a warm meal or not”, according to the charity Citizens Advice.