Energies
Prepayment Meters Explained UK — Your Rights and Options
Complete guide to prepayment meters in the UK. How they work, your rights, switching away, and help if you're struggling to afford to top up.
Prepayment meters require you to pay upfront for energy. Here’s what you need to know.
How Prepayment Meters Work
The Basics
| Feature |
Details |
| Pay in advance |
Top up before using energy |
| Meter types |
Key, card, or smart |
| Display |
Shows balance/credit |
| Runs out |
Supply stops until topped up |
| Emergency credit |
Usually £5-£10 available |
Types of Prepayment
| Type |
How to Top Up |
| Key (electricity) |
Shop, PayPoint |
| Card (gas) |
Shop, PayPoint |
| Smart prepay |
App, online, phone, shop |
Where to Top Up
| Location |
Details |
| PayPoint |
Convenience stores |
| Post Office |
Available at most |
| Payzone |
Some locations |
| Online |
Smart prepay only |
| App |
Smart prepay only |
| Phone |
Smart prepay only |
Costs and Charges
Price Cap Protection
| Prepayment |
Credit |
| Same unit rate cap |
Same unit rate cap |
| Standing charge |
May be slightly higher |
| Overall |
Similar costs now |
What You Pay
| Component |
How It Works |
| Standing charge |
Deducted daily from credit |
| Unit rate |
As you use energy |
| Debt repayment |
If any debt being collected |
Example Daily Costs
| Component |
Typical Daily |
| Electricity standing charge |
55p |
| Gas standing charge |
30p |
| Debt repayment (if applicable) |
Variable |
| Before any usage |
~85p/day |
Smart Prepayment
Benefits
| Smart Prepay |
Traditional |
| Top up from home |
Go to shop |
| See balance on app |
Check meter |
| No key to lose |
Key/card needed |
| Better tariff access |
Limited options |
| Switch modes easier |
Meter swap needed |
How Smart Prepay Works
| Feature |
Details |
| Same meter |
As credit smart meter |
| Different mode |
Set to prepayment |
| Remote top-up |
Instant |
| Balance |
In app and on IHD |
| Emergency credit |
Same as traditional |
Getting Smart Prepay
| If Currently |
Option |
| Traditional prepay |
Request smart meter |
| Credit with smart |
Can switch to prepay mode |
| No meter |
Can get smart installed |
Your Rights
Key Protections
| Right |
Details |
| Can’t be forced easily |
New rules protect you |
| Vulnerability assessment |
Required before any change |
| Emergency credit |
Must be available |
| Debt must be manageable |
Repayment rates capped |
| Can request credit meter |
If eligible |
Forced Installation Rules (2024)
| Suppliers Must |
Details |
| Get warrant |
Court order required |
| Assess vulnerability |
Check circumstances |
| Try alternatives first |
Payment plans, support |
| Not install if |
Medically vulnerable |
| Follow code of practice |
Strict rules |
If Supplier Wants to Install Prepayment
| Step |
Your Options |
| Contact you |
Must explain and offer help |
| Apply to court |
You can attend and object |
| Check vulnerability |
They must assess |
| Offer alternatives |
You should receive |
Switching Away from Prepayment
Your Right to Switch
| Requirement |
Details |
| Debt under £500 |
Usually allows switch |
| Credit check |
May be needed |
| Smart meter |
Can switch mode remotely |
| Traditional |
New meter may be needed |
How to Switch
| Step |
Action |
| 1 |
Contact your supplier |
| 2 |
Request credit meter |
| 3 |
They assess eligibility |
| 4 |
If approved, switch made |
| 5 |
Smart: instant, traditional: engineer visit |
If You Have Debt
| Debt Level |
Options |
| Under £500 |
Usually can switch |
| Over £500 |
May need to reduce first |
| Agree repayment |
Can continue on credit |
| Dispute |
Can challenge if unfair |
Help if You’re Struggling
Emergency Options
| Option |
Details |
| Emergency credit |
£5-£10 available on meter |
| Friendly hours |
Some don’t disconnect overnight |
| Contact supplier |
They can add credit |
| Fuel vouchers |
Available to vulnerable |
Financial Help
| Scheme |
Details |
| Hardship funds |
One-off payments |
| Fuel bank |
Charity support |
| Warm Home Discount |
£150 annual payment |
| Social tariffs |
Some suppliers offer |
| Debt repayment reduction |
If can’t afford rate |
Reducing Debt Payments
| If Struggling |
Ask For |
| Lower repayment rate |
Typically can be reduced |
| Payment holiday |
Temporary pause |
| Write-off |
If exceptional circumstances |
| Independent advice |
Citizens Advice |
Priority Services Register
| If Vulnerable |
Register For |
| Free |
To be on priority list |
| Benefits |
Priority notice of issues |
| Extra support |
During outages |
| Protection |
From forced prepayment |
Self-Disconnection
Warning Signs
| If You’re |
Risk |
| Not topping up regularly |
May run out |
| Choosing heat or eat |
Crisis situation |
| Using emergency credit often |
Unsustainable |
| Avoiding energy use |
Dangerous |
What To Do
| Action |
Details |
| Contact supplier immediately |
They must help |
| Ask for emergency credit |
Available |
| Request fuel voucher |
If eligible |
| Get debt advice |
Citizens Advice |
| Don’t suffer in cold |
Support available |
Suppliers’ Obligations
| obligation |
Details |
| Must have procedures |
To prevent self-disconnection |
| Must offer support |
To vulnerable customers |
| Must monitor |
High-risk customers |
| Must provide |
Emergency credit |
Summary: Prepayment Meter Checklist
Know Your Rights
| Right |
Details |
| Can’t be forced easily |
Court warrant needed |
| Can request credit meter |
If debt under £500 |
| Emergency credit |
Must be available |
| Debt repayment rate |
Can be reduced |
If Struggling
| Action |
Priority |
| Contact supplier |
First step |
| Ask about hardship fund |
One-off help |
| Request reduced repayments |
If in debt |
| Check benefit eligibility |
Warm Home Discount |
| Get advice |
Citizens Advice |
Improve Your Situation
| Option |
Consider |
| Smart prepayment |
More convenient |
| Switch to credit |
If eligible |
| Budget better |
Plan top-ups |
| Get support |
Register for help |
| Need |
Contact |
| Supplier emergency |
Their customer service |
| Advice |
Citizens Advice 0808 223 1133 |
| Charity help |
National Energy Action |
| Fuel vouchers |
Through your supplier |
Prepayment meters have improved, but they can still cause problems. Know your rights, ask for help early if struggling, and consider switching to a credit meter if you’re eligible. No one should be cold because they can’t afford to top up.
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