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A current employee in British Gas’s debt recovery team has told Sky News that staff feel pressured to force the installation of prepayment energy meters on customers in debt.

The employee, speaking on condition of anonymity, said he had seen an increase in the number of indebted customers since the cost of living crisis began, and that debt recovery had become the “be all and end all”.

“My role is predominantly trying to get the most out of that debt collection process. And you know, within the last 18 months, the main focus of that has been the force-fitting of prepayment meters into customers’ homes,” he said.

“A lot of pressure is put on that side of the business to collect more debt, to fit more meters. A lot of time is spent figuring out why, if we haven’t been able to fit a meter, why and what we can do better.

“A lot of the time these customers that you speak to, they physically can’t pay. They don’t have any money. They can’t afford their energy. It is not about them not wanting to pay, they can’t pay.”

British Gas has suspended its use of court warrants to force the installation of prepayment meters following a Times investigation that revealed debt collectors had forced entry into the homes of vulnerable customers.

Energy regulator Ofgem has placed British Gas under investigation and asked all other household suppliers to suspend the practice pending a review.

Forced installation of prepayment meters is intended as a last resort for use against indebted customers who refuse to pay bills, or have failed to respond to attempts by suppliers to engage, usually over a period of more than six months.

The rise in energy prices in the last year has seen an increase in the number of prepayment installations, and ministers and charities have called on companies to stop using the court process.

British Gas whistleblower
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The whistleblower said he had seen an increase in vulnerable customers

The whistleblower said he had seen an increase in vulnerable customers who he believes were simply unable to meet higher energy costs.

“In the past, it’s been the vast majority of people who just avoided paying their energy, whereas now, the majority is people who are going out to work, they’ve got kids at home, and they’re trying their best, and the best isn’t good enough.

“And they’re sort of being forced into this situation where they’re technically at risk of being cut off unless they pile money, put money on their meter.”

Read more:
The claims against British Gas prepayment meters explained
Ofgem tells suppliers to suspend forced installation of prepayment meters
Why problem of prepayment meters won’t go away for vulnerable energy customers

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Centrica boss ‘truly sorry’

In a statement, British Gas’s parent company Centrica said: “We refute this description completely. There has been no increase in the number of prepayment meters we have installed in the last 12 months. Fitting a prepayment meter under warrant has always been a last resort when a customer will not engage with us despite multiple attempts over months.”

The company said installation data supported its position. British Gas supplies 27% of the UK market and has installed 16% of all prepayment meters, some 97,000 out of 600,000 in 2022. Around 20,000 of those installations were through the court warrant process with the balance requested or voluntary.

Sky News has also spoken to a woman who had a prepayment gas meter installed following a forced entry despite not being in debt and being up-to-date with direct debit payments.

The woman, a single mother of two whose identity we are protecting for personal reasons, said she came home to find contractors employed by British Gas had forced a window open.

British Gas customer
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Sky News is protecting the woman’s identity for personal reasons

“I still feel really violated by it,” she said. “I just couldn’t work out how or why they’d come in, or how they got in. Once I realised, I just felt really exposed, really vulnerable and I still feel really vulnerable because the window is still broken.

“And it’s embarrassing. I got given this card that I had to go top up in a shop, it’s only in specific shops you can top it up, so you’re limited to how and when you can top up.

“The gas might run out in the middle of the night, and then you’ve got to go in, it’s 9pm, and you’ve got two children in bed.

“I’m a single mum, I can’t go out at 9pm and top up a gas card particularly not when it’s not in all the local shops, so it’s just been really difficult. I feel like for the last six months, all I’ve spoken about is British Gas.”

British Gas acknowledged it had made a mistake with the forced fitting and after five months an engineer swapped her back to a credit meter.

Centrica said it would investigate her case.

In a statement, it said: “We are very sorry to read these details and we will ensure her case is looked at as part of our investigation.

“As we made clear yesterday, the allegations around our third-party contractor Arvato are unacceptable and that’s why we immediately suspended their warrant activity.”

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Man arrested over death of Gogglebox star George Gilbey

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Man arrested over death of Gogglebox star George Gilbey

A man in his 40s has been arrested on suspicion of gross negligence manslaughter in connection with the death of Gogglebox star George Gilbey.

Essex Police say Gilbey, 40, is thought to have died after a fall at work.

He was best known for appearing on the Channel 4 show alongside his mother Linda McGarry and stepfather Pete McGarry, who died in 2021 aged 71.

George Gilbey. Pic: Shutterstock
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George Gilbey. Pic: Shutterstock

The reality star also appeared on the 14th series of Celebrity Big Brother in 2014, reaching the final.

An Essex Police spokesperson said: “As part of our ongoing investigation into the death of a man in Campfield Road, Shoebury, we have arrested a man in their 40s from the Witham area on suspicion of gross negligence manslaughter.

“This is a joint investigation with the Health and Safety Executive and our inquiries are ongoing.”

Essex Police previously said they were called to an incident in Shoebury, Southend-on-Sea at around 10am on Wednesday.

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A spokesperson for the force said yesterday that “a man who was working at height had fallen and sustained an injury”.

“The ambulance service, including air ambulance, were in attendance. Sadly, the man died at the scene.”

Gilbey, from Essex, joined Gogglebox in its second series in 2013 before he and his family were dropped the following year when he signed up for Celebrity Big Brother. The family later returned to the series.

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A spokesperson for the award-winning programme said: “George was part of the Gogglebox family for eight series alongside his mum Linda and stepdad Pete.

“Our thoughts and deepest condolences are with Linda and George’s family and friends at this very sad time. The family has asked for privacy.”

Gilbey appeared on the Channel 5 version of Celebrity Big Brother alongside other famous faces including The Hills star Stephanie Pratt and American actor Gary Busey, who won the series.

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Hundreds of Border Force staff at Heathrow Airport to strike in April

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Hundreds of Border Force staff at Heathrow Airport to strike in April

More than 600 Border Force officials at Heathrow Airport will strike for four days in April.

The strike action will take place from 11-14 April, the PCS union announced.

The workers, who carry out immigration controls and passport checks at Heathrow, voted by 90% to walk out over a new roster and imposed changes to shift patterns.

The union said the changes could see 250 staff at the west London airport forced to lose their jobs by the end of next month.

Fran Heathcote, general secretary of PCS, said: “Ministers have 14 days to withdraw these unfair and unnecessary proposals or our members at Heathrow will take strike action.

“Consultation with staff has been a farce, with our members having little or no choice about the new arrangements.”

Read more from Sky News:
Disgraced ‘crypto king’ jailed for 25 years
Man arrested over Gogglebox star’s death

She added: “Ripping up flexible working arrangements is no way to treat staff especially, as the government says, their work is critical to our nation’s security.

“Some members are heartbroken that the Border Force has become ‘unprofessional and inhumane’.

“If the government is serious about border security, it should look at Border Force officers’ job security, look after its staff, scrap the changes and work with us to protect jobs and working conditions.”

A Home Office spokesperson said: “We are disappointed with the union’s decision to strike.

“Keeping our borders secure remains our top priority. We have robust plans in place to avoid disruption, and will deploy necessary personnel to meet demand on what we have long known will be one of the busiest travel days. We are confident in our plans to minimise the impact of this industrial action.

“We always recommend that passengers check the latest advice from their operators before travelling.”

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King delivers personal Easter message following cancer diagnosis

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King delivers personal Easter message following cancer diagnosis

The King has said he is continuing to serve the nation with “my whole heart” in a personal Easter message in the wake of his and the Princess of Wales’s cancer diagnoses.

The pre-recorded audio was broadcast in his absence at a Royal Maundy service at Worcester Cathedral on Thursday ahead of the Easter weekend.

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The King’s message was broadcast to a congregation at Worcester Cathedral. Pic: BBC/Sky/ITV News

The King, who announced in February he was undergoing cancer treatment, talked of his “special prayer” this Easter and expressed his “great sadness” of being unable to attend.

“The Maundy service has a very special place in my heart,” he said, after a Bible reading recounting Jesus washing his disciples’ feet.

He said the verse, from the Gospel according to St John, “has its origin in the life of our Lord, who knelt before his disciples, and to their great surprise, washed their trouble-weary feet”.

The monarch said in doing so, Jesus set “an example of how we should serve and care for each other” – and how as a nation “we need and benefit greatly from those who extend the hand of friendship to us, especially in a time of need”.

Read more:
What is Maundy Thursday?
Queen discusses what King is like as a patient
King ‘frustrated’ about speed of cancer recovery

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King Charles III reads cards and messages, sent by wellwishers following his cancer diagnosis.
Pic:PA
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The King reads cards and messages from well-wishers following his cancer diagnosis. Pic: PA

The 75-year-old, who acceded to the throne 18 months ago, said it reminded him of the pledge he made at the start of his Coronation service to follow Christ’s example – “not to be served, but to serve”.

“That I have always tried to do and continue to do with my whole heart,” he said.

“It is my special prayer today that our Lord’s example of serving one another might continue to inspire us and to strengthen all our communities.”

He added: “May God bless you all this Easter.”

The monarch – who has stepped back from large-scale public duties while receiving outpatient treatment – was pictured sitting at his desk in Buckingham Palace’s 18th Century Room as he recorded his message in mid-March.

While the King did not directly refer to his and his daughter-in-law’s health, his words will be interpreted as reflecting on the nation’s response to his and Kate’s challenges.

He told last month how he had been reduced to tears by the messages and cards of support he received from well-wishers.

Yesterday, the Queen, during a visit to Shropshire, was given posters from well-wishers for the Princess of Wales, and said Kate “will be thrilled” to receive them.

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Queen thanks young Kate well-wishers

His message comes as he prepares to attend church on Easter Sunday with Camilla – his most significant public appearance and major royal engagement since his cancer diagnosis.

But there will be a reduced number of royals present to avoid the health risks associated with large crowds.

Prince William, the Princess of Wales and their children Prince George, Princess Charlotte and Prince Louis will not be present.

The family are spending the Easter holidays together following Kate’s announcement she is being treated for cancer.

Kate revealed she is undergoing preventative chemotherapy in a video message to the nation on Friday.

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Kate’s message: Diagnosis ‘came as huge shock’

The statement followed weeks of global social media speculation and conspiracy theories about her whereabouts after she had not been seen on official engagements since last December.

The 42-year-old had planned abdominal surgery in January which she said was successful.

It was initially thought her condition was non-cancerous, but tests after the operation found cancer had been present.

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