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.
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Image: 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.”
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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.
Image: 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.”
An alleged attack by the Manchester Arena bomb plotter on prison officers at a high-security jail “will stick with” those impacted “for the rest of their lives”, a former officer and colleague of the victims has said.
He was serving his sentence in a separation unit, known as a “jail within a jail”, after being found guilty of 22 counts of murder for helping his brother Salman Abedi carry out a suicide bombing at an Ariana Grande concert in 2017.
The attack has raised fresh questions about the safety of prison staff.
Inmates inside separation units had access to cooking facilities, which has now been suspended.
Image: Abedi was moved back to Belmarsh after the alleged attack
‘It will stick with them for life’
Matthew, who only wants to be referred to by his first name, worked with the officers who were hospitalised following the attack.
“I’ve spoken to ex-colleagues who I’m still friends with,” he told Sky News.
“They’ve not discussed the specifics of the incident, but they’ve said it will stick with them for the rest of their lives.”
Matthew broke down as he described the “obscene” and “ludicrous” levels of violence that staff face inside prison.
He’s worked at a number of different jails.
“I’ve been there when you’re mopping your colleagues’ blood… when you’ve seen a serious assault, and you don’t know if they’re gonna be OK, and then 10 minutes later, you’ve got to get back on with your day, you’ve got to carry on running the regime,” he said.
“It is difficult, and it is awful.”
Image: Matthew worked with the officers who were hospitalised
‘No adequate protection’
There were 10,496 assaults against prison staff in England and Wales in the 12 months to September – a 19% rise on the previous year.
“The reality is there’s no adequate protections for prison staff, and that’s a great frustration,” the general secretary of the Prison Officers’ Association union, Steve Gillan, told Sky News.
Having visited HMP Frankland earlier in the week, and spoken to many of the officers who were involved, Mr Gillan described the mood among colleagues as one of “anger, frustration, and sadness”.
The association, which represents prison officers, is calling for a “reset” – and for staff to be given stab-proof vests and tasers in “certain circumstances”.
Unwary travellers returning from the EU risk having their sandwiches and local delicacies, such as cheese, confiscated as they enter the UK.
The luggage in which they are carrying their goodies may also be seized and destroyed – and if Border Force catch them trying to smuggle meat or dairy products without a declaration, they could face criminal charges.
This may or may not be bureaucratic over-reaction.
It’s certainly just another of the barriers EU and UK authorities are busily throwing up between each other and their citizens – at a time when political leaders keep saying the two sides should be drawing together in the face of Donald Trump’s attacks on European trade and security.
Image: Keir Starmer’s been embarking on a reset with European leaders. Pic: Reuters
The ban on bringing back “cattle, sheep, goat, and pig meat, as well as dairy products, from EU countries into Great Britain for personal use” is meant “to protect the health of British livestock, the security of farmers, and the UK’s food security.”
There are bitter memories of previous outbreaks of foot and mouth disease in this country, in 1967 and 2001.
In 2001, there were more than 2,000 confirmed cases of infection resulting in six million sheep and cattle being destroyed. Footpaths were closed across the nation and the general election had to be delayed.
In the EU this year, there have been five cases confirmed in Slovakia and four in Hungary. There was a single outbreak in Germany in January, though Defra, the UK agriculture department, says that’s “no longer significant”.
Image: Authorities carry disinfectant near a farm in Dunakiliti, Hungary. Pic: Reuters
Better safe than sorry?
None of the cases of infection are in the three most popular countries for UK visitors – Spain, France, and Italy – now joining the ban. Places from which travellers are most likely to bring back a bit of cheese, salami, or chorizo.
Could the government be putting on a show to farmers that it’s on their side at the price of the public’s inconvenience, when its own measures on inheritance tax and failure to match lost EU subsidies are really doing the farming community harm?
Many will say it’s better to be safe than sorry, but the question remains whether the ban is proportionate or even well targeted on likely sources of infection.
Image: No more gourmet chorizo brought back from Spain for you. File pic: iStock
A ‘Brexit benefit’? Don’t be fooled
The EU has already introduced emergency measures to contain the disease where it has been found. Several thousand cattle in Hungary and Slovenia have been vaccinated or destroyed.
The UK’s ability to impose the ban is not “a benefit of Brexit”. Member nations including the UK were perfectly able to ban the movement of animals and animal products during the “mad cow disease” outbreak in the 1990s, much to the annoyance of the British government of the day.
Since leaving the EU, England, Scotland and Wales are no longer under EU veterinary regulation.
Northern Ireland still is because of its open border with the Republic. The latest ban does not cover people coming into Northern Ireland, Jersey, Guernsey, or the Isle of Man.
Rather than introducing further red tape of its own, the British government is supposed to be seeking closer “alignment” with the EU on animal and vegetable trade – SPS or “sanitary and phytosanitary” measures, in the jargon.
Image: A ban on cheese? That’s anything but cracking. Pic: iStock
UK can’t shake ties to EU
The reasons for this are obvious and potentially make or break for food producers in this country.
The EU is the recipient of 67% of UK agri-food exports, even though this has declined by more than 5% since Brexit.
The introduction of full, cumbersome, SPS checks has been delayed five times but are due to come in this October. The government estimates the cost to the industry will be £330m, food producers say it will be more like £2bn.
With Brexit, the UK became a “third country” to the EU, just like the US or China or any other nation. The UK’s ties to the European bloc, however, are much greater.
Half of the UK’s imports come from the EU and 41% of its exports go there. The US is the UK’s single largest national trading partner, but still only accounts for around 17% of trade, in or out.
The difference in the statistics for travellers are even starker – 77% of trips abroad from the UK, for business, leisure or personal reasons, are to EU countries. That is 66.7 million visits a year, compared to 4.5 million or 5% to the US.
And that was in 2023, before Donald Trump and JD Vance’s hostile words and actions put foreign visitors off.
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Trump: ‘Europe is free-loading’
More bureaucratic botheration
Meanwhile, the UK and the EU are making travel between them more bothersome for their citizens and businesses.
This October, the EU’s much-delayed EES or Entry Exit System is due to come into force. Every foreigner will be required to provide biometric information – including fingerprints and scans – every time they enter or leave the Schengen area.
From October next year, visitors from countries including the UK will have to be authorised in advance by ETIAS, the European Travel and Authorisation System. Applications will cost seven euros and will be valid for three years.
Since the beginning of this month, European visitors to the UK have been subject to similar reciprocal measures. They must apply for an ETA, an Electronic Travel Authorisation. This lasts for two years or until a passport expires and costs £16.
The days of freedom of movement for people, goods, and services between the UK and its neighbours are long gone.
The British economy has lost out and British citizens and businesses suffer from greater bureaucratic botheration.
Nor has immigration into the UK gone down since leaving the EU. The numbers have actually gone up, with people from Commonwealth countries, including India, Pakistan and Nigeria, more than compensating for EU citizens who used to come and go.
Image: Editor’s note: Hands off my focaccia sandwiches with prosciutto! Pic: iStock
Will European reset pay off?
The government is talking loudly about the possible benefits of a trade “deal” with Trump’s America.
Meanwhile, minister Nick Thomas Symonds and the civil servant Mike Ellam are engaged in low-profile negotiations with Europe – which could be of far greater economic and social significance.
The public will have to wait to see what progress is being made at least until the first-ever EU-UK summit, due to take place on 19 May this year.
Hard-pressed British food producers and travellers – not to mention young people shut out of educational opportunities in Europe – can only hope that Sir Keir Starmer considers their interests as positively as he does sucking up to the Trump administration.
A 41-year-old man from Penylan has been charged with murder, preventing lawful and decent burial of a dead body and assaulting a person occasioning them actual bodily harm.
A 48-year-old woman from London has been charged with preventing a lawful and decent burial of a dead body and conspiring to pervert the course of justice.
They both appeared at Cardiff Magistrates’ Court on Saturday.
“This brings our search for Paria to a sad and tragic end,” said Detective Chief Inspector Matt Powell.
“Paria’s family, all those who knew her, and those in her local community, will be deeply saddened and shocked by these latest developments.
“Family liaison officers are continuing to support Paria’s family.”