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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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‘I’m deprived of my UK citizenship but I’m not a convicted terrorist’

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'I'm deprived of my UK citizenship but I'm not a convicted terrorist'

Hayat Tahrir al Sham (HTS) went from a jihadist movement once aligned to al Qaeda to forming the official government of Syria.

It was a monumental transformation for them, their country and the wider Middle East.

But potentially too for British people who went to Syria – and who were stripped of their citizenship as a result, on the grounds of national security.

Tauqir Sharif, better known as Tox, went to Syria in 2012 as an aid worker. He was accused of being part of a group affiliated with al Qaeda, which he denies, and the then-home secretary Amber Rudd deprived him of his British citizenship in 2017.

“As of now, I am deprived of my UK citizenship but I’m not a convicted terrorist – and the reason for that is because we refused, we boycotted, the SIAC [Special Immigration Appeals Commission] secret courts, which don’t allow you to see any of the evidence presented against you,” he said.

“And one of the things that I always called for was, look, put me in front of a jury, let’s have an open hearing.”

Tox went to Syria in 2012
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Tox went to Syria in 2012

HTS is still a proscribed terrorist organisation but the British government has now established relations with it.

Foreign Secretary David Lammy travelled to Damascus to meet the jihadist-turned-Syrian interim president – the man who swapped his nom de guerre of al Jolani for Ahmed al Sharaa.

David Lammy shakes hands with Ahmed al Sharaa in Damascus. Pic: X / @DavidLammy
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David Lammy shakes hands with Ahmed al Sharaa in Damascus. Pic: X / @DavidLammy

If the UK government takes HTS off the terror list, what does that mean for those who lost their citizenship after being accused of being part of it?

People who joined HTS are only a subset among the scores of people who have had their citizenship revoked – a tool the UK government has been quick to use.

According to a report by the Parliamentary Joint Human Rights Committee, the UK “uses deprivation of citizenship orders more than almost any country in the world”.

The peak of that was in 2017, and mainly in relation to Syria – especially in the case of people joining Islamic State, perhaps most famously Shamima Begum.

Shamima Begum was stripped of her British citizenship on national security grounds
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Shamima Begum was stripped of her British citizenship on national security grounds

And because people cannot be made entirely stateless, and need to have a second nationality, or be potentially eligible for one, there are worries of racism in who the orders apply to.

Countries like Pakistan and Bangladesh offer dual nationality, whereas other nations do not. In 2022, the Institute of Race Relations said “the vast majority of those deprived are Muslim men with South Asian or Middle Eastern/North African heritage”.

Legal grey areas

Sky News submitted Freedom of Information requests to the Home Office asking for a breakdown of second nationalities of those deprived of citizenship, but was refused twice on national security grounds.

The independent reviewer of terrorism legislation, Jonathan Hall KC, told Sky News there are issues around transparency.

“I do think there is a problem when you have people whose relationship with the country that they’re left with is really technical and they may never have realised that they had that citizenship before and may never gone to that country,” he said.

“Me and my predecessors have all said, owing to how frequently this power is used, it should be something that the independent reviewer should have the power to review. I asked, my predecessor asked, we’ve both been told no, so I agree there’s a lack of transparency.”

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No automatic reversal

Even if the government does remove HTS from the terror list, it would not automatically invalidate decisions to deprive people of their citizenship.

Macer Gifford fought with the Kurdish People's Protection Units (YPG) as a foreign volunteer. Pic: AP
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Macer Gifford fought with the Kurdish People’s Protection Units (YPG) as a foreign volunteer. Pic: AP

Macer Gifford gave up a career as a banker in London to join the Kurdish People’s Protection Units (YPG) as a foreign volunteer between 2015 and 2017.

He told Sky News that decisions “made years ago in the interest of the British public have to remain”.

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“We can’t sort of go through previous cases nitpicking through it, wasting time and money to bring it up to date,” he added.

“We can’t be naive because the intent to go out, the decision to go in itself is a huge decision for them. So it shows commitment when they’re there, they then, if they take an active participation in the organisations that they’ve been accused of joining, again, that involves training and perseverance and dedication to the cause.”

But those born and raised in Britain, who joined the same cause, and lost their citizenship as a result, might reasonably ask why that should remain the case.

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Criminals could be banned from pubs and sports grounds under new plans

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Criminals could be banned from pubs and sports grounds under new plans

Criminals face being banned from pubs, sports grounds and concerts under new government plans to give judges powers to pass tougher community sentences.

The new measures, which would apply to people in England and Wales, “should remind all offenders that, under this government, crime does not pay”, Justice Secretary Shabana Mahmood said.

Offenders’ freedom could also be curtailed with limits on driving, travel bans and restriction zones confining them to specific areas, the government said.

Similar measures could also apply to prisoners let out on licence, while drug testing would be expanded to include all those released, rather than just those with a history of substance misuse.

While judges are currently able to impose limited bans for specific crimes, such as football bans for crimes committed inside a stadium on match day, the new measures would allow for such bans to be handed down for any offence.

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Inside one of Britain’s most overcrowded prisons

The justice secretary said: “When criminals break society’s rules, they must be punished.

“Those serving their sentences in the community must have their freedom restricted there too.

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“These new punishments should remind all offenders that, under this government, crime does not pay.

“Rightly, the public expect the government to do everything in its power to keep Britain safe, and that’s what we’re doing.”

The proposals are part of the Labour government’s efforts to tackle overcrowding in prisons.

Back in June, it emerged that prisoners were to be transferred to lower security jails in an effort to ease overcrowding, as part of a new measure quietly unveiled by the government.

Sky News reported earlier this month how the prison system was close to collapse on a number of occasions between autumn 2023 and summer 2024, according to an independent review by former chief inspector of prisons, Dame Anne Owers.

The report said there was a systemic problem which has led to recurring prison capacity crises over the last 18 years.

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Police separate anti-immigration and anti-racism protesters across the country

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Police separate anti-immigration and anti-racism protesters across the country

Protesters have gathered across the country as groups demonstrated against asylum seeker housing and were met by anti-racism campaigners.

Demonstrations under the Abolish Asylum System slogan were held in England, Scotland and Wales, including in Bristol, Exeter, Tamworth, Cannock, Aberdeen, Mold, Perth, Nuneaton, Liverpool, Wakefield, Newcastle, Horley and Canary Wharf.

Counter-protests were also organised by campaign group Stand Up to Racism.

Police officers scuffle with demonstrators during protests at Castle Park in Bristol. Pic: PA
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Police officers scuffle with demonstrators during protests at Castle Park in Bristol. Pic: PA

In Bristol, mounted police separated the two groups in the Castle Park, with officers scuffling with protesters.

Police kept around 200 anti-immigration protesters draped in English flags away from roughly 50 Stand Up to Racism protesters in Horley, Surrey.

People take part in a protest outside the Sheraton Four Points Hotel in Horley, Surrey. Pic: PA
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People take part in a protest outside the Sheraton Four Points Hotel in Horley, Surrey. Pic: PA

One man, wearing a West Ham United football shirt, was held by police as he yelled: “You’re not welcome here, you’re not welcome here, you’re not welcome here” at anti-racism protesters.

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Anti-immigration protesters also chanted: “Tommy, Tommy, Tommy, Tommy Robinson” in support of the far-right activist, whose real name is Stephen Yaxley-Lennon.

A confrontation between a protester and a counter-protester outside the Sheraton Four Points Hotel in Horley, Surrey. Pic: PA
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A confrontation between a protester and a counter-protester outside the Sheraton Four Points Hotel in Horley, Surrey. Pic: PA

The anti-racism protesters chanted “say it loud, say it clear, refugees are welcome here” and held signs calling for solidarity and to “stop deportations”.

The Stand Up to Racism protesters were shepherded into a smaller area as they continued to chant: “No hate, no fear, refugees are welcome here”, which was met with “No they’re f****** not” from the other side of the street.

People inside the hotel look at protesters outside the Radisson Hotel in Perth. Pic: PA
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People inside the hotel look at protesters outside the Radisson Hotel in Perth. Pic: PA

In Perth, protesters gathered outside the Radisson Hotel.

The anti-migration protesters held up signs with slogans such as “Perth is full – empty the hotels” and “get them out”.

People take part in a counter-protest outside the Radisson Hotel in Perth. Pic: PA
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People take part in a counter-protest outside the Radisson Hotel in Perth. Pic: PA

Stand Up to Racism Scotland said it had achieved “victory” in Perth, with more than 200 gathering to oppose the Abolish Asylum System demonstration.

In Liverpool, a dispersal order was issued to try and contain the protests.

Saturday’s events come amid continued tension around the use of the hotels for asylum seekers.

Regular protests had been held outside the Bell Hotel in Epping, Essex, which started after an asylum seeker housed there was charged with sexually assaulting a 14-year-old girl on 10 July.

Hadush Gerberslasie Kebatu, 38, was charged with trying to kiss a teenage girl and denies the allegations. He is due to stand trial later this month.

In the wake of those protests, Epping Forest District Council sought and won an interim High Court injunction to stop migrants from being accommodated there – a decision which the government is seeking permission to appeal.

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