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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0:33
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.”
Rachel Reeves has not offered her resignation and is “going nowhere”, Downing Street has said, following her tearful appearance in the House of Commons.
A Number 10 spokesperson said the chancellor had the “full backing” of Sir Keir Starmer, despite Ms Reeves looking visibly upset during Prime Minister’s Questions.
A spokesperson for the chancellor later clarified that Ms Reeves had been affected by a “personal matter” and would be working out of Downing Street this afternoon.
UK government bond prices fell by the most since October 2022, and the pound tumbled after Ms Reeves’s Commons appearance, while the yield on the 10-year government bond, or gilt, rose as much as 22 basis points at one point to around 4.68%.
Tory leader Kemi Badenoch branded the chancellor the “human shield” for the prime minister’s “incompetence” just hours after he was forced to perform a humiliating U-turn over his controversial welfare bill.
Emotional Reeves a painful watch – and reminder of tough decisions ahead
It is hard to think of a PMQs like it – it was a painful watch.
The prime minister battled on, his tone assured, even if his actual words were not always convincing.
But it was the chancellor next to him that attracted the most attention.
Rachel Reeves looked visibly upset.
It is hard to know for sure right now what was going on behind the scenes, the reasons – predictable or otherwise – why she appeared to be emotional, but it was noticeable and it was difficult to watch.
Speaking at Prime Minister’s Questions, Ms Badenoch said: “This man has forgotten that his welfare bill was there to plug a black hole created by the chancellor. Instead they’re creating new ones.”
Turning to the chancellor, the Tory leader added: “[She] is pointing at me – she looks absolutely miserable.
“Labour MPs are going on the record saying that the chancellor is toast, and the reality is that she is a human shield for his incompetence. In January, he said that she would be in post until the next election. Will she really?”
Not fully answering the question, the prime minister replied: “[Ms Badenoch] certainly won’t.
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2:58
Welfare vote ‘a blow to the prime minister’
“I have to say, I’m always cheered up when she asks me questions or responds to a statement because she always makes a complete mess of it and shows just how unserious and irrelevant they are.”
Mrs Badenoch interjected: “How awful for the chancellor that he couldn’t confirm that she would stay in place.”
A total of 49 Labour MPs voted against the bill – the largest rebellion in a prime minister’s first year in office since 47 MPs voted against Tony Blair’s Lone Parent benefit in 1997, according to Professor Phil Cowley from Queen Mary University.
After multiple concessions made due to threats of a Labour rebellion, many MPs questioned what they were voting for as the bill had been severely stripped down.
They ended up voting for only one part of the plan: a cut to Universal Credit (UC) sickness benefits for new claimants from £97 a week to £50 from 2026/7.
Ms Badenoch said the climbdown was proof that Sir Keir was “too weak to get anything done”.
Ms Reeves has also borne a lot of the criticism over the handling of the vote, with some MPs believing that her strict approach to fiscal rules has meant she has approached the ballooning welfare bill from the standpoint of trying to make savings, rather than getting people into work.
Experts have now warned that the welfare U-turn, on top of reversing the cut to winter fuel, means that tax rises in the autumn are more likely – with Ms Reeves now needing to find £5bn to make up for the policy U-turns.
Asked by Ms Badenoch whether he could rule out further tax rises – something Labour promised it would not do on working people in its manifesto – Sir Keir said: “She knows that no prime minister or chancellor ever stands at the despatch box and writes budgets in the future.
“But she talks about growth, for 14 years we had stagnation, and that is what caused the problem.”
Prosecutors are considering whether to bring further criminal charges against Lucy Letby over the deaths of babies at two hospitals where she worked
The Crown Prosecution Service said it had received “a full file of evidence from Cheshire Constabulary asking us to consider further allegations in relation to deaths and non-fatal collapses of babies at the Countess of Chester Hospital and Liverpool Women’s Hospital”.
“We will now carefully consider the evidence to determine whether any further criminal charges should be brought,” it added.
“As always, we will make that decision independently, based on the evidence and in line with our legal test.”
Letby, 35, was found guilty of murdering seven children and attempting to murder seven more between June 2015 and June 2016 while working in the neonatal unit of the Countess of Chester Hospital and is currently serving 15 whole-life orders.
Image: Letby worked at the Countess of Chester Hospital and Liverpool Women’s Hospital
She is understood to have carried out two work placements at Liverpool Women’s Hospital, where she trained as a student, between October and December 2012, and January and February 2015.
Police said in December that Letby was interviewed in prison as part of an investigation into more baby deaths and non-fatal collapses.
A Cheshire Constabulary spokesperson said: “We can confirm that Cheshire Constabulary has submitted a full file of evidence to the CPS for charging advice regarding the ongoing investigation into deaths and non-fatal collapses of babies at the neo-natal units of both the Countess of Chester Hospital and the Liverpool Women’s Hospital as part of Operation Hummingbird.”
Detectives previously said the investigation was looking into the full period of time that Letby worked as a nurse, covering the period from 2012 to 2016 and including a review of 4,000 admissions of babies.
Letby’s lawyer Mark McDonald said: “The evidence of the innocence of Lucy Letby is overwhelming,” adding: “We will cross every bridge when we get to it but if Lucy is charged I know we have a whole army of internationally renowned medical experts who will totally undermine the prosecution’s unfounded allegations.”
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2:09
Three managers at the hospital where Lucy Letby worked have been arrested on suspicion of gross negligence manslaughter.
Earlier this year, Letby’s lawyers called for the suspension of the inquiry, claiming there was “overwhelming and compelling evidence” that her convictions were unsafe.
Their evidence has been passed to the Criminal Cases Review Commission (CCRC), which investigates potential miscarriages of justice, and Letby’s legal team hopes her case will be referred back to the Court of Appeal.
The Crown Prosecution Service has said it is considering whether to bring further criminal charges over the deaths of babies at hospitals where Lucy Letby worked.
The CPS said it had received “a full file of evidence from Cheshire Constabulary asking us to consider further allegations in relation to deaths and non-fatal collapses of babies at the Countess of Chester Hospital and Liverpool Women’s Hospital”.
“We will now carefully consider the evidence to determine whether any further criminal charges should be brought,” it added.
“As always, we will make that decision independently, based on the evidence and in line with our legal test.”
Letby, 35, was found guilty of murdering seven children and attempting to murder seven more between June 2015 and June 2016 while working in the neonatal unit of the Countess of Chester Hospital and is currently serving 15 whole-life orders.
She is understood to have carried out two work placements at Liverpool Women’s Hospital, where she trained as a student, between October and December 2012, and January and February 2015.
Earlier this year, Letby’s lawyers called for the suspension of the inquiry, claiming there was “overwhelming and compelling evidence” that her convictions were unsafe.
Their evidence has been passed to the Criminal Cases Review Commission (CCRC), which investigates potential miscarriages of justice, and Letby’s legal team hopes her case will be referred back to the Court of Appeal.