BRITISH GAS INCREASES PREPAYMENT SUPPORT WITH £10 MILLION
British Gas has reviewed its pre-payment meter policies and is introducing further support for prepayment customers. Citizens Advice research recently highlighted that some people on prepayment meters are currently self-disconnecting and not seeking help.
British Gas has a good track record for supporting vulnerable customers having established the UK’s largest voluntary customer support package in 2022. It is now committing £10 million of customer support for vulnerable prepayment customers together with the introduction of new policies to ensure help gets to those who need it most. Prepayment customers do not need to contact British Gas to apply for this – those who are eligible and need help will be identified and provided with this support.
British Gas is announcing four new commitments for pre-payment customers:
- £10 million support: Discretionary support like non-repayable credit up to £250 on the prepayment meters for those struggling with energy costs. British Gas will identify those who would most benefit for this and there is no need for customers to apply.
- Extra vulnerability checks: Enhanced processes around assessing and identifying vulnerabilities to ensure support is targeted where it is needed, and self-disconnections are identified.
- No remote switches: A commitment to not remotely switch customers to prepayment meters this winter unless the customer requests it.
- Smart pre-payment meters: Ensuring those who are struggling with energy costs have smart prepayment meters to make sure any issues are identified quickly, and support provided.
British Gas has a £50m voluntary support package in place and has already committed to contributing 10 percent of energy supply profits to the British Gas Energy Support Fund for the duration of the energy crisis, backdated to the start of 2022. The £18 million British Gas Energy Support fund has been providing grants up to £1,500 to those in need since the start of the crisis.
Chris O’Shea, Chief Executive of Centrica, parent company of British Gas said: “We know that some prepayment customers are self-disconnecting and not coming forward for help, so we have reviewed our policies to do more to target support at this group. As a responsible business we are doing all we can to support our customers during this crisis – our work with the British Gas Energy Trust provides grants and money advice services.
“As well as helping our customers with much needed cash grants, I’m really proud of how our teams are giving expert advice and support at this busy time to help guide people through this crisis. Our call centres are helping around a million energy customers each month with their bills and our engineers are in homes every day advising customers on how to be more energy efficient and make savings.”