Prepayment meter in the UK: your rights

The short answer

With a prepayment meter you pay before you use energy. It can help with budgeting, but there are rules on when one may be fitted and on protection when the credit runs out.

📜 The rules in the UK

Prepayment meters

Great Britain: if you cannot afford to top up, contact your supplier; it must offer help and agree an affordable payment plan. You can usually get emergency credit (about £10) and friendly hours credit at night, weekends and bank holidays; you repay both when you next top up.

Your supplier must work with you on a payment plan you can afford and can give extra credit if you are in a vulnerable situation. If you cannot reach your meter and it cannot be moved, it must be replaced with a different type. (ofgem.gov.uk)
Your supplier usually won't switch you to credit if you owe it money, but must if prepayment is unsafe or impractical for you (e.g. health, disability, age 75+, young children). You may need a credit check or deposit. (citizensadvice.org.uk)

Official source: citizensadvice.org.uk · Checked 2026-09-30

🪜 Step by step

Know the rules on fittingSee below when a supplier may install a prepayment meter in the UK and who may be protected.
Ask for emergency creditMost prepayment meters have emergency or friendly credit. Ask your supplier how it works.
Get help if you cannot top upContact your supplier straight away and ask about extra support.
Complain if the rules were brokenIf a meter was fitted wrongly, complain to the supplier, then to the dispute body below.

📇 Who to contact

Energy OmbudsmanSettles disputes with energy companiesWhen the company has not solved your complaint📞 0330 440 1624 🔗 www.energyombudsman.org

Ofgem (Office of Gas and Electricity Markets)Supervises energy companies and explains your rightsFor information, and to report a company that breaks the rules🔗 www.ofgem.gov.uk

Utility Regulator (Northern Ireland)Supervises energy companies and explains your rightsFor information, and to report a company that breaks the rules🔗 www.uregni.gov.uk

❓ Questions

Can I switch back to a normal meter?

Often yes, once any debt is dealt with. Ask your supplier.

Do I pay more with a prepayment meter?

The rules on prepayment prices differ. The rules for the UK are on this page.

Can I still switch supplier?

Usually yes, even with a prepayment meter. Debts can limit this.

📎 Sources

Checked: 2026-09-30

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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💳 Prepayment meter in the UK: can they fit one, and what are my rights?