Energy suppliers are resolving problems with faulty gas meters – Ofgem responds

Energy suppliers are contacting some customers with gas pre-payment meters to give them a refund as their pre-payment meter may not have been working properly. No one needs to do anything – suppliers know who is affected and have a solution.

They will be in touch with each meter customer and, if they are owed any money as a result of this issue, it will be refunded in full as quickly as possible.

ANGELA KNIGHT 1The problem came about because up to 1.5 million meters did not work properly when they were installed. As soon as the issue came to light companies began work to fix it and arrange refunds. In some cases a customer’s meter will have already been fixed as programmes get underway across the country. All the companies involved will be working over the coming months to get round everyone who is affected.

Angela Knight Chief Executive of Energy UK said:

“Suppliers are working hard to roll out a solution for an issue which has affected some pre-payment gas meters. The meters were manufactured with a problem where they over-collected from customers. However, the companies know who is affected and will be getting in touch directly to put the meters right and refund any money owed.

“The suppliers and the wider industry are all very sorry this problem has occurred but are already getting in contact with customers. Customers do not need to do anything – their supplier will get in touch but, if they are concerned, they just need to contact their energy company who will be able to help.”

Ofgem was quick to respond and Rachel Fletcher, Senior Partner for markets, said:

“We are determined that no consumer should lose out because some energy suppliers have overcharged some consumers on pre-payment meters. By the end of this week, we expect industry to:

  • come forward with a swift timetable for resolving all traceable cases of over-charging customers
  • repay consumers within a clearly agreed and publicly announced timetable
  • reconfigure meters as quickly as possible, and
  • protect customers from over-payment in the meantime.

“Suppliers must act quickly to resolve the problem in a way that treats customers fairly. We have not ruled out enforcement action.”


Pictured is Angela Knight, Chief Executive of Energy UK

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