Prepayment Meters: Self-Disconnection

Catherine West Excerpts

Thursday 15th December 2022 Commons Chamber

[Anne McLaughlin]

I absolutely agree on that. I should thank the hon. Lady, because I have a ten-minute rule Bill on this matter and she spoke up for it last week in allowing it to continue in this place. I will come on to that. It is so ironic that the poorest people are paying the most. We get to pay less, yet we are paying in arrears.

[Catherine West (Hornsey and Wood Green) (Lab)]

The hon. Lady is making an excellent beginning to her speech. Does she agree that what we see from the energy companies is the “rocket and feathers principle”, where the prices skyrocket when they first come in but then they drop like feathers? The gas price has actually gone down, so why are some people paying up to £4,300 for their energy just on their gas bill when that far outstrips what one would be paying on a direct debit or other form of payment for gas?

[Anne McLaughlin]

Yes, I absolutely agree with the hon. Lady on that. The whole system is wrong and crazy. Let me go back to what I was saying about the people who are just disconnected for their £5 or £10 of debt. When they are disconnected, they cannot boil a kettle or heat a room. They cannot even heat an electric blanket. They cannot wash their clothes, have a shower or watch TV—they cannot even charge their phones. In some cases, which I will come on to, they can no longer operate disability aids—that is an absolute disgrace. It means that I, as a well-paid MP and someone who is clearly able to pay their bills, could stop paying them just on a whim and, unlike someone on a meter I could then run up hundreds or perhaps thousands of pounds-worth of debt to my energy supplier before being disconnected, whereas people on prepayment meters—the ones with the least money—are limited to a debt of only £5 or £10 before they are cut off. It is that inequity that I want addressed.

I do not believe the Minister will tell me today that this situation is fair. I would be amazed if he did try to argue there was anything equitable about this treatment. So, as I have said in the past, I am hopeful, verging on confident, that the Government will support what I am calling for here. As I said at the start, the Government need to do it quickly—they need to do it now. I know how slowly things move in this place, but I also know the Government can move quickly when they need to, and I argue that they really do need to. I am desperately worried about people out there. I am worried that people are going to die—people who would have lived, had this awful practice been outlawed.

However, I want to start by talking about a very important group of people who do not fit that category, because they are not going to live for much longer regardless of the result of my campaign. I have been speaking to Marie Curie about its “Dying in poverty” campaign and have heard about the people it is supporting: people who return home after a lengthy stay in hospital or a hospice, try to top up the prepayment meter and discover that the large sum they have topped up by just is not enough.

Why is that? Because every day they were in the hospice, they racked up daily standing charges. They were not there and they did not use gas or electricity, but they have a big debt to pay off before they can even access heat or light. Worse, their daily standing charges are higher than our daily standing charges. When we consider that the average cost of an electricity bill can rise by 75% for someone who is terminally ill, it is doubly unfair. Would any of us want that situation for our own families? Of course we would not—and if it is not good enough for our families, it is not good enough for anybody’s family.

I want to run through some of my main concerns about these meters. Those on prepayment meters are generally on them because they are on low income and most are given no choice. Citizens Advice described the process as follows: people have a period where they are unable to pay their bills and their energy supplier is obliged to negotiate a repayment plan that takes in to account their ability to pay for the debt and their ongoing energy consumption. Because of the higher costs, however, many people do not have enough money to cover their ongoing usage, let alone pay towards arrears. They begin to fall behind on payments and, to recover that money, the supplier gains entry to their home and installs a prepayment meter.

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[Catherine West (Hornsey and Wood Green) (Lab)]

It is a real pleasure to follow the passionate speech by the hon. Member for East Lothian (Kenny MacAskill), and I could not agree with him more. Despite our constituencies being so different, there are a lot of similarities, because in Hornsey and Wood Green, we have far too many people who are doing it tough this winter and are stuck on these dreadful prepayment meters, where the standing charges seem to change overnight without any advice and the tariffs are particularly high. Members across the House have emphasised the social inequity of this situation.

I pay tribute to the chief executive of the citizens advice bureau in my constituency, Mr Daniel Blake, and all his volunteers, who do an enormously positive job to help people in their hour of need. I pay tribute to my constituency caseworkers and all those throughout the House who work tirelessly day and night to assist our constituents when they have no heating, hot water or electricity. That is increasingly common, despite the fact that we have had sub-zero temperatures for at least 10 days now. I also pay tribute to the shadow Minister, my hon. Friend the Member for Southampton, Test (Dr Whitehead), and his team, who do an excellent job in briefing MPs on the situation with prepayment meters and are trying to research and provide up-to-the-minute advice for our constituents.

I broadly want to mention the dreadful customer service. I offered to assist my constituency caseworker with some work this week, because she was rather snowed under. It took 55 minutes for E.ON to pick up the phone, and this is probably what a lot of our constituents are experiencing; because they are at the bottom of the pile, they do not get heard. Other constituents have written to me telling me that they have not yet received their energy rebate vouchers. Since October, my constituents should have been receiving their £66 per month to help with soaring bills, yet they have not had any help. One of my constituents told me:

“I have been trying to get my voucher, with no success. I have tried calling British Gas several times and have been on the phone for hours but no one picks up. I have no other way to tell them that I have tried. I am now worried I will lose this voucher!! We are entering December now.”

This is in sub-zero temperatures. I have written to the energy companies about this, and I am still awaiting a response. The MP hotline is also failing to respond on time. We know that some of the most vulnerable people in our society use prepayment meters, and many are having to pay more for their heating and pay back any debt.

In fact, the cost of energy is not just an issue for those who are on prepayment meters. I noticed in yesterday’s press that there is even an MP who is feeling so out of pocket that he has had to claim over £3,000 from the Independent Parliamentary Standards Authority because he is not able to afford his energy bill. This is obviously affecting a great many people. I would imagine that with our income, we are in a slightly better position than others. I will not mention this person’s name, because I have not checked with his office. This is a wide-ranging issue facing many in society, but the people we should be worried about in terms of the public health implications are, as my hon. Friend the Member for York Central (Rachael Maskell) and others have said, people who either cannot reach their prepayment meter to adjust it or who have significant disabilities.

I look forward to hearing what the Minister says about the vouchers, because it has been well covered in the press and I hope it has been the subject of discussions with the private companies. He traditionally has been a great champion of consumers, and I hope he has not lost that zeal since he got into the bureaucracy; I am sure he has not and is just as passionate. I am sure that he listened to the hon. Member for Glasgow North East (Anne McLaughlin) and will take immediate action this afternoon, so that we can all go and have our Christmas break knowing that our constituents will not be left at Christmas and new year dealing with suppliers who fail to pick up the telephone, MPs’ staff pulling their hair out because they are not getting replies through the MP hotline, or standing charges that flip up without any advice at all.

As many will be aware, energy prices have soared in the last year. One constituent told me:

“It’s impossible to understand how families will manage to find thousands of pounds extra a year and the anxiety throughout the country is almost palpable. My rent (private sector) will go up significantly and I will almost certainly have to move as a result”.

People on prepayment meters have to pay a daily standing charge, and their electric and gas costs are significantly higher. To give one example, I received a text saying that it cost £12 for a 20-minute use of hot water—that is for four young students who are trying to survive, have their showers and get themselves ready for their studies. Extrapolated over a 12-month period, that is over £4,300 just for gas, which powers the heating. This is clearly completely unacceptable and desperately needs an urgent review.

I am extremely concerned about the high cost of prepayment meters and the impact on our constituents. Another constituent told me:

“I’m a single pensioner living alone and I’m honestly scared by what I’m reading on my prepaid meter. Prices aren’t going to come down in the future—they’ll only rise”.

What is being done to help our pensioners, many of whom are in damp and cold homes all day? We saw the tragic loss of life of a tiny child to damp and cold in the last month. We must redouble our efforts to put more pressure on the energy companies, so that they take immediate action for the most vulnerable on prepayment meters who are paying over the odds and in advance for energy that they have not even used.

[Richard Graham (Gloucester) (Con)]

The hon. Lady is making some excellent points, and this debate is incredibly important, which is why I signed the original motion. Does she agree that it is wrong for people who are already in arrears and need help with their bills to have to pay about 2% more, which I think is estimated at £84 between October and December?

[Catherine West]

The hon. Gentleman is right to emphasise that point. He lives on the cold Gloucester plain, which can get very chilly and snowy at this time of year, so he will understand the desperate anxiety that many people in this situation are feeling. I hope the Minister will take urgent action on this, because it is not a situation that affects people in only one part of the country. It is often people in privately rented accommodation, and these prepayment metres are literally taking all the money they have.

I want to briefly mention the inherited debt problem, which some Members will be aware of. When a tenancy changes, new tenants move in and inherit the debt from the tenants who were there before. In some cases, they put their £10 in thinking that it will keep them going for a couple of days, not realising that they are carrying the debt of the tenants before. That £10 then disappears, and they find themselves having to put in £50 or £60—which they may not have readily accessible, given all the costs that go with a new tenancy—and negotiate with a completely new provider. There has to be a way of regulating that more and getting the regulator to be much more proactive and agile in these situations, so that we do not have this inherited debt problem and new tenants do not have to suddenly find hundreds of pounds just so that they can switch on their heating. I hope that the Minister will address that problem in his remarks.

Will the Minister also comment on the practical difficulty when a supplier changes? I am aware of a constituency case in which service was very disrupted when a prepayment meter switched from npower to E.ON, which eventually got on top of the mess it inherited from npower, but the tenants had a very difficult time with only basic information. What can be done to clarify and explain the enormously costly standing charges and unit cost prices currently being charged to those in the most vulnerable housing in the UK?

[Madam Deputy Speaker (Dame Rosie Winterton)]

I call the SNP spokesperson.

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[Dr Whitehead]

I thank the hon. Member for emphasising her optimism; let us see how we get on this afternoon.

Hon. Members have added to the debate positively by setting out where we are on prepaid meters and a number of issues relating to their present operation, as well as where we need to go for the future. About 15% of UK households are on smart meters for electricity and 14% are on prepaid meters for gas. That may well have gone up since those figures were last calculated. As hon. Members have mentioned, about half a million warrants to place people on to prepaid meters have been successfully passed through the courts since the beginning of the covid pandemic in 2021, so the figure is likely to be higher.

The situation is, frankly, a snapshot of the way in which the have-nots in our society are treated, as opposed to the haves. We need to keep that centrally in mind, because overwhelmingly, a substantial number of people in vulnerable circumstances, on lower incomes and in poorer housing are on prepaid meters, whereas people who are not in those circumstances have accounts. As the hon. Member set out, that means that there is a two-tier arrangement on energy debt. On one side, those with accounts can manage and work their way through very large amounts of debt. On the other side, those on prepaid meters simply cannot do that, for the simple reason that as soon as they go over the credit limit, they are out—their meter has, effectively, been switched off—and they have no more energy. Let us be clear: from the point of view of energy supply companies, that is the most efficient way to get rid of the problem that they might face, under other circumstances, of having to pursue customers for debt. Companies can simply put people on prepaid meters and they then self-disconnect, ending the problem for the energy supply companies.

As my hon. Friend the Member for York Central (Rachael Maskell) and other hon. Members said, in a recent court case in the north of England, about 496 warrants were agreed in a very short period for people to go on to a prepaid meter despite what they wanted to happen. Some people like the way that prepaid meters operate, in terms of balancing the family budget, but I would suggest that they are in a minority. Most people are on prepaid meters because they have to be and their circumstances do not allow them to do otherwise. However, it is not really the case that the courts can just rubber stamp warrants. It would be very difficult to rubber-stamp 496 warrants in three minutes—that was the speed at which the warrants were recently dealt with in that particular court case. A conveyor belt of warrants for prepaid meters is currently going through the courts, adding up to the enormous figure that I mentioned.

As hon. Members have said, there is already a differential with prepaid meters. The have-nots pay more and the haves pay less on tariffs, standing charges and so on. That is remarkable because, prepaid meters are a very good thing for the cash flow of energy companies and for getting money in up front, which I would have thought would lead to lower rather than higher charges for prepaid meters.

[Catherine West]

Does my hon. Friend agree that this is yet another example of rip-off Britain?

[Dr Whitehead]

That is right. We are allowing a group of customers to be ripped off much more easily than other people in the energy sphere. It is good that we have shone a light on that this afternoon, because this needs urgent action. For the short term, I hope that the Government will say that there should be a moratorium on further warrants to put people on to prepaid meters, at least for duration of the energy crisis. That would at least mean that, as hon. Members have already said, we would not be putting more people into a situation in which they face impossible choices in their household management. In a number of instances, people literally cannot reactivate their systems when they have been disconnected, or have self-disconnected. They simply do not have the wherewithal to get back on the prepaid meter horse, as it were, because—among other things—the standing charges continue to ratchet up.

People are also paying grossly inflated prices when they are not the direct bill payer. I am thinking of people in park homes and in various other circumstances where the landlord has a meter-charge arrangement that bears no relation to what that should be, were the money to go into the meter. So, given the energy crisis, there are a great many areas in which the Government must take action in the near future in recognition of the fact that people with prepayment meters are at the coalface when it comes to energy poverty.

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[The Parliamentary Under-Secretary of State for Business, Energy and Industrial Strategy (Kevin Hollinrake)]

Let me begin by thanking the hon. Member for Glasgow North East (Anne McLaughlin) for the positive way in which she introduced this important and sensitive debate. Like her, I have always adopted the principle that we get more with sugar than we do with salt, so I do whatever I can to protect the customers about whom she is concerned, particularly those with prepayment meters. As she said, the problems among that cohort will become worse during the winter, notably the cost of living crisis and the cold weather—nowhere more than in Scotland, she said, although north Yorkshire also gets fairly cold at this time of year, as, indeed, do other parts of the country: my hon. Friend the Member for Gloucester (Richard Graham) mentioned parts of his own constituency where people are being affected.

The Government entirely share the hon. Lady’s concerns. It is of course important to bear in mind suggestions, such as those made in today’s debate, of ways in which to keep our rules and regulations and processes under review to ensure that these vulnerable people are protected. However, we are able to provide robust protections and financial support for people in those circumstances, and I shall say more about that shortly.

The problems of debt create great anxiety, and that is another element that requires consideration. At times in the past I have been in debt, both personally and in my business life, and I know how anxious it can make people and their families. For some years I co-chaired the all-party parliamentary group on poverty, whose aim was to reduce the impacts of poverty and which considered matters such as the poverty premium, which is relevant to the issue of prepayment meters.

Ours is not the only country that has these meters; they are used around the world, with the purpose of managing debt. The one thing that people in circumstances such as this need to be able to do is budget properly. I think it was acknowledged by the hon. Member for Glasgow North (Patrick Grady) that prepayment meters have a role in helping people to budget, and can reduce the chances of their getting into debt or their debt increasing, making their position even worse.

[Catherine West]

I think the whole House would accept that advice on debt and debt management is crucial, but when a student household is spending £12 for 20 minutes of hot water, which, extrapolated over 12 months, is £4,300—and that is not even a dual fuel bill; it is a single bill—there is a problem, and it has nothing to do with debt management.

[Kevin Hollinrake]

That is definitely an issue. We need to ensure that people have access to fair deals, and I shall say more about that in a moment.

As was acknowledged by the shadow Minister, the hon. Member for Southampton, Test (Dr Whitehead), one of the difficulties involved in not using a prepayment meter is the fact that the only alternative would be court action, which could potentially increase the debt and affect someone’s credit rating, which is the least desirable outcome.

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[Kevin Hollinrake]

That is a very good point. We are happy to listen to evidence from right across the House on different things that might be done, but clearly the most important thing is to ensure that support is targeted at those most in need. If there are better ways to do that, then we should certainly be listening. I would be very happy to talk to my hon. Friend at any point about any suggestions he might have. I know these issues are very important to him, so I am very keen to continue that conversation.

[Catherine West]

Will the Minister give way?

[Kevin Hollinrake]

I am sorry, but I am already past my time. I will have to conclude.

As Members will know, the Government have stepped in through various different mechanisms, including the energy price guarantee, energy bills support scheme and the energy bill relief scheme for businesses, with about £75 billion of taxpayer support for those areas.

The hon. Member for Hornsey and Wood Green talked about inherited debt, which is a very interesting point. We have not had evidence of that. If she has evidence of that and could write to me, I would be very interested in taking that up for her.

Before I conclude, I want to touch on standing charges, which is a very important point. We want to ensure that the market is as competitive as possible, so that people can access fair deals and we do not get the poverty premium that I mentioned earlier. Under Ofgem rules, charges must reflect the cost of delivering the service. It can be the case that there is a higher cost to suppliers for operating supplies for those on prepayment meters. It is important that we continue to look at that to see whether there might be better ways to ensure those customers are treated more fairly.

To conclude, the Government are listening to consumers and industry. We are providing a substantive support package via the energy bills support scheme and the energy price guarantee. Ofgem, the regulator, has set robust regulatory protections for consumers on prepayment meters. We are committed to providing the support and protections necessary to ensure that consumers and industry will thrive in the decades to come. [Interruption.]

I will conclude by talking about the vouchers. There is a problem in terms of vouchers. About 60% of people have managed to gain support through vouchers. We have written to suppliers on this particular matter. We need to improve the communication between suppliers and customers to ensure that take-up is higher. We believe that the take-up will improve over future weeks, but we are definitely keeping that under review and are keen to ensure all that support reaches households where it is intended to do so.