British Gas sacks contractor over meter scandal
BRITISH GAS has pledged to stop working with a debt collection agency that forcefitted energy prepayment meters in elderly and vulnerable people’s houses after a public backlash.
The energy company said it would no longer work with outside contractors to fit the devices and would instead bring the job in-house.
Debt collectors from Arvato Financial Solutions, acting on British Gas’s behalf, were accused of entering homes and forced-fitting meters even when they knew people had “extreme vulnerabilities”.
The revelations, which emerged following an investigation by The Times, triggered outrage from MPS, consumer rights campaigners and ministers.
Prepayment meters can be forcefully installed as a last resort if a customer cannot agree repayment terms with their energy supplier. However, British Gas said an internal investigation uncovered at least 13 cases where Arvato employees conducted force-fittings without properly explaining how customer vulnerabilities had been considered.
In another 13 cases, there was not enough information recorded to demonstrate that installations had been done in line with rules and procedures, British Gas said. These cases are still under investigation.
British Gas insisted “no systemic issues” were uncovered but admitted there were “a number of cases where lessons need to be learned”.
British Gas confirmed it will now bring the process in-house to ensure greater oversight, effectively ending its relationship with Arvato.
The company had already suspended force-fittings and its work with Arvato while the matter was examined by independent consultants.
Chris O’shea, chief executive of British Gas parent company Centrica, said: “I hope the action we are taking to improve our approach shows our commitment to doing everything we can to support our vulnerable customers.” Arvato was asked to comment.