Following criticism of a contractor's actions, British Gas said that it will perform any future forced installation of prepayment metres directly. Media reports revealed that British Gas agents had trespassed into the homes of vulnerable persons.
A review found there had been "no systemic issues" with prepayment meters (PPMs) fitted under warrant. However, it added that in a small number of cases, "things have gone wrong".
British Gas said it was "permanently" ending all activity with the contractor and would bring the work in-house.
As part of its decision to stop offering in-person debt collection services, Arvato stated that its contract with the company had been terminated "by mutual agreement." The ban on force-fitting meters under warrant has now been lifted, but under guidance from energy regulator Ofgem, customers must be given more chance to clear debts and forced meter fittings are banned in homes with residents all aged over 85.
All energy suppliers in England, Scotland and Wales have signed up to Ofgem's code of conduct, under which they have to make at least 10 attempts to contact a customer and conduct a "site welfare visit" before a prepayment meter is installed.