British Gas: prepayment meter installations
- Publication type:
- Enforcement case
- Publication date:
- Last updated:
- Status:
- Closed
- Topic:
- Gas supply,
- Compliance and enforcement
- Subtopic:
- Enforcement
Investigation into British Gas’ compliance with rules relating to prepayment meters and treatment of vulnerable customers.
Case outcome
British Gas has agreed settlement in our investigation of unfair treatment of PPM customers.
Read the full case outcome
Enforcement description
On 2 February 2023, Ofgem opened an investigation into whether British Gas was in compliance with Standard Licence Conditions (“SLCs”) 0, 13.1 (a) and (d), 27, 28 and 28B.1 of the Gas and Electricity Supply Licences. These SLCs relate to the Standards of Conduct, arrangements for access to customer premises, supply disconnections, pre-payment meters (PPMs) and the installation of PPMs under Relevant Warrant.
On 18 May 2023, the Authority widened the scope of the investigation to include Standard Licence Conditions 23 (Notification of Domestic Supply Contract Terms), 26 (Priority Services Register), 27A (self-disconnection) and 32 (Reporting on Performance).
Read about how we carried out this investigation in our Terms of Reference.
All updates
15 May 2026 investigation closed, updated details on settlement and added decision document.