December 22nd, 2023

Support for prepayment customers

Prepayment meters are an excellent option for customers who like to be in control of their usage. However, they are disproportionately more common in lower income and vulnerable households. Energy suppliers can force customers on to prepayment meters if the consumer has an outstanding debt and hasn't been able to reach a resolution with the consumer.

Discretionary credit

If you cannot afford to top up, you can ask your supplier for a loan of credit. This is known as discretionary credit and should be used as a stop gap until you can secure a long-term solution.

Most suppliers have a limit of £100 per fuel, per year. This varies by supplier, but we've listed the most common limits:

British Gas: Unknown
Octopus Energy: £100 per fuel per year limit
E.ON Next: Unknown
OVO: Unknown
EDF: Unknown
Scottish Power: Unknown
Utilita: £60 for gas, £40 for electricity (available again once repaid)

Discretionary credit is usually repaid back via your future top ups. For traditional electricity and all smart prepay meters, this is most commonly at a weekly rate between £1 and £10 per week, per meter.

For traditional prepay gas meters, you will repay debt at a percentage of your future top ups. This can be set between 10% and 90%, based on your supplier's policy.

Energy suppliers have a duty of care to keep you on supply. However, they also have a duty to keep your debt balance manageable. If your energy supplier has advised you've reached your discretionary credit limit, there are a few things you can try.

External support

Reach

British Gas: Unknown
Octopus Energy: £100 per fuel per year limit
E.ON Next: Unknown
OVO: Unknown
EDF: Unknown
Scottish Power: Unknown
Utilita: £60 for gas, £40 for electricity (available again once repaid)

Discretionary credit is usually repaid back via your future top ups. For traditional electricity and all smart prepay meters, this is most commonly at a weekly rate between £1 and £10 per week, per meter.

For traditional prepay gas meters, you will repay debt at a percentage of your future top ups. This can be set between 10% and 90%, based on your supplier's policy.

Energy suppliers have a duty of care to keep you on supply. However, they also have a duty to keep your debt balance manageable. If your energy supplier has advised you've reached your discretionary credit limit, there are a few things you can try.