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BBC News | British Gas pays £20m over prepayment meter force-fitting scandal

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British Gas has agreed to pay £20 million into a redress fund and compensate customers after an Ofgem investigation revealed that debt agents, working for the company, broke into vulnerable households to force‑fit prepayment energy meters between 2022 and 2023 – an industry‑wide scandal that affected around 40,000 customers. The regulator found British Gas had breached licence conditions and failed to meet required standards, despite being warned in 2018 and again in 2021, and subsequently banned the practice in high‑risk homes. The settlement, which could total up to £112 million including debt write‑offs and additional compensation, also creates a Vulnerable Customers Debt Advisory Panel and obliges the company to improve its debt‑recovery processes and safeguards for vulnerable consumers.

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British Gas pays £20m to settle probe into force-fitting of prepayment meters

The regulator say the energy supplier breached licence conditions aimed at protecting customers in vulnerable situations.