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Debt collectors from British Gas break into homes to force-fit prepayment meters
‘It is unacceptable for any supplier to impose forced installations on vulnerable customers struggling to pay their bills’
British Gas routinely sends debt collectors into the homes of vulnerable people to fit pay-as-you-go meters, an investigation has revealed.
An undercover reporter for The Times joined Avaro Financial Solutions, a debt-collecting company used by the energy firm, where he accompanied agents in below-freezing conditions as they broke into homes with the help of a locksmith.
Among the British Gas customers this practice happened to was a single father of three young children and a mother with a four-week-old baby, amidst the rising costs of energy bills and a cost-of-living crisis.
According to job notes The Times reporter had seen were other vulnerable customers, including a woman in her fifties described as having ‘severe mental health bipolar’, a woman who ‘suffers with mobility problems and is partially sighted’ and a mother whose ‘daughter is disabled and had a hoist, and electric wheelchair’.
After British Gas’ owners Centrica were approached for comment on their practices, the firm announced it had suspended all ‘warrant activity’.
Centrica chief executive officer Chris O’Shea said: “Protecting vulnerable customers is an absolute priority and we have clear processes and policies to ensure we manage customer debt carefully and safely.
“The allegations around our third-party contractor Arvato are unacceptable and we immediately suspended their warrant activity. Having recently reviewed our internal processes to support our prepayment customers as well as creating a new £10 million fund to support those prepayment customers who need help the most, I am extremely disappointed that this has occurred.
“As a result, on Wednesday morning, we took a further decision to suspend all our prepayment warrant activity at least until the end of the winter. More broadly, there are clearly significant challenges around affordability and unfortunately, we don’t see that changing anytime soon.
“We need to strike a balance between managing spiralling bad debt and being aware that there are those who refuse to pay and those who cannot pay. We think Government, industry and the regulator need to come together to agree a long-term plan to address this and ultimately create an energy market that is sustainable.”
Grant Shapps, the business and energy secretary, ordered an urgent meeting with British Gas, adding: “I am horrified by the findings of this investigation and would like to thank The Times for shining a light on these abhorrent practices.”
Energy regulator Ofgem has announced it will launch an investigation. A spokesperson said: “These are extremely serious allegations from The Times which we will investigate urgently with British Gas and we won’t hesitate to take firm enforcement action.
“It is unacceptable for any supplier to impose forced installations on vulnerable customers struggling to pay their bills before all other options have been exhausted and without carrying out thorough checks to ensure it is safe and practicable to do so. We recently announced a major market-wide review investigating the rapid growth in prepayment meter installations and potential breaches of licences driving it.
“We are clear that suppliers must work hard to look after their customers at this time, especially those who are vulnerable, and the energy crisis must not be an excuse for unacceptable behaviour towards any customer – particularly those in vulnerable circumstances.”
Energy companies can apply to magistrates’ courts for warrants to force entry into customers’ homes and fit a prepayment meter if they have fallen behind on bills.
This means that customers can only use their supply to heat their homes and cook if they top-up their meter card at a shop or do so via a top-up app. British Gas then takes £6.50 per week from top-ups as repayments — and hundreds of pounds extra is added to the customer’s bill to cover the debt collectors’ costs.
Arvato Financial Solutions told The Times it acted ‘compliantly at all times in accordance with the regulatory requirements’.
News
Stagecoach hiring over 100 new bus drivers for Bee Network with £31k salaries
Fancy a career change?
Stagecoach Manchester is hiring over 100 new bus drivers to work from its Oldham depot, following the second phase of the Bee Network launch in March.
You can apply for a range of roles, from positions with no experience required to fully qualified bus drivers.
Successful applicants will receive full training as part of the job, and trainees will get paid to train. Then after only 12 months’ service at Stagecoach, drivers can expect to earn up to £16 per hour, which equates to £31.6K per year, before overtime.
As well as that, drivers that already hold a PCV licence may be eligible to receive a £1,200 joining bonus.
Stagecoach
There’s also a host of other benefits available to all Stagecoach employees, like 28 days paid holiday, generous pension and free Stagecoach bus travel for successful applicants and a companion.
Rob Jones, Managing Director at Stagecoach Manchester said: “Expanding our offering in Oldham means we’ll be investing more in the economy and supporting our local community, as well as strengthening our workforce.
“Whether you’re looking for a career change or you’re a fully qualified, experienced bus driver, there’s a role for everyone here in Oldham.
“We’re looking for personable and dedicated drivers who are ready to help us build on the success of the Bee Network and connect the people of Oldham and Greater Manchester with the places and people that are important to them.”
Stagecoach
Phil Cornwall, bus driver at Stagecoach Manchester, said: “I’ve been a driver at Stagecoach for 25 years and I couldn’t recommend it more.
“From the perks to the people to the passengers, it really is a great place to work.”
To apply, head to the Stagecoach website HERE.
Two men have now been charged with murder, following the discovery of a human torso in Kersal Dale.
As well as that, more suspected human remains were also discovered this morning, Monday April 29th, in an alleyway close to the railway lines off Worsley Road, Eccles.
This follows earlier discoveries of human remains over the past three weeks, at Kersal Dale, Blackleach Reservoir and Colliery Wood, all in Salford.
Greater Manchester Police
Michal Jaroslaw Polchowski (25/04/1956) and Marcin Majerkiewicz (10/04/1982) both of Worsley Road, Eccles, have been charged with murder.
They are set to appear at Tameside Magistrates Court this afternoon.
While formal identification is still ongoing, the remains found at Kersal Dale are believed to be of a local man in his 60s. The remains found at the other three locations are still to be tested, but police are confident they belong to the same victim.
ACC Sarah Jackson said: “We have had large numbers of officers, staff and specialists working diligently on this investigation over the last three weeks. It has been very much a large, collective effort, with the victim and family at the heart of it from the outset.
“We have specially trained officers deployed to support the family as they come to terms with this tragic news. They are aware of this morning’s further discovery and will continue to be kept up to date with how we are progressing.
“Despite the charges brought today, our work is far from over.
“The scenes we already have established in Bury and Salford will remain in place for much of this week whilst our searches and enquiries continue. Local officers will continue to patrol the impacted areas to provide reassurance.
“We will continue following every line of enquiry to recover and reunite the victim with his family, bringing a dignified end to this terrible scenario.
“I’d like to thank the communities of Salford and beyond for their cooperation throughout this investigation. I know this incident has come as a shock, and the support we’ve had from those in the area is very much appreciated.”
News
More human remains discovered in Greater Manchester as police identify victim
All the latest updates
Detectives investigating the discovery of a torso in Kersal Dale have found more human remains around Greater Manchester.
GMP released a statement on the weekend, revealing they had opened four scenes for extensive searches – one of them at a warehouse in Bury, and three in Salford.
Searches took place at Blackleach reservoir, where human remains were found, and a dog walker found a package containing human remains at Colliery Wood.
Officers believe they have now identified the man, who they believe to be a man in his 60s that lived in Salford, and his family have been informed.
Two suspects have already been arrested in connection with the murder probe, with officers saying they are thought to have lived with the victim.
Greater Manchester Police / Facebook
Detective Superintendent Lewis Hughes, Senior Investigating Officer for this investigation, said in a statement at Blackleach reservoir yesterday, Sunday April 28th: “We have continued to make significant progress in our investigation into human remains being found in Kersal earlier this month.
“From day one, our priority has been to identify the man and his family so that we can give them the support and the answers that they need.
“Thanks to meticulous forensic work, we are now confident we have identified the man. Formal identification hasn’t yet taken place, but we believe he is a man in his 60s and lived in Salford.
“Specially-trained family liaison officers have met with his family this afternoon to give them the devastating news, and we will do all that we can to support them at this awful time.
“We believe he is known to the two suspects we have in custody. They have remained in custody for questioning over the weekend, as we work to establish how the victim met this tragic outcome.”
He continued: “We have painstakingly worked to follow up every line of inquiry in this investigation. Over the last couple of days, we have acted on information and had four scenes in place for extensive searches – one of them is at a warehouse in Bury, and three of them are in Salford, including here at Blackleach reservoir.
“Today, we have found some human remains at the reservoir here, and last night a dog walker found a package containing human remains at Colliery Wood. Forensic tests will continue to establish whose remains these are, but we are very confident that this is also the victim in our investigation.
“We have also been searching a house in Winton where we believe the victim and the two suspects lived. We have found evidence that the victim is likely to have died there – most likely in late March.
“While this is significant progress, we know there is still some way to go to complete this investigation. I also recognise details of this case will have been distressing for the people of Salford and beyond – including the officers that are diligently working on this investigation, and most importantly the man’s heartbroken family.
“Local officers will continue to patrol the affected areas, and we will provide updates when we have more information.”
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