- Citizens Advice: “If you have a smart meter in prepayment mode you can ask your energy supplier to change it so you can pay by credit.”1
- “Your supplier will ask you to pass a credit check or pay a deposit if you’re switching from prepayment to credit.” “Your supplier usually won’t switch you to paying by credit if you’re in debt to them.”1
- Ofgem: “Installing a prepayment meter without your permission should always be a last resort.”2
- Last checked: 28 October 2026.
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How to switch to credit
Ask your supplier. A smart meter can be switched remotely; other meters may need replacing.1
Tenants: “If you pay your supplier directly for your energy you don’t need your landlord's permission to change how you pay for it.”1
Prepayment meters installed without your permission
Ofgem says a supplier can only do this if you are building up an energy debt and other ways of recovering it have not worked. It must make at least 10 attempts to contact you using different methods, and visit your home to check a prepayment meter is safe and suitable.2
“Your supplier must not install one if there are any vulnerable people in your household.” Ofgem lists these situations:2
1. Someone has a terminal illness or severe health condition.
2. Someone depends on a continuous energy supply because of a medical condition or powered medical equipment.
3. Everyone in your home is 75 or over and there’s no one else living there who can provide support.
4. A child aged under 2 lives in your home.
5. No one in your home is able to top up the meter because of a physical or mental health condition.
6. Temporary circumstances make a prepayment meter unsafe or unsuitable, for example pregnancy or bereavement.
“Your supplier must give you £30 credit once they have installed the meter or remotely switched your existing meter to prepayment mode.”2
If something went wrong
Complain to your supplier first. Ofgem: “Your energy supplier must try to fix any problems you reported within 8 weeks and resolve the complaint.” Then you can go to the Energy Ombudsman (0330 440 1624).3
Northern Ireland: the Utility Regulator says “if they do not resolve the issue, you can contact the Consumer Council NI for help with your complaint”.4