Prepayment meter policy

At Switch2, we want you to feel confident and in control of how you pay for your heating, cooling, and hot water. This statement explains how prepayment meters work, what your rights are, and the additional support that may be available to you.

A copy of this statement is available free of charge on request and is published on our website. If you pay through a prepayment meter, we will remind you at least once a year that this statement exists and where to find it – www.switch2.co.uk

This statement applies in full where Switch2 is the authorised Heat Network operator or supplier at your site, as defined under the Heat Networks Market Framework.

At some sites, Switch2 acts as a billing agent on behalf of the operator or supplier. Where this is the case, we will support the delivery of the obligations set out in this statement and we will make it clear to you on who holds the relevant authorisation at your site and how to contact them. Your rights under heat networks regulation remain the same regardless of this arrangement.

1. Choosing a Prepayment Meter

If you ask to pay through a prepayment meter, or if we offer you this option, we will give you all the information you need before any meter is installed or switched to prepayment mode. This will include:

• The advantages and disadvantages of a prepayment meter.
• How the meter works and how you can top it up or pay in advance.
• Who to contact if your meter stops working properly, or if the device you use to pay through it develops a fault.
• The credit facilities available to you, including Emergency Credit, Friendly-hours Credit, Additional Support Credit, and Prepayment Meter Credit.
• Our process for removing or resetting your meter, including the timescales and any conditions that apply.

2. When a Prepayment Meter May Not Be Suitable for You

We will not install a prepayment meter, or switch your existing meter to prepayment mode, if we believe it would not be safe or reasonably practicable for you to use one given your personal circumstances.

If you are already using a prepayment meter and we become aware or have reason to believe it is no longer safe or practical for you to continue using it, we will review your circumstances and complete an assessment. We will offer to:

• Reposition or replace your meter with a more suitable alternative, if that would make it safe and practical for you to continue using a prepayment meter.
• Make other arrangements to ensure you can continue to use a prepayment meter safely.
• Switch you to an alternative payment method, so you are no longer required to pay through a prepayment meter.

We will contact you at least once a year, in a way that suits your communication preferences, to check whether using a prepayment meter continues to be safe and practical for you.

3. Keeping Your Meter Up to Date

Whenever we make any necessary changes to your account, or if the amount you are repaying in instalments changes or comes to an end, we will take all reasonable steps to ensure your prepayment meter is reset promptly to reflect this.

This means you will always be paying the right amount, and your meter will accurately reflect your current charges.

4. Emergency Credit and Support Facilities

We understand that there may be times when you are unable to top up your meter. That is why we offer a range of credit facilities to help ensure you are never left without heating, cooling, or hot water.

Emergency Credit

If your credit runs out, Emergency Credit gives you access to a short-term supply of energy while you arrange a top-up. You will repay the Emergency Credit used the next time you top up your meter.

Friendly-hours Credit

Friendly-hours Credit ensures you are not cut off from your supply during evenings, weekends, or other periods when it may be harder for you to top up. This credit is repaid the next time you add credit to your meter.

In the rare circumstance that it is technically not possible for us to offer Emergency Credit or Friendly-hours Credit at your property, we will take all reasonable steps to provide you with alternative short-term support in a timely manner so that you are not left without heat.

Additional Support Credit

If we become aware that someone in your home is in a vulnerable situation and you are self-disconnecting (your meter has run out of credit) or self-rationing (using less energy than you need to manage costs), we will proactively offer you Additional Support Credit on each occasion this happens. We will agree a manageable repayment plan with you that is calculated in line with your financial circumstances and affordability.

In exceptional circumstances, where we genuinely believe that providing Additional Support Credit would not be in your best interests, we will instead offer you alternative appropriate support.

Prepayment Meter Credit

If we ever install a prepayment meter, or switch your existing meter to prepayment mode, without your explicit agreement to do so, we will ensure you receive Prepayment Meter Credit. This credit helps ensure you are not immediately left without supply as a result of that change, and we will agree a fair repayment plan with you.

If it is technically not possible to apply Prepayment Meter Credit in this situation, we will take all reasonable steps to make sure your heating, cooling, and hot water supply is not interrupted.

5. Identifying Self-Disconnection

We actively and continuously monitor for signs that you may have self-disconnected, meaning your meter has run out of credit and your supply has stopped. Where our meter technology allows, we will identify this automatically. Where it does not, we will make sure you have a clear and easy way to let us know.

If we identify that you are self-disconnecting, we will offer you appropriate support straight away. This will include taking into account whether anyone in your home is in a vulnerable situation.

6. Your Annual Account Statement

If you pay through a prepayment meter, we will send you at least one account statement every year. Your annual statement will include:

• A record of how much heating, cooling, or hot water you used in the previous 12 months.
• A projected cost for the next 12 months, based on your current usage.
• Your current tariff, unit rate, and standing charge.
• Details of any payments you have made during the period.
• Information about your rights, how to contact us, and how to raise a complaint.

We will always make sure you have the information you need to understand your account clearly.

Get in touch

If you have any questions about your prepayment meter, or if you need support, please do not hesitate to contact us:

• Email: myaccount@switch2.co.uk
• Online: www.my.switch2.co.uk
• Phone: 0333 321 2010