A current employee in British Gas's debt recovery team has told Sky News that staff feel pressured to force the installation of prepayment energy meters on customers in debt.
The employee, speaking on condition of anonymity, said he had seen an increase in the number of indebted customers since the cost of living crisis began, and that debt recovery had become the "be all and end all".
"My role is predominantly trying to get the most out of that debt collection process. And you know, within the last 18 months, the main focus of that has been the force-fitting of prepayment meters into customers' homes," he said.
"A lot of pressure is put on that side of the business to collect more debt, to fit more meters. A lot of time is spent figuring out why, if we haven't been able to fit a meter, why and what we can do better.
"A lot of the time these customers that you speak to, they physically can't pay. They don't have any money. They can't afford their energy. It is not about them not wanting to pay, they can't pay."
British Gas has suspended its use of court warrants to force the installation of prepayment meters following a Times investigation that revealed debt collectors had forced entry into the homes of vulnerable customers.
Energy regulator Ofgem has placed British Gas under investigation and asked all other household suppliers to suspend the practice pending a review.
Forced installation of prepayment meters is intended as a last resort for use against indebted...
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