Frequently asked questions

What is the fraud that is taking place?

Criminals gangs are illegally offering electricity top-up on the doorstep, to people with electricity prepayment meters. This is a scam which will end up with the customer paying twice for their electricity.

What do I do if I think I may have been affected?

Contact your electricity supplier if you think you have been affected. You can also call Consumer Direct on 08454 04 05 06. If you have any information on anyone who is selling illegal top-ups you can contact Crimestoppers anonymously on 0800 111 555.

What types of meters are involved?

Only electricity prepayment meters. Customers with a prepayment meter use  a special key to top-up with credit. They then insert the key in the meter and that is how they pay for the electricity they use.  About 3.5 million people in Britain use electricity pre-payment meters. Gas meters are not affected.

What are prepayment meters?

Prepayment meters allow customers to put in a key or card, which you 'charge up' with cash to pay for your energy. Paying for your gas and electricity up front this way helps customers to budget and is a popular way for many customers to pay for their energy. Find out more about prepayment meters.

How should I buy top-up for my electricity meter?

Only buy electricity top-up from official outlets such as shops and garages offering   PayPoint or Payzone , or at Post Offices. Never buy electricity top-up on the doorstep. Electricity companies never sell top-up door-to-door, only through official outlets.

Which energy companies and which parts of the country are affected by the crime?

All the leading energy suppliers are affected and the crime is widespread across Britain, with hotspots in the London area, big cities, the Midlands and the South East.

What are energy companies doing to stop the fraud?

Energy companies have began an intensive programme of work to track down the criminals and stamp out the problem. This involves liaising with police to stop the criminals, and launching a massive communications programme to contact customers who may  be affected.

What happens to customers affected?

Customers always have to pay their electricity supplier for the electricity they use. Customers who have bought energy sold by criminals will end up paying twice as the crime can be detected.  Only the criminal benefits from this fraud.

Who is behind the fraud?

Organised criminal gangs are behind this scam. Energy companies have recently become aware of intimidation of customers taking place on the doorstep. In some instances there have been reports that criminals have been imitating energy company employees. In other cases,  the public have been approached by people asking them to purchase in public places such as shopping centres. It's becoming clear that the risk may not be just at home.