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The £10m Settlement and Regulatory BreachesOvo Energy has agreed to pay more than £10m to the energy regulator Ofgem after investigations revealed a systemic failure to monitor vulnerable customers using prepayment meters (PPMs). The watchdog found that the lack of oversight could have exposed these customers to a "clear risk of harm," particularly those registered on the priority services list.£7m payment to Ofgem’s voluntary redress fund.£3.4m package of credit and debt relief for vulnerable customers.£1.1m payment to Scottish Highlands and islands customers for lack of engineer support.Financial Penalties and Operational CostsThe settlement highlights a significant financial burden on Ovo, compounded by a previous £2.7m fine in January for failing to pass on government winter energy bill support. The regulator identified that some customers in the Scottish Highlands faced a lack of appropriate engineer support for over two years (from 1 January 2022 to 1 April 2024), further exacerbating the company's compliance issues.Regulatory Scrutiny on Vulnerable Customer ProtectionOfgem’s investigation, which covered the period from 2018 to 2024, focused on Ovo’s treatment of existing PPM customers rather than installation practices. Director of Market Oversight Cathryn Scott emphasized that while PPMs are a positive choice for many, strong monitoring is essential to protect vulnerable consumers. Ovo has since implemented new policies and training to address these gaps, though the regulator noted that historic processes fell short of expected standards.Future Outlook: Acquisition and ComplianceThis regulatory setback comes at a critical juncture for Ovo, as the German energy group E.ON has agreed to acquire the company. The deal aims to create Britain's biggest gas and electricity supplier by household count. However, the repeated fines suggest that Ovo faces a challenging path toward regulatory compliance and customer trust restoration under new ownership.

The Force-Fitted Meter Scandal UnfoldsThousands of British Gas customers who had prepayment meters (PPMs) force-fitted in their homes will receive up to £112m in compensation and debt write-offs on their energy bills. This substantial settlement comes after Great Britain's energy regulator, Ofgem, found that British Gas illegally installed these meters in homes struggling to pay bills during the height of the Russian gas crisis, marking one of the most complex Ofgem investigations in its history.Regulatory Action and Financial PenaltiesOver three years after the scandal emerged, British Gas faces significant consequences. The supplier must pay a £20m penalty into Ofgem's voluntary redress fund to compensate customers who suffered unfair treatment and write off debt worth up to £70m. Additionally, British Gas will continue to provide the remainder of a £22.4m voluntary support package launched in the wake of the scandal, specifically aimed at supporting customers on prepayment meters.Industry-Wide Problem and Previous InvestigationsThe investigation into British Gas concluded about one year after a separate investigation found that most of Great Britain's major energy suppliers—including ScottishPower, EDF, E.ON, Octopus Energy, Utility Warehouse, Good Energy, TruEnergy, and Ecotricity—had also forced prepay meters into customers' homes during the 2022 energy cost crisis. These suppliers collectively agreed last May to pay 40,000 households more than £18.6m in compensation and debt write-offs.Regulatory Response and Consumer ProtectionsOfgem temporarily banned the practice of forcing prepayment meters on households that missed repeated payments after The Times reported in early 2023 that debt agents working for British Gas had ignored signs of vulnerability to fit the meters. The regulator later allowed suppliers to restart forced meter installations less than a year after its moratorium, although forced fittings in homes with young children or residents over 75 remain banned.Industry Response and Future OutlookTim Jarvis, Ofgem's chief executive, emphasized that "the installation of prepayment meters under warrant should only be a last resort, with rigorous checks to ensure debt is recovered lawfully, proportionately and safely." This investigation forms part of Ofgem's wider work to raise standards across the energy market and strengthen consumer protections.Chris O'Shea, chief executive of Centrica (which owns British Gas), acknowledged: "What happened should never have happened, and I am sorry to the prepayment customers who were affected." He added that the company has "made changes to our practices and put safeguards in place to ensure we deliver the standards our customers have every right to expect."