British Gas sorry its agents broke into customers' homes

LONDON (AP) — The U.K. energy regulator said Thursday it is investigating revelations that debt-collectors working for British Gas broke into customers' homes to install prepay gas meters that left vulnerable people at risk of having their heat cut off.

British Gas' parent company, Centrica PLC, said it had halted the “unacceptable” practice.

The Times of London reported that debt collectors obtained court warrants to enter the homes of people who had fallen behind with their energy bills. They installed meters that make customers pay upfront for their gas supply — if they don’t, they will be cut off. The practice allows firms to get around rules that limit the circumstances in which they can cut off supplies to customers who are in debt.

The newspaper said an undercover reporter working for debt collection agency Arvato Financial Solutions accompanied agents to enter homes and “force fit” the meters. The newspaper said the customers included a single father with three young children — whose door was forced open by a locksmith -- and a mother with a 4-week-old baby.

The Times said that in the first 11 months of 2022, energy firms applied for 345,000 warrants to force entry into U.K. homes.

Britain’s energy regulator, Ofgem, said it was investigating what it called “extremely serious allegations.”

Centrica chief executive Chris O’Shea said that “protecting vulnerable customers is an absolute priority and we have clear processes and policies to ensure we manage customer debt carefully and safely.”

“The allegations around our third-party contractor Arvato are unacceptable and we immediately suspended their warrant activity,” he said.

Arvato Financial Solutions said it “acts compliantly at all times in accordance with the regulatory requirements in the areas in which we...