British Gas reverses prepayment minimum top up level

British Gas reverses prepayment minimum top up level
  • British Gas has listened to a range of views on the £5 minimum vend level and has changed the threshold back to £1.
  • British Gas does more for vulnerable customers than any other supplier and spent £158m helping nearly 600,000 households in 2019.

British Gas has announced that it is reversing its decision to increase the minimum top up for prepayment customers. British Gas will work with Payzone and Post Office to ensure the minimum top up amount will move back to £1 for customers using any Payzone outlets or Post Offices to add credit to their prepayment meters.

In January, British Gas moved the minimum top up amount to £5 in response to increasing transaction costs. Several suppliers such as Bulb and Ovo have a £5 minimum top up and British Gas found that only a small number of their prepayment customer base was regularly topping up below £5.

However, the company wants to ensure it continues to put customer needs at the heart of this decision so is continuing to review the needs of its prepayment users.

British Gas has a number of services available for any customers who struggle financially. It has specialist call centre agents to help anyone struggling to advise them on how to access the help they need. It also set up the British Gas Energy Trust as an independent charity that offers advice, assistance and grants to people who are struggling to pay their bills.

Notes

About British Gas
British Gas is Britain’s leading supplier of energy, delivering energy and services to around 9 million homes in Britain and 400,000 businesses. We offer the highest quality services to both UK homes and businesses, provided by 8,000 highly-trained engineers. We also provide a range of innovative products and services including smart meters, connected home products by Hive™, and the on-demand, online tradesman service, Local Heroes.

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