Is a prepayment meter for you?
Prepayment meters allow you to pay for your electricity in advance, ensuring that you have control over your energy consumption. Once your meter is installed, it needs to be topped up regularly to maintain a continuous supply of electricity. Each time you top up, you cover the cost of future electricity usage, any applicable standing charges, repayments toward any existing debt, and any emergency credit you’ve used. This system helps manage energy expenses effectively while avoiding unexpected bills. You will be able to top up your meter in a dedicated online account which will send money directly to your meter. You will also receive a top up card which will allow you to make a payment in a shop which will be sent directly to your meter without you needing to touch the meter at all.
Benefits of using a prepayment meter
1.
Budgeting
Using a prepayment makes it easier to budget for your electricity expenditure and keep track of what you are using.
2.
No debt
Prepayment meters help prevent your debt from increasing by allowing you to pay for electricity in advance.
3.
Build up credit
A prepayment meter allows you to build up credit in the summer months to reduce your expenditure over winter
Drawbacks of using a prepayment meter
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1. Top Ups
You will have to frequently top up your meter, by either calling Truenergy or visiting your online portal to make a payment in order to ensure a continuous supply of electricity.
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2. Winter Purchasing
You will need to purchase more electricity over the winter when your consumption is generally greater.
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3. Emergency Credit
If you use your emergency credit this will have to be paid back as well as the other ongoing charges.
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5. Remain until debt cleared
You will have to remain on a prepayment meter until your debt is paid off.
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6. Power Outages
Power outages or system failures may temporarily prevent you from topping up your meter remotely either online or via your customer portal, which could disrupt your energy supply. In the event that this happens you will need to travel to a specific shop to make a top up payment in store & then in some cases you will then need to enter a top up code directly into your meter for the credit to be added.
Prepayment Meter FAQ's
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What type of meter will be fitted?
We will exchange your current meters for brand new Smets2 smart meters. These have the functionality of operating both in prepayment mode and in credit mode & we can communicate with them remotely, allowing you to top up via an online portal or via a call to us. These can also take tops in a shop. These meters are compatible with the national smart network, so can communicate with any supplier if you ever choose to switch away from us. If you already have a smart meter installed, you may not need an exchange - we can update the mode of your current meters to prepayment. TruEnergy does not support traditional prepayment meters, to have prepay you must get a smart meter.
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How will my prepayment meter be fitted?
A meter engineer will fit your prepayment meter at a scheduled appointment, confirmed in writing. The engineer will show ID and inspect your current meter before replacing it, turning off electricity briefly to do so.
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What happens after the meter is fitted?
You’ll receive a final bill for your previous meter and the amount of debt to be repaid. A prepay card will be sent to you, along with a list of local top-up outlets. You will also be provided with login details to an online portal where you can top up the meter.
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How do I use my prepayment card?
Top up your card at a specific outlet in the list provided to you. Always check your receipt for 'Credit Accepted’. This should add the credit to your meter automatically, so by the time you get home the meter should be topped up. Please note after you top up, you may need to activate this credit on your smart meter, always check the meters for any prompts to push some buttons to restore your supplies.
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What support can I expect from TruEnergy with a prepayment meter?
We provide impartial advice, assist with faulty meters, send lists of top-up locations, provide direct support with any payment issues, reset meters in the event of changes of occupancy and load any payment assistance programs (for example the Warm Home Discount) as credit directly onto the meters.
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What should I do if I run out of credit and I cannot top up right now?
If you cannot top up your meter, emergency credit is available for genuine emergencies to ensure you still have supply. If depleted, your electricity will stop until sufficient funds are added. Any emergency credit used must be repaid in full with your next top-up.
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What is self-disconnection?
Self-disconnection occurs when your supply is cut off due to your credit running out, and you are unable to cover the energy costs, debt, and standing charges with another top up. Please notify TruEnergy if this happens as you may be eligible for financial assistance.
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What should I do if I lose my prepayment card?
Contact Truenergy immediately for a replacement. Please do not worry about credit though as this is topped up to the smart meter, it is not stored on the card. There may be a small admin fee to process a replacement card.
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What is required for regular meter checks?
Provide access to your meter for routine readings and ensure it is not tampered with or damaged.
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How can I manage my energy costs with a prepayment meter?
Provide income and expenditure details to agree on a fair repayment rate. Top up regularly and use energy-saving advice from Truenergy.
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Can Truenergy install a prepayment meter if I owe money?
Yes, Truenergy may install a prepayment meter if there’s outstanding debt. We will inform you before doing so, and you can discuss options with us if needed.
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What should I do if I plan to move out?
Inform Truenergy when moving out to ensure your account is updated, and any final charges are addressed.
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What are the conditions for removing a prepayment meter?
A prepayment meter can only be removed if your account is debt-free, and you must demonstrate a commitment to pay by an alternative method, such as direct debit. As you will have a smart meter installed, we will be able to update the payment mode of your meter meaning you will not need another engineer to visit your property.
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How do standing charges work during outages?
Even when your electricity is off, standing charges still accrue and must be paid back with your next top-up.
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What should I do if I'm facing financial hardship?
Contact Truenergy for assistance if you’re struggling to manage your energy costs. We can discuss options to help support you, including issuing some additional support credit if this is right for you.
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What if someone in my household has special needs or health conditions?
Inform Truenergy if anyone in your home has a long-term illness, disability, or is aged over 60, as special assistance may be available.
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How do I use emergency credit responsibly?
Emergency credit is available for genuine emergencies. If used, it must be repaid in addition to ongoing charges to maintain your electricity supply.
Telephone
01942946686
Speak to a member of our customer service team.
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info@truenergy.co.uk
Contact our support team via email.
TruEnergy
Gable House, 239 Regents Park Road, London N3 3LF
Address
For independent advice there are a number of Helpline Agencies.