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Rules curtailing the use of forcibly installed energy prepayment meters have been slammed by charities and campaigners who want a total ban.
Customers must now be given more chances to clear debts and forced meter fittings will be halted in homes with residents all aged over 85, watchdog Ofgem has said.
But the proposals are voluntary and there is no guaranteed protection for many of the most vulnerable consumers, say critics.
These include customers in the “medium risk” category such as pensioners aged 75 to 84, parents of children under five, pregnant women and people with Alzheimer’s disease and other conditions.
Although gas and electricity suppliers must carry out risk assessments, they can still force these groups to have an expensive prepayment meter fitted.
Shadow Climate Minister Ed Miliband said: “The bare minimum is the so-called medium risk category should be protected from forced installation.
“Discretion for the energy companies is not the answer. This is not simply a matter for Ofgem. Government needs to toughen the rules.”
Energy Secretary Grant Shapps indicated the Government would take action.
He said: “Yes, we’ll be on this. This code of practice is a step in the right direction, with better protections for vulnerable households, increased scrutiny of supplier practices and redress measures that I have called for. I now want to see these words put into action. Ofgem must make sure these commitments match what is happening on the ground.”
Simon Francis, coordinator of the End Fuel Poverty Coalition, said the rules do not go far enough, adding: “There will be many who aren’t covered by protection.”
And both Citizens Advice and the disability equality charity Scope called for an outright ban on pre-payment meters. Forced installations were temporarily banned in February after it emerged debt agents working for British Gas were ignoring vulnerable customers.
Ofgem chief executive Jonathan Brearley warned firms’ reputations were on the line if they failed to follow the new rules, adding: “There will be much tighter monitoring.”
