Switching energy supplier when there is debt on a Pay As You Go meter

Can I switch energy supplier, even though there is debt on my Pay As You Go meter?

Yes you can, as long as the debt is no more than £500 - but you’ll still need to pay the balance. Please contact us to discuss payment options. It’s also possible for the debt to be transferred to your new supplier, so you pay them instead.

How do I go about switching supplier?

Simply contact your supplier of choice and tell them you wish to switch, whether it’s gas, electricity or both. You’ll also need to tell them whether you have a smart or conventional Pay As You Go meter. They’ll probably ask for this information anyway.

If the new supplier accepts the switch, they’ll contact us and we’ll start the switching process.

Would British Gas prevent me from switching if I have debt on my Pay As You Go meter?

Any energy supplier can block a customer who owes them money from switching to a new supplier, if there’s a debt that hasn’t been repaid for 28 days or more. This is known as a debt objection.

Even if we did object for any reason, there is a process called the Debt Assignment Protocol (DAP) for debts of between £20 and £500. It may sound worrying, but it just means agreeing to transfer the debt to your new supplier.

What is the Debt Assignment Protocol (DAP) and how does it work?

If we raised an objection to you switching because of a debt of between £20 and £500, your new supplier would ask us for information on what you owe. We’d share this with them and then they may agree to take on the debt. You’d still have to settle the balance, but you’d pay the new supplier instead of British Gas. If all parties are happy with this arrangement, then the switch can go ahead.

Sometimes the new supplier may not offer DAP or could decline to take on the debt. If this is the case, you wouldn’t be able to switch to that supplier until the debt has been paid.

What if I owe £20 or less on my Pay As You Go meter

Please contact us to clear this balance. It wouldn’t get in the way of you switching.

What if I owe more than £500 on my Pay As You Go meter?

Before you can switch you’ll need to call us on 0330 100 0303 to make a payment. You can pay off everything you owe, or just part of it. If you can’t pay it all in one go, we’ll help come up with a payment plan for you. Then as soon as your balance is £500 or less, you can look at switching to a new supplier through the Debt Assignment Protocol (DAP).

What if I’ve received a letter from British Gas that says there’s an objection to my switching supplier because of an outstanding debt?

If you’ve already agreed to use the Debt Assignment Protocol (DAP) to transfer your debt following an objection, you don’t need to do anything - the letter is just for information. We’ll work with the new supplier to progress the switch on that basis and keep you informed.

If nothing has been agreed yet, and you are eligible for DAP, please contact the chosen supplier and then we'll work with them to transfer your debt.

I have a prepayment smart meter with debt on it - can I still use the Debt Assignment Protocol (DAP)?

Yes, you can switch supplier through DAP - as long as any debt is more than £20, but no more than £500 per fuel and this is currently being repaid via a smart meter.

I’ve moved into a property with a prepayment meter that already has a debt on it. Can I switch supplier?

Yes, because the debt isn’t yours. You need to contact us first to get the debt removed from the meter. We’ll set you up with a new account and then you can switch supplier if you wish.

Can I switch using the Debt Assignment Protocol (DAP) if I have a credit meter?

Sorry, but the DAP process only applies to prepayment customers. If you have a credit meter (i.e. you pay bills) with debt, please contact us to arrange an affordable payment plan.