Energy UK

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First report 1 Oct 2013•Latest report 4 Jan 2024

Reports, concerns and published responses

Reports over time

Reports naming this recipient by issue year.

* 2026 is projected from reports observed to 7 Sep 2026.

Reports
2

Naming this recipient

Published responses
50%

Found for named reports

Concerns addressed
4

Across all linked responses

Stated actions
2

Described in responses

Concerns and recipient responses

Statements from Energy UK linked to the concerns in each report. Select any concern, action or position to view the source wording.

  1. Inner North London

    AI-generated summary

    Bernadette Grace FAULKNER · Prevention of Future Deaths report

    This summary was generated using AI from the published report. Please read the original report for the complete account.

    Report summary

    Bernadette Grace Faulkner fell from a stepladder while accessing an electricity pre-payment meter located 7–8 feet above the ground. She was discovered several hours later and died in hospital on 8 December 2022 from injuries sustained in the fall. The principal concern was that the meter’s height and location required ladder access and created risks, including poor visibility to people entering through the communal door; there also appeared to be no industry standard requiring meters to be readily accessible by all customers.

    Read the report on judiciary.uk

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Lack of an industry standard requiring electricity meters to be accessible by all potential customers

    Wider context from the report

    “(1) The electricity meter was installed at such a height that anyone wishing to access it would be unable to do so without the use of steps/a ladder. In addition, the placement of the meter (immediately behind an inwardly opening front door with no windows) added to the risk of using a stepladder because anyone coming through the door would be entirely unable to see anyone using a stepladder behind the door. Irrespective of the type of meter, it is reasonably foreseeable that electricity meters need to be accessed by people from time to time and not only those with the requisite training for working at height. (2) Siting prepayment meters, in particular, at such a height and location adds to the risk, because those choosing to use a pre-payment meter are required to access it each and every time they top-up the meter. (3) The electricity company which installed the meter in 2001 has “no records of what consideration they gave at the point of installation to the specific meter location.” Other meters in the property are at a similar height and it is not uncommon to find electricity meters at heights requiring steps to access them; there appears to be no industry standard requiring electricity meters to be easily accessible (albeit secure) by all potential customers, except perhaps in new build properties. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to site electricity meters where their access is visible and unobstructed by inward-opening doors

    Wider context from the report

    “(1) The electricity meter was installed at such a height that anyone wishing to access it would be unable to do so without the use of steps/a ladder. In addition, the placement of the meter (immediately behind an inwardly opening front door with no windows) added to the risk of using a stepladder because anyone coming through the door would be entirely unable to see anyone using a stepladder behind the door. Irrespective of the type of meter, it is reasonably foreseeable that electricity meters need to be accessed by people from time to time and not only those with the requisite training for working at height. (2) Siting prepayment meters, in particular, at such a height and location adds to the risk, because those choosing to use a pre-payment meter are required to access it each and every time they top-up the meter. (3) The electricity company which installed the meter in 2001 has “no records of what consideration they gave at the point of installation to the specific meter location.” Other meters in the property are at a similar height and it is not uncommon to find electricity meters at heights requiring steps to access them; there appears to be no industry standard requiring electricity meters to be easily accessible (albeit secure) by all potential customers, except perhaps in new build properties. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to site electricity meters at a height accessible without steps

    Wider context from the report

    “(1) The electricity meter was installed at such a height that anyone wishing to access it would be unable to do so without the use of steps/a ladder. In addition, the placement of the meter (immediately behind an inwardly opening front door with no windows) added to the risk of using a stepladder because anyone coming through the door would be entirely unable to see anyone using a stepladder behind the door. Irrespective of the type of meter, it is reasonably foreseeable that electricity meters need to be accessed by people from time to time and not only those with the requisite training for working at height. (2) Siting prepayment meters, in particular, at such a height and location adds to the risk, because those choosing to use a pre-payment meter are required to access it each and every time they top-up the meter. (3) The electricity company which installed the meter in 2001 has “no records of what consideration they gave at the point of installation to the specific meter location.” Other meters in the property are at a similar height and it is not uncommon to find electricity meters at heights requiring steps to access them; there appears to be no industry standard requiring electricity meters to be easily accessible (albeit secure) by all potential customers, except perhaps in new build properties. ”
    Open source report

  2. Leicester City and South Leicestershire

    AI-generated summary

    Michael Joseph Hirrell · Prevention of Future Deaths report

    This summary was generated using AI from the published report. Please read the original report for the complete account.

    Report summary

    Michael Joseph Hirrell died from carbon monoxide poisoning between 18 and 25 January 2013 after using a borrowed generator at his home following disconnection of the electricity supply. The principal concerns were that his vulnerability was not recognised or protected during the disconnection, staff did not feel empowered to halt it, and wider consumer-protection arrangements may not prevent similar deaths.

    Read the report on judiciary.uk

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure of customer services to provide assistance to consumers in difficulty

    Wider context from the report

    “2. Although all 3 personnel present on the morning (Warrant Officer, locksmith and meter engineer) had concerns regarding Mr Hirrell, no one felt empowered to halt the disconnection and, despite efforts by the Warrant Officer, customer services at npower were unable to assist with his predicament. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to recognise vulnerable consumers

    Wider context from the report

    “1. Mr Hirrell’s presence was recognised by npower representatives before the power supply was disconnected, and he was noted to look unwell, be in receipt of welfare benefits, have no credit on his mobile telephone and to have no gas supply (and therefore no source of heat or light to his home). Notwithstanding this, he was not recognised to be a “vulnerable person”. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to provide required customer protection to vulnerable consumers

    Wider context from the report

    “3. Mr Hirrell was not afforded customer protection under the license agreement, or under the Energy UK Safety Net as a vulnerable person, which he clearly and unequivocally was. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Lack of permanent, industry-wide consumer protection

    Wider context from the report

    “5. Steps taken by npower since Mr Hirrell’s death was brought to their attention are (while welcome) not permanent, nor industry wide, and therefore future deaths may occur if matters are not resolved to introduce a more robust form of consumer protection. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to empower personnel to halt disconnection

    Wider context from the report

    “2. Although all 3 personnel present on the morning (Warrant Officer, locksmith and meter engineer) had concerns regarding Mr Hirrell, no one felt empowered to halt the disconnection and, despite efforts by the Warrant Officer, customer services at npower were unable to assist with his predicament. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to Energy UK; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to report consumer-protection failings and relevant deaths to oversight bodies

    Wider context from the report

    “4. Ofgem were unaware of this death until advised of the circumstances by this office; no contact has been made directly with Energy UK but npower were unable to offer any reassurances at inquest hearing that the circumstances of this tragic death were reported back either in routine audit feedback, or as a special case, given the failings of the system for consumer protection. ”
    Open source report

    Source evidence

    How this respondent action was interpreted

    PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

    PFD Monitor interpretation

    Amend and publish the Safety Net to protect vulnerable domestic consumers using non-domestic supplies from uncontrolled disconnection.

    Verbatim wording from the response

    “Working with suppliers, Energy UK has undertaken a review of the relevant Safety Net section regarding domestic consumers with a non-domestic supply. The matter was discussed in detail at a meeting of Energy UK members on the 11th December 2013. It was agreed that the Safety Net should be amended to clarify that where the supplier determines that a member of a domestic household, which takes its energy through a non-domestic supply, is, for reasons of age, health, disability or severe financial insecurity, unable to safeguard their personal welfare or the personal welfare of other members of the domestic household, the non-domestic supply will not knowingly be disconnected for reasons outside the domestic household’s control.”

    Source location

    2013-0247-Response
    Page 1 · response
    Published 30 December 2013

    Open published response

    Source evidence

    How this respondent action was interpreted

    PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

    PFD Monitor interpretation

    Keep the Safety Net’s operation, including its new protections, under constant review through independent audits of suppliers’ systems and processes.

    Verbatim wording from the response

    “As you are aware, suppliers are responsible for putting the principles of the Safety Net into practice and may do this in different ways, depending on how their businesses are structured. All signatories, however, aim to have implemented the required systems and processes to deliver the new protections for domestic consumers with a non-domestic supply as soon as practicable and will have done so by the end of 2014. Energy UK is also committed to keeping the operation of the Safety Net, including the new provisions, under constant review. This includes audits of suppliers’ systems and processes by an independent auditor.”

    Source location

    2013-0247-Response
    Page 2 · response
    Published 30 December 2013

    Open published response

    Source evidence

    How this respondent position was interpreted

    PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

    PFD Monitor interpretation

    Suppliers, rather than Energy UK, are responsible for implementing the Safety Net’s protections through their own systems and processes.

    Verbatim wording from the response

    “As you are aware, suppliers are responsible for putting the principles of the Safety Net into practice and may do this in different ways, depending on how their businesses are structured. All signatories, however, aim to have implemented the required systems and processes to deliver the new protections for domestic consumers with a non-domestic supply as soon as practicable and will have done so by the end of 2014. Energy UK is also committed to keeping the operation of the Safety Net, including the new provisions, under constant review. This includes audits of suppliers’ systems and processes by an independent auditor.”

    Source location

    2013-0247-Response
    Page 2 · response
    Published 30 December 2013

    Open published response
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Information checked against published PFD reports and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Data last updated 7 September 2026