PFD report

Bernadette Grace FAULKNER · Prevention of Future Deaths report

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Issued 4 Jan 2024•Inner North London

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
3

Raised in this report

Recipients
2

Named on the report

Responses found
2

Of 2 recipients

Stated actions
7

Described in responses

Recipients and published responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Concerns raised3

  1. Lack of an industry standard requiring electricity meters to be accessible by all potential customers
  2. Failure to site electricity meters where their access is visible and unobstructed by inward-opening doors
  3. Failure to site electricity meters at a height accessible without steps
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.1

  1. Action

    Continue working with Government and Ofgem to deliver the smart-meter programme and maintain policy progress replacing legacy meters, particularly traditional prepayment meters.

    Stated by Energy UK, the trading name of the Association of Electricity Producers LimitedStated in progressThe respondent said that this action was in progress when they made their response on 11 January 2024.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.5

  1. Position

    Ofgem is responsible for regulating energy suppliers and taking necessary safety action arising from this case.

    Stated by Department for Energy Security and Net ZeroRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do 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. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

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Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do 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. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do 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. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

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

Continue working with Government and Ofgem to deliver the smart-meter programme and maintain policy progress replacing legacy meters, particularly traditional prepayment meters.

Verbatim wording from the response

“• Action 3: Accelerate the transition from legacy meters to smart meters. Smart meters offer significant scope to reduce many of the safety risks associated with inaccessible meter placement. They can greatly reduce the physical interaction a customer has with their meter. We will continue to work with Government and Ofgem to ensure that the smart meter programme is delivered, and that we have the right policy framework to ensure continued progress on replacing legacy meters, particularly traditional PPM meters. This could involve working with Smart Energy GB, Ofgem, Government and others to consider ways to ensure social housing and privately rented properties are not left behind in the transition to smart.”

Source location

Response from Energy Industry
Page 2 · response
Published 11 January 2024

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

Ofgem is responsible for regulating energy suppliers and taking necessary safety action arising from this case.

Verbatim wording from the response

“The independent regulator, The Office of Gas and Electricity Markets (Ofgem), is responsible for the regulation of energy suppliers and protecting the interests of consumers.”

Source location

Response from Department of Health and Social Care
Page 1 · response
Published 11 January 2024

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 cannot install smart meters to address high legacy meter placements when customers refuse the offer.

Verbatim wording from the response

“Ultimately however, the route to customers having smart meters installed, and thereby addressing historic incidents of legacy prepayment meters at height, requires customers to accept the offer. Customers may be vulnerable and with existing meter arrangements may be made safer by the installation of a smart meter, yet still decide not to accept a smart meter. It would not be in the gift of the supplier to install a smart meter, even if the existing arrangement is at height, if the household does not choose to accept the offer. To illustrate the challenges facing suppliers in the rollout many customers have been contacted in excess of 20 times to arrange an installation and have still been unsuccessful.”

Source location

Response from Energy Industry
Page 7 · response
Published 11 January 2024

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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

Distribution network operators are responsible for moving customers’ energy-grid connections within properties, not energy suppliers.

Verbatim wording from the response

“An energy supplier cannot, however, move a customer’s connection to the energy grid within the property. The connection to the energy grid is the responsibility of the distribution network operator. There may be some flexibility in the vicinity of the existing meter location so that the supplier can move a meter, without materially changing the connection to the energy grid. Some suppliers have estimated this to be around 1m² with the meter remaining on the same wall. This is likely to be within close proximity to the meter board on which the meters are already located.”

Source location

Response from Energy Industry
Page 5 · response
Published 11 January 2024

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

The existing Ofgem regulatory framework should ensure suppliers do not install new legacy prepayment meters at height.

Verbatim wording from the response

“As directed by the Coroner, our focus in this response is on identifying and taking action to reduce the risk associated with historic meter placements and help to prevent similar deaths in the future. We are confident that the existing extensive regulatory framework, overseen by Ofgem, should ensure today no supplier is installing new legacy prepayment meters at height. This is something we have been reassured of by our members.”

Source location

Response from Energy Industry
Page 1 · response
Published 11 January 2024

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’ ability to ensure safe meter locations is significantly constrained by limited information about customers’ circumstances and needs.

Verbatim wording from the response

“However, it is important to note that ensuring that the meter location is safe will continue to be significantly dependent on energy suppliers having access to better, more in-depth information about their customers’ circumstances and needs. For a significant proportion of customers with traditional PPM meters, energy suppliers have little to no information on their circumstances provided by the customer.”

Source location

Response from Energy Industry
Page 8 · response
Published 11 January 2024

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.6

  1. 1

    Continue working with energy suppliers to expand smart-meter rollout and improve prepayment customers’ ability to top up without accessing meters.

    Stated by Department for Energy Security and Net ZeroStated in progressThe respondent said that this action was in progress when they made their response on 11 January 2024.
  2. 2

    Continue engaging with Ofgem and industry to ensure relevant parties support and protect energy consumers.

    Stated by Department for Energy Security and Net ZeroStated in progressThe respondent said that this action was in progress when they made their response on 11 January 2024.
  3. 3

    Work with Energy UK on delivering industry actions, including proposed workshops addressing support for vulnerable energy customers.

    Stated by Department for Energy Security and Net ZeroStated plannedThe respondent said that this action was planned when they made their response on 11 January 2024.
  4. 4

    Work with consumer groups to promote existing meter-safety guidance, encourage customers to contact suppliers about concerns, and explain available support.

    Stated by Energy UK, the trading name of the Association of Electricity Producers LimitedStated plannedThe respondent said that this action was planned when they made their response on 11 January 2024.
  5. 5

    Continue working with stakeholders to improve data sharing about customers in vulnerable circumstances, targeting support and improving safety.

    Stated by Energy UK, the trading name of the Association of Electricity Producers LimitedStated in progressThe respondent said that this action was in progress when they made their response on 11 January 2024.
  6. 6

    Convene stakeholder workshops to examine the customer journey and improve identification of vulnerable customers and delivery of safety-focused interventions.

    Stated by Energy UK, the trading name of the Association of Electricity Producers LimitedStated plannedThe respondent said that this action was planned when they made their response on 11 January 2024.

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

Continue working with energy suppliers to expand smart-meter rollout and improve prepayment customers’ ability to top up without accessing meters.

Verbatim wording from the response

“Alongside this, the smart metering rollout is improving prepayment customers’ experience, by giving consumers a means to top up their credit without having to access their meters. The Department will continue to work with energy suppliers to drive them to deliver smart metering to as many households as possible.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 11 January 2024

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

Continue engaging with Ofgem and industry to ensure relevant parties support and protect energy consumers.

Verbatim wording from the response

“Finally, I would like to reiterate my sympathies with Ms Faulkner’s family. The Government will continue to engage with Ofgem and industry on this issue, to ensure the relevant parties are doing all they can to support and protect consumers.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 11 January 2024

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

Work with Energy UK on delivering industry actions, including proposed workshops addressing support for vulnerable energy customers.

Verbatim wording from the response

“My officials would be very happy to discuss this case with you further, or put you in touch with relevant Ofgem officials, if helpful. My officials will also work with Energy UK on the delivery of the actions highlighted in their letter, such as the proposed workshops on vulnerable customers, as appropriate.”

Source location

Response from Department of Health and Social Care
Page 2 · response
Published 11 January 2024

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

Work with consumer groups to promote existing meter-safety guidance, encourage customers to contact suppliers about concerns, and explain available support.

Verbatim wording from the response

“• Action 1. Raise customer awareness of safety issues. Energy UK will work with consumer groups, including Citizens Advice (the statutory energy advocate) and Smart Energy GB (the communications body for the smart meter rollout) to further promote the existing guidance for customers on meter safety and emphasise the importance of customers contacting their suppliers if they have concerns. This will also explain the support that is available.”

Source location

Response from Energy Industry
Page 2 · response
Published 11 January 2024

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

Continue working with stakeholders to improve data sharing about customers in vulnerable circumstances, targeting support and improving safety.

Verbatim wording from the response

“• Action 2: Improve support for vulnerable customers with their energy meters. Energy UK will convene workshops with energy suppliers and other stakeholders (including energy networks, Ofgem, the Government, the housing sector and consumer groups) to examine the current customer journey, and gain a better understanding of how to: - identify customers who need support; - deliver safety focused interventions; and - improve data sharing to further support the identification of vulnerable customers. We will also continue to work with stakeholders to improve how we can share data about customers in vulnerable circumstances, to help target support and improve safety.”

Source location

Response from Energy Industry
Page 2 · response
Published 11 January 2024

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

Convene stakeholder workshops to examine the customer journey and improve identification of vulnerable customers and delivery of safety-focused interventions.

Verbatim wording from the response

“• Action 2: Improve support for vulnerable customers with their energy meters. Energy UK will convene workshops with energy suppliers and other stakeholders (including energy networks, Ofgem, the Government, the housing sector and consumer groups) to examine the current customer journey, and gain a better understanding of how to: - identify customers who need support; - deliver safety focused interventions; and - improve data sharing to further support the identification of vulnerable customers. We will also continue to work with stakeholders to improve how we can share data about customers in vulnerable circumstances, to help target support and improve safety.”

Source location

Response from Energy Industry
Page 2 · response
Published 11 January 2024

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

Data last updated 7 September 2026