Prepaid meter disconnections

Summary

The requester asked for the number of prepaid meter electricity disconnections over the past five years, but the authority disclosed that historical data is unavailable due to system limitations, providing only a recent six-week statistic instead.

Key Facts

• Historical disconnection data for the past five years is unavailable because it was not stored prior to the rollout of smart meters.
• Disconnection event data is currently only retained for a period of six weeks.
• Between 3 June 2024 and 15 June 2024, 1,549 disconnection instructions were sent to prepaid meters.
• The 1,549 instructions do not represent unique customers, as some may have disconnected multiple times.
• There are approximately 5,500 Pay As You Go (PAYG) customers in total.

Data Disclosed

• 1,549
• 3 June 2024
• 15 June 2024
• 5,500
• six weeks
• 4.30pm
• 8.30am
• 8:30am
• 5:00pm
• 4:30pm
• 687687
• 0808 1624 115

Original Request

For each of the past five years, please provide the number of times electricity supplies on prepaid meters have been disconnected.

Data Tables (1)

Full Response Text

Manx Utilities PO Box 177, Douglas Isle of Man, IM99 1PS

e: enquiries@manxutilities.im t: 01624 687687 www.manxutilities.im

Our ref: 3925194 17 July 2024

Dear ###

We write further to your request, received 18 June 2024, which states:

"For each of the past five years, please provide the number of times electricity supplies on prepaid meters have been disconnected."

Our response to your request is as follows:

Following an earlier clarification Manx Utilities believe the term ‘disconnection’ refers to the automatic process of disconnecting the electricity supply for a Pay As You Go (PAYG) customer following the exhaustion of credit (either emergency credit or if not enabled actual positive value of the account).

Prior to the rollout of smart meters the data was unavailable to Manx Utilities, and therefore are unable to provide detail for previous years. Disconnection event data is only stored for a period of six weeks. For the period 3 June 2024 to 15 June 2024 (inclusive) the data indicates that 1,549 disconnection instructions have been sent to PAYG meters. This does not correlate to 1,549 customers with some customers disconnecting multiple times within this period. The data will include PAYG customers who wait until disconnection takes place to effect a top up, customers who have missed low balance notifications, and those who have vacated their property. For context there are approximately 5,500 PAYG customers.

The new PAYG system enables Manx Utilities to provide a non-disconnection period, meaning that disconnection is suspended. Non-disconnection times are; 4.30pm to 8.30am each week day, and all day Saturday, Sunday, and Bank Holidays.

Customer support is available 8:30am to 5:00pm Monday to Thursday and 8:30am to 4:30pm on Friday, with a 24/7 emergency support after office opening hours, by calling 687687. A freephone number 0808 1624 115 is also published on our SmarterLiving paper guides and through the help page on the PAYG app. Further support is available for customers who are concerned about being unable to top up. Manx Utilities has the ability to immediately apply flexible suspensions to customers PAYG accounts to suit their particular needs, based on their circumstances.

Manx Utilities recognises that some customers have financial concerns and require help and support, it continually reviews’ its approach based on customer feedback, together with its partnership with third sector organisations.

Please quote the reference number 3925194 in any future communications.

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