British Gas owner Centrica's CEO, Chris O'Shea, has expressed shock and horror over recent reports that debt collectors have been breaking into customers' homes to install prepayment energy meters. The revelations came as a result of an investigation by The Times, which sent a reporter to observe the actions of debt agents working for Arvato Financial Solutions - a company used by British Gas to pursue debts. During the investigation, the reporter observed the agents force their way into the home of a single father with three children and install a prepayment meter while the property was unoccupied.

In response to the investigation, O'Shea stated that the actions of the debt agents were unacceptable and that British Gas would be immediately suspending such installations. He also took full accountability for the actions of Arvato Financial Solutions and stated that there is no excuse for the behaviour. O'Shea emphasised that the company's priority is to ensure that its customers are treated fairly and with respect.