People living in houses in multiple occupation (HMOs) are among those facing some of the biggest challenges when it comes to managing their energy bills, according to a leading Hertfordshire charity.

Citizens Advice Hertsmere has seen a growing number of people seeking help with energy costs who are living in HMOs and paying for their electricity through prepayment submeters. Its energy support service is funded by the British Gas Energy Trust.

The charity supported 31 HMO residents with energy issues during 2024/25. That figure rose to 46 during 2025/26 – and are often the most vulnerable people in the community.

Sarah Connor, Deputy Operations Manager at Hertsmere Citizens Advice, said: “We are seeing a rise in clients who have been placed in HMO houses, who have been placed on prepayment submeters. These meters incur large costs for clients.

“They are charged not only the normal standing charge, but an admin charge as well as a fee to top up at the shop. They cannot benefit from switching supplier and they are unable to get onto the Priority Services Register because the supply is being submetered into their rooms.

“These clients are often the most vulnerable, such as recently released from prison, homeless due to domestic abuse, or those who have come to the UK seeking asylum and have been granted leave to remain.”

Citizens Advice Hertsmere has been checking the amount residents are being charged to make sure the price they pay for energy complies with price cap regulations. Advisors are also helping people access fuel vouchers and apply for relevant benefits to maximise their income.

One case demonstrates how this support can uncover wider problems.

A client was moved into an HMO after fleeing domestic abuse and received support from Citizens Advice Hertsmere as well as other Trust initiatives, including being given fuel vouchers and white goods.

Sarah said: “Upon reviewing their payment receipts for their energy on their prepayment submeter, we noticed the charges seemed unusually high.

“It transpired the landlord was charging above the price cap per unit for their energy. The client was also paying 20% VAT as the energy was being billed through a commercial contract.”

The client’s tenancy agreement stated that utilities should be included. The charity’s dedicated team worked with the council, which discovered that the HMO was not licensed. All residents were subsequently moved to new properties with properly licensed landlords and better conditions.

The organisation has also been working to reach people who may not previously have accessed its services. Staff have attended outreach events in areas where they have not recently had a presence, including Muslim community events and Eid in the Park.

But while crisis support can make an immediate difference, Sarah believes more needs to be done to address the underlying affordability of energy.

She added: “The introduction of a social energy tariff is urgently needed. Many low-income households continue to struggle with the cost of energy and, despite already limiting their consumption, often accrue energy debt, including those using prepayment meters.”

“By ensuring that energy remains affordable for the most vulnerable consumers, a social tariff would enable people to manage their household budgets more effectively and with greater dignity.”