Case Study: Theft of Services

George an 83-year-old man who cares for his sick wife Isla, is finding it harder these days to keep up with the household bills, and he worries to a point that it’s starting to impact his health. He and his wife own the house that they live in, but their pensions are not keeping up with the cost of living. He confides in a friend about his concerns to be told that there are ways around the essential services all where they have a meter, tracking usage. George is given a website address to watch videos whereby confident and introduced as ‘expert’, people advise that for a nominal fee of £250 (or a higher donation), the on-line process will arrange for a registered & qualified engineer to attend your property. You will also need to purchase a meter based upon which essential service(s) you are including – George hears that you can buy these easily from sites such as Amazon or eBay. The ‘expert’ talking also suggests that as part of this process you should contact your supplier, settle your account so there is no debt, meaning that after the meter swap you will never incur any cost for your given right of use of natural sources such as water, gas or electricity again. Everything looks very official, there’s even a chat room whereby other people who have paid for this service can share stories and ask questions.

George is convinced that the ‘expert’ talking gives enough confidence that this is completed by a qualified engineer that it is safe and he can’t see any other way to improve his current financial concerns. He contacts the number provided and pays the nominal £250 to arrange for an engineer visit. He also goes online and buys a new meter ready for the visit. The meter is successfully fitted by a nice engineer and George, knowing that he has settled his utility bill relating to the meter, is reassured that he has completed an action which will positively improve his situation.

Later that year, there is notification that a large utility company is coming to the area to replace old pipework. George thinks nothing of this as his priorities are very much guided by his wife’s illness. The utility company arrive at the street and begin their survey’s and works to keep the areas’ essential services flowing. Upon engaging with George, the illegal action of having an unauthorised connection is established and George is advised that his service is to be isolated meaning that his property will be without the essential service with immediate effect. He is also advised that the action is illegal & carries multiple penalties, as well as fines and possible prison time. There will also be charges to reconnect the supply legally to the property which is George’s responsibility, and he will also need to engage with a supplier to set up a new account.

George had been so convinced by the ‘expert’ that spoke online, that he recontacted them to ask what he needed to do next. He received a reply advising him that any consequences were his fault and that obviously he ‘didn’t do it right’ which is why he’s been caught. George went to ask on the chat room audience for further advice, to find that he was blocked.  The whole thing had been a scam, fronted by people who made the process look official and now George was in a position that was much worse.

Good practice to help George:

• Providing awareness of the serious nature of this type of theft, it is a crime, but utility colleagues should recognise that a crime has taken place to coerce the customer to take inappropriate actions at a moment of susceptibility.
• The staff member could provide George with the contact details of Report Fraud – this will help bring action against criminals who create these convincing scams.
• The staff member could offer Internal Support Options such as the Priority Services Register or payment support teams.
• The utility company could continue to raise awareness of schemes which help people who are struggling to pay their bills – add this type of advice across communications including bills.
• Remember to not be judgmental, the blame should always go on the criminal.