ScottishPower Winter Assistance

ScottishPower has given a Winter Price Guarantee that it will not increase its standard prices for gas and electricity over the winter months, extending until at least 1st April 2012. At a time of rising commodity costs, ScottishPower will absorb any potential increases in the wholesale markets during this period.

ScottishPower offers a range of assistance aimed at helping our customers during winter. The key elements of our approach include:

Payment Difficulties

Where we see that customers are struggling to pay, we intervene early to ensure we provide assistance and alternatives that may help.

Debt Repayment Rates

We recognise that higher debt recovery rates can be difficult to manage during winter for prepayment customers. We encourage customers to contact us to discuss their payments to see if there is any assistance we can provide.

If you are a new prepayment customer with debt, we will delay any debt repayments until after the winter.

Fuel Direct

We actively encourage customers in receipt of benefits to consider Fuel Direct. Fuel Direct may be a suitable option for customers who would benefit from paying their energy charges via their state benefits.

Energy Efficiency Helpline

We have introduced process improvements to enable more customers to receive quality energy efficiency advice from trained advisors.

Winter Disconnections

To safeguard customer welfare, we will severely restrict our disconnection activity for all customers through the winter period.

Home Insulation

Cavity wall and loft insulation will make your home more energy efficient, more comfortable and easier to keep warm and could save you more than £100 per year on your energy bill. For a free, no obligation quote, simply call 0845 601 7836 and give the reference ‘Web’. Lines are open Monday to Friday 9am to 5.30pm.

Other support we provide for vulnerable customers

Community Liaison Officers (CLO’s)

We have a team of CLOs who are focused on helping our most vulnerable customers.

Social Responsibility Support Team

We have established the Social Responsibility Support Team to provide dedicated support and guidance to all external agencies dealing with vulnerable customers who are having difficulties meeting their payments for fuel.