ScottishPower becomes the first energy provider to achieve Plain Numbers bill approval

We’re making energy information easier to understand

At ScottishPower, we believe understanding your energy bills, tariffs and energy use shouldn’t require expert knowledge. That’s why we’re proud to become the first energy provider to achieve Plain Numbers approval for our cash bill, helping make steps towards clearer, simpler and more accessible communications for all.

For many people, understanding numbers can be challenging. Research cited by Plain Numbers shows that almost half of UK adults have numeracy skills below the level expected of a child in primary school, making it harder to understand important everyday information such as bills, statements and financial communications.

By adopting the Plain Numbers approach, ScottishPower is helping ensure that customers’ bills are easier to understand, simplifying the information they need to make informed decisions about their energy.

What is Plain Numbers?

Plain Numbers is a method used to communicate information in a way that is easier for people to understand. It puts numbers right at the center of the approach.

Think of it as Plain English for numbers.

Rather than overwhelming people with technical language, percentages, calculations or jargon, Plain Numbers helps organisations present information clearly and in a way that is meaningful and understandable to real people.

Research trials across multiple industries found that adopting the Plain Numbers approach can double the number of people who understand customer communications.

Why do Plain Numbers matter in energy?

Managing energy can be complicated. Customers need to understand information about:

That’s why  clear communications matter.

Why at ScottishPower we’ve chosen to partner with Plain Numbers

ScottishPower has long been committed to improving customer communications and making information accessible.

Our partnership with Plain Numbers started in May 2024 and builds on existing work to create clearer customer communications and improve understanding across our products and services. ScottishPower’s partnership established accredited Plain Numbers Practitioners within the company, and helps to ensure that customers’ bills and information is clear, accessible and easy to understand.

For customers, this means we’re continually reviewing how we present numbers and financial information so it’s easier to understand, helping people make informed decisions about their energy with confidence.

What does Plain Numbers Certification mean for customers?

Achieving Plain Numbers Certification demonstrates a commitment to putting customers first.

It shows that clear communication is not an afterthought – it’s a core part of how we support customers.

For customers, the benefits include:

Easier-to-understand energy information

We aim to present numbers, costs and energy use information more clearly, helping customers understand what they’re paying for.

Greater confidence

When information is easier to understand, it’s easier to make informed decisions about the energy you use at home.

Better accessibility

Clearer communications help more customers access and understand important information, regardless of their confidence with numbers.

A better customer experience

Reducing confusion means customers can spend less time trying to interpret information and more time acting on it.

Leading the way in customer communication

Being the first energy provider to achieve Plain Numbers bill approval is about more than earning recognition.

It’s about setting a higher standard for customer communication across the energy industry.

Energy plays an important role in people’s everyday lives. Customers deserve information that is straightforward, transparent and easy to understand.

As founding members of Energy UK’s Vulnerability Commitment, it’s important to us that our communications are clear, accessible and easy to understand for all customers.