Questions about your bill

  1. Where can I find out how much I pay per unit for my gas and/or electricity?
  2. What is my annual consumption?
  3. How do you calculate my bill?
  4. Where can I get help understanding my energy bill?
  5. What is a Calorific Value?
  6. What do you mean by the bill period?
  7. What should I do if I think my bill is too high or wrong?
  8. I've received a paper bill by post - can I pay this online?
  9. Can I pay my bill over the phone
  10. Why have I received a bill with an estimated meter reading? How do I give updated, actual readings?
  11. What is an estimated meter reading and why do you use them?
  12. Can I get a copy of or print my bill?
  13. I'm having trouble viewing my bills online, what can I do?
  14. Why does my bill only show gas or electricity?
  15. How can I find details of the most recent transactions on my account?
  16. I’ve left ScottishPower, why are you still sending me bills?
  17. Why have you sent me an adjusted bill?
  18. My amended bill does not show payments for the entire period of my bill - why is this?
  19. You've sent me an amended bill. What are “cancelled” charges'?
  20. What happens to my bill payments if energy prices change?
  21. I haven't had a bill for a while. Is anything wrong?
  22. What is a TIL?
  23. What does the ‘cheapest similar tariff’ and the ‘cheapest overall tariff’ mean?
  24. What’s an Annual Summary?
  25. What’s a Personal Projection?
  26. What are Standing Charges?
  27. Do you have to charge Standing Charges?
  28. I previously had a No Standing Charge tariff: why can’t I have one now?
  29. I’m a very low user: do I have to pay Standing Charges?
  30. I don’t use any gas: why have I just received a bill which shows Standing Charges?
  31. What is a multi-rate electricity tariff?
  32. What does KWh stand for?
  33. Why have you sent me a letter asking for a meter reading?
  34. Where can I find my ScottishPower account number?
  35. Where can I get a copy of a tax invoice for my electricity and/or gas?
  36. How can I add my husband or wife as an account holder?
  37. Does ScottishPower adhere to standards set out in the Code of Practice for Accurate Bills?
  38. I'm a weekly payment plan customer and have paid 2-3 weeks’ instalments together. Why have you sent me a payment reminder?
  39. My last bill had a credit balance – why has my DD amount increased?
  40. What is a 'single rate for multi-rate' tariff?
  41. What is the benefit of a ‘single rate for multi-rate’ tariff’?
  42. How do I notify ScottishPower of a bereavement
  43. 1. Where can I find out how much I pay per unit for my gas and/or electricity?

    You can view your current tariff unit prices and Standing Charges on your latest bill.

    If you have an online account, you can view your bills when you log in to My Account and select the “My Balance & Bills” option.
    You may find our Your Bill Explained section on the website useful.

    Alternatively, if you know your tariff name and postcode, you’ll be able to find details of your prices for your tariff in our Gas & Electricity tariffs section.

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    2. What is my annual consumption?

    Your annual consumption is the amount of energy you've used over the last 12 months. You can find this:

    • on page 1 of your Annual Summary which will be sent to you each year
    • on page 2 of your bill

    Your annual consumption is based on actual meter readings where we have them. Where we don’t have actual meter readings covering the previous 12 months, we estimate your energy use using the best available information we have for you, taking account of any actual meter readings that we do have.

    Your bills will generally cover a period less than 12 months and we’ll set out the period each bill covers on the first page. Where we have actual meter readings for your account, the consumption noted for the bill period will be your actual consumption. Where we don’t have up to date meter readings for you, the consumption noted on your bill is our best estimate of what you have consumed during the bill period. If any meter readings have been estimated they’ll be clearly marked with (E).

    Your online account also shows you a graph and table of your consumption broken down by previous bill periods. Simply log in to My Account and select "My Energy Usage". Find out more in Your bill explained.

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    3. How do you calculate my bill?

    This calculation information is shown on your bill.

    Electricity and gas are measured in units, which are then translated into kilowatt hours (kWh). You are charged a price per kWh for each kWh used.

    For electricity, 1 unit = 1 kWh.

    For gas, the calculation is more detailed. To calculate how many kilowatt hours of gas you have used in each bill period:

    If you have an imperial gas meter you’ll need to multiply the gas units by 2.83 to convert imperial units to metric units before conducting the above calculation. To find out if you have an imperial meter you can compare your meter with the meters seen in our meter reading guide.

    Your consumption charge is then calculated by multiplying your kWh used by the price per kWh unit rate.

    We’ll then add on the Standing Charge for each fuel, which is a daily charge for each day of the bill period.

    We’ll then take away any discounts that you’re eligible for i.e. Dual Fuel.

    We’ll then add on VAT at the current rate to arrive at your account balance.

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    4. Where can I get help understanding my energy bill?

    You'll find a handy guide to your ScottishPower energy bill in Your Bill Explained. If you have a question that isn’t covered here then please Contact Us.

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    5.What is a Calorific Value?

    Calorific Value (CV) is a measure of the energy contained in the gas that's provided to your home. As gas meters measure the amount of gas consumed in units of volume we need the CV to work out your gas consumption in kilowatt hours (kWhs). The CV can vary in different parts of the country due to the different sources of gas. The National Grid gives us a daily value and we work out an average for the period covered by your bill.

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    6. What do you mean by the bill period?

    This is the period of time (usually in days) covered by a particular bill. On the front of the bill you’ll find the dates which this period started and ended.

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    7. What should I do if I think my bill is too high or wrong?

    If your bill is unexpectedly high, we recommend that you check your current and previous bills to see if any meter readings have been estimated. If your bill has been based on estimated readings we will show this on the front page at the top right hand side.

    It's possible that your previous bills were based on estimated meter readings that were too low and that your current bill has been calculated using actual meter readings, so it's higher than you expected. This can happen if we haven't been able to get meter readings for some time.

    If your current bill has been estimated please provide us with actual readings to enable us to send you a more accurate bill. To provide a meter reading:

    • Log in to MyAccount and select ‘Enter Meter Reading’.
    • Download and enter your readings in our free YourEnergy App
    • Call our 24 hour automated meter reading service on 0800 027 8000.

    If your previous and current bills have been calculated using actual meter readings, please check the meter readings and Contact Us if they’re wrong.

    If the meter readings look right, it's likely that your energy use has increased over the billing period. This could be due to the time of year - for example in winter you're likely to use more energy than you do in summer. It's also worth considering whether you've changed your circumstance or have used any new or different appliances during the billing period, which may account for the higher usage, or if one of your appliances has developed a fault.

    Our Energy Efficiency page could help you to reduce your energy usage.

    You may also be able to reduce your future bills by choosing any available cheaper ScottishPower tariff in MyAccount and selecting ‘Change Your Tariff’ or by Contact Us.

    As part of YourExtras, you can move between our tariffs at any time without paying exit fees.

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    8. I've received a paper bill by post - can I pay this online?

    Yes, you can Register or log in to MyAccount to pay your bill online by debit or credit card. (Please note that there’s an administration charge for paying by credit card.)
    Once we've processed your payment, we'll send you an on-screen receipt with a unique transaction number. Please take a note of your unique transaction number or print a copy of this screen for your records. If you’d prefer, you can also change to paperless billing. In MyAccount select ‘Edit Personal Details’ and update your ‘Information’ section. Or, why not choose one of our Online tariffs, simply select ‘Change your tariff’. You can also download and make a payment with our YourEnergy App.

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    9. Can I pay my bill over the phone?

    Yes, you can use our 24 hour automated payment line on 0800 001 5115 to pay your current bill in full with a debit/credit card. Please note, that if you pay by credit card there will be an additional charge.

    You’ll need your ScottishPower account number which is shown on your bill.

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    10. Why have I received a bill with an estimated meter reading? How do I give updated, actual readings?

    If you've received an estimated bill, it's probably because we weren't able to get an actual meter reading. You may have been out when our meter reader called, or we have not received your actual meter readings in time. Estimated bills may not reflect the amount of energy you've used. Please provide us with your actual meter readings so that we can generate an accurate bill: If you have an online account:

    • log in to MyAccount and select ‘Enter Meter Reading’. You should be able to view a detailed version of your bill in a printable format in 'My Balance and Bills’ within 24 hours.
    • Download our free ScottishPower Energy App (available on Google Play and the App Store) and enter your readings via our App.

    Alternatively:

    • Call our 24 hour automated meter reading service on 0800 027 8000.
    • If you need help reading your meter, please view our meter reading video guides

     

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    11. What is an estimated meter reading and why do you use them?

    An estimated reading is used when we haven’t been able to get actual readings from your meter. We estimate using information such as your previous energy use but this isn’t always accurate. It’s always best to provide actual meter readings so that your bills are as accurate as possible. You can do this in several ways:

    If you have an online account:

    • log in to MyAccount and select ‘Enter Meter Reading’.
    • Download our free ScottishPower Energy App and enter your readings via our App.

    Alternatively:

    • Call our 24 hour automated meter reading service on 0800 027 8000.

    If you need help reading your meter, please view our meter reading video guides

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    12. Can I get a copy of or print my bill?

    If you have an online account, you can access and print out previous bills from the last 14 months by logging into MyAccount and clicking on "My Balance & Bills". This shows you a summary of the dates and amounts of previous bills, as well as the payments you've made. Click on “View my bill” and then click again on the PDF ‘View My Bill’.

    Alternatively, you can Contact Us and we'll send you a copy of a bill at no additional charge.

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    13. I'm having trouble viewing my bills online, what can I do?

    If you’re having issues viewing your bill online, try the following steps:

    • You may have an old version of Adobe Reader. Download the latest version from the Adobe website.
    • It may be necessary to update your browser settings to view your bills. If you’re not sure which web browser you’re using, you can find out with this tool. If you’re using Google Chrome, the process is slightly different and you can follow the instructions to update your PDF plug-in settings.

    If you still can't view your bills after trying these steps, please Contact Us.

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    14. Why does my bill only show gas or electricity?

    If you have both gas and electricity with us, you’ll receive one combined bill if you have a dual fuel account.

    You may have two separate accounts as you have chosen different tariffs or payment methods for each fuel and will get a separate bill for each fuel. For Pay As You Go customers, it’s normal to receive a bill for your gas and electricity usage separately.
    If you think you should have received one combined bill then please Contact Us.

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    15. How can I find details of the most recent transactions on my account?

    When you log in to MyAccount, you can review details of your most recent transactions by selecting ‘Check my Balance/Payment History’.

    If you’ve not already done so, why not register to manage your account online? It’s the most convenient way to stay in control and by having an online account you could find a cheaper online tariff that better suits your needs.

    Alternatively, you can call our 24-hour automated service on 0800 001 5115 and select the recent transactions options. All you need is your ScottishPower account number, which is shown on your bill.

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    16. I’ve left ScottishPower, why are you still sending me bills?

    This may be because your switch to your new supplier has not completed yet. Switching supplier can take up to 3 weeks after you’ve applied to transfer. Therefore your normal billing cycle with ScottishPower will continue up until this point.

    After your switch is complete, it can take up to 6 weeks for us to send you a final bill.

    If you don’t receive your final bill, or if it continues for any longer than this, please Contact Us.

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    17. Why have you sent me an adjusted bill?

    The bills we’ve sent you previously have been based on estimated meter readings. As we now have your actual meter readings we have used these to recalculate your charges and give you an adjusted bill to reflect the energy you’ve used. You’ll find these 'Cancelled charges' detailed on the front page of your bill and in the ‘Cancelled charges’ section of your breakdown of payments and costs.

    Providing regular meter readings helps ensure your bill is as accurate as possible. You can do this in the following ways - just be sure to have your meter readings and account number to hand before you start.

    If you have an online account:

    • Log in to MyAccount and select ‘Enter Meter Reading’ or
    • Download our free ScottishPower YourEnergy App and enter your meter readings via our App.
    • If you don’t have an online account you can register to Manage your Account Online now.

    Alternatively:

    • Call our free 24 hour automated meter reading service on 0800 027 8000.

    If you need help reading your meter, please view our meter reading video guides

    See this Video for More Information

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    18. My amended bill does not show payments for the entire period of my bill - why is this?

    The ‘You've paid’ section on the front page of your bill shows any payments we’ve received since the date of your last bill.

    For example, if you received a bill last week, and have since received a new bill using actual meter readings, we’ll only show the payments received since this last bill. Any payments received prior to last week’s bill will form part of the ‘Your account balance’ value.

    19. You've sent me an amended bill. What are “cancelled” charges'?

    These cancelled charges are energy consumption and VAT charges that have been reversed and removed from your bill to correct your account balance, your account balance will change to reflect this amended amount and a new amended bill is then issued.

    See this Video for More Information

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    20. What happens to my bill payments if energy prices change?

    Your bill amount depends on a number of factors including your usage and energy prices. If your prices change, your payments may not necessarily also change.

    For example, if your prices increase but you’re using less energy your payments may go down. Similarly, if you start using more energy but your prices have decreased your payments may go up.

    If you sign up for one of our Fixed Price tariffs, it will fix your energy prices for the length of that tariff but your Direct Debit payments/bill amount may change based on your energy usage. You can view our available tariffs here.

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    21. I haven't had a bill for a while. Is anything wrong?

    The frequency of when you receive a bill depends on your current payment method.

    If you're a Direct Debit customer and haven't received a bill from us in the last 6 months, or have recently joined ScottishPower and haven’t received a bill then please Contact Us.

    If you pay for your energy upon receipt of a quarterly bill or by weekly or monthly cash, and haven't received a bill in over 3 months, please also Contact Us.

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    22. What is a TIL?

    TIL stands for Tariff Information Label. It’s a simple table that summaries the key features of each tariff all in one place.

    If you know your tariff name you can find your TIL here by entering your postcode and you’ll also find it in your Annual Summary.

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    23. What does the ‘cheapest similar tariff’ and the ‘cheapest overall tariff’ mean?

    Our 'cheapest similar tariff' is based on whether you're on a fixed or variable tariff, the same account management type - for example, if you're on an online tariff - and same meter type as your current tariff.
    Our 'cheapest overall tariff' is the cheapest possible tariff currently available from ScottishPower. Moving to this tariff might mean you have to change aspects of your account such as payment method, account management or meter type.

    24. What’s an Annual Summary?

    The Annual Summary is sent to you once every 12 months for each fuel and contains information about your previous 12 months energy usage and cost. It also includes information about your current tariff and will tell you if we have a cheaper tariff available to you.

    It’s designed to help you stay informed and more in control of your energy use by providing all of the information you need about your current tariff and usage in a clear and simple format. This can help you check if you’re on the best tariff for you so keep this in a safe place as you might want to refer to it in future.

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    25. What’s a Personal Projection?

    Your Personal Projection is an estimate of your energy costs for the next 12 months.
    It’s based on:

    • your energy usage over the past 12 months
    • your tariff prices
    • any discounts you may receive
    • VAT at the applicable rate

    Where we don't have updated actual meter readings covering the previous 12 months, we estimate your energy use using the best available information we have for you, taking account of any actual meter readings that we do have.

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    26. What are Standing Charges?

    Standing Charges are the fixed costs of supplying customers with gas or electricity – these are costs that don’t vary with energy consumption.

    Standing Charges include the costs of providing and maintaining meters in customers’ homes, and customer support, along with some of the charges we pay for distributing and transporting energy. The Standing Charge is a daily rate on your bill. If you’re a Pay As You Go customer, the Standing Charge will be collected as a fixed weekly amount from your meter.

    Standing Charges are charged as a daily amount in addition to the charge for each unit of energy used (called the Unit Rate). If we don’t charge a Standing Charge these costs would have to be recovered in the Unit Rate.

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    27. Do you have to charge Standing Charges?

    In order to ensure tariffs are comparable across the energy market Ofgem, the energy market regulator, requires all tariffs to have a Unit Rate and Standing Charge component. However, the level of the Standing Charge can be set at zero.

    We’ve chosen to set the Standing Charge at an amount higher than zero as we believe this is a fairer way to manage the fixed costs of supply that don’t vary with energy consumption. This means that customers will be charged a daily amount as a Standing Charge, regardless of their energy consumption, in addition to a charge for each unit of energy used (called the Unit Rate).

    Standing Charges cover the fixed costs of supplying customers with gas or electricity and if we don’t charge a Standing Charge, these costs would have to be recovered in the Unit Rate, making the overall Unit Rate higher.

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    28. I previously had a No Standing Charge tariff: why can’t I have one now?

    In order to ensure tariffs are comparable across the energy market Ofgem, the energy market regulator, requires all tariffs to have a Unit Rate and Standing Charge component. This is to help consumers better understand each tariff and make better informed switching decisions.

    Energy suppliers are no longer allowed to offer tariffs where different Unit Rates apply for different levels of energy consumption which was the basis for our ‘No Standing Charge’ tariffs. Energy suppliers can, however, decide to set the Standing Charge element to zero.

    In order to be compliant with these new rules, we no longer offer No Standing Charge tariffs and have moved customers on a No Standing Charge tariff to a tariff containing a Standing Charge.

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    29. I’m a very low user: do I have to pay Standing Charges?

    In order to ensure tariffs are comparable across the energy market, Ofgem, the energy market regulator, requires all tariffs to have a Unit Rate and Standing Charge component. However, the level of the Standing Charge can be set at zero.

    We’ve chosen to set the Standing Charge at an amount higher than zero. We believe it’s a fairer way to manage the fixed costs of supply that don’t vary with energy consumption. This means that customers will be charged a daily amount as a Standing Charge, regardless of their energy consumption, in addition to a charge for each unit of energy used (called the Unit Rate).

    If you’re a very low user of gas or electricity (225 kWh per quarter of electricity or less and/ or 670 kWh per quarter of gas or less) we’ll still issue you with bills that include Standing Charges to cover the period of time you have that supply. As this is a fixed daily amount, you’ll see a Standing Charge for your supply on your bill.

    If you’ve received such a bill and are struggling to pay it, please Contact Us as we may be able to help. We can offer you support in managing your bills and will also be able to provide you with sources of advice on how to best manage your energy use.

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    30. I don’t use any gas: why have I just received a bill which shows Standing Charges?

    Please Contact Us

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    31. What is a multi-rate electricity tariff?

    A multi rate electricity tariff is one where you pay a different price for electricity at different times of the day - for example, a cheaper rate during the night.

    To have a multi-rate electricity tariff, you’ll require a multi-rate meter which records when energy is consumed. It will have more than one set of dials or readings. Find out about your electricity meter here. If you have a multi-rate electricity tariff, the different rates you pay for electricity will be shown on your energy bill.

    We have a range of tariffs available to multi-rate meter customers that you can choose without having to replace your meter, or incur any costs associated with keeping your existing meter. Also, as a ScottishPower customer, you have the flexibility to move between our tariffs at any time without paying exit fees. To find out if you could save on your energy bills by switching to another one of our tariffs simply log in to your online account and visit ‘Change your tariff’, or call us on 0800 027 0072. (Lines open Monday to Friday 8am to 10pm, Saturday 8.30am to 6pm).

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    32. What does kWh stand for?

    This stands for kilowatt-hour. It's a measure of the amount of energy used in one hour. For example, if you have a 1,000 watt heater and you keep it on for one hour, you'll use 1kWh

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    33. Why have you sent me a letter asking for a meter reading?

    If we send you a letter asking for meter readings it’s because we want to make sure that your bill is as accurate as possible, and that your account is up to date.

    If you pay by Direct Debit, we use readings to review your account and ensure that you're not paying too much or too little.

    If you pay quarterly and we haven't been able to get meter readings from you, then we may ask you to provide these to make sure your account is accurate and to avoid sending you an estimated bill.

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    34. Where can I find my ScottishPower account number?

    You'll find your account number in the top right corner of the front of your ScottishPower bill and in most other communications from us.

    If you have an online account, you can also find your account number on the 'My Account Overview' page when you log in to MyAccount.

    If you don’t have an online account or can’t find your latest bill, please Contact Us.

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    35. Where can I get a copy of a tax invoice for my electricity and/or gas?

    Please Contact Us to arrange this.

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    36. How can I add my husband or wife as an account holder?

    To arrange this please Contact Us with the following information:

    • Their full name
    • Their date of birth
    • Their contact telephone number

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    37. Does ScottishPower adhere to standards set out in the Code of Practice for Accurate Bills?

    Yes, as part of our commitment to providing you with a quality service, we fully support the independently audited Code of Practice for Accurate Bills.

    Developed by Energy UK, the Code sets out our commitments to you when it comes to domestic billing services, and what you can do to try to ensure you receive the right bill at the right time.

    You can download the Code of Practice and Billing Code Scenarios (Frequently Asked Questions) that are attached to the Code of Practice from the Energy UK website.

    An additional document is also now available on the Energy UK website which will provide more explanation on the Back Billing clause of the Code of Practice for Accurate Bills.

    Find out more about the Back Billing Document.

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    38. I'm a weekly payment plan customer and have paid 2-3 weeks’ instalments together. Why have you sent me a payment reminder?

    There are 2 reasons we could have sent you a payment reminder:

    1. A weekly payment plan requires you to make an agreed payment each week for an agreed number of weeks. If the number of payments we’ve received is less than the number of weeks it’s been since we set up this payment plan then we’ll send you a payment reminder as you haven’t made sufficient weekly payments. With a weekly payment plan, even if your account is in credit, you still need to pay the weekly instalments on time or in advance. If you've paid off any arrears and are continuously in credit, perhaps a different payment method would be more suitable for you, such as monthly Direct Debit or Pay As You Go. If you would like to discuss alternative payment options, Contact Us.
    2. The amount you need to pay on a weekly basis has been increased. You’ll have received a letter to let you know your payment amount has been increased but the amount you’ve paid is still the original rather than the increased amount.

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    39. My last bill had a credit balance – why has my DD amount increased?

    To help you budget, we'll aim to keep your payments at a similar level throughout the year. This may mean that you're in credit during the summer months, which then offsets higher usage during the winter. That's why your account may be in credit at the end of summer.

    We review your account annually, and aim to also review it throughout the year, to help ensure your payments are in line with your expected energy use. Your monthly Direct Debit payment takes several factors into account, including how much energy you’ll use over the next year based on your previous usage, energy prices and discounts, any credit or debit balance on your account and seasonal changes.

    If your consumption has increased or your energy prices have changed (for example due to a price increase or coming to the end of a fixed term tariff) this could mean that your original monthly payment won't be enough to cover your expected energy costs over the year, even with credit on your account.
    You can stay more in control of your monthly payments with our online Direct Debit Manager tool. It’s available in your online account, MyAccount, and lets you view your energy usage and adjust your Direct Debit payment amounts to better suit your needs. To use the tool you’ll need your current meter readings to hand. And, to ensure you don’t build up a debt, payments can only be adjusted within a set level which is based on your energy usage. If you don’t have an online account, you’ll need to Contact Us to adjust your monthly Direct Debit or you can register to Manage your Account Online now. If your account is in credit at your annual review, you may be eligible for a Direct Debit Credit Payment. You can ask us for a refund of a credit balance at any time either. Find out more here.

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    40. What is a 'single rate for multi-rate' tariff?

    A 'single rate for multi-rate tariff' is where you have a multi-rate meter but you pay the same price for electricity at all times. For example, you pay the same during the night as during the day.

    We have a range of tariffs available to multi-rate meter customers that you can choose without having to replace your meter, or incur any costs associated with keeping your existing meter. Also, as a ScottishPower customer, you have the flexibility to move between our tariffs at any time without paying exit fees. To find out if you could save on your energy bills by switching to another one of our tariffs simply log in to your online account and visit 'Change your tariff', or call us on 0800 027 0072. (Lines open Monday to Friday 8am to 10pm, Saturday 8.30am to 6pm).

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    41. What is the benefit of a 'single rate for multi-rate' tariff?

    If you have a multi-rate meter but don’t tend to use your electricity at off peak times e.g. during the night or you use main gas central heating, you may benefit from this type of tariff rather than a traditional multi-rate electricity tariff.

    We have a range of tariffs available to multi-rate meter customers that you can choose without having to replace your meter, or incur any costs associated with keeping your existing meter. Also, as a ScottishPower customer, you have the flexibility to move between our tariffs at any time without paying exit fees. To find out if you could save on your energy bills by switching to another one of our tariffs simply log in to your online account and visit 'Change your tariff', or call us on 0800 027 0072. (Lines open Monday to Friday 8am to 10pm, Saturday 8.30am to 6pm).

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    42. How do I notify ScottishPower of a bereavement?

    If you have recently lost a loved one and need to change any account information, we have a dedicated team at your service to help you through this difficult time.

    You can contact us by calling 0800 074 1986 between Monday to Friday 8.00am - 8.00pm or you can contact us via email.

    To do this you'll need the following information:

    • Your relationship to the account holder
    • Account holder details (ScottishPower account number or address)
    • The date the person passed away
    • A contact phone number for you
    • Up to date meter readings for the property
    • Who will now be responsible for the energy bills

    If you don't have this information to hand, please try and gather as much as possible to allow us to help.

    We may ask for a Letter of Confirmation or a grant of Representation from the Personal Representative of the Estate or Power of Attorney. In certain circumstances we may also ask for a copy of the death certificate.

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