Switching to ScottishPower

  1. How do I give you my first, or opening meter reading?
  2. I’ve just switched to ScottishPower. What happens next?
  3. How do I switch my gas and/or electricity to ScottishPower?
  4. Why do you need my MPAN and/or MPRN numbers?
  5. Can ScottishPower supply my home with both gas and electricity?
  6. If I switch to ScottishPower will the money I owe my old supplier be transferred to my new account?
  7. Who can I contact if I have any questions about my application?
  8. I’ve just switched to ScottishPower, why is my old supplier still taking a Direct Debit payment?
  9. How do I log into my personalised Website?
  10. Can I save by switching to ScottishPower?
  11. Why switch to ScottishPower?
  12. I’ve just applied to switch to ScottishPower but I’ve changed my mind and want to cancel. What do I do?
  13. My Direct Debit /tariff has not been set up correctly, what do I do?
  14. I didn’t receive a request for my Opening Meter Reading(s), can I still provide them?
  15. Why didn’t I receive a welcome letter?
  16. Why have I received a letter about my current supplier objecting to my transfer to ScottishPower?
  17. When will my supply start with ScottishPower?
  18. Why have you sent me a welcome letter when I've been with you for some time?
  19. Can I provide you with a correct reading for my final change of supplier bill?
  20. My personalised website won’t accept my opening meter readings, what should I do?
  21. How do I know if I have an Economy 7 electricity meter?

1. How do I give you my first, or opening meter reading?

We’ll send you either an e-mail or letter to let you know when we’re ready for your first meter reading and you’ll have until 5 days after we start your supply to provide these to us.

To give us your readings simply access your personalised website, using the unique address we sent you in your welcome letter. To log in you’ll need to use your email address and the password we sent you or your account number, postcode and an email address.

Alternatively, you can provide your meter readings by calling our free 24 hour automated meter reading service on 0800 027 5002.

It's important that you give us your meter readings so we can set up your account accurately.

We'll also send them to your previous supplier so they can close your account and send you your final bill. You shouldn't need to contact your previous supplier, unless of course you wish to.

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2. I’ve just switched to ScottishPower. What happens next?

Thanks for choosing ScottishPower. We'll contact you shortly to confirm that we’ve received your application. As soon as we’ve received your application, we'll start the transfer process which takes up to 3 weeks and is usually made up of three stages:

  • Application & Registration: We'll check that we have all the information we need from your application and ensure we have everything we need. You'll receive a welcome letter from us, which contains important contractual and other information to guide you through your switch. We’ll also set up your own personalised webpage on our website so you can track the progress of your switch – you’ll find details of this in your welcome letter.

    We’ll then send a request to your current supplier, so that we can start the switching process. Your current supplier has a right to object to the switch in certain circumstances, for example if they have billed you for an amount that you have not paid. If this happens, we’ll write to you and let you know. If the objection is not resolved, we can’t complete your switch.
  • Account Set-up: Once your current supplier accepts the switch, we’ll start to set up your new account. We'll ask you for your opening meter readings so we can open your account correctly. We’ll either send you a letter or an email when we are ready for these and you’ll have until 5 days after your supply has started to provide these.

    You can provide your reading through your personalised website or by calling our free 24 hour automated service on 0800 027 5002
  • Start of Supply: Once your account has been set up you’ll receive an email or letter confirming that your switch is now complete.

Welcome To ScottishPower!

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3. How do I switch my gas and/or electricity to ScottishPower?

We want to make your energy choices clear and simple - and we want all our customers to get a fair deal. We have four tariffs available and we've made choosing your tariff and joining us as easy as possible.

Let us help you find our best deal for based on your needs - it only takes a few minutes to compare our tariffs online Get a Quote Now.

It’s best to have information about your current consumption and tariff to hand if possible. You can find this on your bill or Annual Summary. If you do we’ll be able to give you a more accurate quote.

Once you’ve chosen the tariff that suits you best simply complete and submit your details. We'll then contact your current supplier to tell them you want to switch your supply to us. We’ll send you all the information that you should need to help with the switch, including how to access your own personalised website where you can track the progress of your switch.

We'll ask you for meter readings so that we can set up your new ScottishPower account and we'll send them to your previous supplier so they can create a final bill for you.

The process of switching your supply usually takes up to 3 weeks.

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4. Why do you need my MPAN and/or MPRN numbers?

Your Meter Point Administration Number (MPAN) for electricity and Meter Point Reference Number (MPRN) for gas are unique to your particular property and are used to identify the connection to your meters.

We use them to ensure that we take over the correct supply for your property when you switch to ScottishPower.

You’ll find these on your bill and they are normally displayed somewhere on your meter.

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5. Can ScottishPower supply my home with both gas and electricity?

Yes, we supply both gas and electricity and if you take both from ScottishPower at the same premises you’ll receive an annual Gas and Electricity Offer discount. Also, if you take the same tariff and payment method for both fuels, you can manage them through a single bill and make a single payment for both.

Find out more about all our Gas and Electricity Tariffs and Discounts.

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6. If I switch to ScottishPower will the money I owe my old supplier be transferred to my new account?

In most cases, you'll need to settle your final bill with your old supplier directly. And, if they’ve billed you for an amount which you’ve not paid, they may object to the switch taking place. If that happens, you'll need to pay the outstanding balance before you can switch to ScottishPower.

If you have a prepayment meter and you have an outstanding debt of £500 or less per fuel, you may be able to transfer your debt to us when you switch. Contact Us to find out more.

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7. Who can I contact if I have any questions about my application?

You’ll find a number of the most frequently asked questions listed in our Suport Centre.

If you can’t find the answer to your question you can Contact Us and we’ll be happy to help.

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8. I’ve just switched to ScottishPower, why is my old supplier still taking a Direct Debit payment?

Normally, your previous supplier will continue to take Direct Debit payments until they’ve received your opening meter readings from us. They’ll use these readings to create and issue you with a final bill.

Once your final bill has been issued, they’ll take one final Direct Debit payment to clear the remaining balance, or issue you with a refund if your final account balance is in credit.

You'll usually receive your final bill within 6 weeks after the switch date.

If you’ve any questions about a Direct Debit payment or your final bill from your old supplier, please contact them directly.

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9. How do I log into my personalised Website?

Your personalised website will guide you through your switch to ScottishPower.

You’ll find a direct link to your personalised website in your welcome email or details in your welcome letter. It’s a secure webpage that only you and ScottishPower can see, so you need to access it directly through that link - you won’t be able to search for it through a search engine.

To log in, you’ll need to use your e-mail address and the password we e-mailed you. If you haven’t provided us with an email address already, you can log in using your account number, postcode and an email address.

If you have difficulty accessing your personalised website this may be because your computer is behind a firewall. To resolve this the computer also needs to be set up to accept cookies.

If you still can’t access your personalised website then please Contact Us.

 

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10. Can I save by switching to ScottishPower?

We want to make your energy choices clear and simple - and we want all our customers to get a fair deal. We have four tariffs available at anytime and we've tried to make choosing your tariff and joining us as easy as possible.

Let us help you find our best deal for you - it only takes a few minutes to compare our tariffs online and to see if you could save by switching to ScottishPower Get a Quote Now.

It’s best to have information about your current consumption and tariff to hand if possible. You can find this on your bill or Annual Summary. If you do we’ll be able to give you a more accurate quote.

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11. Why switch to ScottishPower?

At ScottishPower we want to bring you more than just YourEnergy.

We aim to make your energy choices clear and simple, and managing YourEnergy as convenient as it should be – through your online account, our free app and our UK-based call centres with freephone numbers.

We also want to help you save on your energy costs by providing energy efficiency advice, and through our Cancer Research UK partnership, if you switch to our Help Beat Cancer tariff we’ll give a donation to CRUK for every month you remain on the tariff.

There’s also some great features and benefits that you can enjoy as a customer, as standard – we call these YourExtras and they include:

  • A free Energy App that allows you to manage your energy account on the go.
  • An online Direct Debit Manager tool which gives you more control over your monthly payments
  • WithFreedom – the ability to move between our tariffs without paying an exit fee
  • UK based call centres, with a freephone numbers and a free callback service
  • An annual discount if you choose an online tariff and manage your account online
  • An annual Gas and Electricity Offer discount if we supply both gas and electricity to your home

Find out more about all our Gas and Electricity Tariffs and Discounts.

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12. I’ve just applied to switch to ScottishPower but I’ve changed my mind and want to cancel. What do I do?

We hope you’ll be very happy with your decision to switch to ScottishPower. Your welcome letter is full of information to help you decide if you’ve made the right choice for you.

However, if you’ve changed your mind and want to cancel your contract you must tell us within your cooling off period, which ends 14 days from the day after you receive your welcome letter. If you do this, we’ll do what we can to stop your supply switching to us or, if the switch has already taken place, we’ll transfer you back to your previous supplier as if you have never left them.

You can find details of how to cancel here.

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13. My Direct Debit /tariff has not been set up correctly, what do I do?

If your Direct Debit or tariff has not been set up correctly then please Contact Us immediately so that we correct it. For more information, have a look at our Direct Debit guide.

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14. I didn’t receive a request for my Opening Meter Reading(s), can I still provide them?

If you haven’t received a request for your meter readings you can still provide them up until 5 days after the date we start to supply you, otherwise we’ll estimate your meter readings (based on your usage with your previous supplier) to open your account.

If you’ve received a bill with an estimated start reading, please let us know your actual meter readings within 30 days of receiving it and we'll issue a revised bill based on these new figures.

Please note - your supply start date can be found in your welcome letter and also your Confirmation of Supply email or letter.

To provide your meter readings:

If you have an online account:

If you don’t have an online account you can register to Manage your Account Online now.

Or 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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15. Why didn’t I receive a welcome letter?

You’ll receive a welcome letter if you’re a new ScottishPower customer.

If you’re an existing ScottishPower customer and are switching to a new ScottishPower tariff or are moving home then you’ll receive a letter or email confirming your new ScottishPower tariff or address, rather than a welcome letter.

If you’re a new customer, you should receive a printed welcome letter within 7 days of making your application, if you haven’t received this then please Contact Us.

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16. Why have I received a letter about my current supplier objecting to my transfer to ScottishPower?

Your current supplier could object to the switch if you have any outstanding bills with them which you’ve not paid, or for other specific reasons.

If you receive an objection letter, you’ll need to contact your current supplier as soon as possible. If the objection is not resolved, we’ll not be able to complete your switch to us.

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17. When will my supply start with ScottishPower?

The transfer process can take up to 3 weeks from your application date.

We’ll tell you your estimated supply start date within your welcome letter and we’ll always confirm in a letter or email when your supply does start with ScottishPower. You can track the progress of your switch through your personalised website – access this using the unique address we’ve provided you with in your welcome email and welcome letter.

To log in to your personalised website you’ll need to use your e-mail address and the password we emailed you. If you didn’t provide an email address already, you can log in using your account number, your postcode and an email address.

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18. Why have you sent me a welcome letter when I've been with you for some time?

If you only have gas or electricity with us and have recently joined us for the other fuel, we'll open a new gas and electricity account for you. So the welcome letter is to welcome you as a gas and electricity customer and confirm the details of your new account including the Gas and Electricity Offer discount.

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19. Can I provide you with a correct reading for my final change of supplier bill?

If you’re switching to ScottishPower then we will ask for opening meter readings which we’ll send to your previous supplier so they can calculate your final bill. We’ll also use these as your first meter reading with ScottishPower and to set up your account as accurately as possible.

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20. My personalised website won’t accept my opening meter readings, what should I do?

We’re extremely sorry for the inconvenience, please Contact Us with your opening meter readings and we’ll make sure they’re added to your new ScottishPower account.

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21. How do I know if I have an Economy 7 electricity meter?

With an Economy 7 meter you will pay two different rates for electricity depending on the time you use it. Typically night time rates are cheaper. You can check if you have an Economy 7 meter by looking at your meter – it’ll have two sets of dials or readings (high and low or day and night). Or check your energy bill, if your meter is Economy 7 it’ll show both day and night unit rates, and your Meter Point Administration Number (MPAN) will start with ‘02’.

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