Your bill explained

We know energy bills can be confusing. That’s why we’ve broken down each part of your bill into simple explanations to help you understand how it’s worked out.

You’ll find information about your energy costs, meter readings, standing charges, tariffs, VAT and other common billing questions.

If you’re looking for a quick answer, start with our most common questions about your energy bill below.

We’ve made our bill easier to understand

We’ve redesigned our bill to help you:

• see how much you need to pay

• understand the costs included in your bill

• know what you need to do next

The new design was created using customer feedback and has been reviewed by independent experts, Plain Numbers.

The new bill is currently available to customers who receive a monthly bill or pay every three months. We’re also working on updated versions for Direct Debit and Pay As You Go customers. You can find out more about the new bill in our Your bill explained leaflet. A Welsh version of the new bill leaflet is also available.

Why have I received an estimated bill if I have a smart meter?

Having a smart meter doesn’t always mean we’ll have a meter reading available when your bill is created. If we haven’t received a recent meter reading, we’ll estimate your bill using the information we have about your energy use. This can happen if your smart meter has temporarily lost its connection, there’s a problem sending us your meter readings, you’ve recently switched energy supplier or we didn’t receive your latest meter reading before your bill was created. We’ll use the most recent information available until we receive an up-to-date meter reading. Need help sending us a meter reading? Visit our meter reading page.

Why is my energy bill higher than expected?

Your bill may be higher because you’ve used more energy, your previous bill was based on estimated readings, or we’ve recently received an actual meter reading and updated your bill. Changes in the weather, new appliances, or changes in your household can also affect how much energy you use.

Why have I received an adjusted bill?

Your last bill was based on estimated meter readings. We now have actual meter readings, either from your smart meter or from readings you sent us. We’ve used these readings to update your bill, so it reflects the energy you’ve actually used. You may notice some charges have been taken off your bill and replaced with updated charges. This is because we’ve worked out your bill again using the latest meter readings.

Why does my bill show VAT?

VAT is shown separately on your bill so you can see how much government tax is included in your energy costs.

What is VAT?

VAT is a government tax that is charged on domestic energy bills. The VAT rate is set by the Government and can change.

Why is VAT showing again on my new bill?

If your bill has been updated, the VAT amount may change too. You have not been charged VAT twice. VAT is updated whenever the charges on your bill change, so the amount shown reflects your updated bill.

How is my bill worked out?

We work out your bill using the energy you’ve used, your energy prices, any standing charges and VAT. We also take off any payments you’ve made, along with any amounts added to or taken off your bill.

How do you work out my electricity costs?

We work out your electricity costs by looking at how much electricity you’ve used and the price you pay for each unit of electricity (kWh). We then add your daily standing charge and VAT to work out the total amount you pay.

How do you work out my gas costs?

We work out your gas costs by converting the gas you’ve used into kilowatt hours (kWh). We then use the price you pay for each kWh, add your daily standing charge and VAT, and work out the total amount you pay.

The way we convert gas into kWh depends on the type of gas meter you have.

If you have a metric gas meter

If you have an imperial gas meter

You’ll find the gas units used and the information needed for the conversion on your bill. The calorific value can vary depending on the gas supplied to your area.

What is the difference between a metric and imperial gas meter?

Metric and imperial gas meters measure gas in different ways. A metric meter measures gas in cubic metres (m³), while an imperial meter measures gas in cubic feet (ft³).

Not sure what type of gas meter you have? Visit our How to read your gas and electricity meters support page.

What is a calorific value?

A calorific value tells us how much energy is in the gas supplied to your home. We use it to convert the gas you’ve used into kilowatt hours (kWh), which are then used to work out your gas costs.

What does kWh mean?

A kilowatt hour (kWh) is the unit we use to measure how much energy you’ve used. The more energy you use, the more kWh you use. Your gas and electricity costs are based on the number of kWh you’ve used.

What is a standing charge?

A standing charge is a fixed daily amount added to your energy costs. It helps cover the cost of supplying energy to your home and maintaining the energy network. You’ll pay this charge every day, even if you don’t use any energy.

If you’re a Pay As You Go customer, the standing charge is collected from your meter as a fixed weekly amount.

If you’re on a fixed price tariff, your standing charge stays the same for the length of your tariff.

If you’re on a standard variable tariff, your standing charge can change when the Ofgem price cap changes.

For more information, visit our standing charge webpage.

What is a bill period?

Your bill period is the length of time covered by your bill. It shows when the charges on this bill started and ended.

Where can I find information about my tariff?

You can find details of your tariff in your online account. You can also find out more about our range of tariffs on our website.

What is a fixed price tariff?

A fixed price tariff means the price you pay for your energy stays the same for the length of your contract. Your bill may still go up or down depending on how much energy you use and how you choose to pay.

What is a standard variable tariff?

A standard variable tariff means the price you pay for your energy changes every three months. This means your bills may go up or down, even if you use the same amount of energy. The price cap for standard variable tariffs is set by Ofgem. Find out more about energy price caps.

What is a multi-rate electricity tariff?

A multi-rate electricity tariff means the price you pay for electricity changes depending on the time of day you use it. For example, you may pay a lower price overnight. You’ll need a multi-rate meter to record when you use electricity so the correct price can be used when working out your bill.

What is a single-rate tariff for a multi-rate meter?

A single-rate tariff for a multi-rate meter means you have a multi-rate meter, but you pay the same price for electricity at all times of the day. For example, you pay the same price during the day as you do at night. This type of tariff may suit you if you don’t use much electricity during off-peak times, such as overnight. You can choose from a range of tariffs without replacing your meter. If you’re a ScottishPower customer, you can also switch between our tariffs without paying exit fees.

Where can I find my estimated yearly costs?

You’ll find your estimated yearly costs in the Tell me more about my tariff section of your bill. Your estimated yearly costs can help you understand what your energy may cost over the next year, compare tariffs and keep track of changes in your energy use over time.

If you have an online account, you can also view your energy use in graphs and tables. Sign in and select Your energy usage.

How are my estimated yearly costs worked out?

Your estimated yearly costs show what your gas or electricity may cost over the next 12 months. They’re based on the energy you’ve used over the last year, your current energy prices and includes VAT. If we don’t have up-to-date meter readings covering the last 12 months, we’ll estimate your energy use using the information we have about you and your property, including any meter readings you’ve given.

Can I get a copy of or print my bill?

Yes. If you have an online account, you can view, download and print bills from the last 14 months. Sign in to your online account and select View your bills and payments. Choose the bill you want, then select Download full PDF. If you need a copy of an older bill, call us on 0345 270 0700, Monday to Friday, 9am to 5pm.

Why does my bill only show gas or electricity?

If we supply both your gas and electricity, you’ll usually receive one bill covering both fuels. You may receive separate bills if: • your gas and electricity are on separate accounts

• you have different tariffs or payment methods for each fuel

• you’re a Pay As You Go customer with a prepayment meter.

If you’re a Pay As You Go customer, it’s normal to receive separate bills for your gas and electricity.

Where can I find details of the most recent transactions on my account?

You can view your recent transactions in your online account. Sign in and select View your bills and payments. You can also call our automated service on 0800 001 5115, anytime any day. Select Recent transactions and enter your ScottishPower account number, which you’ll find on your bill.

Why am I still receiving bills from ScottishPower after leaving?

You may still receive bills from us while your switch to a new supplier is being completed. We’ll continue to bill you for the energy we supply up to your switch date. Once your switch is complete, we’ll send your final bill. This can take up to 6 weeks.

Where can I find my ScottishPower account number?

If you pay by Direct Debit or have a Pay As You Go (prepayment) meter, your account number is in the top right-hand corner of the first page of your bill. If you get the new bill, you can find your account number on the first page of your bill, below the bill heading. If you have an online account, your account number is shown near the top of the screen, below your address. Account numbers are 11 digits long and are shown on most emails, letters and other communications we send you.

How can I add someone to my energy account?

To add another person as an account holder, please contact us. We’ll need: • their full name

• their date of birth

• their contact telephone number.

Why have I received a bill sooner than expected?

We usually send bills every three months. Sometimes we may send a bill sooner if we receive a meter reading or make a change to your account.

How can I see my latest bill?

You can view your latest bill in your online account or the ScottishPower App, usually within 24 hours of your billing date. If you receive paper bills, your bill should arrive in the post within five to seven working days of your billing date.

I’ve built up money on my Direct Debit account – can I get a refund?

With Direct Debit, we spread the cost of your energy across the year. This means you may build up money on your account during the warmer months when you use less energy. That money helps cover higher energy costs during the winter.

If you have more money on your account than you need, you can ask us to review your Direct Debit amount or request a refund. Please be aware that refunding money from your account may mean your monthly Direct Debit payments need to be reviewed.

The quickest way to request a refund is to use our refund request tool. You can also contact us through webchat, the ScottishPower App, or find other ways to get in touch.

Why do I get a bill if I am a Pay As You Go customer?

Even though you pay for your energy before you use it, you can still owe money on your account. This can happen if standing charges have built up on your account, or if you’ve continued to use energy after the money on your meter ran out.

Standing charges are added to your account every day, even when you’re not using energy. If there’s not enough money on your meter to cover these charges, money can build up on your account that you’ll need to pay later.

Why have I received a statement for my prepayment meter?

We send you a statement, at least once a year, to help you keep track of your account. It gives you a summary of how much energy you’ve used; how much you’ve added in top-ups and any standing charges on your account. This helps you check that your account is up to date.

Why do my Pay As You Go top-ups only show on the first bill?

If we’ve sent you more than one updated bill, your top-ups may only be shown on the first bill. This is because all your top-ups are added when the first bill is worked out. Later bills use the updated account information, so the same top-ups are not shown again. Your top-ups have not been missed or removed. They’ve already been included when working out your bill.

For more help with Pay As You Go, visit our Pay As You Go support page.