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Bereavement FAQs

  1. What happens if there is a credit on the energy account of the deceased?

We will send a refund via cheque, in the name of the deceased, to be cashed against their estate.

  1. What happens if there is an outstanding balance on the energy account of the deceased?

The final bill will be issued to whoever is dealing with the deceased person’s affairs. If we don’t receive payment, we may need to pass details of the account to an agency specialising in this area.

  1. What should I do if I’m struggling to manage the finances of the deceased?

We understand that changes in circumstances may make it difficult to pay bills. Please be assured that there is help and support available to you. Please visit StepChange Debt Charity at stepchange.org  or contact 0808 138 1111. Their lines are open Monday to Friday 8am to 8pm, and Saturday 8am to 4pm. StepChange Debt Charity can offer free and independent debt advice about energy or other bills, and can help you to work out a budget and to plan to pay off any arrears.

  1. What happens with the Warm Home Discount?

If the deceased received a letter from the Department of Work and Pensions (DWP) to confirm they qualify automatically for a rebate through the Warm Home Discount (WHD) the payment will still be credited to their account or estate for that year’s WHD scheme.

Occasionally, the DWP may require confirmation of the deceased person’s energy supplier before they can make the WHD payment. In this instance, the DWP will send a letter requesting the person responsible for dealing with the deceased person’s affairs to call the helpline to verify their details. The DWP will then be able to make a payment to the deceased person’s account or estate.

If the deceased did not receive a letter from the DWP but applied to ScottishPower for a WHD rebate, they will not receive payment if they passed away before any payment could be made.

  1. The deceased owned the property but it’s vacant - why am I still receiving energy bills?

We will issue a bill every 90 days until we are notified that the deceased person’s property has been sold. The bill will cover any energy used in the property, along with standing charges. You can help keep energy bills accurate by providing us with regular meter readings.

For information on how to provide a meter reading, click here.

If you are a smart meter customer, please click here.



Updated by spower | 29 Mar 22

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