Coronavirus (COVID-19) information for ScottishPower customers

[#1]

The COVID-19 pandemic remains a challenging time for everyone. We want to reassure you that we’re here to support you as best we can. Our call centres are working as normal and you can use webchat and email to contact us too. We also still recommend using our website or app where possible - this is the fastest way to manage your energy.

Have any questions or concerns? Please find advice relevant to you in our COVID-19 FAQS below.

For advice specific to you, please see the below options:

• Prepayment customers click here
• Direct Debit customers click here
• Cash or Cheque customers click here
• Energy Services: Boiler Breakdown | Plumbing Drains and Electric | Appliance Care | Electric Vehicle Charging | Smart Thermostat click here
• Smart Meter Appointments click here
• Small Business customers click here

 

Priority Services Register – supporting our most vulnerable customers

The Priority Services Register is a free service for our most vulnerable customers or those with additional requirements. It provides a range of services to help you manage your energy account if you need extra support.

You are eligible if you:

• are of pensionable age
• are disabled or chronically sick
• have a hearing or visual impairment or additional communication needs
• have another type special need
• have had a change in personal circumstance (e.g. a bereavement or divorce)

You can join our register here www.scottishpower.co.uk/sppsr

Affordability issues

We understand that this is a challenging time for everyone. By following government advice to stay at home, you could be using more energy than normal to heat your household and power your appliances, which may result in your bills increasing. If you’ve been financially impacted due to the current circumstances and are struggling to pay for your energy bills, we’re here to support you. Please contact us - there are ways we can help depending on your circumstances, including:

• Reviewing monthly payments
• Longer time to pay
• ScottishPower Hardship Fund

 

Prepayment customers

We know that as a prepayment customer, you may have additional concerns about your energy supply. We want to reassure you we’re doing everything we can to help. Remember that topping up your prepayment meter is within the government guidelines as being essential, so you or somebody else are able to leave home to do this.  Please ensure you follow all social distancing advice.   

Below you’ll find frequently asked questions to help you manage your energy supply and avoid any unnecessary disruption. Please keep checking back to this page as we continue to provide updates. 

Please also make sure your personal contact details are up to date.  This will help us get important information about your account directly to you.  

Given the current coronavirus guidance, we’d suggest that you keep your prepayment meter topped up with additional credit at this time, where you can afford to do so.

• As a prepayment customer, what online functions can I use? 
• I have been told to self-isolate, how will I be able to top up?
• I am already in self-isolation and I have run out of credit. What should I do?
• I am already in self-isolation and I'm worried about my energy supply. I don't have anyone that can ...
• Can I top up more than the normal £49 limit per transaction?
• I have a smart prepayment meter. My top up has not been credited and I am in self-isolation, what sh...
• What happens if my local shop where I normally top up is closed?
• I am self-isolating and/or because of coronavirus I am unable to work. I don’t have any money to top...
• My meter is showing an error message. What should I do? 
• I have a fault with my meter and have lost my supply, who should I contact?

For any other questions relating to your prepayment meter, please click here 

As a prepayment customer, what online functions can I use?

There are several things you can do online to make life easier. You can order a new key or card online to top up. If you notice a fault code on your meter, we have a guide to fix the problem, which is available when you log in.

If you have a smart meter, you can top up your meter via the app and check your energy consumption.

By providing us with contact details, we can keep you updated with important information via email and SMS. You can provide these details by registering for an online account through the website or app.

Back to top

 

I have been told to self-isolate, how will I be able to top up?

Do you have a friend, neighbour or family member who can top up for you?  We’d encourage you to ask them to top up with a little more credit than normal. This will help you manage your supply even if you can't make it to a top up outlet as regularly as you would normally.

Back to top

I am already in self-isolation and I have run out of credit. What should I do?

Do you have a friend, neighbour or family member who can top up for you? We’d encourage you to ask them to top up with a little more credit than normal. This will help you manage your supply even if you can't make it to a top up outlet as regularly as you would normally.

Back to top

I am already in self-isolation and I’m worried about my energy supply. I don't have anyone that can help me, what should I do?  

If you have gone off supply, please call  us on 0800 027 0072. Please note, we are now operating a reduced service and can only answer emergency calls, such as customers who are at risk of going off supply.

Back to top

Can I top up more than the normal £49 limit per transaction? 

While you can only top up £49 per transaction, you can make multiple transactions while you are in the top up outlet. That means you can top up £49 and then another £49, should you wish to.

Your electricity meter can hold a maximum credit value of £249 at any one time and your gas meter can hold £999.

Please note, if you have a smart prepayment meter, you can top up £200 in a single transaction. The maximum amount your smart gas and electricity meters can hold is £500.

Back to top

I have a smart prepayment meter. My top up has not been credited and I am in self-isolation, what should I do?

You will need to enter your Unique Transaction Reference Number (UTRN) manually into your meter. To find this, please check your outlet receipt or the email you will have received after topping up via the app.

For any other questions related to your smart prepayment meter please click here.

Back to top

What happens if my local shop where I normally top up is closed?

As the situation continues to change, we understand that some shops may need to close. If this happens, please visit paypoint.com or postoffice.co.uk to find an alternative vendor near you. 

Back to top

I am self-isolating and/or because of coronavirus I am unable to work. I don’t have any money to top up my meter, what should I do?

We understand that customers may be financially impacted over a period of self-isolation or due to a business closure.If you have gone off supply, please call  us on 0800 027 0072. Please note, we are now operating a reduced service and can only answer emergency calls, such as customers who are at risk of going off supply.

We would also recommend contacting the National Debt Line on 0808 808 4000.  They’ll be able to offer support on energy debt and offer wider financial advice. 

Back to top

My meter is showing an error message. What should I do?   

We would ask you to check the following guidance on meter errors here.  Please follow the instructions relating to your meter, which should fix the issue.

If that does not work then please call us on 0800 027 0072.

Back to top

I have a fault with my meter and have lost my supply, who should I contact?

We continue to work closely with meter operators to ensure the safety of our customers. If you experience a fault with your meter resulting in loss of supply, please contact us with your fault code.

Back to top

Direct Debit customers

I have been made redundant/my hours have been reduced due to the coronavirus outbreak and I am now unable to pay all or some of my monthly Direct Debit.  What should I do?  

We know that these are challenging times and many of our customers' households have been impacted , but we ask that you don’t cancel your Direct Debit if you can avoid doing so. If you’re worried about paying your energy bill, our Direct Debit Manager tool will  allow you to manage your monthly payments. 

Click here to access our Direct Debit manager tool

Please note, we recommend only reducing your monthly Direct Debit if necessary. This is because you’ll still need to pay for the energy you use during this time.  That means your account may be in arrears after reducing your monthly amount resulting in you having to pay more later. Your account will be reviewed over the coming months and we will be in touch prior to making any changes.

To discuss other suitable payment support options, please call us on 0800 027 0072

Back to top

 Why have you requested an increase in my Direct Debit payments?

Increases to Direct Debit payments reflect changes to the way you use energy.  For example, you might be working from home or self-isolating and using more energy.  Or you may have previously chosen to reduce your Direct Debit amount and we have now reviewed your account and have requested an increase to avoid your account building up debt or to repay any arrears which you have accrued.

Back to top

Cash or Cheque Customers

I need to make a payment and I can’t leave my home or get through to your call centre. What should I do? 

You can make a debit card payment to cover your full outstanding balance online through your online account. You can enter your payment here or, if you don’t yet have an online account, you can register here. 

Back to top

I am struggling to pay my weekly, monthly or quarterly bill? 

If you’re struggling to pay your bill, you can change your payment method to Direct Debit. This means you’ll spread your costs over 12 months

Click here to set up payment by Direct Debit

To discuss other suitable payment support options, please call us on 0800 027 0072

Back to top

My tariff is ending, and I can’t get through to your call centre. What should I do? 

It’s quick and simple to choose a new tariff online. Simply visit here and take your pick.  

Back to top

I have a meter reading appointment scheduled. Will this still go ahead?

Rest assured, we're doing everything we can to ensure your safety if we call to get a meter reading from you. We're following government guidance and have introduced precautions when we visit your property such as wearing face masks and sanitising on entering and leaving your home or business. Gloves will be used whenever necessary. It's also quick and easy to go online and submit your meter reads.  Click here to enter your meter readings online. 

Back to top

Energy Services: Boiler Breakdown | Plumbing Drains and Electric | Appliance Care | Electric Vehicle Charging | Smart Thermostat

If you’re feeling unwell or you’ve self-isolated, please let our team know when you make the appointment.

 

I have boiler care with ScottishPower and have an issue with my boiler. Can I still get help?

Yes. Our experienced partners, Domestic & General, are continuing to provide this service for customers with a boiler that has stopped working. So, if you’re experiencing a breakdown or emergency that is included in your maintenance plan or policy, then please call 0800 001 5214 for Boiler Maintenance & Support Plans or 0800 027 1444 for your Boiler Repair Insurance policy.

Back to top

 

I have an issue with my plumbing, drains and electrics and have insurance cover with ScottishPower. Can I still get help?

Yes. Our experienced  partner, AXA, are continuing to provide this service. So, if you’re experiencing an emergency that is included in your policy, please call 0800 027 4645

Back to top

 

I have an appliance care plan with ScottishPower and the appliance has stopped working. Can I still get help?

Yes. Our experienced  partner, Domestic & General, are continuing to provide this service where possible. So, if you’re experiencing a breakdown or emergency that is included in your maintenance plan please call 0800 027 5008

Back to top

I want to buy a ScottishPower Smart Thermostat and have this installed, is this still available at this time?

We will recommence Smart Thermostat sales and installations when we get back to normal following the Coronavirus lock-down. If you have already ordered a Smart thermostat but haven’t yet had it installed, please be patient ScottishPower will be in touch with you in the near future to advise further.

Back to top

 

I want to arrange the installation of a ScottishPower Smart EV Charge Point at my home. Can I still book one?

Yes, you can still buy our Smart EV home charger by visiting https://quote.scottishpower.co.uk/electric-vehicles/charger. Once your purchase is complete you will receive a welcome email with full details as well as next steps for gathering your pre-installation survey information.

Back to top

Smart Meter Installation Appointments

I live in Scotland; can I have a smart meter installed?

In keeping with the Scottish Government’s update to COVID-19 restrictions, we can safely resume smart meter installations from 26th April 2021. 

To book a convenient appointment, please click here.

Rest assured, we’ll do our best to work safely during appointments. Discover more here. We’ll also be in touch before the appointment with more information about what to expect on the day.

Please note, we’re monitoring government advice relating to COVID-19 and will inform you if any changes to restrictions will impact your appointment.

I live in England; can I have a smart meter installed? 

In keeping with the Government's "Working safely during COVID-19" guidelines, we can currently safely install smart meters in England.

To book a convenient appointment, please click here.

Rest assured, we’re doing our best to work safely during appointments. Discover more here. We’ll also be in touch before the appointment with more information about what to expect on the day.

Please note, we’re monitoring Government advice relating to COVID-19 and will inform you if any changes to restrictions will impact your appointment.

I live in Wales; can I have a smart meter installed? 

In keeping with the Government's "Working safely during COVID-19" guidelines, we can currently safely install smart meters in Wales.

To book a convenient appointment, please click here.

Rest assured, we’re doing our best to work safely during appointments. Discover more here. We’ll also be in touch before the appointment with more information about what to expect on the day.

Please note, we’re monitoring Government advice relating to COVID-19 and will inform you if any changes to restrictions will impact your appointment.

We're COVID-19 Secure

We confirm we've complied with the government guidance for managing the spread of COVID-19. You can download our certificate here

We have also carried out risk assessments for our work activities related to entering a customer’s property and have identified and established all appropriate control measures. These have been communicated to all of our engineers.  You can download our risk assessments below.

COVID- 19 Secure Risk Assessments

https://web-content.scottishpower.co.uk/files/pdf/covid/Risk_assessment_normal.pdf

https://web-content.scottishpower.co.uk/files/pdf/covid/Risk_assessment_essential.pdf

Test and Trace

At ScottishPower, we fully support the NHS Test and Trace service. It ensures that if you develop symptoms of coronavirus (COVID-19), you can get tested quickly to find out if you have the virus, helps trace recent contacts of anyone who tests positive and, if necessary, notifies them that they must self-isolate at home to help stop the spread of the virus.

If you have tested positive for coronavirus and believe you have come into contact with a ScottishPower member of staff, please bring this to the attention of Test and Trace when asked.   Test and Trace will then contact ScottishPower if they believe there has been contact with a member of our staff.

Test and Trace may also decide to contact ScottishPower if a member of our staff tests positive, to identify potential customers who may have come into close contact through our work activity. In such circumstances, ScottishPower will rely on the expertise of the Test and Trace process to make any necessary contact with customers who may have been in contact with our staff member.

TEST & TRACE CONTACT NUMBER FOR SCOTTISHPOWER - 0141 614 8980

Please note this number is only to be used for official NHS Test and Trace purposes.

If you are experiencing symptoms of coronavirus, you can book a test by visiting self-referral.test-for-coronavirus.service.gov.uk/antigen/name.

To help protect others, you can download the official NHS COVID-19 contact tracing app if you live in England or Wales, or the Protect Scotland app if you live in Scotland. Both are available from the App Store or Google Play.

I have booked a smart meter installation, will my appointment still go ahead following the
latest COVID-19 restrictions?

At ScottishPower we are closely monitoring Government advice relating to COVID-19 and will inform you if any changes to restrictions will impact your appointment. 

We are currently able to carry out appointments safely in some areas of the UK.  This is provided neither the engineer, nor anyone in the household, is hsowing symtoms or has a confirmed positive test for COVID-19.

Rest assured, we’re doing everything we can to work safely during appointments. Our engineers
must follow COVID-19 secure protocols, which includes maintaining a 2m distance where possible, wearing protective equipment and cleaning their hands and any surfaces they touch.

In everything we do, the health and wellbeing of our customers, employees and the extended community remains our priority.

Back to top

Smart Thermostats

• I have a general enquiry about my existing Smart Thermostat, can I still get help?
• I have a fault with my Smart Thermostat, can I still get help?

 

I have a general enquiry about my existing Smart Thermostat, can I still get help?

Yes, however, we are trying to leave our phone lines free for our most vulnerable customers, so do ask that you can please send an email for any non-urgent queries to smarthome@scottishpower.com and we will aim to respond to you within two working days

Back to top

I have a fault with my Smart Thermostat, can I still get help?

Yes. Our experienced partner HomeServe, is continuing to provide an emergency service where possible. So, if you're experiencing a breakdown or emergency relating to your Smart Thermostat install please call 0800 073 2173 between 5pm and 9am Monday to Friday and all day Sat / Sun.

Back to top