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Coronavirus (COVID-19) information for ScottishPower customers

Following the latest advice issued by the UK Government, we are now operating a reduced service in our call centres. To continue helping those in need, we ask that customers only call us in the event of an emergency, such as customers with Prepayment meters who are at risk of going off supply. Otherwise, please use our website and app.  We need to keep the very limited telephone lines open for customers that need to speak to us, please do not phone unless your supply is at risk.

Now more than ever it’s important to register online so we can keep you updated via email and SMS. If you don’t have the ability to use our online services you can email us at contactus@scottishpower.com.  Your email will be placed in a queue to answer.  Moving forward, the most practical way to manage your energy account is to take the time and become an online customer. It doesn’t matter how you pay for your energy, our online services are available to all customers.

You can manage your account online 24/7. By using our digital services you are recognising that there are other customers who really need our urgent help.  With your support, our reduced call centre employees can continue to help our most vulnerable customers. Thank you for your understanding. Please register for your online service here. You can then manage your bill, make and amend regular payments and renew or change your tariff.  That way, we can easily communicate with you as we move together through this unprecedented time. We have also provided frequently asked questions below to answer your queries.

We appreciate this is an anxious time, so we want to reassure you we are doing all we can to guarantee the safety of all our customers and employees. We continue to closely monitor the changing situation across the UK and will update this page as and when it’s appropriate.

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

  • Prepayment customers click here
  • Direct Debit 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

 

Affordability issues

We understand that you may be financially impacted if you need to self-isolate. If you’re finding it hard to pay for your energy, please contact us. There are ways we can help depending on your circumstances, including:

  • Reviewing monthly payments
  • Greater 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. 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.

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.

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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.

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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.

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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.

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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.

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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.

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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. 

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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. 

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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.

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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.

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Direct Debit customers

 

Important information for Direct Debit customers

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, please know that we are working hard to support you. We’ll be providing more information over the coming days about new flexible payment options, such as payment holidays and reducing Direct Debits which you may be eligible for. Please keep checking back to this page for further information.
 

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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.

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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

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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

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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.

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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.

Please note that we are currently unable to offer installation dates in April due to the guidance issued by the UK Government on CORVID-19, to ensure the safety of both our staff and customers. We will keep in touch with you as this guidance changes. If you have any questions regarding this, please email us at evenquiries@scottishpower.com and we will aim to respond to you within two working days.

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Smart Meter Installation Appointments

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

 

Can I still get a smart meter installed?

In response to recent advice provided by the Prime Minister in relation to COVID-19, in order to protect our customers and our meter installers, we have taken the decision to stop all non-essential meter installations from Wednesday 25th March. If you already have an appointment with a date of 25thMarch onwards, unless in the case of an emergency meter exchange, we will aim to contact you in advance of your appointment date to notify you of the cancellation, and we will be in touch at a later date to re-schedule your appointment.

Where emergency meter exchanges must go ahead, please be assured that our installers have health and safety equipment and new protocols to protect both them and our customers to allow them to carry out your installation as safely as possible.

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Smart Thermostats

 

 

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

Unfortunately, as we are now operating a reduced service in our call centres, we 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.

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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.

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Updated by Gordon | 27 Mar 20

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