Extra Help

If you need additional help managing your energy account, there a number of ways we can help. Discover the support available below.             Priority Services Register  Our Priority Services Register (PSR) can provide you with extra help managing your energy account. For example, we can send communications in alternative formats or provide help with your meter readings. You could be eligible for our PSR for a number of reasons – ranging from a chronic illness or disability to a change in your personal circumstances. Find out more    Financial help If you need help paying for your energy, there are several ways ScottishPower and other organisations can help. Find out more   Helpful organisations There are lots of organisations across the UK on hand to help if you require additional support and assistance. We’ve compiled a list along with their contact details, including help and assistance for consumer advice, mental health, home support and bereavement among others. Find out more   Bills, payments, and refunds Find out how to request a credit balance refund, read FAQs about your bill and discover how we work out your energy use. Find out more   Your rights Read our Customer Charter guides to help you get the best out of your ScottishPower account. These outline our obligations to you on topics such as your bill and customers requiring additional support. Find out more   Contact options to suit you There are lots of ways we can communicate with you to fit your needs. For example, via WebChat, in alternative formats like Braille or large print, and we also have a nominated person scheme. This means you can nominate another person, like a relative or friend, to receive bills and other communications for you. Find out more   Prepayment meters You can take more control of your energy with a prepayment meter. Simply pay for your energy as you use it. Find out more   Energy saving advice  You can make small changes to your energy habits to help cut costs. Discover simple ways to start saving energy at home. Find out more   Emergencies Find out who to contact if you have an emergency related to your energy for example, a powercut.  Find out more  

What is the eligibility criteria for the Warm Home Discount? There are 2 types of rebate: Core Group Discount and Broader Group Discount depending on your eligibility. Core Group Discount - If you're a ScottishPower domestic customer on 4th July 2021 (the qualifying date) and are receiving the Guarantee Credit element of Pension Credit (even if you get Savings Credit as well) in Scheme year 11 (which runs from August 2021 to March 2022), you don't need to apply to receive the rebate. You'll receive a letter before the end of 2021 from the Department of Work and Pensions telling you that you qualify for the Warm Home Discount and advising you what to do next. If you don't meet the criteria for the Core Group, you may still be eligible for the Broader Group rebate. The ScottishPower Broader group eligibility criteria has been approved by Ofgem, the energy market regulator. Find out whether you qualify for the Broader Group Warm Home Discount. When and how can I apply for Warm Home Discount and how will I know I've been selected? There are 2 types of rebate: Core Group Discount and Broader Group Discount depending on your eligibility. If you qualify for the Core Group Warm Home Discount, there's no need to apply - you'll receive a letter to confirm from the Department of Work & Pensions before the end of the year. If you don't meet the Core Group criteria you may be eligible for the Broader Group Warm Home Discount. The ScottishPower Broader group eligibility criteria has been approved by Ofgem, the energy market regulator. Find out whether you qualify for the Broader Group Warm Home Discount. Apply for the Broader Group Warm Home Discount when the scheme is open usually between August and December or such other date as specified online by ScottishPower. Please remember to have your ScottishPower electricity account number to hand. We'll send you a confirmation e-mail or letter after your application is submitted with your unique reference number. We may ask you to provide evidence that you meet the qualifying criteria before any payment is made. If we do, please ensure you do so within the timescales provided. We'll apply this rebate directly to your electricity account between January and March 2022 and you'll see this appear in the Other Charges section of electricity your bill. If you have a prepayment meter, you will receive a barcoded voucher to the value of £140. When and how will the Warm Home Discount payment be made? If you're eligible to receive the rebate, we'll apply it directly to your electricity account by March 2022 and you'll see this appear in the Other Charges section of electricity your bill. If you have a prepayment meter, you will receive a barcoded voucher to the value of £140. If you qualify for the Core Group and have moved to a new supplier before the qualifying date of 4th July 2021, your new supplier will apply your rebate. If you move to a new supplier after that date we'll apply your rebate to your final account balance. If you've received a letter from DWP but haven't received your payment by 1st April 2022 please Contact Us quoting your unique reference number given on your letter from DWP. If you qualify for the Broader Group and have moved to a new supplier before your rebate has been applied to your electricity bill, you'll no longer be eligible for the payment. You'll need to apply to your new supplier instead. Eligibility criteria may differ between energy suppliers. I applied in the time frame and  believe I met the criteria for the Broader Group but haven't yet received the rebate, what do I do now? The rebate will be applied to qualifying Broader Group applicant’s electricity account by 31st March 2022. It will appear in the Other Charges section of your bill. . If you have a prepayment meter, you will receive a barcoded voucher to the value of £140. We may ask you to provide evidence that you meet the qualifying criteria before any payment is made. If we do, please ensure you do so within the timescales provided. If you've made an application but haven't received your payment by 1st April 2022 or a letter advising you do not meet criteria so payment will not be paid please Contact Us quoting your unique reference number given on your application and within your confirmation e-mail (if you provided an e-mail address). Can I ask for a refund of my Warm Home Discount? The Warm Home Discount payment is intended to help with energy costs during the winter months when bills may be higher. You can often build up a credit balance through the summer months putting your account in credit and it may be a good idea to leave this balance on your account to pay for the extra energy you'll use during the winter. Find more information on Credit Balance Refunds. Who won't qualify for a Warm Home Discount? The rebate is paid to your domestic electricity account, therefore you can't apply for a Broader Group Discount payment if you only have a gas account with ScottishPower. Following receipt of a Warm Home Discount payment on to your ScottishPower electricity account you can request the rebate be transferred to your ScottishPower gas account. Can I get my Warm Home Discount rebate put on to my gas account? If you have a dual fuel account with ScottishPower receiving one bill there is no requirement to get your balance transferred. If you are a PPM customer you will receive a barcoded voucher to top up your ScottishPower account so there is no requirement to contact us. If you have twin electric and gas accounts (unlinked) with ScottishPower at the same address you can make a request to transfer your WHD payment to your gas account by calling our customer service team and providing your WHD reference number. Requests will be actioned on conformation you meet WHD criteria and are due a payment. Only the full £140 rebate can be transferred.    

Support for vulnerable customers The Warm Home Discount is a programme of support aimed at households who may struggle to pay  their energy bills. The scheme was introduced by Government on 1st April 2011 and will run until 2022. Electricity suppliers will deliver the scheme and will primarily help qualifying customers by providing rebates on electricity accounts to help when bills may be higher over the winter period. Some customers will qualify automatically for a rebate and if you do you’ll receive a letter from the Department of Work and Pensions telling you this. Otherwise you can apply to ScottishPower for the rebate if you meet certain eligibility criteria.  Find more information on whether you qualify for the scheme below, in the section titled ‘Are you eligible for a Warm Home Discount rebate during 2021/2022?'. In the eleventh year of the scheme which commences on  1st April 2021  the annual rebate will be £140. The £140 rebate is inclusive of VAT so, if you qualify for the scheme, the rebate will show on your bill as a credit amount of £133.33, before VAT is applied. If you have a Prepayment electricity meter you’ll receive a bar coded voucher to the value of £140 credit. If you’ve applied for the rebate payment and are eligible to receive it, your rebate will be made by 31st March 2022. Are you eligible for a Warm Home Discount rebate during 2021/22? Customers who automatically qualify for the Warm Home Discount Core Group rebate: If you’re a ScottishPower domestic customer on the qualifying date 04 th July 2021 and are receiving: the Guarantee Credit element of Pension Credit (even if you get Savings Credit as well) You don’t need to apply to receive the rebate as you’ll receive a letter from the Department for Work and Pensions during 2021 confirming that you qualify for the Warm Home Discount rebate and advising you what to do next. If you or your partner were in receipt of Pension Credit Guarantee Credit on the qualifying date 04 th July 2021  and believe you may qualify for the rebate but have not received a letter by  December 2021, please contact the Warm Home Discount Scheme helpline.  Telephone: 08007310214, Monday to Friday, 8:30am to 4:30pm. This helpline is for Pension Credit Guarantee Credit customers only. The deadline date to claim a Warm Home Discount Scheme rebate for Pension Credit Guarantee Credit  customers is the 28 th February 2022. Please ensure you contact the helpline prior to this date in order for you to not miss out. Warm Home Discount Broader Group application process - Application Process Closed!  Customers who do not automatically qualify for the Core Group Rebate may apply for the Warm Home Discount Broader Group Rebate if they meet certain criteria; To qualify for the ScottishPower Warm Home Discount Broader Group rebate, you must be a domestic ScottishPower account holder and you or another member of your household must be in receipt of: Income Related Employment Support Allowance; Income Based Jobseeker’s Allowance; Income Support; or Universal Credit and has earned income between zero and £1,349 in at least one of the twelve preceding assessment periods. or, if the following applies you may also qualify, if Your total gross household income is less than £16,190 AND your household also meets at least one of the following criteria: There is a child permanently living in your household who: is 5 years or under ; or is 18 years or under in full time education ; or Is entitled to free school meals;   You or another member of your household:   receives Child Tax Credit or Working Tax Credit which includes a disability element or severe disability element, disabled child element or severely disabled child element or family element or Universal Credit Equivalent; receives an Income Related Benefit which includes a disabled child premium, disability premium, severe disability premium, enhanced disability premium or Universal Credit Equivalent; receives Pensioner Premium, Higher Pensioner Premium or Enhanced Pensioner Premium; is in receipt of the limited Capability for work and work-related activity as construed in accordance with regulations 39 and 40 of the Universal Credit Regulations 2013(a); is in receipt of the disabled child element; receives Disability Living Allowance (DLA), Personal Independence Payment (PIP); Incapacity Benefit or Attendance Allowance; is aged 65 or over; your household's annual energy spend is, more than 10% of the annual income. If you or someone in your household meets the Broader Group criteria above, the relevant person can apply for a Warm Home Discount Broader Group rebate. You can apply online, by following the link below or contact us directly. Apply for Warm Home Discount Here Please note, to verify eligibility for the Warm Home Discount Scheme, ScottishPower may: Share the information contained in your application with the Department for Work and Pensions to confirm you are in receipt of a qualifying benefit, Alternatively the applicant may be contacted by letter by ScottishPower or a company working on ScottishPower’s behalf  and asked to provide documentary evidence of the benefits received. If the required evidence is not provided within the timescales requested, the rebate will not be paid. For applicants who qualify and apply for the rebate online while the application process is open the rebate will be paid by 31 st March 2022. If your circumstances change after you apply you must let us know as you may no longer be eligible for the rebate Please note, that the household must have a ScottishPower domestic electricity account when the Broader Group rebate is paid. Only one rebate will be made per electricity account. If you change energy supplier between applying for the Warm Home Discount scheme and the rebate being paid, you will no longer be eligible for a rebate under the ScottishPower Warm Home Discount Scheme and you will need to apply to your new energy supplier for a rebate under the Warm Home Discount scheme. Eligibility criteria might differ between energy suppliers. If you receive both your electricity and gas from ScottishPower, on receipt of payment you may ask for the Warm Home Discount to be transferred on to your gas account.