Infomation from Scottish Power
You can read their latest updates at http://www.scottishpower.co.uk/coronavirus.
Reply from Scottish Power to myself, dated 18 March 2020
Dear Bob
Thank you for contacting us regarding energy advice for people living with long term conditions, carers and vulnerable individuals to help support them while they’re in a period of self-isolation.
Please see the below advice and measures we have put in place. The information can also be found here: http://www.scottishpower.co.uk/coronavirus.
Prepayment Meter Customers
Given the current Coronavirus (COVID-19) guidance, we’re encouraging customers to keep their prepayment meter topped up with additional credit at this time, where they can afford to do so.
Closure of vendors
We understand that there could be circumstances that result in some vendors becoming unavailable to customers over this period, therefore we have a two-step approach on how we can best support customers affected by this:
- Customers can access the details of their nearest alternative vendor either from the PayPoint website (http://www.paypoint.com/), Post Office website for traditional meters (http://www.postoffice.co.uk/.) or via our dedicated Customer Service team (phone/web chat).
- Where a customer is unable to visit a vendor, we can send a key/card directly with credit available (traditional prepayment meters), or send a remote message to add credit (Smart prepayment meters). The amount of credit will be assessed individually based on the customer’s circumstances to ensure they remain on supply and we will agree appropriate repayment arrangements.
Unable to top up because of illness
During this time, we understand that customers may find themselves in a position where they are not well enough to top up their meter and don’t have the support of a family member or neighbour. Where this is the case, we can issue a key/card directly with credit available (traditional prepayment meters), or send a remote message to add credit (Smart prepayment meters). The amount of credit will be assessed individually based on the customer’s circumstances to ensure they remain on supply and we will agree appropriate repayment arrangements.
Credit and Prepayment Meter Customers
Affordability issues
We understand that customers may be financially impacted over a period of self-isolation. Depending on their situation, we can offer customers advance credit or pause payments towards bills and debt repayments. When and how much they will pay back will be agreed when we speak to them.
For customers in more long term financial hardship or, if appropriate, depending on their circumstances, we will signpost them to organisations such as the National Debt Line. This organisation offers support that not only focuses on energy debt but also provides wider financial advice such as budgeting, benefits checks and dealing with creditors.
Meter faults
Please be assured that ScottishPower are working closely with meter operators to ensure the safety of our customers and staff remains paramount during this time. Should any customer experience a fault with their meter resulting in a loss of supply, they can of course contact our dedicated Customer Service team with their error code (if applicable) who will be happy to help.
Finally, we would ask our customers, where possible, to set up an online account and/or download our app through http://www.scottishpower.co.uk/. so they can get help and advice quickly from our advisors through the in-app function. By doing this, they can also order a new key or card and resolve certain meter errors. This will help keep our lines free for customers who need our help most.