Supporting customers through a tough winter
Despite the introduction of the UK Government’s Energy Bills Support Scheme, there are many who will still struggle to heat their homes. Ellie Evans discovers the additional help available
One of the additional support measures the UK Government has introduced is a £400 energy bill discount, known as the Energy Bills Support Scheme. Energy suppliers are applying the discount to every household they deliver electricity to, over six months from October 2022, and the money will not need to be paid back.
In addition, Scottishpower is doing everything it can to help customers who, in many cases, even with the UK Government’s new Energy Price Guarantee, are experiencing higher bills than they’ve ever seen.
“We as a company are very focused on how we help our customers because we still have to recognise the price for gas and electricity has gone from being £1,200 last year for an average household to £2,500.
“People are still having to pay a lot more money than they used to, and there will still be people who will struggle with their energy bills, even though the government has stepped in and given a huge amount of support,” explains Keith Anderson, chief executive of Scottishpower.
HELP FOR THOSE ON BENEFITS AND MORE
The company has boosted its own aid, with a dedicated “affordability team” of specially-trained advisors and a pot of £5 million that’s been set aside for the most vulnerable, which can be used to help pay off outstanding energy bill debt that may have built up over time.
You could qualify for help from the Scottishpower Hardship Fund if you meet the terms and conditions and you’re receiving Income Support, Job Seekers Allowance, Pension Credit, or Employment and Support Allowance.
You may also qualify if you have a low household income, or if there are special circumstances which could make you eligible – such as your income being reduced because of illness. (See the article Assistance available for those in need, right, for more details.)
“We’re still very focused on making sure that if customers have any concerns, they get in touch with us – we can discuss their payment plan, we can put help in place for them and we can give them access to other agencies.
“We need to make sure those services and that help is there for all of our customers because we need to help them get through this winter.”
STRENGTHENED SUPPORT
The company has strengthened support for customers this year with a dedicated Affordability Team of specially trained advisors to help the most vulnerable access the help they need.
“They’ve undergone intensive training, and we’ve upskilled the rest of our call handlers too,” explains Andrew Ward,
Scottishpower’s chief executive of UK Retail.
“We’re asking customers with more routine queries to use our web chat or online services where they can, to help our staff answer as many of those more urgent phone calls as possible.
“We’ve also updated our website with more in-depth information on the help and support that may be available.”
Simple tips to reduce energy expenditure include managing your direct debit payments, installing a smart meter to track your energy use or entering regular meter readings to ensure you only pay for the energy you use.
Scottishpower’s website also includes energyefficiency hints and tips you can start adopting today to make a real difference to tomorrow.
See www.scottishpower.co.uk/ energy-efficiency