27th July 2021
Scottish Power generates electricity, all through renewable sources. Over the past couple of years, it has closed its coal-fired power stations and sold off its gas plants.
It now claims it's the first big company to generate only renewable electricity. Before that Scottish Power was already the largest producer of wind energy in the UK. Iberdrola Group operates over 40 wind farms across the UK, which produce over 2,500MW.
In December 2020, Scottish Power launched a new company to produce 'green' hydrogen by using energy from renewable sources rather than fossil fuels. It expects to make a significant contribution towards the government's goal of producing 5GW of low-carbon hydrogen by 2030. It can be used as fuel for industry and transport.
In the same month it also took on the customers of failed supplier Yorkshire Energy and in October 2020 the customers of Tonik Energy after it ceased trading.
Scottish Power came 24th out of 25 British energy companies, as rated by 7,460 members of the public in the annual Which? customer survey.
Scottish Power is the second-lowest ranked of the big traditional energy companies. Only finished with a lower score. This is the closest to the bottom of the table that Scottish Power has ever finished in our survey.
The times I have spoken to them they were not helpful.
High prices compared with others.
The graphic below shows the breakdown of its score from our latest survey.
Scroll down to find out how Scottish Power fares on complaints handling, how quickly it responds to customers and what customers think of its prices.
Last year Scottish Power ranked lowest of the big energy companies, but this time it isn't quite at the bottom.
Scottish Power’s customers rate the clarity of its bills, customer service and complaints handling as poor and its value for money as very poor. The only aspect for which it scored better was bill accuracy, earning a 'fair' rating based on customers’ feedback.
Official data from energy regulator Ofgem shows that it tied with British Gas in solving a lower percentage of complaints within two days than any of its other big rivals in the first half of 2020.
It resolved 48% of complaints in two days during this period. The best companies manage 90% or more - but the poorest performing firm, Sainsbury's Energy, managed just 18%.
It sells numerous fixed deals, including some that give a donation to Cancer Research UK, as well as online-only tariffs. Some have exit fees of £30 per fuel.
Its electric vehicle tariff has lower rates overnight to charge your car. You must have an electric or plug-in hybrid vehicle registered at your supply address to qualify.
Some customers are willing to put up with less good customer service for the right price. But Scottish Power is poor value for money, according to customers in our survey.
On the plus side, Scottish Power has shown big improvements in its call waiting times since 2019, according to our latest snapshot investigation into how long energy companies keep customers waiting. In September and October 2020, we called 31 energy firms 12 times each, on different days and at different times of day.
Last year Scottish Power was the slowest to answer the phone, with a median average wait time of 21 minutes 24 seconds. This year, it was the 8th fastest to answer, keeping customers waiting for a mere 2 minutes 28 seconds on average.
This was significantly faster than the average wait time across all providers (5 minutes 57 seconds).
They charge far too much and don't rectify issues.
Their bills are OK but I have no idea what I am being charged for.
It was faster for live chat, taking only 40 seconds to answer on average, although the service wasn't available a few of the times we tried. This makes it the third fastest responder using this medium.
Pros: One of the fastest to respond on live chat in our snapshot investigation
Cons: Very poor value for money according to its customers; slow to resolve to complaints
Yes, Scottish Power supplies customers with both standard and smart prepayment meters. It is currently installing smart pay-as-you-go meters. These let you top-up your credit using its app, and by as little as £1.
You can still top-up at the shop, using a barcode (which you can get in the app or by post). Customers can top-up at Payzone or the Post Office.
March: Scottish Power is paying 157,236 of its customers a total of £1.9m after overcharging them when they switched supplier or tariff between 2013 and 2020. It was one of 18 energy firms found by regulator Ofgem to have failed to uphold these rules. Over 1 million customers were affected.
Affected customers will receive £12.51 each, on average. This includes reimbursing customers and paying some compensation.
December: Scottish Power took on Yorkshire Energy's 74,000 domestic customers after the small supplier stopped trading.
Scottish Power set up a new division to produce 'green' hydrogen.
November: Scottish Power was being investigated by energy regulator Ofgem over whether it broke rules around its obligations to install smart meters in homes in 2019.
Scottish Power announced plans to nearly double its renewable generation. It said this means it will build new solar and wind power, and battery, infrastructure.
October: Tonik Energy customers were taken on by Scottish Power after the small provider went bust.
July: Scottish Power announced that it lost 120,000 customers in a year, so it then supplied around 4.75 million customers.
April: Scottish Power raised prices for the 900,000 customers on its standard variable tariffs. Direct debit customers paid £117 more per year, based on a medium energy user. Customers with prepayment meters paid £106 more per year.
September: Scottish Power was investigated for how it handled customer complaints, Ofgem revealed.
June: Scottish Power customers on its standard variable tariff saw their bills increase by 5.5% on average. It blamed higher wholesale costs, the cost of upgrading meters and delivering electricity from low-carbon sources.