Energy is an essential commodity. We depend on it to run our homes, businesses, hospitals and schools. 

Customer experience remains key and good customer service involves so much more than keeping the lights on, or the gas flowing.  It is about timely and accurate billing, seamless account management, product innovation, and offering choice and value. It means responding to enquiries and complaints – promptly, courteously and efficiently.

Once again this year the predominant issue for customers has been energy prices. While some suppliers, including ScottishPower, cut energy prices earlier in the year, all were forced to increase them again in the winter following a rise in the wholesale prices of gas and coal.

Wholesale energy prices look set to remain volatile during 2008, but ScottishPower will work hard to minimise the impact on consumers. We will strive to ensure customers are on the best package for their needs and promote our free energy efficiency services as widely as possible.

Energy efficiency is an area where tackling climate change and providing good customer service converge. Energy efficiency programmes help customers to reduce their fuel bills and reduce CO₂ emissions. Energy suppliers will continue to play a key role in these programmes through the Government’s Carbon Emissions Reduction Target. The industry is targeted with saving 154 million tonnes of CO₂ in the period from 2008-2011 at a cost of £2.75 billion.

We will also continue to harness new technologies, including key meters, smart meters and web-based services, giving customers more control over their energy than ever before.

Why have electricity and gas prices gone up?

For more information, click here.

Willie MacDiarmid, Impact Leader