ScottishPower is expanding its partnership with social enterprise The Wise Group to offer vulnerable customers heated blankets, draught excluders and practical support with heating costs as temperatures fall.
The energy supplier said the initiative is designed to reach people who may not otherwise contact their supplier for help. Support includes dedicated mentors, energy advice, smart meter guidance, benefits entitlement checks and help managing debt. Eligible customers may also receive winter warmer packs containing practical items.
Wider help beyond energy bills
Andrew Ward, CEO of ScottishPower's Customer Business, said: "We know that many households continue to face financial pressures, particularly as we head into winter. While support with energy bills is important, people often need wider help and advice to improve their situation in the longer term."
"That's why our partnership with The Wise Group is so valuable. They can help us provide support to people who otherwise may not engage with us directly," he added.
The Wise Group will provide independent support tailored to individual circumstances, including energy advice, guidance on using smart meters, benefits entitlement checks, non-monetary assistance with debt difficulties, practical items such as heated blankets and draught excluders, and dedicated mentoring for households facing wider financial pressures.
Families in Glasgow and wider support
Families in Glasgow receiving assistance through The Wise Group's parental employment support service will also be offered tailored winter warmer packs, alongside energy advice and help with employment.
Sean Duffy, CEO of The Wise Group, said: "People don't live single-issue lives. When someone is struggling to heat their home, there are often wider pressures involving debt, health, housing or employment."
"A blanket or emergency payment can make an immediate difference, but lasting change comes from understanding and addressing the whole picture," he added.
The partnership has already supported households facing difficulties beyond their energy bills. ScottishPower highlighted the experience of a young mother at risk of self-disconnection who was also struggling with housing pressures and obtaining essential items for her baby. Through The Wise Group's specialist HEAT team and ongoing mentoring, she received emergency fuel vouchers, practical assistance and help navigating housing services. She was also supported in exploring learning and employment opportunities.
Other support and Ofgem investigation
ScottishPower is encouraging customers worried about paying their bills to seek assistance as early as possible. The supplier offers affordability support, flexible payment arrangements and access to specialist organisations providing independent advice. Eligible customers may also receive help through the Warm Home Discount scheme, while those with additional needs can ask about joining the Priority Services Register.
ScottishPower works with organisations including StepChange Debt Charity, National Energy Action, AgilityECO and Charis Grants to help households access financial assistance and wider support. Customers can find details of the help available through the ScottishPower website.
The announcement comes as energy regulator Ofgem has opened an investigation into whether ScottishPower has complied with its obligations to treat domestic customers fairly, including those in vulnerable circumstances and people struggling to pay their bills. The investigation will also examine whether the supplier has complied with restrictions on backbilling customers for energy used more than 12 months earlier, alongside its obligations relating to the Priority Services Register.
An Ofgem spokesman said: "Ofgem expects suppliers to treat their customers fairly and respectfully, including ensuring bills are accurate and that appropriate support is offered for people in vulnerable circumstances."
"An investigation into ScottishPower has been opened and we will report on our findings after all relevant evidence has been assessed," he added. Ofgem stressed that opening an investigation does not mean it has made any findings of non-compliance.
A ScottishPower spokesman said: "ScottishPower confirms that it is working with Ofgem in relation to its customer service obligations."
