Simpler, clearer energy bills following customer feedback

We are introducing new-look energy bills to help customers find key information more quickly, better understand their charges and feel more confident managing their energy account, in a move praised by consumer advice charities Advice Direct Scotland and StepChange.

The new bill has been developed in partnership with the organisation Plain Numbers, making us the only energy supplier to achieve the Plain Numbers Certification on its bill, an independent mark recognising high standards of clarity and understanding in our customer communications.

The changes follow customer feedback and research showing many find their energy bills difficult to understand. Our own research found more than half said it was unclear how bills were calculated, while a third struggled to understand some of the terms and definitions used.

The move also responds to wider concerns around consumer vulnerability. According to FCA data, poor numeracy remains the UK's most common consumer vulnerability, while the National Literacy Trust has highlighted the challenges younger bill payers and lower-income households can face in understanding energy bills and industry terminology.

Andrew Ward, CEO of ScottishPower’s Customer Business, said: "We are continuing to put our customers more in control of their energy use and energy costs. Bills are a key part of that, and our customers have told us they want bills that are straightforward, easy to navigate and quick to understand. We’ve listened carefully to that feedback and worked with Plain Numbers to redesign our bills entirely from the customer's perspective.

"The result is a clearer, simpler bill that makes it easier to find important information, understand how charges are calculated and know what action to take next. We hope this will help customers feel more informed and more confident when managing their energy account, putting them more in control than ever before."

Mike Ellicock, Chief Executive & Founder, Plain Numbers, said: "ScottishPower is leading the way by putting the needs of customers at the heart of their approach to billing. Numbers make at least one in five people anxious, and energy bills are typically technical, dense, and hard to follow.

“ScottishPower's team trained as practitioners with us, then along with our support, applied those skills to rebuild their new cash bill; one that's now earned the Plain Numbers Mark for meeting the standard we set for clear, fair and never misleading customer-focused communication.

“What stands out is that this hasn't remained as a one-off project: the team has carried those skills into how they communicate more widely, embedding good, customer-first comms into ScottishPower's way of communicating."

Vanessa Northam, Partnerships Director at StepChange, the UK’s leading debt charity, added: “When you're worried about money, complicated bills and unclear information can make an already stressful situation feel even more overwhelming. Clear, straightforward communications help people understand their financial commitments, make informed decisions and feel more confident about managing their household budgets.

“ScottishPower's commitment to simplifying its bills is a positive step that should help customers better understand their energy costs and the actions available to them. Making essential communications clearer is an important part of supporting financial wellbeing and improving outcomes for consumers."

Andrew Bartlett, chief executive of Advice Direct Scotland, which runs energyadvice.scot, said: “Many people find energy bills confusing especially when it comes to understanding how charges are calculated and what different terms mean.

“Clear communication is always essential especially for customers who may face challenges with numeracy or financial vulnerability.

“These changes are a real step in the right direction. People should never feel that they are alone if they are facing mounting bills. “

As a founding member of Energy UK's Vulnerability Commitment, we are committed to ensuring our communications are accessible and understandable for all customers. We have a dedicated Affordability teamwith specially trained customer service agents to support customers with the right information and tools when they need it most.

The redesigned bill makes important information easier to find, with the amount due and payment date clearly highlighted at the top of the first page, alongside straightforward information on how to pay.

Detailed bill calculations have been moved forward so customers can more easily understand how charges have been worked out, while colour-coded sections help customers identify potential savings and other important information.

Alongside the design changes, we have overhauled the language used throughout the bill, replacing technical and transactional terminology with plain English and a more supportive tone.

For example, phrases such as "Balance carried forward" have been replaced with clearer everyday language such as "That leaves £5 to pay", helping customers understand their account at a glance.

The new design was developed using customer testing and feedback, ensuring the final bill reflects what customers told us they value most: clarity, guidance and quick access to information.

The newly designed cash bill is being rolled out from August, replacing existing paper and PDF bills for customers who pay on receipt of bill, with further customer communications set to follow.