Ofgem calls on Scottish power to top up payments

According to Ofgem rules, energy suppliers must offer payment plans that customers can afford. Those on pre-payment meters who don't have the money to top them up can ask for emergency credit.

Citizens Advice staff had supported more than 15,000 people who were unable to top up their prepayment meter by the end of August.

This is utterly unacceptable given the huge cost-of-living pressures people are facing, she said. Suppliers need to up their game and Ofgem needs to hold them to task. He said that the government's support will provide some welcome relief, but it's important that energy companies prioritise the needs of the vulnerable customers struggling to pay their bills in this tough winter.

A spokeswoman for ScottishPower said they were disappointed that all of the effort our staff make to help customers manage affordability challenges has resulted in this conclusion from Ofgem.

We will provide financial assistance more than a million times to customers who need our help in the cost-of-living crisis in 2022, and our staff is committed to helping customers through the cost-of-living crisis.