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Energy suppliers provide an essential public service that some customers, such as elderly people or those with medical conditions, are particularly dependent on. The UK industry recognises this and makes special arrangements to accommodate their needs and help others in special circumstances, such as people with disabilities or those on low incomes.

In conjunction with affordability and addressing fuel poverty, all UK energy suppliers must offer a specially tailored service for customers who have special needs, such as disabilities. Whilst tackling fuel poverty effectively and providing essential services, ScottishPower recognises its' responsibilities to all their customers, especially those with special circumstances.

The company aims to try and meet the needs of all its' customers, regardless of their situation and to achieve that, we place a priority on doing that bit extra for customers who need it. This includes help and advice for customers who are finding it difficult to pay their energy bills and services for people who have disabilities or other special needs.

Several ScottishPower disability work initiatives are in place and their approach includes:

Working in partnership with Government, housing providers and charities to alleviate fuel poverty, especially through the Customer Energy Efficiency programme Funding projects to address fuel poverty, especially in families with young children, through an independent charity, the ScottishPower Energy People Trust Working with Citizens' Advice Bureau (CAB) on energy debt prevention as well as the national fuel poverty charities - National Energy Action and Energy Action Scotland Contributing to industry driven initiatives, such as the Home Heat Helpline Maintaining and promoting their Carefree Priority Services Register for customers with special circumstances Offering customer literature, including bills and advice leaflets, in a variety of formats and languages.

ScottishPower Energy People Trust

The ScottishPower Energy People Trust is an independent charity set up by ScottishPower to help end fuel poverty in Great Britain. The Trust awards grant funding to not-for-profit organisations and groups that represent some of the most vulnerable people in our society, with particular emphasis on projects that involve children or young people. One of ScottishPower's 2006/07 performance targets is to contribute a further £1 million to the ScottishPower Energy People Trust. This will run in line with several projects that will be carried out in partnership with local authorities and housing associations whose tenants include a high proportion of vulnerable people.

Scottish Power Corporate Responsibility Report 2006 – Customers with special circumstances