Extra Energy customers: Your questions on new supplier Scottish Power

Publication date
24th November 2018
Information types
Policy areas

The Supplier of Last Resort (SoLR) process is Ofgem’s safety net if your energy supplier goes out of business.

It is there to ensure you’ll always have an energy supply and will feel as little change as possible.

As part of the SoLR process Ofgem will choose your new supplier, following a competitive process designed to get the best deal for you.

To read more about the SoLR process see Ofgem safety net

As part of this process and to get the best deal for Extra Energy customers we have appointed Scottish Power to take on Extra Energy’s customers after they ceased trading. This appointment is in effect from Sunday 25 November 2018. 

Extra Energy is now beginning to send final statements to former customers. Where these are sent by email, they will come from an email address ending with @extra-energy.co.uk. This email will contain a link to view the final statement. To safeguard personal information, customers will be asked to enter their supply address postcode when accessing this link.

Scottish Power is also in the process of sending credit balance final statements on behalf of Extra Energy, these will be sent directly from Scottish Power and will come from donotreply@scottishpower.co.uk 

This guide will answer some of your questions on what happens now.

Your supply

When will I be moved from Extra Energy to Scottish Power?

All Extra Energy customers were moved to a new deemed contract with Scottish Power on Sunday 25 November 2018. Scottish Power contacted all customers to explain what would happen next.

If you haven't heard from them, please get in contact using the details below or you can chat directly with Scottish Power at www.scottishpower.co.uk/chat.

Your contract

Will I be on a different contract with Scottish Power? Will I pay more?

Initially they will have put you on a deemed tariff rate and will have contacted all ex Extra Energy customers to let them know personalised tariff information and provide information about alternative tariff options.

You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Switching supplier

I don’t want a contract with Scottish Power. Can I switch?

Scottish Power will have contacted you to confirm when your switch has happened, and from then on you'll have full access to your Scottish Power account. 

Once you have been contacted by Scottish Power, you can then shop around or ask them to put you on a different tariff. You won’t be charged any exit fees. 

If you have already switched away from Scottish Power then you will receive your final bill for any energy consumed from 25 November until the point you left in the usual manner directly from Scottish Power. This is separate from any communication you may have in relation to your final bill from Extra Energy for energy consumed before 25 November.

If you need to get in touch with Scottish Power regarding the set-up of your account you can chat to them directly www.scottishpower.co.uk/chat or see below for further contact options

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Accounts in debt or credit

I’m in credit with Extra Energy. Will I get my money back?

Scottish Power will honour credit balances for both current and past customers of Extra Energy who are owed money. 

Scottish Power will receive details of any credit on your Extra Energy account from the administrators. Wait for Scottish Power to contact you about any credit due and when it will be applied to your Scottish Power account, or a cheque issued if you are not currently supplied by them. They will also tell you how to raise a query regarding any credit on your Extra Energy account. You will see details of any credit balance owed on your final bill from Extra Energy, as well as on your first bill after the credit is applied, if you are still with Scottish Power.

When assessing your credit balance, Extra Energy’s administrators will calculate and deduct any unbilled charges for your supply with Extra Energy from payments you made to them.

We are aware that the process for getting owed credit back is taking longer than expected, as Extra Energy’s administrators are still working to create final bills for all customers. This is due to the quality of the data of the failed supplier.  Don’t worry. We are engaging regularly with Scottish Power and they aim to have this completed by mid August 2019. We appreciate this process has taken longer than anticipated but progress is now being made.

I’ve left Extra Energy but I owe them money. Will I need to pay it back to Scottish Power?

No but you will need to pay any outstanding debt to Extra Energy’s administrators. Extra Energy’s administrators have retained a number of Extra Energy employees to assist with the collection of outstanding debts. You may therefore be contacted directly by Extra Energy staff either by telephone or email.

You can also discuss payment options by calling the retained customer service team on 0800 368 5452 or 0800 9534774.

I’ve left Extra Energy, but have a credit balance.  Will Scottish Power pay me this money?

Scottish Power will honour credit balances for both current and past customers of Extra Energy who are owed money.

When assessing your credit balance, Extra Energy’s administrators will calculate and deduct any unbilled charges for your supply with Extra Energy from payments you made to them.

We are aware that the process for getting owed credit back is taking longer than expected, as Extra Energy’s administrators are still working to create final bills for all customers. This is due to the quality of the data of the failed supplier. Don’t worry. We are engaging regularly with Scottish Power on this, and they will issue refunds when they have more information from the administrators on your final bill.

I am owed compensation by Extra Energy, will Scottish Power pay me this?

No. Scottish Power will not pay this compensation. You should contact Extra Energy’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.

If you think your complaint is still ongoing, then once Scottish Power contact you, please discuss with them how the issue can be resolved. 

Complaints and contacts

Will Scottish Power take on my unresolved complaint to Extra Energy?

Scottish Power will not take on any unresolved complaints relating to Extra Energy.

However, if you believe your complaint is still ongoing, then once Scottish Power contact you, please discuss with them how the issue can be resolved.

Enquiries

Scottish Power will contact Extra Energy customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here or you have already been in contact with Scottish Power but require additional support, you should contact the Scottish Power customer contact team.

For a quick response you can chat to them www.scottishpower.co.uk/chat

Scottish Power customer helpline: 

  • Telephone: 0800 074 0471 

See also their advice page for extra energy customers.

Extra Energy administrators

Price Waterhouse Cooper (PWC) were appointed as the administrators of Extra Energy on 4 December 2018. More information is available on PWC’s FAQs and on their Customer Service page.

Further help and advice

If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support.

Ofgem's role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.