- Publication date
- 24th November 2018
- Information types
- Policy areas
Ofgem has appointed Scottish Power to take on supplying Extra Energy’s 108,000 domestic customers and 21,000 business customers. This follows a competitive process run by Ofgem to get the best deal possible for the customers of Extra Energy, which ceased trading on Wednesday.
Scottish Power is offering Extra Energy’s customers a competitive tariff and will honour all outstanding credit balances, including money owed to both existing and former domestic and business customers of Extra Energy.
For existing customers, energy supplies will continue as normal as they switch over to Scottish Power on Sunday 25 November. Any credit on their account can be used to offset future energy use. Scottish Power will contact former customers with any outstanding credit balances directly about their refund.
Customers of Extra Energy will be contacted by Scottish Power over the coming days and again in a few weeks when the transfer has been completed and their accounts are fully set up. At that point, if customers wish to change their tariff or switch supplier, they should ask Scottish Power to switch them to another deal, or shop around.
Customers will not be charged exit fees if they decide to leave Scottish Power or if they decide to switch supplier before the transfer has been completed. However, if they do not wait until the transfer has been completed, the switch may not proceed or could take longer to complete.
Philippa Pickford, Ofgem’s interim director for future retail markets, said:
“We are pleased to secure a deal with Scottish Power, where Extra Energy’s domestic and business customers will be offered a competitive tariff for their energy. Their credit balances will be honoured and their energy supply will continue as normal.
“Our advice for customers of Extra Energy is to wait until Scottish Power contacts you. They will give you more information about the tariff you are on, and about your credit balance if you have one. Once the transfer has been completed you can shop around for a better deal if you wish to.”
Customers with questions should contact Scottish Power’s customer service team, on 0800 074 0471, or visit https://www.scottishpower.co.uk/extra-energy.
More information for Extra Energy’s customers can be found on the Ofgem website.
Ofgem is also in the process of appointing a supplier for Spark Energy’s customers, which ceased trading yesterday.
Notes to editors
- Extra Energy’s customers will be supplied by Scottish Power as of Sunday 25 November. Accounts will be fully set up as soon as possible over the coming weeks.
- Scottish Power will be in touch with Extra Energy’s customers in the coming days. Any questions customers may have should be directed to Scottish Power.
- Customers can find support and advice on the Ofgem website. Alternatively, if they need additional support, they can call Citizens Advice on 03454 04 05 06 or email them via webform, or get in touch through Ofgem’s facebook or twitter feed @ofgem
- Scottish Power will honour the credit balances of current and former Extra Energy domestic and business customers. Former customers should wait for Scottish Power to contact them.
- Current and former customers who owe money, or are in debit to Extra Energy should wait to hear from Extra Energy’s administrators or Scottish Power who will talk to them about repayment arrangements.
- Customers with direct debits should not cancel their arrangement, although please do not panic if you have already done so. Scottish Power will contact you shortly to explain how they will set up your account.
- The cost of protecting customers’ credit balances will be met partly by Scottish Power, and the rest will be covered by the safety net put in place by Ofgem. This is funded by a levy spread across all domestic energy suppliers. Ofgem’s safety net allows suppliers to recover the cost of credit balances by a levy across all domestic suppliers.
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