Extra Energy customers: Your questions on new supplier Scottish Power


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Industry sector

Supply and Retail Market

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 has chosen 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. 

The final billing for the majority of Extra Energy customers is now expected to have been completed by the end of January 2020, as the administrators of Extra Energy work with their billing provider and Scottish Power to resolve outstanding issues. 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

Your contract

Switching supplier

Accounts in debt or credit

Complaints and contacts


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.