Ofgem opened an investigation on 5 November 2026 into whether ScottishPower Energy Retail Limited complied with its obligations on backbilling, identifying and supporting customers in vulnerable situations, assessing customers' ability to pay, and treating customers fairly1. The regulator said the opening of the investigation does not imply it has made any findings about non-compliance by ScottishPower1.
The investigation covers five Standard Licence Conditions of the company's Electricity and Gas Supply Licences, as applicable at the relevant time during the period under investigation1:
| Licence condition | Subject |
|---|---|
| SLC 0 | Treating domestic customers fairly, including those in vulnerable situations |
| SLC 21BA | Restrictions on backbilling customers for energy used more than 12 months earlier |
| SLC 26 | Duty to establish a Priority Services Register, share information and offer additional support to customers on it |
| SLCs 27.8 and 27.8A | Support for customers in payment difficulty, including taking account of ability to pay when setting debt repayment arrangements |
Source: Ofgem1.
Ofgem set out the scope in its own words:
"We have opened an investigation into whether ScottishPower Energy Retail Limited (ScottishPower) has complied with its obligations on backbilling, identifying and supporting customers in vulnerable situations, assessing customers' ability to pay, and treating customers fairly."
Utility Week reported the investigation as concerning vulnerable customer support and back-billing practices2. The same report said British Gas has been cleared to recommence force-fitting prepayment meters following a lengthy regulatory inquiry2. Ofgem's publication on the ScottishPower case does not mention British Gas or prepayment meters1.
Ofgem has not reported a timetable for the investigation, any deadline for a decision, or the possible outcomes or penalties1. The period under investigation has not been specified1.
Why it matters for households
The conditions under examination cover the points where billing and debt handling meet a household's finances. The backbilling restriction limits charges for energy used more than 12 months earlier, so the investigation concerns whether customers can be billed for old consumption1. The Priority Services Register provisions concern support for customers who need it, and the payment difficulty conditions concern whether repayment arrangements reflect what a customer can afford1. For a household, the practical effect of these rules is on how much a supplier can recover, and on what terms, when a bill is disputed or a debt is built up. The outcome of the investigation is not yet known, and Ofgem has made no findings1. Households wanting to understand the regulator's role can read our guide to what Ofgem does and what it covers, and those with a dispute can find routes in our guide to energy complaints and redress. Our ScottishPower company profile sets out the supplier's tariffs and service, and our guide explains what suppliers must do for vulnerable customers.
What happens next
No next steps have been announced. Ofgem has not reported a date for an outcome or any interim update1.
Sources2 sources
- ScottishPower: backbilling and debt recovery | Ofgem, ofgem.gov.uk
- Ofgem opens investigation into Scottish Power Retail - Utility Week, utilityweek.co.uk