Paper and PDF energy bills are being redesigned after customers said charges and terminology could be difficult to understand.
ScottishPower is rolling out redesigned energy bills this month in a major change aimed at making it easier for customers to understand how much they owe and how their charges have been calculated.
The energy giant has overhauled both the layout and language used on bills following customer feedback, with its own research finding more than half of people surveyed were unclear about how their bills were calculated. A third of customers also said they struggled to understand some of the terms and definitions used.
Under the new design, the amount a customer needs to pay and the payment date will be clearly displayed at the top of the first page.
Detailed calculations are also being moved further forward in the bill, while colour-coded sections will highlight potential savings and other important information.
ScottishPower is also replacing some traditional energy billing terminology with more straightforward language.
For example, rather than telling a customer they have a ‘Balance carried forward’, a bill could simply state: “That leaves £5 to pay.”
The redesigned bills are initially being rolled out from August to customers who pay when they receive their bill, replacing their existing paper and PDF versions.
New ScottishPower energy bills
The changes have been developed following customer testing and feedback, with ScottishPower saying people wanted quicker access to important information and clearer explanations of their charges.
The company has worked with Plain Numbers, an organisation which aims to help businesses make numerical information easier for consumers to understand.
ScottishPower has become the first energy supplier to achieve Plain Numbers Certification for its bills.
Andrew Ward, CEO of ScottishPower’s Customer Business, said: “Bills are a key part of that, and our customers have told us they want bills that are straightforward, easy to navigate and quick to understand.
“We’ve listened carefully to that feedback and worked with Plain Numbers to redesign our bills entirely from the customer’s perspective.
“The result is a clearer, simpler bill that makes it easier to find important information, understand how charges are calculated and know what action to take next.”
Help understanding energy bills
Consumer organisations have welcomed the changes, particularly for people who may find complex financial information difficult to understand.
Andrew Bartlett, chief executive of Advice Direct Scotland, which runs energyadvice.scot, said: “Many people find energy bills confusing especially when it comes to understanding how charges are calculated and what different terms mean.
“Clear communication is always essential especially for customers who may face challenges with numeracy or financial vulnerability.
“These changes are a real step in the right direction. People should never feel that they are alone if they are facing mounting bills.”
Vanessa Northam, Partnerships Director at debt charity StepChange, said complicated bills can make financial difficulties even more stressful.
She said: “Clear, straightforward communications help people understand their financial commitments, make informed decisions and feel more confident about managing their household budgets.
“ScottishPower’s commitment to simplifying its bills is a positive step that should help customers better understand their energy costs and the actions available to them.”
ScottishPower said further changes to customer communications will follow the initial rollout.
