N Hild
Reviewer
0 helpful votes
Great service that shows genuine customer care.
Due to a faulty electricity meter (burned), we had to call the 105 emergency service. ScottishPower responded incredibly quickly, arranging for an electrician to attend within an hour. After inspecting the meter, the electrician confirmed it was unsafe and had to disconnect the electricity supply until our energy supplier, Octopus Energy, replaced the meter. This is where our experience became very different. Despite the property having no electricity, Octopus was unable to deal with the situation efficiently. We received conflicting information from different customer service representatives and were told they needed a report from ScottishPower before they could treat the loss of power as an emergency. When we contacted ScottishPower again, they explained that they do not issue reports for emergency call-outs because their electrician are focused on making the situation safe rather than producing paperwork. However, once the representative Conan, realized that Octopus would not proceed without written confirmation, he went above and beyond by preparing and issuing a formal confirmation immediately so we could send it to Octopus. Conan's willingness to help made a huge difference and demonstrated genuine customer care. Compared with the response we received elsewhere, ScottishPower's team was proactive, compassionate, and focused on resolving the problem rather than hiding behind procedures. A big thank you to Conan and the ScottishPower emergency team for their outstanding support.
