General overview of how the company is to work for
| Review site | Scottish power | British Gas |
| Glassdoor | 3.6 People seem to think that the people they work with are excellent but the senior management is a little aggressive and/or disinterested. | 2.9 Apparently, there is a good work life balance but the pay seems poor and senior management are unkind. |
| Trust pilot | N/A | N/A |
| Scottish Power has more social media channels which is theoretically good but they are unresponsive on Facebook which looks like it is frustrating their customers. It looks like they’re short of people specifically hired to manage their social media. | British gas has a very active community page on Facebook and standardised times when they will be available and responsive on social media. This is a good system in my opinion as it prevents anger from customers and people working outside of their allotted hours. |
Customer reviews general overview
| Review site | Scottish power | British Gas |
| Glassdoor | N/A | N/A |
| Trust pilot | 1.1 “bad” Most people’s problem with Scottish Power looks like it’s a problem with customer service. | 3.3 “average” most of the complaints about British Gas make it out to be too expensive or confusing to interact with. This seems to be down to poor customer service; however, the high reviews report good customer service which is conflicting. |
| The comments on Scottish power look like they’re all desperately trying to get in contact with the company because they have been on hold for so long. However, the Facebook page is responding to all of them compassionately which is very good. | A lot of the comments seem very angry. Lots of people have had issues with repair people simply not turning up over the lockdown period. It seems there is a problem with keeping on top of jobs. |
Examples of Scottish power most recent customer reviews:
Trustpilot
Good reviews:
I just wanted to come on and post this…
I just wanted to come on and post this 5 star review not for Scottish Power as a company but for one of their advisors Claire Burns in the Home Movers Department who has restored my faith in human nature after enduring 3 months of atrocious service from others. I called last week to give them one last chance before I was calling OMBUSMAN again and I can honestly say I felt that Claire was first person I spoke to who treated me like a human being completely understood where I was coming from. At last after 3 months being at new flat Claire solved the issue of me not being able get an account number for Gas for my flat position by suggesting to close Electricity and open Duel account which thankfully system accepted. Claire’s service from start to finish was exemplary and she was professional from start to end and persistent in getting a resolution for me. I just wish that I had got through to Claire on my first call 3 months ago and did not have had to endure making endless calls talking to countless number of advisors and logging complaints which was an absolute waste of time. Scottish Power should be honoured to have an employee like Claire and she should be a perfect example and role model to those countless others in how to do a job properly as in 1. Listen to your customer 2. Take ownership and 3. Do what you promise. Thankyou Claire you were excellent!!!
Kayleigh in customer service is a amazing!! Haven’t had the best start with…
Haven’t had the best start with Scottish power, and the only reason I’m giving 5stars is due to the outstanding customer service I received from Kayleigh in Liverpool. Not only did she rectify my bill correctly she was very professional and really friendly!
First rate experience from lady who answered my querie this morning. She quickly solved the problem and explained new tariffs available to me. It did take a while to get through on the phone but hey, we are in the middle of a pandemic!
Very pleasant. Very helpful. Thank you SP
Examples of Scottish Power most recent customer reviews:
Trustpilot
Bad reviews:
You just go around in circles with scottish power
You just go around in circles. They just don’t know how to treat their customers. Why anyone uses them i don’t understand. Better to go straight to the ombudsman as I have spent weeks and continue to be messed about oN a daily basis. Unprofessional and Inept service by scottish power.
WORST Service Provider I experienced in this life
Okay, I don’t have the patience anymore.
ScottishPower is the worst company ever in terms of customer service. If you happened to have an issue and want to contact them…I am sorry for you. I tried to call them many times, waiting about 30-40 minutes, I couldn’t reach any staff…
There was an option that said, they will call you back, I tried that, and guess what? It wasn’t a call back from the staff, it’s from an automatic call that directed me to the normal call, I waited for the queue again…and yeah…I have never been fortunate enough to talk to them. I don’t have the energy to wait more than 20 minutes!
I used their service for only one month, I have waited for a long time to get the bill, it’s never sent to my home. I didn’t know how much it cost. I just wanted to pay my bill, that’s why I tried to contact them, to get my bill.
I couldn’t check anything on the website. Their website has never worked for me since the first day they said my account setup.
I also tried to contact them via Facebook chat, it was the worst nightmare you can imagine from the service. They told me that they will get back to me as soon as possible, but no…they ghosted me. To be honest, I have never been treated like this as a customer.
My successful attempt was the email. It took so much time for them to reply. However, I got the final bill, I paid right away but when I checked my gas meter, I noticed the actual reading that showed in the bill I received online didn’t match with what it showed, the “actual reading” shown on the final bill is higher than it is currently shown on the meter. So I tried to email back to them regarding the issue.
I got the final bill again via email, they said there is some money credit in my account, they will refund me…they didn’t answer or give clarification about the gas meter reading I asked about, in the email of the final bill, it informed me to check the details on the website, but hello!!! your website doesn’t function well. I couldn’t check anything…
So I had to go back in the loop to contact them…and yet, my issue is still waiting. I’m not sure how many staff in the customer service…I won’t blame them, I’m sure they work a lot. I blame the system!
Also, I blamed myself that I didn’t check the gas meter before paying the bill…otherwise, I would not have to try to contact them again…it really drives me crazy.
And, I should have read the customer comments on their Facebook page, or in this website before I subscribed to their service!
This is based on my personal experience, I feel like it’s my responsibility to inform other people for the consideration to use ScottishPower
Right now I’m using another service, I always get a prompt reply. It’s possible to reach the staff. That’s what I expected from the service provider.
The absolute worst experience I have…
The absolute worst experience I have had in my life with a power company. I’ve moved a million times and lived in 4 different companies and I have never experienced anything like it.
just a complete and utter waste fo two…
just a complete and utter waste fo two hours of my life past around from pillar to post no one wanting to help all need ing my dob ,phone email then cant help worse you can google review them or shame them anyway other than this
So glad to be leaving them told me my…
So glad to be leaving them told me my bills would be 97.00 a month they have creeper up every month ranging from 277.00 to 420.00 now that is impossible to use in a month absolutely ridiculous so glad I’ve now left them bunch of rip offs
They esimating bills, could not access online account due to problems on there end, calling was a waste on time would not listen to what you are saying just wanted money for electric that was never used.
Keep Clear not nice to deal with.
the far worst energy company, they have clueless and the rudest people as customer service officers. wow, never thought people will be so rude working for a national company like this.
Around 7 years ago, I used Scottish Power and had no problems. Recently, they have been my provider for the last 18 months and have been terrible. The previous tenant in my property had tampered with the electrics so meter readings were recorded incorrectly. This fault was discovered by the electrician who works for the lettings agency. I reported this issue myself to Scottish Power and they sent out a technician the very next day to resolve the problem. I am then charged the cost of the the repair work. In comes RPU Fees Team,who combined have the intellect of an empty bottle of cat shampoo. Several emails later, complaints and crime number, Scottish Power have done nothing to resolve this issue. I had to pay for the crimes of someone else. Does this make sense? No. Don’t use Scottish Power. They are a disgrace to all things Scottish.
This is by far the worst energy company…
This is by far the worst energy company they just charged me £680 for 2 and half mothe I feel like I have been f over by this robbery I would not recommend them to anyone this robbers giving a bad name to the Scottish .
I attempted to switch tariffs with SP, what a nightmare! They set up 3 direct debits and trying to actually speak to anyone about this was impossible. In the end I wrote to them and said I did not wish to switch tariffs (well within the 2 week cooling off period) and I switched over to EDF. Next thing, despite my letter being in the inbox on my online account, which verifies they have received it, they then attempted an ‘unauthorised switchover’ back to themselves. No end of problems! When I eventually got through to someone on the ‘phone I was passed from pillar to post and told there was nothing they could do, it was up to me to ask my new supplier to object to the unauthorised switch over SP were attempting. Absolutely shambolic. I have written a formal complaint, needless to say I haven’t even had a courtesy response. Never, ever will I use Scottish Power again!
Examples of British Gas most recent customer reviews:
Trustpilot
Good reviews:
I have always had good service.
The smart energy expert was first class…
The smart energy expert was first class kept us fully informed at all times
Examples of British Gas most recent customer reviews:
Trustpilot
Bad reviews:
Brt Gas have a habit of changing my…
Brt Gas have a habit of changing my direct debit amounts without advising me!! Not good Company policy
I have had to contact Call Centre every…
I have had to contact Call Centre every week for the last month re my top ups not going through. Was told the same thing every time but still have to input top ups manually. Awful service and have put in complaint to no avail. Will soon be changing providers.
Accidently renewed to a 12m fixed by clicking a link in an email!
Communication has got gradually worse. I was not even contacted to cancel the last appointment they made to fit my smart meter, they just didn’t show up.
The deal I chose to switch to them was excellent value with lots of handy extras included. The renewal was confusing, more expensive and all those handy extras are suddenly chargeable and unaffordable. I accidently renewed by clicking a link on an email!
British Gas promised to send a link to…
British Gas promised to send a link to my phone for Meter readings….they didn’t & now i will get an over inflated estimated bill for services not used.
Had a new boiler and flue in November…
Had a new boiler and flue in November costing over £4,000, noticed a few weeks later a leak, called an engineer who said he had corrected the problem. Waited a long time for another engineer, by then needed a bucket to collect the water. They came Thursday and shut the boiler down as the water was collecting inside! We have been without heating since, and we are still waiting for a engineer to come and fix it! Even though they have promised to return. Absolutely appalling service, no phone calls or apologies.
sent me an inaccurate bill, did not use the smart meters for readings
Examples of Scottish power most recent staff reviews:
Glassdoor
Good reviews:
Some lively people working here. Trying their best. The different databases/systems have some real issues. 3% error rate accepted as norm as cost to fix exceeds cost of apologising to customers.
Good money for the job
Higher than average pay, people on the workplace are great.
Top reward, great people to work with and lots of people trying to make a difference.
Supportive team and all managers
job security, perks, flexibility, work life balance
Examples of Scottish power most recent staff reviews:
Glassdoor
Bad reviews:
Slow pay increments, corporate environment
Pay could be higher considering
Easy to become just a number and when your time is up, there isn’t much you can do about it. Constant changes in the exec team that come with someone new wanting to make their mark with changes. Some are good, some are really bad!
Companies in decline, announcing redundancies every year for the last 4 years
Advice to Management
Focus on fixing systems and customer perception as well as staff morale
Very mundane and repetitive work
The SAP based system is so flawed that not even SAP provide product support. Its so bad and everyone knows it’s so bad.
Advice to Management
Have a deep look at the SAP based system and think about the investment needed to stabilise the company before you lose all the people that act like a band aid keeping information flowing.
Stats Targets Competitive No career to build upon Lots of changes
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