Team from Scottish Power’s debt collection agency recorded themselves invading the incorrect house

Team from Scottish Power’s debt collection agency recorded themselves invading the incorrect house

The woman wasn't a Scottish Power client and was on vacation.

Watch as two uniformed men tinker with locks before entering the flat and introducing themselves as Scottish Power reps.

The energy company accepted fault, apologised, and compensated.

It is the latest in a string of BBC Scotland reports alleging Scottish Power representatives used excessive force.

Following the reports, the UK energy regulator Ofgem has contacted Scottish Power.
The woman's father stated his daughter was on vacation in northern Scotland when the video doorbell alerted her.

Donald Maciver, 60, said she spotted two males at the door and realised they were breaking in.

Her intercom attempt was ignored, and they then observed for 43 seconds as two men came through the door, he said.
Mr Maciver said he drove from St Andrews to Glasgow to look at the matter.

"I walked into the flat and saw nothing," he stated. "It seemed as if no one had been there, nothing at all. Nobody would have known anyone was in this flat if not for the video footage.

"Yet two men were in this two-bedroom flat for 27 minutes, nobody can explain to me what they were doing." They were looking for gas metres, one of which was in the basement."

He later found a letter from a debt collection agency addressed to someone who didn't live there.

After three complaints to Scottish Power, he stated they kept sending written demands for overdue bills.
To protest, Mr Maciver said he confronted a "denial culture" within the energy giant.

"Even though you're not a customer and never have been," he continued. "It's up to you to prove you don't owe them money, not them."

After contacting the CEO's office, Scottish Power wrote him an apology letter.

"I truly apologised for attending the wrong address and confirmed that SSE supplied your daughter's property," it says.

Because of the distress caused, I offered your daughter £500 as a token of goodwill and informed you that we were still investigating which unit we do supply.
It follows Irene Girvan, from Glasgow, who claimed the energy giant pursued her for a year over unpaid debts.

When she was expecting enforcement agents to change her locks, the 64-year-old said she was threatened with debt collectors and skipped a Covid booster jab.

Scottish Power has apologised and repaid Ms Girvan. Officials stated there was "no excuse" for their mistakes.

The regulator said: "We take seriously all complaints about unfair treatment of customers and take appropriate measures."

"We contacted Scottish Power about the BBC's claims.

"Debt management activities must always be fair and reasonable. Suppliers cannot give customers infinite credit, but we will not accept abusive debt collection."

According to a whistleblower who spoke to the BBC, call handlers for Scottish Power were instructed to threaten customers with debt collection, even for erroneous bills.

The man works at a call centre in the west of Scotland, dealing with customers who phone to inquire about unpaid amounts.

The employee, who wishes to remain anonymous for fear of losing his job, said it was easy to identify account problems.

"It might be a false metre reading, incorrect billing, or they are not a Scottish Power client," he said. But until that's resolved, we'll pursue them for their obligation.

"Scottish Power does not have methods or intends to pursue account holders who are not Scottish Power customers," a spokesman said.

"Like every other energy business in the UK, we will pursue any outstanding debts from former Scottish Power customers."

It's all a lie.

x