Winter holiday period

Our offices will be closed for the winter holiday period from 25th December to 1st January. Support requests and emails will not be actioned until our return on 2nd January, when normal service will resume.  

We understand that this time of year can be especially challenging, and we want to ensure you know how to reach support if you need help while we are away.  

If you require emergency support and are on a prepayment meter, we advise contacting your energy supplier. They should be able to provide you some support to help keep your home warm over the short period we will be closed for.   

Helplines for urgent home energy support:  

Online Resources: Visit https://energysavingtrust.org.uk/energy-at-home/ for guidance and self-help tools  

Find out how and why we use your personal data.

Our privacy policies details what information we collect, how we use it and why. Click the links below to view the policies which apply to you.

Warm Home Prescription - ScottishPower privacy notice

This page explains how your data is used if you are referred to the Warm Home Prescription service as part of the trial funded by ScottishPower.

Learn more

Warm Home Prescription patient privacy notice

This page explains how explains how your data is used if you are referred to the Warm Home Prescription service.

Learn more

Website user privacy notice

This page explains how we use your data as a visitor of our website.

Learn more

Complaints

If you don't think you have had a high enough standard of care, please let us know so we can investigate.

If you're contacting as the recipient of Warm Home Prescription

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Please email our customer complaints team at WHPSupport@es.catapult.org.uk.

When you contact us please include:

  • Your full name
  • Date of birth
  • Home address and postcode

If you are contacting us on behalf of another person

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If you wish to share feedback on behalf of another person please email WHPSupport@es.catapult.org.uk and provide:

  • Your full name
  • The recipient’s full name
  • The recipient’s date of birth
  • The recipient’s home address and postcode

What happens after we receive a complaint

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  1. Acknowledgment of receipt
    Once we receive your complaint, we will send you an acknowledgment within two working days to confirm we are reviewing your concerns.
  2. Initial assessment
    Our team will conduct a preliminary review to understand the details of your complaint. If additional information is needed, we may contact you to clarify or gather further details.
  3. Investigation
    A thorough investigation will be carried out to address the issues raised. This process may speaking with involved parties, and analysing the situation in line with our policies and procedures.
  4. Updates and communication
    We are committed to keeping you informed throughout the process. You will receive updates at key stages of the investigation and can contact us at any time for a status update.
  5. Resolution
    Once the investigation is complete, we will notify you of the outcome. This may include actions we have taken or will take to resolve the issue. If applicable, we will outline the next steps or any follow-up measures.
  6. Escalation options
    If you are dissatisfied with the outcome or how your complaint was handled, we will provide information on how you can escalate your concerns.