Aaargh! So far I've spent the best part of the past hour on the phone to Scottish Power who currently supply my gas and electricity and seem to supply the electricity in the new flat.
I started with the Carefree team who are the department set up to deal with extra needs. Nearly 20 minutes on a chargeable 0845 number with a nice lady keen to help. After checking with her manager she gave me the number to the power systems team which was also an 0845 number. Carefree believed that because it was a physical change required (ie a new power supply rather than just a new meter) that it had to be the power supply team who authorised and did the work. They believed that because it related to disability there shouldn't be a charge but couldn't state that for sure.
So then the power supply team insist it's not their responsibility and must be sorted out by the Carefree team, even reading out an email to me which they'd all received explaining such issues must be dealt with by Carefree. I was given a national landline number to contact the carefree team this time so at least the 10+ minutes I've now been on hold since being transferred aren't chargeable. Unfortunately the second person I spoke to at Carefree insisted it was the responsibility of the power supply team and that they can't deal with it.
Finally, I've found I've been on hold so long the carefree team are closed for the day. So now I have 3 different phone numbers for the carefree team and no better idea of who to contact or how.
So, to Scottish Power: Your customer service is appalling. The individual operators are all pleasant and helpful but passing people back and forth between different departments whilst both insist it is the other departments responsibility is pretty poor and indicates a lack of training and communication. In terms of disability access and DDA it's so complicated and insistent upon avoiding responsibility that it's probably also in breach of DDA. Banging my head against a brick wall would be more productive than trying to deal with Scottish Power as a company and probably produce cheaper electricity too!