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We want your bills to be simple, clear and accurate. Our guide to understanding your electricity bill and guide to understanding your gas bill explain the important parts of our bills.
If you're worried that your bill seems too high or even too little, use the list below to help spot any issues.
Is the meter reading estimated?On page one of your bill, we'll tell you if it's based on an actual or estimated meter reading. If it's based on an estimated meter reading, please read your meter and give us the reading online, using our form, via our iPhone app or by calling Meterline on 0800 107 3205*.
Is there a total from a previous bill on the current bill?If you pay by monthly Direct Debit, your payments will be spread over the year so you may find you’re in debit at certain times. We review your account annually, but if you’re concerned about the amount you’re paying, please get in touch or use our form to request a review.If you’re struggling to pay your bills, we can help so get in touch as soon as possible.
Have we changed our prices?If we increase our prices we’ll let you know beforehand. We’ll also show a price change on your bill, by splitting the cost between the two prices. If you’re not sure if your bill has different prices, you may need to compare it to a previous bill to check. You can check our prices online, and you can check our products and ways to pay to make sure you’ve got the right ones for your lifestyle. And you can find out more about how the cost of your bill is made up.
Are you using more energy than before?During the winter, you’re likely to use your heating more, which will increase your costs. Any new people in your home or even being home more often will also increase the energy you use. Extra appliances like television or microwaves will use more energy and could change the cost of your bill. Take a look at our energy efficiency advice to see if it could save your money.
If you've gone through this checklist and are still concerned, read the most frequently asked questions about what affects your bills below.
We base estimated readings on a number of things including:
• The amount of energy you’ve used in the past.• The average amount of energy used by customers with similar usage patterns.• The time of year and season, like summer and winter.
If you don’t think the estimates are right, check the reading on your meter. You can give us a meter reading online, use our automated Meterline on 0800 107 3205* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.
We do our best to make sure we use accurate readings to send you a bill, but occasionally mistakes can happen. If you don’t think the estimates are right, then check the reading on your meter. You can give us your reading online, use our automated Meterline on 0800 107 3205* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.
If your current bill has an actual reading, it’s worth checking the reading on your previous one. If that one was estimated, it might have been too low which means your current bill might be more than you expected.
This could be because your meter has been read since the bill was sent. Don’t worry – just check the meter readings on your latest bill against the reading on your meter.
If you have made a payment, check if it is showing on the most recent bill. If the reading on the new bill is similar to your actual meter reading, and the payment is showing, the new bill is correct.
If the payment isn’t showing, or the new meter reading is very different, please contact us and we’ll let you know the balance on your account.
Any payments made will show on the first bill you received, so it’s a good idea to keep it for your records. The updated bill will show the new balance and any new payments or amendments made since the first bill was sent.
Your latest bill will show your balance up to the date it was billed to, but won’t show any debits or credits since then. If you have an online account, you can check your balance whenever you need to by logging in. The balance we show will include any debits or credits since we last billed you. However, it can take one working day to update if you make a payment for example.If you don’t have an online account, you can register for one using our form. Or you can contact us and we’ll let you know what your account balance is.
On your gas bill, you’ll notice that we bill in you in kWhs. Gas meters don’t measure gas in kWhs so we have to use a calculation to get from the units you’ve used to kWhs:
Number of unit used x 2.83 (if the meter measures in hundreds of cubic feet) x calorific value x conversion factor / 3.6 = kWh
Here’s a break down to make it easier to understand:
All energy suppliers have to use the same calculation when working out gas usage.
The calorific value refers to the amount of energy that’s released when a certain amount of gas is completely combusted under specific conditions throughout the National Grid system.
It’s measured continually and changes a small amount every day, but a typical example of the calorific value is 39.2.
The correction factor is used to convert gas units into kilowatt hours (kWh). It takes into account changes in the volume of the gas based on temperature and pressure, which can vary slightly for different supplies. This makes sure all customers receive the same number of kWh for each cubic meter of gas that is supplied to them.
The correction factor is 1.02264, which is standard across all suppliers.
Most appliances now have an energy efficiency rating shown on them so you can quickly and easily work out how much they cost to run.
If they don’t, look for the serial number on the appliance and you’ll find the wattage. The lower the rating (which means a higher wattage), the more electricity it will use.
For example, a 1kW (kilowatt or 1000 watt) heater uses one unit of electricity per hour, whilst a 100-watt light bulb uses one unit of electricity every 10 hours.
There are two types of gas meter. Imperial meters measure gas in hundreds of cubic feet. Metric meters measure gas in cubic meters.
Check the front of your meter to see what type it is. An imperial meter will have the letters 'ft3' on it. A metric meter will have the letters 'm3'. The meter serial number should be on the front of your meter as well. You should check that it matches the serial number on your bill.
We bill you in kilowatt hours (kWh) and show how we work these out on your bill. If we’ve got your meter type as imperial, this working out will show 'x 2.83'. If we've got your meter type as metric, it won’t.
If you think we’re billing you using the wrong meter type, please contact us.
It’s possible a faulty appliance can use more energy than it should and increase the amount of your bill. If you think there could be a problem with one of your appliances, it’s a good idea to arrange for a qualified electrician to look at it.
For added peace of mind and a guarantee for any work done, you should choose an electrician approved by the National Inspection Council for Electrical Installation Contracting (NICEIC). Your local directory should provide a list of approved electricians. But you can search for a local contractor by using the NICEIC website.
Everyone uses gas and electricity differently. Differences in homes and lifestyle will effect how much their energy bills are. We’ve gathered a few of the most common differences below:
If you still don’t think your bills are correct, you can contact us and we’ll be happy to go through them with you.
Please note: If you have a Green Deal agreement in place, any prices or discounts quoted do not include your Green Deal payments.
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Atlantic is a trading name of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502 (Supply of Electricity, Home Phone, Broadband and Feed in Tariffs);
Southern Electric Gas Limited Registered in England & Wales No. 02716495 (Supply of Gas);
SSE Water Limited Registered in England & Wales No. 06021063 (Supply of Water);
SSE Home Services Limited Registered in Scotland No. SC292102 (Heating & Wiring, Shield Care & Servicing, Heating & Electrical Installations & Eco);
SSE Energy Solutions Limited Registered in Scotland No. SC386054(Energy Efficiency Installations & Insulation Products);
SSE Green Deal Provider Limited Registered in Scotland No. SC432920(Green Deal scheme)
All members of the SSE Group
VAT registration number 553 7696 03
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited and SSE Green Deal Provider Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ