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Careline is a free priority service. It's there to help you if you're elderly, disabled or have special medical needs.
As a Careline registered customer you can enjoy a range of services. From braille bills and textphone to password schemes, find out what we can do for you.
We try to visit you twice a year to take meter readings. But there could be times when you’ve asked us to send a meter reader or engineer. All our staff carry identification to prove that it’s safe to let them in your home.
Because we want you to feel comfortable and secure when we call, we offer additional services to give you extra piece of mind.
Knock and wait: If you find it difficult to answer your door quickly, don’t worry. With our ‘knock and wait’ service we’ll let our staff know that you need a little longer to answer the door.
Password scheme: We offer a free password scheme to protect you against bogus callers. We’ll make sure your password is only given to our staff members who need to know it. They’ll say your password when they call so you’ll know it’s safe to let them into your home.
We know how important your energy supply is, especially if you rely on it for medical equipment.
We can’t always predict when a storm or emergency situation may cause a power cut. But we can help with our Priority Services Register. We can make sure that your local network operator is aware you rely on your supply. They’ll do their utmost to prevent your supply from going off and, if it does, they’ll make sure that you get your power back on as a matter of urgency.
We’ll add you to the Priority Services Register if you rely on one or more of the following:
Once you’ve registered, your local network operator will let you know about any planned power cuts or essential maintenance in your area. And they’ll make every effort to ensure that disruption is kept to a minimum.
We understand that you might not always be able to read your bills and if that’s the case, don’t worry. We can provide your bill in a number of formats to suit you.
Large print bills: If you have trouble reading your bill, we can send it to you in larger print.
Talking bills: If you’re partially sighted or blind, our talking bill service can help. One of our advisers will call you, read a summary of your bill and answer any questions you may have.
Braille bills: If you’d like your bills and letters in braille, just let us know.
Textline: If you’re a textphone user, you can call Textline on 0800 622 839. We’re open between 8am and 6pm Monday to Friday and between 8am and 2pm on Saturday.
Relay service: This service is available nationally and allows you to make and receive calls in text format. If you use this service, we’ll ensure you’re charged no more than if you’d called us directly.
Help from others: If you have a friend, family member or carer to help you, we can arrange to send all bills and correspondence to them.
We can recommend where to buy these from and, when available, we may even be able to supply them free of charge to our Careline members.
Bump-ons: These are self-adhesive dots you can stick on to appliances. For example, they can mark different temperatures or programmes on a washing machine.
Braille: Some manufacturers offer braille appliance controls for blind or partially sighted customers.
Control handles: These fit over the top of existing controls, making them easier to turn.
Special plugs: Some plugs come with handles to make it easier to plug in and pull out your appliances.
Power point raiser: These move your sockets so you can reach them without having to bend down.
Rocker switches: These large switches are easier for some people to use, because you can nudge them on and off with your elbow or arm.
Touch-sensitive controls: These don't need pressure to work as they detect your body's warmth.
Switch sticks: These small plastic levers stick on to existing light switches to make them easier to use.
It’s simple - you can:
Call us on: 0800 622 838*
Call us by Textphone: 0800 622 839
If you'd like to contact us you can send us an email or give us a call
Contact us now
Find answers to the most common questions our customers ask us.
Visit the FAQs
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