Go to content
Home »Gas and electricity »FAQs »
Our website is automatically set to 'Allow Cookies' as this ensures the best possible experience.
Having an online account allows you to easily manage your energy and/or home phone accounts. It only takes a couple of minutes to register and then you’ll be able to check your accounts at any time.
Once you’ve logged in, you can update your meter readings, make payments and view your bills online.
It’s easy to save paper and energy by going paperless. Just log into your online account, select ‘Your accounts’ and under ‘Statement type’ select the paperless option. Once you’ve gone paperless, we’ll send you an email when your bill is ready to view.
Once you’re registered for an online account, we'll send you an email to let you know your bill is ready to view.
If you don't appear to be receiving this email, check your junk folder as your filter may have placed it in there.
If you change your email address, please remember to update it on your online account. To do this, simply log in to your account, click the 'Your Account' tab and change your details.
First you'll need to register for an online account. You’ll then need to sign into your new profile and attach your account number(s) on your first visit. You can find your full account number on your bill, or if you've not had a bill yet, you can contact us and we'll help you attach your accounts.
You'll then be able to view bills sent after your online account has been set up, update your meter readings and make payments.
Remember you can only see bills
that have been produced since you set up your online account. If you need bill produced before this, please contact us.
You’ll only be able to view your bills online from the date you've registered for an online account. Once you've registered, your bills will be kept for two years. You can always save the PDF version of your bills to your computer. If you need a copy of an older bill, please contact us.
Yes, you can pay your bills and manage your account online by registering for an online account.
Please note, if you pay by credit card you'll be charged a handling fee for each credit card transaction you make.
Yes, there's no limit to how many payments you can make online. You can login, give a meter reading and make payments as often as you like to help keep your account on track.
On your account homepage:
You'll need your activation email which will have been sent to you when you registered for your online account. If you haven't received it or it's been deleted, please contact us and we'll send you a new one.
Go to the login page and click on 'Forgotten your login details?', then enter the email address you used to register your online account. We'll send you a link by email that will allow you to log in. As a security measure, this link will expire after 30 minutes. Once you're logged in, you'll be asked to change your password.
Log in to your account, then go to the 'About you' section. Under 'Your password' enter your new password and click 'update' at the bottom of the page.
Log in to your account, then go to 'About you'. You can change the email address you want us to use for your future bills.
An account can only be removed by an adviser. This is to make sure you don't lose your paperless discount if you accidentally remove an account. If you need an account removed, please contact us.
Register for an online account and attach your gas and/or electricity account(s) to it.
Give us a meter reading when you've logged in and we'll give you an up to date balance straight away.
Yes, if you have an online account, please log in and let us know your meter reading(s). We'll tell you your new balance straightaway.
You can also complete our online form to let us know your meter readings, but this can take up to five days to be updated.
If you have an online account:Log into your online account and click on the 'Your accounts' tab, just under your name. You'll see some of your account details and a little further down the page there's a section for meter readings.Just put your meter reading in and we'll give you an up to date balance straight away.
If you don't have an online account: You can give us a meter reading using our online form. This can take up to five working days for your account to be updated.
If you’ve logged into your account and given us a reading, we’ll tell you your new balance and how much you’ve used since your last bill straight away. Or if you’ve given us a reading using our online form, it can take up to five days for your account to be updated.
If you’re due a bill in the next two weeks, we’ll use your reading to bill you. If you’ve had a bill in the last four weeks, we’ll update it and send you a new one.
You can give us a meter reading as often as you like.
If you put the wrong meter reading online, don’t worry, you can go back and put the right one in. When you give us a meter reading, we’ll check that it’s about what we expect your usage to be. If it’s not, then we’ll tell you.
If your reading is correct and you’re still having problems, please contact us so we can help.
Even if you provide your meter readings online, we still need to do safety checks on your meter. We have a responsibility to inspect your meter at least once every two years.
So, if a meter reader or engineer calls please let them in.
Your bills will appear exactly the same as if we’d posted them to you. Just log into your online account and select ‘Your accounts’. Under ‘View your bill (PDF)’ you can view your bill in PDF format and print it.
Yes - you don't need to worry about anyone else having access to your account details. If at any point you think anyone has learned your password then we’d advise you change it to something no one else knows as soon as you can.
Our website is designed to work with the minimum of fuss. The only additional programs you might need are an up-to-date media player to see our videos and a PDF file reader such as Adobe to view some documents. We'll never request that you download any software directly from our site.
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 0345 071 7936* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.
By law, we’re required to try and read your meter once every two years. This is for safety reasons as well as making sure you’re paying the right amount.
We like to try and read your meter every six months, so your bills are as accurate as possible. If your meters are inside and you’re out when we call, our meter reader will leave a card to let you know we’ve been.
If we receive an accurate meter reading after we sent the original bill, we often send a revised bill using the new reading. This helps to keep your account up to date and make sure you’re not paying too much or too little.
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 0345 071 7936* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.
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.
It depends on which part of the country you live in. In certain areas most major suppliers use the same companies, such as Accuread or Siemens, to read their meters. Our representatives will always carry identification that shows they are contracted by us. If you’re unsure, their ID badge will have a number you can contact to verify this.
We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months. You can check the date on your last bill to give you an idea of when your next bill is due.
If you’ve got an online account, we’ll tell you the two week period when your next bill is due. Your bill could be created anytime between these two dates. If you’ve checked and are still concerned, get in touch so we can help.
The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, you can read your meter and give us your meter reading online, use our automated Meterline on 0345 071 7936 or contact us. We’ll update the meter reading and send you a new bill. Please make sure you have your 10 digit customer account number to hand when you call.
If the meter reading is correct, it’s possible that the amount of energy you’re using has changed or that our prices have changed. You can find out more in our billing and payment help.
The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, read your meter and compare the reading with the estimate. It’s good to keep your account up to date, so if you’d like to give us a meter reading, you can submit it online, or call our free Meterline on 0345 071 7936. We’ll update the meter reading and send you a new bill. Please make sure you have your 10 digit customer account number to hand when you call.
Your meter may have been changed if you’ve changed your heating system or price plan, or it’s time for it to be updated. When this happens, we’ll contact you to let you know we’re going to visit to change the meter.
If the meter serial numbers don’t match up, the first thing to do is check if your meter has a yellow sticker with any meter change details on it. If it does, make a note of these details. Then, whether or not your meter has a yellow sticker, please contact us to let us know about the difference in numbers.
You'll get the biggest discount paying with a monthly Direct Debit.
Yes, we can arrange large print bills, talking bills and bills in Braille. For more information, visit our Careline section or contact us to let us know.
If you’ve made a payment it should show on your account within a few days, so you don’t normally need to let us know. But if you have a payment plan and you made your payment later than you were supposed to, you could contact us to confirm that your payment plan is still in place.
If you need a little extra help understanding with your bills, we’re here to help. Check out our guides to understanding your bill or you can contact us and one of our expert advisers will be happy to help.
If you’re registered for an online account you can print off a copy at any time by logging in to your account. If you get your bills through the post, please contact us and let us know which bill you need a copy of and we’ll send one to you.
If you’ve been with us for a year or more and you pay by monthly Direct Debit, then you’ll automatically receive your bills every six months. Providing that we can get access, we’ll read your meter every six months, so your bills will always be accurate.
This prevents you receiving estimated statements twice a year and cuts down on the amount of paper we use, helping the environment. We’ll continue to review your payments each year, so you can be confident you’re paying the right amount.
You can see how much you’ve used at any time by registering for an online account and entering your meter reading. You can also sign up for paperless billing, and we'll send you an email when your bill is ready to view.
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.
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.
First choose the tariff you want then click the 'apply now' button. Or you can call us on 0345 026 7036*.
We’re not allowed to stop you leaving us without having a reason. If you didn’t agree to leave us, contact us as soon as you can and we’ll be happy to help.
Contact us as soon as you can. We’ll be happy to look into this and let you know what’s going on.
To join us it usually takes three weeks. We’ll contact you to let you know the exact date. Take a look at our switching pages for more information on the process.
Yes, we will let your current supplier know that you are leaving them.
We can’t close any payment plan you might have with your current supplier. We recommend to leave any payment plans with your current supplier open. When we send the final meter readings to your old supplier they’ll send your final bill to you. Your old supplier can then take or refund your final balance.
We might have stopped you moving to another supplier for a number of reasons. Contact us as soon as possible, we’ll help explain what’s happened and what we can do.
Every home has unique identity numbers for gas and electricity which all suppliers use. We try very hard to make sure we have the right identity numbers, but sometimes mistakes can happen. If you think we’ve taken over your supply by mistake, contact us.
Take a meter reading straight away. If you have it, we’ll also need a meter reading from around the time you changed over to us. When you’ve got your meter readings, contact us. The meter readings will help us to make sure your opening read is correct.
If you don’t have a meter reading from when you changed over to us, don’t worry. Just take a meter reading today and another one in five days time, then contact us. We’ll use your readings to work out your average daily use and change the opening reading in line with it.
To join us it usually takes three weeks. We then send the meter readings we’ve used to open your account to your old supplier. Your old supplier then has to agree the readings with us and send your final bill. This bill should only go up to the date that you joined us and to the meter reading we opened your account with.
When you start with us we’ll ask you for a meter reading to open your account. So that your old supplier can send a final bill to you, we’ll give them this meter reading.
But, we’ll estimate a meter reading if we haven’t been able to get hold of an actual read. Your old supplier will then use this estimate.
If the estimated reading on your final bill seems to be a lot higher or lower than you think it should be please contact us. If you have a reading from the day you switched, we’ll make sure it’s passed to your old supplier.
If we don’t have a reading from the day you switched to us, we’ll use an estimate based on your energy use with your old supplier. If you think the estimate we’ve used is too high or too low, take a reading from today and contact us. We’ll take a look into it for you and if we need to, work out a new reading.
Once we have a meter reading to open your account, it can take up to three weeks for your old supplier to get this reading and close your account. If it’s been longer than three weeks, please contact us so we can look into this for you.
Once your supply has started with us, simply contact us and we’ll have a chat about what’s best for you.
If you have an outstanding bill with your current supplier, you’ll usually have to pay it before they’ll let you join us. If you don’t, they could delay or even stop your change over. If you have a prepayment meter and the debt is under £500 you’ll still be able to switch to us.
We will automatically reapply for your supply three times. After that we’ll stop trying to switch you over to us. So if you still want to switch to us, please contact us as soon as possible.
Refunds are usually processed after your amended bill is printed, so it will show on your next bill after that. You’ll receive a separate letter in the post to confirm the amount we’ll be refunding.
First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.
But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that’s meant to cover the bill. Or for example, on a gas account during the summer where the credit will be building to cover winter gas usage.
You can request a refund by using our online form or contact us and one of our expert advisers will be happy to help.
If you are due a refund it’ll be returned to you in one of two ways. For Direct Debit customers it will be sent directly back to your bank account. For all other customers it’ll be sent as a cheque.
If you’re a Direct Debit customer we’ll put your refund into your bank account within 10 working days. If you’re not a Direct Debit customer we’ll send your refund by cheque within 10-14 working days.
It’s quick and easy to set up, all you need is your bank account number and sort code. You can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.
You can set up a Direct Debit using our online form or contact us and we'll be happy to help.
Please be aware that if you're already a customer with us and you're on Atlantic Online or any variant of Atlantic Fixed price, your discounts are already included in your unit price. You won't get any extra discount by paying by Direct Debit, but you'd still benefit by spreading your costs over the year.
You can set up a Direct Debit using our online form or contact us and one of our expert advisers will be happy to help.
We base your monthly payments on the amount of energy you’ve used over the last 12 months. We take what you’ve used in spring, summer, autumn and winter and average it out so that you pay a set monthly figure to cover you all year round.
Not been with us for over a year? Don’t worry, you can set up a Direct Debit using our online form, or just contact us and one of our expert advisers will be happy to suggest a figure based on your lifestyle and the size of your property.
We review your account at least once a year to make sure you’re not paying too much or too little. You’ll still get regular statements so you can keep an eye on how much you’re using.
It’s important we have accurate meter readings to help us check you’re paying the right amount for your energy. If you’ve received an estimated bill, then check the reading on your meter and let us know what it is. You can give us a meter reading online, use our automated Meterline on 0345 071 7936* or contact us.
When we review your account, we can change your payments if we think you’re paying too much or too little. We have to let you know if we are making a change, so we’ll send you a letter or put a message on your bill to give you time to contact us if you have any questions.
Depending on the time of year and how much energy you use, your account may go into credit or debit. For example, over the summer months, you’re likely to build a credit on your account. This is to help cover larger winter bills.
A Direct Debit is based on the cost of your estimated annual energy use divided into 12 even monthly payments to spread the cost over the year. As a result, we may need to increase your payments, even if you’re in credit.
We’ll always tell you before changing your payment to give you time to contact us if you have any questions.
We regularly review your payments to make sure you’re paying the right amount. But if at any time you’d like to change the amount you’re paying, take a meter reading, then you can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.
But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that's meant to cover the bill. Or for example, on a gas account during the summer months where the credit will be building to cover winter gas usage.
To request a refund, please use our online form or contact us.
Your Direct Debit payment plan is spread across the year and based on your estimated annual energy use, so it's normal for your account to be in debit or credit at certain times of the year.
We review your account at least once a year to make sure you're not paying too much or too little. If we think your monthly payments need to be changed, we'll alter them and let you know.
If you'd like to change any of your Direct Debit details use our online form.
If you are on one of our fixed rate price plans it means that the unit rate that you are charged for gas or electricity does not change even if the market prices do. A Direct Debit is set based on your energy usage. If you use more energy, the Direct Debit needs to be increased to cover that cost. The prices will not have changed, but any increased energy use would mean an increased payment level. If at any time you’d like to change the amount you’re paying, contact us and one of our experts will be happy to review it with you.
Call us on 0345 071 7991* (we're open Monday to Friday 8am - 8pm and Saturday 8am - 2pm).
If you've already been in touch with us, just ignore them. We'll be working to update the account to show that you're now responsible for the bills. We'll only bill you from the date you moved in and with the meter readings you gave us.
If you haven't told us you've moved give us a call on 0345 071 7991* (we're open Monday to Friday 8am -8pm and Saturday 8am - 2pm).
If you've given your meter readings from the day you moved, you should get your final bill within seven to ten days.
We recommend that you keep your Direct Debit open so we can collect the final balance or refund any money we owe to you.
Yes, staying with us at your new address means that we can transfer any balance to your new account. And your Direct Debit plan will be moved as well, which is one less thing to think about! We'll make sure that you're paying the right amount at your new address by reviewing your payments.
If you have shield, our boiler cover, we'll end your contract and create a new one for you at your new address (if we can cover your boiler and system). If you decide to cancel your cover, there will be a cancellation fee.
If you have phone and or broadband, we'll end your contract and start a new one at your new address. If you decide to not take the service with you, there will be a cancellation fee.
Yes, we're able to supply your energy almost everywhere in the UK. If your new property isn't supplied by us, make sure to tell the current supplier you've moved in. Then phone us to let us know you've moved and you can simply sign up your new house with us online.We'll take care of everything for you and tell the current supplier at your new address that you want to transfer your supply to us.
Contact us with your moving out readings and/or moving in readings. We'll update your account and send your final bill.
Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.
In most circumstances, we don't charge for changing your meter. If there is a charge, we'll let you know when you contact us. We'll also make sure the meter is suitable for you and your home.
If your meter needs to be changed when you change your price plan, we can arrange an appointment with you. Contact us to talk about changing your meter.
It’s usually your responsibility to fix any damage to your meter box. However, if the damage was caused by a meter reader, then contact us so we can help. If it was damaged by your local electricity distribution company you’ll need to contact them. You can find the phone number to contact them in the front of your phone book.
A Meter Serial Number is a unique number used to identify your meter. You'll be able to find this on the front of your meter, engraved into the meter box or printed on a sticker attached to the meter box. It usually contains a combination of numbers and letters.
You can read our ‘How to read your meter’ section to identify your meter type, or you can contact us and we’ll be happy to help.
Most meters are installed to match the central heating system in your property, so you should already have the right meter for your home. You can find more information on types of electricity meters or you can contact us and we’ll be happy to help.
Economy 7 gives you seven hours of cheaper electricity overnight. It’s designed for homes with storage heaters and water immersion heating, as you can charge them during the night. Your meter will have two rates – a day and a night rate. Each will record all electricity used during those times.
The amount you pay per unit on the day rate is more expensive than on General Domestic, but the night rate is cheaper. This lets you heat both your home and your water more efficiently.
For more details, contact us and we’ll be happy to help.
The ‘off peak’ hours for Economy 7 vary depending on where you live, but generally they run between 11:30pm and 6:30am during the winter, and 12:30am to 7:30am during the summer.
For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.
Economy 10 gives you ten hours of cheaper electricity in a day. It’s specifically designed for use with electrically-heated wet radiator systems.
Your meter will have two rates – a normal rate and a low ‘off peak’ rate. Each will record all electricity used during those times.
The normal rate is more expensive than on General Domestic, but the low rate is cheaper. So it’s ideal if you use your heating during these times.
Please note that Economy 10 is only available in some parts of the UK.
The ‘off peak’ hours for Economy 10 vary depending on where you live, but as a guide the low rate runs for five hours overnight, three hours in the early afternoon and two further hours in the late evening.
The 'off peak' times will vary depending on where you live and the type of meter that you have.
Some meters will automatically adjust themselves when the clocks go back or forwards, meaning that any appliances you have set on timers won't need to change. Other meters won't change with the clocks, so you'll need to manually adjust the timers on your appliances by an hour instead.
For more details or to find out the exact hours for where you live, contact us and we'll be happy to help.
It's important to us that when you choose to switch energy supplier, that you're able to do so with minimum fuss. We've worked together with the industry to help Pay As You Go customers with a debt of up to £500 to switch supplier more easily in order to help find the best tariff for them.
This transfer option is known as the Debt Assignment Protocol. It's subject to terms and conditions and isn't guaranteed.
Link to full article.
If there is a problem with either your meter or the token that you’ve bought, your meter will display an error code. This error message is important as depending on what code is shown, the actions that need to be taken change. Make a note of the message, contact us and we’ll be happy to help.
Sometimes cards can be faulty or may not be registered correctly. Your meter should show an error message. Make a note of the message and call us and we’ll be happy to help.
This message means that the valve inside your meter, which allows gas to flow through into your property, has closed. You should:
You can only use your emergency credit once your pre-paid credit is at or is below 50p.
How it works:
Returning to normal use:
Remember, you'll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use.
We don't currently offer this facility, however it will be available with the introduction of Pay As You Go smart meters.
Green Deal was a scheme run by the government. It helped people make their homes more energy efficient through various home improvements.
Green Deal is now closed to new applications. Please visit gov.uk for more details.
If someone signed up to Green Deal, they took out a loan to cover some or all of the cost of these home improvements.
They agreed to pay this money back in instalments, charged through their electricity bill.
If you had Green Deal improvements before the scheme closed, you’ll be paying for them through your electricity bill.
We add the agreed monthly charge to your bill. The monthly charge is shown on your original quote.
Green Deal stays with the property; not you as an individual.
If you have Green Deal and you decide to move, the new owner of the home is responsible for the repayments. This is because they'd benefit from the improvements.
Likewise, if you move into a property with Green Deal set up, you'll take on the repayments.
Yes. But you'll need to make sure the energy supplier you're moving to can collect your Green Deal payments.
Suppliers with more than 250,000 customers must support Green Deal. But suppliers with fewer customers can choose.
The Energy Savings Advice Service (ESAS) or Home Energy Scotland can tell you which suppliers collect Green Deal payments. Take a look at gov.uk for more details.
If you sign up to a supplier that can't collect Green Deal Charges, the supply transfer will be objected to. This means you'll stay with us as your supplier.
Yes. You'll get the Winter Fuel Allowance for as long as the government supports it (and as long as you meet the criteria).
Please get in touch with us and we'll help if we can.
You can also check out the Energy Saving Trust website for more information. They're an independent body and can help with any questions or complaints you have.
Please take a look at the Energy Saving Trust website for more information on energy efficiency.
You can do a lot of everyday tasks online:
Login / Register
You can give us your reading at any time of day and in a number of different ways:
If you'd like to contact us you can send us an email or give us a call
Contact us now
SSE and associated brands: Scottish Hydro, Southern Electric, SWALEC and Atlantic are all trading names of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502
(Supply of Electricity, Home Phone, Broadband & 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, Gas Installations and 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
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
SSE Home Services Limited and SSE Green Deal Provider Limited are all authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.