• Contact us

  • You could find the answer you're looking for straight away

    We've put together some answers to the most common questions our customers ask us.

    If your query is about Green Deal, have a look at our Green Deal FAQs. If you can't find what you need, you can also contact us and other useful organisations about Green Deal.

    If you're contacting us about an emergency or potentially unsafe situation, please phone immediately using our emergency number.  

  • Payments and refunds

    I’ve made a payment to my account, how can I check it’s gone through?

    We’ll update your account one working day after your payment’s gone through.

    If you have an online account, log in (or register for a new one) and you’ll be able to check your payment history if you’re on a payment plan. Otherwise you’ll be able to check the balance of your account.

    If you don’t have an online account, call us on 0800 980 9041*.

    I’m on monthly Direct Debit – how do you work out my payments?

    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.

    If you’ve been with us for less than a year, we look at the energy you used with your old supplier and what you’ve used so far.

    How do I change the monthly amount I pay by Direct Debit?

    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 first take a meter reading, then let us know using our online form or call us on 0800 980 9041*.

    I would like a refund. Can I have one?

    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 call us on 0800 980 9041*.

    When will I receive my refund?

    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.

  • Bills and meter readings

    I haven’t had a bill from you for some time - why?

    We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months.

    If you check the dates that we last billed you, this will give you an idea of when your next bill is due. Or if you have an online account, we’ll tell you when your next bill is due. This is the earliest possible date you’ll get your new bill so it might arrive later.

    If you’ve checked and you're still concerned, call us on 0800 980 9041*.

    You’ve sent me an amended bill, but I can’t see the payments I’ve made - why?

    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.

    I don't think the amount on my bill is right - what should I do?

    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 or use our automated Meterline on 0800 107 3205*. 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.

    I don't think the meter reading on my bill is right - what should I do?

    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 0800 107 3205*. 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.

    How can I give you a meter reading?

    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 0800 107 3205*. 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.

  • Online account balance

    I’ve checked the balance of my account online, is it right?

    You can view your bills online and see the balance up to when you were billed. We’ll also give you an up to date balance on the first page when you log in.

    The balance includes any debits and credits since we last billed you. If a credit or a debit is made to your account it can take one working day for your online balance to be updated.

    I have an online account – can I view my previous bills online?

    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.

  • Registering online and changing your details

    I want to view my bills and manage my account online. How do I do this?

    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. 

    I’m trying to link my energy account to my online account. But the website tells me it’s already been attached, what’s happened?

    You may have attached your energy account to another online account. It might be an old email address you don’t use anymore.

    Or it could be another bill payer in your home that’s attached the energy account to their own online account. You should check with them.

    If you’re still having problems, call us on 0800 980 9041*.

    How do I change the email address you send my bills to?

    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.

    How do I change the name on my bill?

    If you’ve moved home and you’re receiving bills in the name of the previous occupier, you need to let us know as soon as possible.

    If you need to change the name on your bill for any other reason, for example you’ve married or are recently bereaved, then let us know by calling us on 0800 980 9041*. You can find out more in our changing the name on your bill help.

  • Tariffs

    How can I check if I'm on the best billing tariff?

    It all depends on your lifestyle and what you expect to get out of your energy. First check our gas and electricity pages to see what we’ve got to offer. You can also check our prices to compare with the ones on your bill.

    Don’t forget that you can get discounts depending on the way you pay.

    How can I change my billing tariff?

    Firstly, you'll need to enter your postcode into our price calculator to see all our available tariffs.

    You can find out more about each tariff by clicking 'More info' and pick the one that best suits you.

    When you've decided, click the 'Apply' button and fill in our simple online form.

    As an existing customer, we'll update your account and switch you to the tariff you chose.

    How long does it take to change my tariff?

    It’ll take up to five working days after you’ve asked us to change your tariff.

    You can check it’s been changed by logging in to your online account. We tell you what plan you’re on under 'Your account summary'. If you don’t have an online account, register for one or you can check your tariff on your next bill.

  • We hope you've found the answers to your questions. If you still need to speak to us, then we're here for you with a whole range of ways you can get in touch.
  • Find all the answers

    Rh FAQ

    Find answers to the most common questions our customers ask us.

    Visit the FAQs

  • Send us an email

    Rh Login

    If you want to email us, you can use our online contact form

    Use our online form

  • Give us a call

    Rh talk

    Take a look at our phone numbers to find the best person to speak to

    View our numbers

  • Our address

    You can write to us at:

    SSE SWALEC
    Inveralmond House
    200 Dunkeld Road
    Perth
    PH1 3AQ