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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.
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 try our Live Help or call us on 0800 980 9041*.
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.
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*.
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*.
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.
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 still concerned, get in touch so we can help. Try our Live Help or call us on 0800 980 9041*.
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.
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.
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 0800 107 3205*. We’ll update the meter reading and send you a new bill.
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.
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.
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.
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.
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, try our Live Help or call us on 0800 980 9041*.
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.
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. Try our Live Chat or call us on 0800 980 9041*. You can find out more in our changing the name on your bill help.
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.
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.
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.
Chat live to one of our team. We will answer your chat as soon as possible
If you want to email us, you can use our online contact form
Use our online form
Take a look at our phone numbers to find the best person to speak to
View our numbers
You can write to us at:
SWALECInveralmond House200 Dunkeld RoadPerthPH1 3AQ
SWALEC 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, Gas 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