Help managing your energy bills

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30th January 2023

Help managing your energy bills

The global energy crisis is a serious challenge for homes and businesses, and at SSE Airtricity we’re committed to helping you when you need it.

Our friendly, professional team is here to listen to you and treat you with respect and understanding. There are lots of things we can do to help make your energy bills more manageable. If you have any questions about your SSE Airtricity account, get in touch with us today and we’ll do everything we can to help. We will work with you to find a solution, no matter how big or small it may be.

Managing your bills

There are lots of things we can do to help make your energy payments easier to manage.

  • If you're a prepayment meter customer, you’ll find helpful information about topping up, replacing cards or keys and emergency credit info here.
  • Switch to direct debit and eBill if you haven’t already, this is a simple way to save on your energy bills. Log in to My SSE Airtricity to update your details.
  • Did you know you can make prepayments off your bill before it’s issued? This can help you budget if you are paid weekly, fortnightly or monthly. You can do this quickly and easily with our handy app or by logging in to My SSE Airtricity.
  • Providing meter reads to us ensures your bills are accurate and that you only pay for actual usage and not estimated usage. Submit your meter reads online or with through our mobile app. We can send you a free, handy reminder when a meter read is due, so you’ll never have to worry about estimates again. This can also be set up online or on our mobile app
  • As an existing customer you may be eligible to renew your contract and avail of a better rate. 

Managing debt

We understand that keeping on top of your energy bills can be difficult. If you’re worried about your energy costs, there are some things we can do to help you.

If you’re finding your energy bills difficult to manage, our team will help you to:

  • Devise a repayment plan that suits you
  • Adjusting your payment methods to find one that works best for you
  • Share resources and details of experts who can help advise on your debt

Call us to discuss your payment options

Call our dedicated Customer Service Team on 0345 850 8882 so we can explain your bill to you and arrange a payment plan if you need one. We are open Monday to Friday from 8:30am to 6:30pm.

Your energy use can change throughout the year, we recommend that you submit regular meter reads so you only pay for what you use. You can submit your meter reads online through My SSE Airtricity or through our mobile app. Download the app here.

We can also review your account to make sure you’re on the best rate available for you. We may have additional discounts for you if you pay by Direct Debit and switch to eBilling. Find out more here.

If you’re already on a payment plan with us and your circumstances have changed, we are here to help you.

Call us to review your payment plan

Call our friendly Support Team on 0345 850 8882. We’ll discuss the different solutions available for you to help manage your account. We are open Monday to Friday from 8:30am to 6:30pm.

We can also refer you to the independent advice network Advice NI. Advice NI are a support agency who can help households manage their finances. Their services are free and fully confidential to use.

Keypad meter

Some customers prefer to have a keypad meter installed to allow for better budgeting. This meter allows you pay for your energy before you use it, meaning you will not receive any unexpected bills. It can also help you to manage arrears. Call our friendly Support Team on 0345 850 8882.

Medical Customer Care

If you depend on any electrical medical equipment then please complete a Medical Customer Care Form - this can be requested on sign up, or at any stage by contacting our Customer Service Team on 0345 850 8882. We are open Monday to Friday from 8.30am – 6.30pm. Vulnerable customers on the Medical Customer Care register won’t be disconnected for not paying their bill.

Vulnerable Customers

We know that some of our customers may have special requirements or need a little extra help. We offer a range of special services including braille, talking and large print communications. If it is easier, you can also nominate a contact to discuss your account on your behalf. Vulnerable customers should contact our Customer Service Team on 0345 850 8882. We are open Monday to Friday from 8:30am to 6.30pm. Customers on our Customer Care register won’t be disconnected during the winter months for not paying their bill.

Further information on our special services is available here.

Meter readings

Top Tip: Submitting a meter read will help keep your bill accurate.

Your electricity meter is read 4 times a year, so we rely on estimates outside these times to calculate your bill. Sending us regular readings is the easiest way to make sure you only pay for what you use.

When is the best time to submit a meter reading?

Submitting a reading just before the end of your billing period minimises the number of days we need to estimate and makes your bill as accurate as possible. You can submit meter readings up to 5 days before your bill is due.

Get free meter reading reminders

You can get meter reading reminders by email or SMS. These reminders are customised to your billing period, so they’ll be sent a few days before your bill is due. To sign up for and manage your reminders, just log in to My SSE Airtricity.

There are a number of ways to submit your reading(s):



Customer support

Last year we established our customer support scheme, which includes a range of measures designed to support customers who are experiencing challenges in dealing with the ongoing cost of living crisis.

In 2021, SSE Airtricity made a £40,000 donation to the Bryson Energy and Consumer Council fuel bank initiative, offering fuel vouchers to those in need of assistance. In 2022, we made a further donation of €1 million to Saint Vincent de Paul (SVP) to support energy customers across the island of Ireland. In Northern Ireland, we contributed £1 million to Bryson Energy to directly support local individuals and communities in need.

During winter 2021, we offered financial support to 7,000 customers in long term debt and have enhanced and expanded our supports to customers on our care registers.

We are also a signatory of the Consumer Council & Utility Regulator’s voluntary Consumer Energy Charter.


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