We’re here to help - now and in the future

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20th July 2020

We’re here to help - now and in the future

At SSE Airtricity, the safety and wellbeing of our colleagues, customers and the communities we serve will always be our number one priority. Our teams are continuing to operate as normal and providing the excellent service that our customers have come to expect from us.


We’ve reduced our gas and electricity prices and we also want our customers to know we’re here if you need us. We’ve put together some useful information to help you during the Covid-19 and beyond. This includes our commitments to customers in our Codes of Practice. 


We’re here to help - now and in the future

If you’re in temporary difficulty or financially vulnerable either because of Covid-19 or more generally we’re here to help you. If you’ve any concerns about paying your energy bills, please contact us as soon as possible. We're already helping lots of our customers find ways to manage their bills. Together we can come to an arrangement that allows you to manage your bills. If needed, we’ll offer an arrangement to pay an agreed amount by instalments or through a prepayment meter. 


You can call us on 0345 601 2705, email us at domccni@sse.com or visit our Help Centre at www.sseairtricity.com.


Free and independent advice

If you’d like some independent support, you may find it helpful to talk to Advice NI who provide a range of free money advice services. You can call their office on 0800 915 4604 or visit their website adviceni.net. They’re also operating the NI Covid-19 community helpline on 0808 802 0020.


Information for Prepayment Meter customers

We recommend that you always keep your electricity meter topped up. If you’re self isolating or shielding, we advise customers who can, to top up online or over the phone.

Ways to top up:

  • You can top up online at sseairtricity.com. Our online self-service website allows you to do many of your day to day interactions with us, including top ups. You can log in or register at sseairtricity.com.
  • Call us on 0345 601 9093– we’re here to help you to top up, Monday to Friday from 8am to 8pm.
  • Top ups can also be made at PayZone, PayPoint and Post Office locations.
  • If a neighbour, friend or family is helping you to top up. Let them know who your supplier is and give them your meter box key if it is outside so they can access the meter.


If your circumstances have changed and your prepayment meter needs to be moved or, is no longer suitable for your needs, please call us to learn about credit meter options available to you.


Information for credit meter customers

Your electricity meter is read four times a year by networks and we rely on estimates outside of these times to calculate your bills. Sending us regular readings is the easiest way to make sure you only pay for what you use. If you can’t send in a meter reading, don’t worry. We’ll use the estimates when needed and will update these when we receive the quarterly readings from NIE Networks.


Submitting a meter read is simple and should be done up to 5 days before your bill is due. You’ll find a meter reading guide in our help centre.


If you have any questions, our Customer Service Team is here to help Monday to Friday

8am-8pm on webchat or by phone at 0345 601 9093. In addition, our webchat service is also available weekends and Bank Holidays from 10am – 6pm.


Kind regards

Customer Service Team

SSE Airtricity




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