SSE Airtricity: Covid-19 Update

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Covid 19 update: Our commitment to you

Last Updated: 2 April 

At SSE Airtricity we’re committed to supporting efforts to limit and delay the spread of Coronavirus (Covid-19) and the wellbeing of our colleagues, customers and the communities we serve is our number one priority. Please be assured we’re operating as normal and our priority remains maintaining our service and power to our customers and helping people to stay safe and healthy.

 

Our Customer Care Team:

We’ll continue to provide our full customer service to our customers over the phone and via our online channels.  Some slight temporary delays may be experienced in contacting us as we help our staff set up for home working, and as we assist vulnerable customers, so we would ask you to bear with us. We’re here to answer your questions

  • Call 0345 601 9093 - Monday to Friday 8am to 8pm
  • Live Chat - Monday to Friday 8am to 8pm and Weekends and Bank Holidays 10am - 6pm
  • Facebook chat @sseairtricity and Twitter @sseairhelp – Monday to Friday 8am – 8pm and Weekends and Bank Holidays 10am – 6pm.
  • Email us at customerservice@sseairtricity.com
  • Check out our list of Covid-19 Frequently Asked Questions.

 

Concerns about paying your energy bills:

We understand this is a challenging and uncertain time for many of our customers. If you have concerns about paying your energy bills, we are committed to working with you to find a resolution together. We will not be disconnecting any of our customers throughout this time. To speak with a member of our team simply call us on 0345 601 9093.

 

Meter readings suspended:

In keeping with Government and NHS advice on social and physical distancing, meter readings have been suspended for a period.

  • If you would like to submit a meter reading and it is safe to do so, simply make a note of your reading from your gas or electricity meter, or both. If you need help on how to read your meter, visit our meter reading page.
  • We’ll use your reading to more accurately calculate the energy you’ve used for your next bill.

 

 

Important information for Prepayment Customers

We recognise some of our customers may be impacted over the coming weeks and may be required to stay indoors and self-isolate.

There are a number of steps we are advising customers with prepayment meters to consider.  Please make a list of neighbours, friends and family who live nearby and can support you by visiting top-up outlets for you if you are not in a position to leave your home.

 

 

 

 

For customers with Electricity Prepayment Meters:

If you have an electricity prepayment meter, there are some steps you can take if you feel unwell or need to self-isolate:

  • Please remember SSE Airtricity customers can top up at PayZone, PayPoint and Post Office locations. You can also top up online or by calling 0345 601 9093 - Monday to Friday 8am to 8pm.
  • Make a list of neighbours, friends and family who may be able to assist you topping up
  • Know who your supplier is, share that information with your helping neighbours, friends and family and give them your meter box key so they can access the meter if it is outside
  • Consider topping up your meter more frequently to ensure your meter always has enough credit.

 

For customers with Gas Prepayment Meters:

If you have a gas prepayment meter, there are some steps you can take if you feel unwell or need to self-isolate:

  • Please remember that gas top ups can only be purchased at a PayPoint Outlet. This means you must bring your card to the shop.
  • Please ensure the outlet is open before you leave your house as a large number of Paypoint Outlets are operating at reduced hours or temporarily closed. Paypoint outlets contact details are available here.
  • Make a list of neighbours, friends and family who live nearby and might be able to top up your card if you cannot leave your home.
  • Know who your supplier is, share that information with your helping neighbours, friends and family and give them your meter box key so they can access the meter if it is outside.
  • Consider topping up your meter more frequently to ensure your meter always

If you are unsure how to top up your meter or require further information on your prepayment meter, we would like to highlight that all suppliers have in place a Code of Practice on Services for Customers with Prepayment Meters ours can be viewed here or requested from us directly.

 

Self-Service through your online Account

As you can appreciate, our priority is to focus our efforts on ensuring we take the care of our most vulnerable customers and those with prepayment meters. To help us assist as many people as possible, we’d kindly ask you, where possible, to register your online account, where you can manage your account through our self-service application.

Our online self-service website allows you to undertake many of your day to day interactions with us. To make sure we can quickly deal with our most in need customers, we’d ask that, where possible, you log on to your online account first. You can log in or register at account.sseairtricity.com.

We’ll continue to provide regular updates here and via our Facebook and Twitter feeds.

 

 

Additional Information

Please be assured our priority remains maintaining our service and power to our customers and helping people to stay safe and healthy.