SSE Airtricity: Covid-19 Update

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Covid 19 update: Our commitment to you

Last Updated: October 2020

At SSE Airtricity, the safety and wellbeing of our colleagues, customers and the communities we serve will always be our number one priority.

A message from Klair Neenan, Managing Director SSE Airtricity: 

Klair no background

As Covid-19 remains a threat across our communities, I want to reassure our customers that we will continue to comply with Public Health guidelines while supporting you over the coming weeks. 2020 continues to be a challenge for homes, businesses and communities across Northern Ireland. However, it has also shown us the great strength that comes in working together. With that in mind, I want to encourage any of our customers who are having difficulties with their energy costs at this time to reach out to our teams who will work with you to find a solution.

 

Thank you for choosing SSE Airtricity.

 

Stay Safe,

 Klair Sig 2

 Rest assured, we will continue to monitor for, and adopt to, updates to the public health guidance as the health and safety of our teams and our customers remains the utmost priority at this time.  

Our Field Sales Team, in line with current guidelines have received additional health and safety training along with essential PPE and sanitation supplies. Our teams also ensure social distancing is maintained, while contactless sign-ups allow customers to conveniently and safely switch to SSE Airtricity.

 

Our Customer Care Team

We continue to provide our full customer service over the phone and via our online channels. Our team have been safely working from their homes and will continue to do so for the foreseeable future. You may experience a delay with some of our services; and we appreciate your patience and support with this as we do everything we can to look after our colleagues and customers. We’re here to help.

Check out our list of Covid-19 Frequently Asked Questions.

Concerns about paying your energy bills:

There are many ways to pay your bills. If you’ve concerns about paying your energy bills, we’re committed to working with you to find a resolution together. To speak with a member of our team simply call us on 0345 266 1438

Free and independent advice

You may find it helpful to talk to Advice NI who provide a range of advice services including Welfare Reform, Money, Tax & Benefits and Business Debt. You can call their office on 028 9064 5919 or visit their website adviceni.net.

You may also wish to seek advice from the Consumer Council’s Support and Advice in Northern Ireland. You can visit their website consumercouncil.org.uk/energy or call 028 9025 1600.

You may wish to call Advice NI for free and confidential Debt Advice Service on 0800 915 4604 or email www.adviceni.net.

 

 

Meter readings

Due to COVID-19 restrictions in Northern Ireland, meter readers will not enter your home to read indoor meter positions. From this point on, when meter readers call at a home, they will stop at each doorstep and, where possible, ask you to obtain a meter reading and call it out to them. If this is not possible then they will leave a card and arrange a call back.

We continue to encourage you to submit meter readings where it is safe to do so. Your energy usage may have changed over this period and providing us with an actual meter reading will ensure you get billed for the energy you have used.

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 onlineor 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.

Advice for customers with gas prepayment meters

We recognise some of our customers 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 remember that gas top ups can only be purchased at a PayPoint Outlet. This means your card must be brought to the shop.
  • 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 is alwaysin credit.
  • 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

Many of your day-to-day interactions with us can be carried out on our online self-service portal. 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 your online account if you do not already have one.

Frequently asked questions

Check out our list of Covid-19 Frequently asked questions.

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