Ofgem set the maximum price we can charge customers for our Standard, Pay As You Go (prepayment) and Energy Assist tariffs (known as a cap). The changes could affect what you pay. Understandably, you may have questions about this and so below are the answers to the most commonly asked questions.

Frequently asked questions

What are the reasons for this price change?

The price cap means that Ofgem set the maximum price energy suppliers can charge for Standard, Pay As You Go (prepayment) and Energy Assist tariffs. This cap is reviewed and updated every six months (April and October). When the cap changes, we change our prices in line with it.

This change means that for some of our customers, from the effective date, their price will automatically decrease, and for others their price will rise in line with the new price cap.

These prices are effective from 1 October 2019 for customers on our Standard, Pay As You Go (prepayment) and Energy Assist tariffs.

I’m an Energy Assist customer – what are the reasons for this price change?

Ofgem introduced the Energy Assist tariff in 2018 as a temporary measure, to be replaced with the Default Tariff Cap. This is the government's price cap for all customers on Standard and default tariffs. Some customers have seen a price increase because of this change. Your price is the lowest within the price cap and has been worked out based on the new Direct Debit discount*, even if this is not your payment method.

How can I manage my energy?

There are ways we can help you save money and use less energy:

  • Check you're on the best deal for you – you can compare our energy tariffs and switch online. You may want to go on a fixed price tariff to give you peace of mind for the future.

  • Send us your meter readings – to make sure you're billed accurately. You can send us your readings via your online account or by calling our Meterline on 0345 026 7033.

  • Review the way you pay – if you don’t already have a Direct Debit set up, then paying this way is an easy way to save and spread the cost of your bills. You will receive a discount*, the value of which is unique based on where you live, your meter type and how much energy you use.

  • Look at getting a smart meter – smart meters help you see the energy you're using in pounds and pence. So you can make energy saving changes to keep costs under control.

  • Get energy saving tips and advice – from draught proofing to energy efficient boilers, we've got plenty of ways to save energy and money.

What extra help is available for vulnerable customers?

We have lots of extra help available. We'll support you with flexible payment plans, Priority Services, energy efficiency advice and information about Government schemes and grants.

I have a Direct Debit – what should I do?

We review your Direct Debit every six months and write to you if we need to make changes to what you're paying. If you don't pay by Direct Debit, you can easily set up a Direct Debit using our online form or by calling us on 0345 071 7800.

I’m an Energy Assist customer – do I get a discount for paying by Direct Debit?

Ofgem have calculated the cap prices to include a Direct Debit discount* so there are two levels of the cap. All customers paying by Direct Debit and all Energy Assist customers are protected under the lower level of the price cap.

I'm on a fixed price tariff – do these changes affect me?

If you're on a fixed price energy deal, your prices won't change until the end of your contract. We'll write to you with all your options before your contract ends. For the time being, you don't have to do anything.

What help can I get if I'm having difficulty paying my bills?

If you're struggling to pay your bills, the most important thing is to get in touch as soon as possible so we can help.

I've changed to a fixed price SSE tariff – why did I receive a letter saying my prices are changing?

If we increase our prices, we write to all of our Standard tariff customers to let them know. So if you’ve switched to a fixed price tariff with us, please ignore the letter as the price change won't affect you.

My home is all electric – what help can you offer me?

Have a look at our electric tariffs and heating advice on how to use your electric heating efficiently.

What happens if I change supplier?

If you switch to another supplier, you’ll keep your current rates until you leave us, as long as your new supplier tells us within 20 working days of our price change date that they’ll be taking over your supply. This date is 1 October 2019 for customers on our Standard, Pay As You Go (prepayment) and Energy Assist tariffs.

If you owe us any money, your switch might be held up until your account is settled. We’ll let you know if there’s a balance to pay, and if you clear it within 30 days, your switch can still go ahead and you can stay on your current rates until you leave us.

I have a Pay As You Go meter – will I be affected by this?

Yes. If you have a smart meter, we’ll update your prices on your meter automatically. If you don’t have a smart meter, top up your key/card on or after 1 October 2019 to update your meter.

I can't find the answer I want here – how do I get in touch?

You can contact us online or over the phone. You can also get in touch using our SignVideo or textphone options.

Important information

*If you have a fixed price tariff and pay by Direct Debit or standing order, for most fixed tariffs you’ll get a discount of £40 a year for each fuel when compared to other ways of paying. The discount is applied to your standing charge on a pence per day basis, until your tariff ends.

If you have a standard variable tariff, your energy prices are capped and the maximum price you pay (known as a cap) is set by Ofgem, the energy regulator. If you pay by Direct Debit or standing order, your standing charge and unit prices will be discounted. Your discount will vary depending on how much energy you use, where you live and your meter type. If you qualified for Warm Home Discount before 1 August 2019, your prices will be discounted regardless of how you pay.

Certain tariffs do not qualify for Direct Debit and standing order discounts. Please check the tariff terms and conditions for details.