Ofgem set the maximum price we can charge customers for our Standard and Pay As You Go (prepayment) 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 and Pay As You Go (prepayment) 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 April 2020 for customers on our Standard and Pay As You Go (prepayment) tariffs.

How can I manage my energy?

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

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 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.

What does the sale of SSE's retail business to OVO mean for me?

The change in energy price isn't related to the sale to OVO. Find out more about SSE and OVO.

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 April 2020 for customers on our Standard and Pay As You Go (prepayment) 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 April 2020 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.