"Will my energy supply be affected?"
No, your supply will remain the same. For now, the only thing that’s changed is that you’ll receive communications about your energy from SSE instead of Spark Energy.
"What will happen to the cost of my energy?"
If you were on a fixed tariff with Spark, your rate will be fixed at the same or less. If you were on a variable tariff, then you’ve been moved onto a like-for-like SSE tariff. This means you’re paying the same or maybe even less now.
"Am I still protected by the Default Tariff Cap or Prepayment Cap?"
Yes. You'll continue to be protected by any caps that apply.
"Are there any changes to my tariff terms and conditions?"
You can find your new tariff terms and conditions in your welcome pack. We’ve moved you to a like-for-like tariff, meaning you won’t be paying any more than you would have for your Spark tariff.
"Who will supply my energy?"
If you have an electricity account with us, this will still be supplied under OVO Electricity Limited Terms & Conditions. If you have a gas account with us, this will have changed from OVO Gas Ltd to OVO (S) Gas Ltd. You don’t need to do anything but if you can find out more about our trading names on our “Who we are” page.
"When will my account transfer to SSE?"
Your account will transfer between September and December 2020 and we’ll write to you when the transfer is complete. You don’t need to do anything right now.
"What if I want to switch to another supplier?"
While you can choose another supplier, we suggest you wait until we've finished setting up your account.
If you’d still like to switch to a different supplier, you can follow the usual process to choose your preferred supplier and they’ll take over your energy supply. They’ll then get in touch with us to process your request. We won’t charge you an exit fee if you decide to switch.
Accounts and services
"Will I be able to manage my energy online?"
Yes. As long as we have an email address for you, you should get an invitation by email to create a password for your new SSE online account. You'll still need to do this to log in to SSE, even if you had an online account and password with Spark before.
Once you've set your new password up, you'll be able to log in through SSE and see your energy accounts with us. You won't be able to log in through Spark anymore.
"Will I lose any online account features when I move to SSE?"
For customers with credit meters, you won’t be able to set up a Direct Debit online or change tariffs until after you’ve received your first bill. You’ll be able to access all other online features once you've registered for an online account with SSE.
If you’re a Pay As You Go customer, unfortunately you won’t be able to set up an online account with SSE.
"How do I get in touch with SSE?"
There are many ways to contact us. You can also get in touch by phone, email or webchat.
"Will I still use the Spark Energy app to manage my account?"
No, the Spark Energy app won’t work with your account anymore. You can download the SSE app to track your usage and manage your energy all in one place. The app will show your up-to-date account balances and you can submit a meter reading, or view your usage if you have a smart meter.
"Do I have the same account number?"
We've issued you with new account numbers. If you’re a dual fuel customer, you’ll have one for your electricity account and another for your gas.
"I recently had a smart meter installation with Spark – do I need to reinstall?"
If your smart meter was installed recently, then it will be a SMETS2 meter and will still work. We’ll now manage your meter readings and you don’t need to do anything further.
Please note that if you have an older SMETS1 meter, then this will lose its smart functionality until SSE take over the meters. By December 2021, we'll have taken over all the meters, restoring all smart functionality.
"I booked my smart meter installation with the incentive – will I still get my credit?"
Yes, if your smart meter is installed you will still receive the incentive.
"Will my smart meter lose any functionality?"
If you have a SMETS2 meter, nothing will change. If you have a SMETS1 meter, it will lose its smart functionality until SSE take over the meters.
We’ll do this, at the latest, by December 2021. You won’t have to do anything; this will happen automatically on that date. Until then, you can find out more on how to submit your meter reading.
Billing and payments
"How can I make a payment?"
We've got lots of ways for you to pay your gas or electricity bills.
- You can pay over the phone, by cheque, or through your bank.
- You can even contact us if you want to set up a Direct Debit before your first bill arrives.
- Once you receive your first bill, you’ll be able to set up a Direct Debit or make direct payments online.
"Has my Spark credit balance been moved over to SSE?"
Yes, any credit balance built up is protected and has move across with you.
If you’re a dual fuel customer, you’ll be moving from one account to two. We’ve split the credit across those accounts based on your historic usage.
For example, if you have £100 credit on your Spark account and 55% of your historic usage has been on gas and 45% on electricity we’ve distributed your credit as £55 on your gas account and £45 on your electric account.
"I receive my bills in the post – will this still be the case?"
We’re happy to provide paper bills quarterly, and you can request to go paperless at any time.
"My bills are paperless – will this still be the case?"
Yes, you’ll continue with paperless billing when you move across to SSE.
"When will I get my first bill from SSE?"
Your first bill will be roughly 30 days after your supply start date with SSE.
If you have activated your online account with SSE, you'll see a notification there two weeks before your bill is due. If you don’t have a smart meter, you'll also see a prompt there to remind you to give us a meter reading.
After your first bill, you’ll move on to quarterly billing with SSE.
"I pay by Direct Debit – how will I be billed after my first bill?"
SSE will continue to take Direct Debit payments each month, but you’ll move to quarterly billing after your first bill.
If you don’t have a smart meter, we’d recommend giving us meter readings each month to make sure the bills we send you are as accurate as possible.
"I pay on receipt of my bill – how will I be billed after my first bill?"
After your first bill with SSE, you’ll move to quarterly billing.
So, if you’re a dual fuel customer, you’ll get one for gas and one for electricity every 3 months. This may mean changes to how you budget. To help manage this, you can still make monthly payments towards your quarterly bill.
If you don’t have a smart meter, we’d still recommend giving us meter readings each month to make sure the bills we send you are as accurate as possible.
Warm Home Discount scheme
"Can I apply for the Warm Home Discount scheme with SSE?"
SSE also offers the Warm Home Discount scheme.
"I’ve already registered my interest with Spark – do I need to register for the scheme again with SSE?"
No, SSE will be in touch to follow up with you on next steps of applying for the Warm Home Discount scheme.
More about moving to SSE
"Will there be changes to how I’m dealt with as a vulnerable customer?"
If you were listed on the Priority Services Register at Spark as a vulnerable customer, this will stay the same. You can read more about this in the Priority Services Customer Statement.
"What if I have an open complaint?"
If your complaint was not resolved by Spark before you joined us, we have access to all the relevant information. We’ll aim to resolve it through our usual complaint process.
"What if I had an ongoing meter reading dispute between Spark and my energy supplier before that?"
If Spark has not resolved your issue, we’ll look into the dispute.
"What if I’m dealing directly with a Debt Collection Agency?"
If you’re dealing with an agency, you’ll still continue to make payments in the way you’ve agreed with them.
"What if I’ve set up a repayment plan with Spark?"
Any debt and repayment conditions you had as a Spark customer would remain the same with SSE.