Frequently asked questions

Typically, invoices are issued monthly if you have a smart meter up and running and your first invoice should arrive in the post within the first six weeks of the start of your contract. You can view your invoices via your online account here

You can download copies of your invoices via your online account, just log in here. If a change of circumstances means you don't receive an invoice, such as a change of address, please update us of your new details either by our contact form here or by calling 03457 25 25 26.

We've created a page to help you understand your new invoice and where to find the information you need most. Click here

A minus sign on your invoice indicates a credit value, but this minus sign as the bill total for a refund to be made.

You can see on your invoice if you're in credit or debit, you can see a helpful guide here. This information is also displayed in your online account. If you'd like to know more about credit refunds, please visit this page

There are many different circumstances that can affect your energy usage. New equipment installed, different working hours, a more energy-intensive process at the workplace or a lack of up-to-date meter readings. You can get the most recent energy usage data by logging into your online account here. You can also raise an enquiry with us by completing our online form here

If you send us a meter reading that indicates you've used a lot more or less energy than the estimated reading shows, we'll send you a replacement or unscheduled invoice that adjusts to your actual meter reading. The invoice will vary, depending on when you sent your reading and how much energy you have used. You can keep track of meter readings and your energy usage by installing a smart meter and logging into your online account here

The simplest way to pay your invoices is by Direct Debit. This includes a discount (0.5p/kWh for electricity or 0.1p/kWh for gas) against our standard unit rate. Alternatively you can pay now using the pay as a guest link. For other ways to pay please visit here

An invoice based on an estimated meter reading is issued when we didn't receive a meter reading for that invoice period. We send out reminders near the end of your billing cycle to help you avoid future estimated invoices. You can sign up for a smart meter here which will automatically update us with your up-to-date readings, helping you avoid estimated billing.

You can speak to our team who can offer helpful advice. It's important to let us know as soon as you can if you're having difficulty with your billing. We'll work with you to try and understand your business needs and provide a solution that works for everyone. Contact us by calling 03457 25 25 26 and selecting option 2. for more helpful information, you can click here

Your final invoice will be generated based on your new suppliers initial reading - so don't forget to provide them with a reading on the day you're switching. You can find more information about moving premises here

The rates you are charged for your energy are detailed on your contract. They are also shown on your bills alongside the number of units used. If your contract was negotiated by a third party on your behalf, they will also have a copy of your agreement.

The Feed-In Tariff (FIT) scheme is an environmental programme aimed at promoting widespread uptake of small-scale, low carbon, electricity generation technologies. The FIT scheme requires certain licensed electricity suppliers to pay fixed tariffs to micro and small renewable and micro Combined Heat & Power (CHP) generators for electricity generated and exported to the National Grid.

The FIT scheme policy and tariff rates are set by the Department of Energy and Climate Change (DECC), but the scheme is administered by FIT Licensees and Ofgem. For further information please take a look here.

Climate Change Levy is a government-imposed tax to encourage the reduction in greenhouse gas emissions. It is also intended to encourage businesses to use energy more efficiently. CCL is charged on the units/kWh used and is index linked.

VAT can also be charged on the Climate Change Levy - except where the supply qualifies for the reduced VAT rate. Renewable energy is exempt from CCL.

VAT is normally charged on electricity and gas at the standard rate of 20%. However, there is a 'low energy consumption' level that is charged at a lower rate of 5%. The low energy consumption level equates to an average business electricity demand of 33kWh a day (or 1000 kWh a month) or business gas of 145kWh a day (or 4,397 kWh a month).

There are a number of different types of energy meter. These range from clock dial meters to smart meters. Most digital meters have a button on the front which you can press to work through the different options. If you are unsure about meter reading at any point, make a note of the meter serial number shown on the front of the meter and call us on 03457 25 25 26 and we'll try to help. You can also take photographs of your meter and email them to sme.service.helpdesk@sse.com.

It's important to provide meter readings as soon as you begin to be supplied by us - either because you have switched from another provider or have moved into new premises supplied by us. Readings can be provided either through your online account (it's easy to register and it's well worth sorting this as quickly as you can). You can submit a meter reading when you log in or sign up to your account online or by calling 0345 725 2526, by post to SSE Business Energy, No. 1 Forbury Place, 43 Forbury Road, Reading RG1 3JH.

You'll need to supply the Meter Point Administration Number (or the Meter Serial Number) as well as the full address when you supply the meter readings. We'll accept meter readings taken within 10 working days before or after the initial change of supply date.

Yes. Most meters are read by our meter reading team every six months.

In December 2021 SSE Energy Solutions signed new commercial partnerships with metering service providers.

• Calisen will act as the new electricity data collector, data aggregator (DCDA) and gas meter read service provider.
• SMS and Energy Assets will act as meter operators (MOPs).

We’ll begin migrating customer sites over to the new service providers in a phased approach in early 2022, with a targeted completion date of 31 March 2022.

In terms of the service you receive, SSE Energy Solutions will continue to be your energy or gas supplier.

When visiting your premises to read the meter, Calisen representatives will provide identification displaying the Lowri Beck logo and telephone number together with the name and photograph of the representative. If you wish to confirm the identity of an engineer, please telephone the number provided on their identity card.

As our new meter read provider starts to schedule meter readings aligned to when you’re due to receive a bill, there will be a short-term change to your billing cycle, meaning your next bill could be triggered either earlier or later than your existing 90-day or 30-day period.

I haven’t had my meter read as normally expected.

To provide a meter reading simply log in to your online account and supply an up-to-date meter reading or submit one online, or by calling 0345 725 2526.

If you suffer from a temporary loss of supply, you need to contact your Distribution Network Operator (DNO) or call 105. You can find details of the various DNOs around the country here.

In a situation that you can smell gas or suspect a leak phone the Gas Emergency helpline on 0800 111 999.

If you need a visit from one of our staff to change a meter, take a meter reading or inspect your supply, you just have to get in touch to arrange a suitable time. You can call us on 03457 25 25 26 or submit our online form.

Please note that all of our engineers carry identification and will show their ID unprompted when they visit. Occasionally, we also use sub-contracted staff to supplement our team. These contractors will also show their identification when they visit. If you need to establish what the meter supplies (known as a supply trace or wire trace) you will need to contact a private electrician.

It's easy to move your energy accounts to SSE Business Energy. Contact our Energy Sales team to discuss your contract options on 0800 389 4466.

If your contract with your existing supplier has expired, you can join us right away. We'll take care of the administration for the change of supplier. If you are still in contract, you will need to comply with your existing supplier's terms and conditions for contract termination.

Let us know that you're moving premises by completing our online form

The information you need to provide will vary depending on whether you’re moving in or moving out.

Mandatory fields will include a moving date and meter information, such as a meter reading, serial number and invoice structure identifier. Non-mandatory fields will depend on the situation. However, it will enhance the accuracy of the change of tenancy if you complete all fields on the form.

As close to your move or change in tenancy date as possible. We're happy to receive a change in tenancy form up to a week in advance.

No, there are no penalties or charges for moving.

There are a couple of ways you can find out who supplies your gas and electricity.

For your gas supply, search your postcode on the Find My Supplier website. Alternatively, call the Meter Number Helpline on 0870 608 1524. Please note, calls to this number cost 7p per minute, plus your phone company's access charge.

For your electricity supply, search your postcode on the Power Cut 105 website. This will tell you who your electricity operator is. You can then search your postcode on your electricity operator's website. Alternatively, call your regional electricity distribution number. Please note, call costs will vary based on the starting digits, your phone provider, and whether you use a landline or mobile.

We're a commercial supplier and don't offer domestic tariffs.

You can let us know that the property is being used as a domestic dwelling using one of our moving forms, found here. Once completed, you can arrange for a domestic supplier to take on your energy supply.

If you're a third party intermediary (TPI), you can submit multiple requests at the same time.

If you're a customer, you can't submit multiple requests. You'll need to submit one request at a time.

If you provide an email address when submitting a change of tenancy request, we'll send you a confirmation email. We'll also send you a welcome letter in the post once the process is completed.

Yes, new meter installations are subject to an administration fee and signing up to a supply contract with SSE Business Energy.

The easiest way to check who supplies gas or electricity to your property is to look at your bill. The supplier's details will be clearly shown on the bill. However, if you don't have a bill you can call your local Distribution Network Operator and ask for their Meter Point Administration Service. They'll ask you to quote the meter serial number which is shown on the meter.

SSE installs a number of different kinds of meter. To request installation of a certain type of electricity meter, please complete this application form.

For a new Gas connection, please contact SSE Commercial Gas Siteworks on 0345 070 1265 to discuss your needs.

kVA stands for Kilovolt Amperes and is also known as Total Power. It's the maximum power requirement for your premises that has been agreed with your Distribution Network Operator.

There's no set time for meter installations. We recommend that you should allow 12 weeks from your application date although we will try our best to get the meter installed at the earliest date available, provided the electricity or gas distribution work has been completed.

You need a Meter Operator contract to make sure you obtain the best price and the level of service you require. Also, suppliers can't arrange a meter connection without it.

No. To ensure fair competition within the industry, they have to operate independently.

As SSE is providing a credit account we need to make sure the customers are able to cover their commitment to pay their balance in full.

Yes, you do need to be on site for the duration of the installation.

'Deemed contracts' occur when customers begin a new supply at a property but have not yet signed a supply contract. The rates for 'deemed contracts' are then higher because the power for these has to be acquired by us on a daily basis at a less economical rate.