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Is SSE now OVO? Customer questions answered

SSE is one of the UK’s biggest energy suppliers. In January 2020, the supplier sold its domestic energy unit to OVO. Are you an SSE gas or electricity customer? Read on to find out what this takeover means for you.


UK domestic market: Great Britain 100% renewable energy
Number of customers: 3.5 million Installs smart meters for free
Electricity sources: Renewables Offers tariffs for all meter types
Fuel mix score:★★★★★ Expensive rates
Selectra score:★★ Difficult to contact

Are you an SSE broadband customer? Head to our SSE broadband guide for details about the latest broadband deals. If you live in the Republic of Ireland, you should check out our SSE Airtricity Ireland for information regarding SSE in your area.

FAQs for SSE energy customers

1. Has OVO taken over SSE?

In January 2020, OVO Energy acquired SSE’s domestic retail business (SSE Energy Services) for £500 million. The SSE brand will be used by OVO for a period of time under licence; however, it will eventually be phased out by the new supplier.

SSE continues to supply energy to business energy customers across the UK. If you’re an SSE business energy customer, head to our SSE business guide (coming soon!) for more information.

2. Will my energy supply be interrupted?

SSE electricity and gas customers can rest assured that their energy supply will continue as normal. It will not be interrupted at any time throughout the transfer process to the new provider.

3. Will my top-up key or card still work?

Your top-up device will continue to work. Customers can still top up with SSE either at the shop or online (for customers with smart meters).

4. Will my smart meter still work with the new provider?

Your smart meter will continue to function as it always has with the new supplier. If you have booked an appointment to have a smart meter installed, SSE will still carry out the installation as normal.

5. I don’t want to be supplied by OVO. Can I move to another supplier?

Customers are not obliged to stay with SSE now that it is supplied by OVO. We actually recommend comparing energy tariffs in your area to find the best one to suit your household’s energy needs.

Want to find out which energy company has the best deals?Get the best tariffs for your home by speaking to one of our trained energy experts - it's free! Call 020 3966 4692 or get a free callback now.

About SSE

flame and lightbulb

In 1998 Scottish Hydro Electric and Southern Electric merged to form SSE. The company acquired Swalec in 2002, Atlantic in 2004, and Airtricity in 2008 (for approximately £1.08 billion!).

For years, SSE was the second-largest energy supplier in the UK, just behind British Gas.

The latest SSE news came in January 2020 when SSE sold its domestic energy services division to OVO Energy. Having previously acquired Boost and Spark Energy, the SSE takeover made OVO the second-largest energy supplier in the UK.

What does SSE stand for?

SSE is an abbreviation of the energy company’s former name, Scottish and Southern Energy. The name was changed to SSE in January 2010.

Who owns SSE?

SSE’s domestic retail arm is now owned by OVO Energy. The latter purchased this division of SSE in January 2020 for £500 million.

SSE share prices

The SSE share price began to steadily decline in 2015, losing over £400 in value over a four-year period. However, when the company announced that it was looking to sell or float its energy services division in May 2019, it’s share price began to go back up.

The SSE share price most recently peaked in February at £1,529, but then it drastically fell to £1,241.50 in response to the coronavirus pandemic. After making a small recovery over the last couple months, the current SSE share price sits at £1,329.

Tariffs & prices

SSE offers a variety of tariffs for all meter types and payment methods. Prices depend on your location and the amount of energy that your household consumes. As with most UK energy suppliers, SSE’s pay-as-you-go tariffs are more expensive than those for customers with credit meters.

For a medium-sized home in London that uses the average consumption levels of both gas and electricity and pays via a monthly direct debit, SSE’s standard variable tariff would cost just over £94 per month and around £1,129 per year.

By switching to a cheaper tariff with a different supplier, SSE electricity and gas customers could easily save hundreds of pounds on their energy bills over the course of the year.

Head to our complete SSE tariffs guide for more information about the supplier’s energy plans and prices. If you’re looking for the best deal on the market, we recommend you also check out the following Selectra guides:

Looking for the best tariff on the market?Look no further! Our energy advisers can help you find the best offer on the market. Call 020 3966 4692 or Get a free callback now.

SSE reviews: customer service & complaints

On customer review site Trustpilot, SSE has a disappointing rating of just 1.3 out of five stars. With just over 1,300 customer reviews, nearly 90% of the customers who left an SSE review gave the supplier either a poor or a bad rating, while only 10% of customers said the supplier was either good or excellent.

The SSE reviews show that having to wait for a long period of time to get through to a representative on the phone is a leading cause of frustration for SSE electricity and gas customers.

AVOID!! I have been on hold 3 times for over 30 minutes today and still on hold while I'm writing this review. Terrible customer service cant get hold of the team on Facebook or online.

Mz Abz Trustpilot review

Many customers also complained about SSE sending estimated bills even though the customers had regularly submitted their meter readings.

They will not take the meter reading you give and make up their own reading and now have invoiced me for £552.25 even though they have sent me an email agreeing the units used are only 79 but continue to invoice me for a much larger amount.

Sharon Truspilot review

How do SSE reviews compare to those from other energy suppliers?

The table below breaks down the UK’s best energy suppliers in terms of customer service, according to the latest research from Citizens Advice. Surprisingly, SSE managed to come in at sixth place out of 41 suppliers with an overall score of 3.85 out of five.

The organisation reviews and compares UK energy suppliers across the following six categories on a quarterly basis:

  • Number of complaints per 10,000 customers
  • Average call centre wait time
  • Switches completed within 21 days
  • Customers who had an accurate bill in the past year
  • Bills and statements sent on time
  • Customer guarantees
Rank Energy Supplier Rating
1 Igloo Energy 4.6
2 M&S Energy 4.15
3 Zebra Power 3.95
4 Avro Energy 3.95
5 So Energy 3.9
6 SSE 3.85
7 Octopus Energy 3.85
8 Green 3.8
9 ESB Energy 3.75
10 EDF Energy 3.7

SSE’s score is the highest out of the Big Six energy companies, and it’s also quite a lot higher than what customers gave SSE on Trustpilot. This could be due in part to the fact that customers are more likely to leave a review when they are upset, rather than when they are satisfied.

SSE complaints handling

If you need to make a complaint to your energy provider, you’ll want it to be resolved as quickly and professionally as possible. Let’s have a look at SSE’s complaint data to see how efficiently the company resolves customer complaints.

SSE Complaints Handling Data
Time period Total complaints received Total complaints resolved Percentage resolved by end of next working day Percentage resolved within eight weeks
April - June 2020 73,850 71,793 72.9% 94.7%
January - March 2020 110,409 108,384 74.9% 95.0%
October - December 2019 125,244 121,608 78.3% 96.0%
July - September 2019 140,563 137,876 81.5% 96.2%

Even though the number of SSE complaints per quarter has decreased over the past year, the supplier’s ability to resolve complaints has slowed. If you have an open complaint that has not been resolved after eight weeks since you originally made contact, you should escalate the complaint to the Energy Ombudsman.

SSE login: Access your online account

Are you trying to access the SSE login page? With an SSE online account, you can manage your energy account 24 hours a day, seven days a week. Once you log in, you’ll have access to the following services:

  • Check account balance
  • Make payments and view history
  • Submit meter readings
  • Manage your contact preferences

Stuck logging in?Call one of our knowledgeable advisers and get logged in in minutes. Call 020 3966 4692 or Get a free callback now.

How do I access the SSE login page?

laptop

Accessing the SSE login page is easy. Simply go to the supplier’s homepage and click on where it says My account in the top right corner. You will then be directed to the login page. It says Log in to your SSE online account in blue letters at the top of the page

How do I log in to My SSE account?

We break down how to log in to your SSE online account in four simple steps below.

Step 1: Access the SSE login page using the steps from the previous section.

Step 2: In the box under where it says Email Address, enter the email address linked to the account.

Step 3: In the box below where you have entered your email address, enter the password that is associated with the account. If you have forgotten your password, click on where it says Forgotten your password? You must then enter your email address and go to your email account. Open the most recent message from SSE and click on the link to reset your password.

Step 4: Click on the blue button that says Log in.

What can I do with the SSE app?

The SSE app allows customers to manage their energy accounts entirely through their smartphones. Unfortunately, the SSE app is only available for customers who pay either by direct debit or quarterly bill.

Through the app, customers are able to perform the following actions:

  • Submit meter readings.
  • View your SSE bills and statements.
  • Edit your personal account details.

In addition to the above features, customers with smart meters can also track their energy usage in near real-time via the SSE app.

SSE top up

Are you an SSE pay-as-you-go customer? Do you need to top up your gas or electricity meter? Depending on your meter type, there are a few different ways that you can top up. We break down the different SSE top-up methods below.

In order to make sure that your energy supply does not stop, it is important to keep your meters topped up. SSE prepayment customers can add up to £99 at a time to each meter, but beware that the meter will only hold up to a maximum of £250 credit.

Top up your standard prepayment meter

For customers with a standard prepayment meter, you will need to take your SSE top-up key or card to your nearest SSE top-up location, which is any Post Office or PayPoint in your area.

If you have been advised to stay at home because of the coronavirus pandemic and are not able to visit an SSE top-up location, ask a family member or a friend if they can help you. If you are unable to ask friends or family, you can contact SSE to submit your payment over the phone. The supplier will arrange for an engineer to deliver a new key or card with the applied credit.

SSE smart meter top up

For customers with smart meters, the SSE top-up service is available online. This is the easiest way to top up your gas or electricity meter. Note that it can take up to 40 minutes for the credit to reach the meter.

To top up online, go to the SSE homepage and click on where it says Top up Pay As You Go. Then click on the blue button on the left side that says Top up smart meter. You will then be prompted to enter the email address and password associated with your online account.

If you do not have an online SSE account, you can still top up online by clicking on Top up now. You will need to have your pay-as-you-go card number handy.

SSE pay-as-you-go customers with smart meters can also top up at your nearest Post Office or PayPoint, as well as by calling the supplier.

How do I submit my SSE meter reading?

Do you need to submit your SSE meter reading? If you have a second-generation smart meter (SMETS2) or a smart meter that was installed by SSE, it will automatically submit the SSE meter reading to the supplier.

If you have a standard credit meter or a first-generation smart meter (SMETS1) that is not compatible with SSE, you will need to manually submit your meter reading to the company in order to ensure accurate billing.

To submit your SSE meter reading, you can do so through one of the following three ways:

  1. Online - You can submit the meter reading online via your online SSE account. If you do not have an account, you can still submit your SSE meter reading online. Go to the SSE homepage, click on Energy in the top bar and select Submit meter reading.
  2. Via the SSE mobile app - The MySSE mobile app allows you to scan your meter to submit the reading. You can also submit it manually through this platform.
  3. By phone - You can also call the supplier’s Meterline on 0345 070 7371 to submit your SSE meter reading. You will need to have your 10-digit customer account number handy. This can be found on the right-hand side of your bill.

How do I submit my SSE FIT reading?

Customers should only submit an SSE FIT reading (or Feed-In Tariff meter reading) if the supplier has requested this information. You can submit your SSE FIT reading via the following three ways:

  1. Via an online form on the supplier’s website. It only takes a couple of minutes to fill out.
  2. By sending an email to fitreads@sse.com.
  3. By calling SSE on 0345 071 7827. Representatives are available Monday to Friday from 8 a.m. to 5 p.m. and on Saturdays from 8 a.m. to 2 p.m.

SSE smart meters

electricity meter

Would you like to have an SSE smart meter installed? The energy supplier has already begun installing the second generation of smart meters (SMETS2). These SSE smart meters are interoperable between suppliers, meaning they will continue to function properly even if you switch to a different energy supplier.

With an SSE smart meter, prepayment customers can top up their meters online. Customers with their smart meter in credit mode no longer have to bother with submitting meter readings because the meter automatically sends this information to the supplier.

SSE smart meters also come with a digital tracking device, which allows you to monitor your energy consumption in near real-time. This can help you to cut back on your energy consumption and save money on your SSE bills.

If you would like to have an SSE smart meter installed, you can either contact the supplier’s customer service department or book an SSE smart meter installation online.

Could a smart meter help you save money on your gas and electricity bills?Call one of our advisers to find out how much you could save. Call 020 3966 4692 or get a free callback now.

Are you moving home?

If you’re currently supplied by SSE and are moving home, you’ll need to let the SSE moving home team know that you are moving out. If you wish to stay with SSE at the new property, you may be able to set up your new SSE account at the same time.

You should notify the SSE moving home team at least two working days before you move out. The easiest way to inform SSE that you’re moving home is by filling out a moving out form online. Simply go to the SSE homepage, click on where it says Energy in the top bar and then select Moving home.

It’s a good idea to take the closing meter readings of your current property, as well as the opening meter readings of the new one. We also recommend letting the current supplier at the new property know you’ve moved in. The supplier will then close the SSE account of the previous occupant.

For more information, check out our dedicated moving guide.

SSE home services

If you want to protect yourself from the high costs of repairing or replacing a broken boiler, then having boiler cover is a must.

SSE boiler cover ranges from as low as £4.95 to £23.95 per month. All cover plans include the boiler and controls, as well as the thermostat and programmer. The energy company also offers electrical wiring cover for just £5.30 per month.

Customers can sign up a cover plan either online or by calling SSE. For more information about cover plans and prices, check out our SSE boiler cover guide (coming soon!).

SSE customer service contact

Do you need to get in touch with the SSE customer service department? There are quite a few ways to contact SSE and speak with a representative.

Customers can call the SSE customer service department on 0345 070 7373. Unfortunately, the supplier says it is running a reduced staff at its call centres, so its phone lines are likely to be busier than normal.

Depending on your payment method, the SSE customer service department has different hours of availability. Reference the table below to find the customer service hours that correspond to your payment method.

SSE customer service hours
Payment method Opening hours
Direct debit or quarterly billing Monday to Friday: 8am - 6pm; Saturdays: 9am-2pm
Prepayment (PAYG) Monday to Friday: 8am-8pm; Saturday: 8am-6pm; Sundays: 8am-5pm

If you don’t feel like waiting on the phone, you can reach out to the SSE customer service department via the supplier’s live chat on the SSE website. Customers can also contact the supplier via Facebook and Twitter (@yourSSE).

For more SSE contact information, head to our complete SSE contact guide for a breakdown of all the different contact details you might need.

Talk to a real person - FastYou won't have to talk to a machine or wait on hold for hours. Our free service will put you through to a real person without the wait. Call 020 3966 4692 or get a free callback now.

Warm Home Discount

The Warm Home Discount is a government scheme that is designed to help households that are at risk of fuel poverty during the winter months, which tend to be more fuel-intensive.

The Warm Home Discount takes the form of a one-off credit of £140 on your electricity bills from October to March. Find out if you qualify with our SSE Warm Home Discount guide.

If you’re not eligible for the Warm Home Discount, there are still lots of other ways to get financial support. Check out our guide to government grants and schemes to see what help you can get with your energy bills.

It’s also likely that you could save even more money than what you would receive from the Warm Home Discount by simply switching to a cheaper energy tariff. Give us a call on 020 3966 4692 to get a free comparison of the tariffs available in your area.

SSE rewards

The SSE rewards programme is a free service that is only available to SSE customers. It offers exclusive presale tickets to concerts and events at the SSE Arenas in Glasgow, Belfast and Wembley. You can also apply for the chance to win access to SSE lounges and other one-off prizes.

You can register for the SSE rewards programme online. For any queries, send an email to ssereward@sse.com.

SSE jobs & careers

If you are thinking about getting a job or starting your career at SSE, your first step is to see the available job vacancies that they currently have on offer. To name a few, here are some of the industries in which you could begin working:

  • Customer service
  • Business support
  • Engineering
  • Construction
  • Renewable energy
  • Smart metering

To view the current SSE job vacancies, go to the supplier’s homepage and scroll down to the bottom of the page. Click on where it says Careers. You will be redirected to the Careers page for OVO Energy. Click on the purple button that says See our vacancies.

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