SSE Atlantic: Contact numbers & Customer support

SSE Atlantic has changed hands and is now simply, SSE. Anyone affected should contact SSE directly for more information.

SSE Atlantic contact details: a quick reference table

In the table below, we have listed the main SSE Atlantic contact numbers, as well as its email and mailing address, to help you get in touch with the supplier fast.

SSE email address

For certain purposes, you can contact the company via email. Email is a good option if your issue is not urgent and you cannot ring the supplier during its operating hours. The table below contains a list of all SSE email addresses.

What is the SSE Atlantic phone number?

To speak with a customer service representative, former SSE Atlantic customers should dial 0345 070 7373. The new supplier says it is running a reduced staff at its call centres, so its phone lines are likely to be busier than usual.

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

When calling, you will be prompted to select one of the following two options from an automated recording:

1. If you top up your meter with a key or a card, press one.
2. If you pay by direct debit or on receipt of a bill, press two.

Depending on your meter type, you will then be directed to a new automated menu with four options to choose from. To help you handle your query as quickly as possible, we break down the different options below.

Do you have a prepayment meter?

If you pay for your energy by topping up with a key or a card, you should have selected option one from the initial menu. You will then be prompted to choose from the following options:

1. To tell the supplier that you have moved or are moving soon, press one.
2. If you’re worried about paying for your energy, press two.
3. If your meter is displaying an error message, press three.
4. For anything else, press four.

Do you have a credit meter?

If you pay for your energy either by direct debit or on receipt of a bill, you should have selected option two. Next, choose from one of the following four options below:

1. To inform the supplier that you have moved, press one.
2. If you’re worried about paying your bill or would like to discuss your payments, press two.
3. If you would like to discuss your bill, press three.
4. For more options, press four.

If you’re not sure which option to choose, we recommend selecting the fourth option. You will then be directed to another automated menu with the following three options:

1. To leave a meter reading using your account number, press one.
2. To make a debit or credit card payment, press two.
3. To speak with a customer service representative, press three.

Make a complaint

Do you need to make a complaint to your energy supplier? Former SSE Atlantic customers will need to call their new provider on 0345 070 7373 to file a complaint. A representative will try to resolve your complaint when you call.

If the representative is unable to immediately resolve your complaint, it will be escalated to either a manager or a specialist team. The supplier will then aim to provide a solution by 8 pm the following working day.

Former SSE Atlantic customers can also fill out a complaints form on the SSE website. If you submit a written complaint, you can expect to hear back from the supplier by 8 pm the next day.

If you are not satisfied with the resolution of your complaint, you can then escalate the matter to the Head of Customer Service Team by either calling 0345 071 9853 or emailing [email protected]. This individual will conduct an internal review and aim to provide you with a solution within five working days.

If you are still not satisfied with the conclusion, you can then contact the Energy Ombudsman on 0330 440 1624. You can also reach out to the Energy Ombudsman if eight weeks have passed since you first made contact and the complaint has still not been handled.

Other ways to contact SSE Atlantic

There are various other ways for former SSE Atlantic customers to contact their new energy supplier besides just over the phone. Customers can also reach out to the company via its live chat on the SSE website, Facebook or Twitter (@yourSSE).

You can also send an email to [email protected] or write a letter addressed to the following address: Customer Service SSE, Inveralmond House, 200 Dunkeld Road, Perth PH1 3GH.

Former SSE Atlantic customers may also be able to find the answer to their query in the Help section on the SSE website. Simply go to the homepage and click on where it says Help in the top right corner.

Emergency contact information

In the case of a gas or electrical emergency, you should not contact SSE Atlantic. We break down the emergency contact details below. Both of the following helplines are available 24 hours a day, seven days a week.

Power cut

If you need to report a power cut or an electrical emergency, you should call your electricity network operator on 105.

If you experience a power cut, we recommend you take the following action (if possible):

• Check the street lights or ask your neighbours to see if the issue is affecting other areas.
• Go to your fuse box and check that the trip switch is on. If it’s not, turn off all appliances and attempt to reset the switch.
• Turn off any computers and other sensitive equipment.
• Do not open your freezer. Some freezers can remain cold for up to 12 hours if unopened!
• Check on your vulnerable neighbours to ensure they are warm and that any medical equipment is working.

Gas leak

If you smell gas or need to report a gas emergency, you should call the National Gas Helpline on 0800 111 999 immediately.

In the event of a gas emergency, you should do the following:

• Turn off the gas supply
• Put out all naked flames
• Open door and windows
• Do not turn on or off electric switches
• Do not use your landline or doorbell
• Do not smoke