SSE Airtricity Gas NI Limited - Energy Price Guarantee FAQs'

Energy Price Guarantee FAQs'

Internal FAQs - Government Supports for Domestic Customers

The UK Government has introduced a range of supports for domestic energy customers starting this winter.

Energy Price Guarantee

The Energy Price Guarantee Scheme reduces the unit cost of electricity and gas that a typical household in Northern Ireland will pay for their energy. 

This Government scheme will be effective from October 2022 to 31 March 2024.

Frequently Asked Questions: EPG

How do I know if I am eligible for the scheme?

All Domestic customers are eligible to receive these supports. You’ll see the discount applied to your bill from November 2022.

How will I receive these supports?

Credit meter customers will have the support discount automatically applied to their bill.

 Prepay customers will have the support discount applied to their unit rate. Prepay customers will need to top up their meter from 1 November to have these discounts applied.

When will I see this support apply to my bill?

Domestic energy customers will have the support discount (Energy Price Guarantee) applied to their bills from 1 November 2022.

How are the rates calculated?

The discount rates per kWh are calculated by the UK Government. For more information on how these calculations are made, please click here.

How often will my discount per kWh change?

If the discount per kWh reviewed by the Government changes, suppliers will be made aware of the revised discount rate. Based on this review, discounts may or may not change. Any change in discount will automatically be applied to your bill.

Where can I find more information about this scheme?

For more information on how the Government is supporting domestic customers click here.

What rate will I be charged when the scheme ends?

When the scheme ends, you will be charged the SSE Airtricity rate applicable to your contract at the time.

I run a business from my home. What Scheme am I entitled to?

Eligible businesses will receive Government supports through the Energy Bill Discount Scheme (EBDS). (More information to be provided on this when available)

Domestic customers will receive Government supports through the Energy Price Guarantee (EPG).

Frequently Asked Questions: General

I need to speak about my electricity account

If you wish to speak with our electricity department, please call our Customer Service Team on 0345 601 9093 or through webchat. We’re here to help Monday to Friday, 8am to 8pm. In addition, our webchat service is also available on weekends and bank holidays, 10am to 6pm.

How can I ensure that I am billed accurately?

To ensure your bill reflects actual consumption, please ensure the meter reader gets access to read your meter and undertake a gas safety inspection.

Can I submit a meter read?

If you would like to submit a meter read, you can do so here.

I currently pay by Direct Debit Budget Plan; do I need to do anything?

There’s no need for you to do anything at this stage your Direct Debit is now due to be reviewed in line with the Energy Price Guarantee introduced by the government from 1^st November 2022 in Northern Ireland. You will receive a letter outlining any change to your monthly payment amount, which will be reviewed in line with the rate discount to reflect the EPG government schemes.

If I have credit on my account and would like a refund?

Your Direct Debit Budget Plan will be reviewed to reflect your estimated consumption and the changes in tariff. Any credit already built up on your account will be included within the Direct Debit calculation. Should you request a refund of your credit balance, your direct debit will be recalculated which will mean your monthly amount will be increased.

I cannot afford to pay for the gas I need, what supports are available?

If you have any concerns about paying your energy bills, please contact us as soon as possible so together we can come to an arrangement that allows you to manage your bills.

There are multiple ways to pay, including using a prepayment meter. If you would like to discuss your options, just contact us and we can find the most appropriate way for you. Full details of all our payment options are available on our website here.

Customers who choose to pay by our monthly Direct Debit Budget Plan, to spread the cost of their usage over the year, will continue to receive a £22.05 discount. You can call us on 0345 900 5253 or email us at [email protected] if you would like to discuss. 

You can make a significant difference to the amount of natural gas you use and save money in the process by following useful hints and tips which we provide via our website or over the phone with our Customer Service Team. We also have helpful Energy Efficiency advice available in our Code of Practice on Efficient Use of Gas.

Independent support or advice, what is available?

If you would like some free, independent local support, you may find it helpful to contact Advice NI, who provide a range of free money advice services. You can contact them by calling 0800 915 4604, Monday to Friday, 9am to 5pm or emailing [email protected]. For more information visit adviceni.net.

Do you expect other suppliers to follow suit?

We cannot comment on other suppliers’ plans in the respective Network Areas. Our focus is on continuing to do everything we can to ensure we consistently deliver value to our customers and provide an outstanding service.

Is my contract right impacted by this change?

If you’re not happy with these changes in tariff, you have the right to terminate your agreement with SSE Airtricity in line with our Terms and Conditions. Our full Terms and Conditions can be viewed at here.

See the CCNI Price Comparison Table for current comparison on gas rates in your area.

How can I help reduce my energy costs in my home?

You can make a significant difference to the amount of natural gas you use and save money in the process by following useful hints and tips which are available on our website or over the phone with our Customer Service Team. We also have helpful Energy Efficiency advice available in our Code of Practice on Efficient Use of Gas.

To request a copy of our Codes of Practice or if you would like any advice or support in relation to reducing your gas consumption, call us on 0345 900 5253 or email [email protected]

Independent Energy Efficiency Advice

For more information and independent support on how you can use gas efficiently, contact NI Energy Advice on 0800 111 4455 or visit their website here.

Do you have any discounts on your tariffs?

Customers who choose to pay by our monthly Direct Debit Budget Plan, to spread the cost of their usage over the year, will continue to receive a £22.05 discount.

There are no discounts on Quarterly Credit or PAYG.

What are you doing to reward the loyalty of existing customers?

At SSE Airtricity, as well as providing the best possible value and service, we always want to go that extra mile for our customers.

For instance, customers who sign up to SSE Reward get access to a range of exclusive customer benefits at The SSE Arena, Belfast, including exclusive access to the SSE Reward Lounge, up to 48-hour advance tickets, discounts on the best hotels and restaurants as well as exciting competitions and promotions.

Additional FAQs you may receive

What information will I receive from SSE Airtricity on the scheme?

Our website will be updated with information relating to the scheme. We’ll also be writing to all our customers with information on the scheme during November.

When your bills or statements are issued the discounts will be reflected in your total bill amount.

What additional detail will I see on my bill?

Gas EPG discount will be included in the tariff rate itself.

 

Domestic and PPM

The UK Government have introduced an Energy Price Guarantee. This discount has been applied to your bill. For more info see www.airtricitygasni.com

 

I’m not happy with the discount being applied and I want to make a complaint. What can you do for me, who can I escalate to for independent advice?

Please follow our internal complaints process.

Does this affect my terms & conditions of supply? Is a termination fee applied?

This scheme does not affect your Terms and Conditions of Supply. A termination fee will not be applied as normal.

Will my monthly Budget Plan Direct Debit be affected?

we’ve revised our Gas Customer’s monthly Direct Debit Budget Plan to reflect the change in your monthly payments and ensure that your budget plan remains on track.

How it the discount applied to PPM customers?

We will automatically add the discount to your account form the 1^st November. Your current tariff will be lowered to account for the discount. To ensure you receive the discounted rates from the 1^st November we advise PPM customers to top up shortly before or on the 1^st November.

Will this scheme affect my SSE Airtricity Discounts?

No, the Government Support discounts are set per kWh. The discount is off your current SSE Airtricity unit rate.

How will VAT be applied?

There is no change to your VAT rate. VAT will be charged on the total energy bill after the discount has been applied.