SSE Airtricity Gas NI Limited - Covid-19 Update: Our commitment to you

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Covid-19 Update: Our commitment to you

02 April 2020

At SSE Airtricity we’re committed to supporting efforts to limit and delay the spread of Coronavirus (Covid-19) and the wellbeing of our colleagues, customers and the communities we serve is our number one priority. Please be assured we’re operating as normal and will endeavour to continue doing so.

See our Covid-19 FAQs here:

  

2 April 2020

At SSE Airtricity we’re committed to supporting efforts to limit and delay the spread of Coronavirus (Covid-19) and the wellbeing of our colleagues, customers and the communities we serve is our number one priority. Please be assured we’re operating as normal and our priority remains maintaining our service and power to our customers and helping people to stay safe and healthy.

 

Our Customer Care Team:

We’re doing everything we can to continue the same level of service that you’re used to in the coming weeks but please be aware our phone operating hours have temporarily changed to help us manage a greater volume of calls during the day. Our temporary opening hours are 08:30-17:00 Monday-Thursday and 08:30 -16:30 Friday. We will continue to provide regular updates here on our website and also via our Facebook and Twitter feeds.

 

As you can appreciate, our priority is to focus our efforts on ensuring we take the care of our more vulnerable customers and those with prepayment meters.

 

We’re here to answer your questions

  • Call us on 0345 900 5253
  • Monday-Thursday 8.30am-5.00pm and Friday 8.30am-4.30pm excluding bank holidays.
  • Email us at info@airtricitygasni.com
  • Gas Boiler Repairs Priority Appointments – Call 0346 603 00 26 Mon-Fri 9am-5pm
  • In an emergency: If you smell gas phone the 24-hour gas emergency service on 0800 002 001
  • Check out our list of Covid-19 Frequently Asked Questions.

 

 

Concerns about paying your energy bills:

We understand this is a challenging and uncertain time for many of our customers. If you have concerns about paying your energy bills, we are committed to working with you to find a resolution together, simply call us on 0345 900 5253.

 

Important information for Prepayment Customers

We recognise some of our customers may be impacted over the coming weeks and may be required to stay indoors and self-isolate.

There are a number of steps we are advising customers with prepayment meters to consider.  Please make a list of neighbours, friends and family who live nearby and can support you by visiting top-up outlets for you if you are not in a position to leave your home.

 

For customers with Gas Prepayment Meters:

If you have a gas prepayment meter, there are some steps you can take if you feel unwell or need to self-isolate:

  • Please remember that gas top ups can only be purchased at a PayPoint Outlet. This means you must bring your card to the shop.
  • Please ensure the outlet is open before you leave your house as a large number of Paypoint Outlets are operating at reduced hours or temporarily closed. Paypoint outlets contact details are available here.
  • Make a list of neighbours, friends and family who live nearby and might be able to top up your card if you cannot leave your home.
  • Know who your supplier is, share that information with your helping neighbours, friends and family and give them your meter box key so they can access the meter if it is outside.
  • Consider topping up your meter more frequently to ensure your meter always

 

For customers with Electricity Prepayment Meters:

If you have an electricity prepayment meter, there are some steps you can take if you feel unwell or need to self-isolate:

  • Please remember SSE Airtricity customers can top up at PayZone, PayPoint and Post Office locations. You can also top up online or by calling 0345 601 9093 - Monday to Friday 8am to 8pm.
  • Make a list of neighbours, friends and family who may be able to assist you topping up
  • Know who your supplier is, share that information with your helping neighbours, friends and family and give them your meter box key so they can access the meter if it is outside
  • Consider topping up your meter more frequently to ensure your meter always has enough credit.

 

If you are unsure how to top up your meter or require further information on your prepayment meter, we would like to highlight that all suppliers have in place a Code of Practice on Services for Customers with Prepayment Meters which can be viewed here or requested from us directly.

Meter readings suspended:

In keeping with Government and NHS advice on social and physical distancing, meter readings have been suspended for a period.

  • If you would like to submit a meter reading and it is safe to do so, simply make a note of your reading from your gas or electricity meter, or both. If you need help on how to read your meter, visit our meter reading page.
  • Online Account
  • We’ll use your reading to more accurately calculate the energy you’ve used for your next bill.

 

Please be assured our priority remains maintaining our service and power to our customers and helping people to stay safe and healthy.

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SSE Airtricity is a trading name of SSE Airtricity Gas Supply (NI) Limited which is a member of the SSE Group. The Registered Office of SSE Airtricity Gas Supply (NI) Limited is 25 Great Victoria Street, Belfast, Northern Ireland, BT2 7AQ. Registered in Northern Ireland No. NI032810.

View a list of our registered companies

SSE Airtricity is a trading name of SSE Airtricity Gas Supply (NI) Limited which is a member of the SSE Group. The Registered Office of SSE Airtricity Gas Supply (NI) Limited is 25 Great Victoria Street, Belfast, Northern Ireland, BT2 7AQ. Registered in Northern Ireland No. NI032810.

View a list of our registered companies

If you smell gas, phone the 24-hour Northern Ireland Gas Emergency Service on 0800 002 001.