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

05 May 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.

See our Covid-19 FAQs here:

Last Updated: 05 May 2020

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 due to COVID 19 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 remember that gas top ups can only be purchased at a PayPoint Outlet. This means you must bring the card associate to the meter to the shop.
• Please ensure the outlet is open before you leave your house as Paypoint Outlets may be 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 or by a larger amount, up to the value of £49 at a time, to ensure your meter always has enough credit.
• If after considering the above steps that you are still experiencing difficulty topping up your prepayment meter, please call us on 0345 900 5253 or email us at info@airtricitygasni.com

Meter Reading Suspended

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

In the absence of our Meter Reading team, we will be billing customer accounts based on a system estimated meter reading unless you have provided an actual read.

If you prefer to get billed on an actual read, you can provide a meter read through our website. Please visit www.airtricitygasni.com and follow the link to ‘Submit a Meter Reading’.

Advice on how to read your meter is available in our ‘Help & Advice’ section on our website. 

Once it’s safe to recommence our Meter Reading Operations, any future meter reads obtained by our team will update our billing system and will ensure that your account is brought back in line with your actual meter read. 

For SSE Airtricity Electricity customers please see the latest updates here: www.sseairtricity.com/uk/home/covid-19

The Consumer Council of Northern Ireland have provided updates and further information on your consumer rights across a variety of areas that are being affected by COVID-19 (coronavirus). For more information please click here

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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