Help and Advice

Turn off the supply at the meter/emergency control and immediately phone 0800 002 001. This is a 24-hour freephone number available 7 days a week.

If you wish to talk to us about your electricity account, you can contact our electricity Customer Service Team on 0345 601 9093 or on webchat . We’re here to help Monday to Friday, 8am to 6pm. 

If you have a question that is not covered here, please contact us by submitting an online query here or by calling us on 0345 900 5253. We’re here to help Monday to Thursday 8:30am to 6pm and Friday 8:30am to 4:30pm.

A recent review of this pricing means that from 1 April 2026, the standard price of your gas tariff will decrease by 8.10%. This price change means a typical household customer will see gas costs reduce by around £6.65 per month including VAT.

The supply of natural gas comprises the cost of purchasing natural gas on the wholesale market, transporting it through the transmission pipeline, distributing it through the local network, and supplying the gas to our customers.

Each element of the final price to customers is explained in more detail here.

As a price regulated domestic gas supplier, our prices are also regularly, independently reviewed and approved by the Utility Regulator, following a consultation with the Consumer Council and the Department for the Economy.

While we do not know what energy markets will do in the future, we will continue to keep a close eye on all our costs, and we’ll maintain our commitment to passing on any savings as quickly as possible.

We can only change our regulated gas tariffs after an independent review and approval by the Utility Regulator, taking into consideration all supply and operating costs for the regulated gas business.

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.

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.

To make sure your bills are accurate, please ensure the meter reader has access to your meter, and a gas safety inspection has been conducted. 

You can also submit your meter reading to [email protected].  

If you would like to submit a meter read, you can email it to  [email protected] with your meter read, the date it was taken and your account number. 

For information on how to read your meter, click here. 

To ensure your bill is calculated based on actual usage, meter readings will need to be submitted a few days before the account is billed. Any meter readings submitted outside of this period will be recorded on your account to help us estimate your usage. 

SSE Airtricity Gas are required to inspect every meter at least once every two years. If you receive this card, we need access to read your meter, please contact us on 0345 900 5253 or complete our online form to book a meter inspection here.

We have services available for customers who are blind or partially sighted. This includes receiving your bill in an alternative format. This includes braille, large print or audio format. 

To receive a bill in one of these formats, please get in touch with our Customer Service Team on our Freephone Number 0800 032 4322 or download, complete and return the Application Form 

You can make a payment by bank transfer to SSE gas using the following details: 

Bank: Danske Bank 

Account Name: Airtricity Gas Supply (NI) Ltd Collection Account 

Sort Code: 95-01-21 

Account Number: 11289071 

IBAN:  GB90DABA95012111289071 

Please ensure to quote your account number in the reference field. 

 If you have sent a cheque to Millennium House, 25 Great Victoria Street, Belfast, BT2 7AQ and you are receiving payment reminders from us, please contact our Customer Service Team on 0345 900 5253 or submit an online query here and include the following information: 

• The exact amount of the payment 

• The date the cheque payment has cleared from your bank account 

This will allow our Accounts Team to investigate with the bank. 

If you have paid online and you are receiving payment reminders from us, please contact our Customer Service Team on 0345 900 5253 or submit an online query here and include the following information: 

• The exact amount of the payment 

• The date the payment was made online 

This will allow our Accounts Team to investigate the payment made. 

You will need to contact SSE Airtricity Electricity on 0345 601 9093 with payment details, which should include: 

• Any account information 

• Payment date 

• Amount paid 

• Payment method 

The payment will be refunded to you based on your refund preference and once received to your bank account you can then pay the bill on your gas account. 

An Energy Saver Card is a physical card for credit meters that customers can use to top up their account balance at a registered PayPoint or in a Post Office. The Energy Savers Card is similar to a prepayment top-up card, but it updates the balance on a credit account. 

Please contact us by submitting an online query here or by calling us on 0345 900 5253 to order an Energy Savers Card. 

Please be aware that an Energy Savers Card is specific to one account and therefore cannot be used for another property. 

The purpose of the budget plan is to enable you to spread the cost of your gas equally over the year in 12 equal monthly payments and avoid any expensive spikes during the winter period. Gas usage is heavily linked to changes in weather conditions. A typical gas customer uses two thirds of their annual usage during the colder months 

When your Direct Debit is reviewed the following will be considered:  

• The amount of gas you have used in the last 12 months 

• The cost of the gas we forecast you will use for the next 12 months including any balance on your account at the time of review 

You can request a review at any time by contacting our Customer Service Team and you can improve the accuracy of your Direct Debit review by submitting meter reads regularly. 

Your Direct Debit Budget Plan will be reviewed to reflect your estimated usage 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.  

You can request a refund of credit on your account by submitting an online query here or by calling us on 0345 900 5253. When requesting your refund, please provide an up-to-date meter reading to allow your refund to be processed. 

You can request a refund of credit on your account by submitting an online query here or by calling us on 0345 900 5253. When requesting your refund, please provide an up-to-date meter reading to allow your refund to be processed.

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

There are no discounts on Quarterly Credit or Pay As You Go. 

If you wish to change how you pay for your gas, please contact us on 0345 900 5253 or by completing our online form here. 

All information regarding SSE Airtricity Gas payment methods is available here.  

If a change of meter is required for the chosen payment method, this may incur a network charge of £104.68 including VAT if you live in the Greater Belfast network area or £327.60 including VAT if you live in the Gas to the West network area. 

We may request a security deposit from you in the following circumstances: 

• If you don’t meet the credit criteria 

• If you fail to pay or are late paying your bill  

You can choose to pay by Direct Debit or choose to move to a Pay as You Go Meter.

We’ll use the below calculations depending on the information available: 

• Your previous annual usage will be divided by twelve and multiplied by 3 to get 3 month’s average usage for your property. To help us calculate this accurately, we may ask you to provide us with gas bills from your previous supplier. 

• Where we don’t have previous annual usage we’ll use the annual quantity of the property to calculate an estimated twelve month usage and divide this by 3 to get an estimated 3 month’s average for your property. 

Security deposits will be refunded after twelve months of satisfactory payment history.

If there is a balance left unpaid on the account any security deposit held will be used to offset the final balance with any overpayment refunded. Where the final account balance is paid in full, the security deposit will be refunded in full.

For information regarding your Pay As You Go meter works, including where you can top up and how to use emergency credit please click here.  

For additional help and advice on using your Pay As You Go meter, please click here. This link will take you to Phoenix Energy Limited website. 

If you lose or misplace your card before transferring the top-up to the meter, it is considered the same as losing cash. Unfortunately, we cannot refund any unused credit attached to a lost top-up card. 

Please send your top-up card to the address below. We will test the credit on your card and will refund you any remaining credit on the card. A new top-up card will need to be purchased. 
Millennium House, 
25 Great Victoria Street,  
Belfast,  
Northern Ireland,  
BT2 7AQ 

Libra top-up cards can be purchased for £4 at various Paypoint outlets, Please click here to view the locations of Paypoint outlets.  

Quantum cards are not available at PayPoint outlets. If you need a replacement Quantum card, please get in touch with us by submitting an online query here or by calling 0345 900 5253. The cost of a new Quantum card is £6.50.  

Please make sure to register your gas account, whether you are using a credit meter or a Pay As You Go meter. Registration is important for several reasons, the most crucial being that it allows us to contact you quickly in the event of a gas emergency.  It also allows us to manage your account effectively, including processing any necessary refunds or updates to your information.

If you are worried about paying your energy bills, please get in touch with us as soon as possible. We’re here to help and can work with you to agree a payment plan or discuss other support options to suit your circumstances.  

We offer several ways to pay, including prepayment meters and monthly Direct Debit Budget Plans to help spread the cost throughout the year. To find out more or to talk through your options, please contact us and we’ll help you find the best solution for your needs. Full details of all our payment options can be found 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 contact us by submitting an online query here or by calling us on 0345 900 5253 if you would like to discuss.   

You can make a significant difference to your natural gas usage and save money by following useful hints and tips which we provide 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 found here. 

At SSE Airtricity we’re committed to meeting the needs of our customers, especially those with individual needs. The SSE Airtricity Energy Care Scheme provides you with a range of additional services suitable to your individual circumstances 

You can register for the scheme if you are of pensionable age, disabled (including those who are blind, partially sighted, deaf or hearing impaired), terminally ill or chronically sick. As an SSE Airtricity customer we will remind you annually of the existence of the scheme and what you need to do if you wish to register, so that if your circumstances change, we have you covered. 

To register for the SSE Airtricity Energy Care Scheme, get in touch with our Customer Service Team on our Freephone Number 0800 032 4322 or download, complete and return the Application Form. For more information on what is available through the Energy Care Scheme please click here. 

If you’d like some free, independent local support, you may find it helpful to talk to Advice NI who provide a range of advice services including Welfare Reform, Money, Tax & Benefits, and Debt. You can call their office on 0800 915 4604 or visit their website adviceni.net.  

You may also wish to seek advice from the Consumer Council’s Support and Advice in Northern Ireland. You can visit their website, consumercouncil.org.uk/energy or call 0800 121 6022.  

You may also find it helpful to contact Make the Call service to check if you are getting all the benefits, services and supports you’re entitled to. To contact Make the Call: You can phone 0800 2321271; or Text ADVICE to 079 8440 5248; or visit nidirect.gov.uk/contacts/make-call-service 

SSE Airtricity uses SignVideo which provides our Deaf or Hard of Hearing customers who use British Sign Language (BSL) and Irish Sign Language (ISL) instant access to a SignVideo online interpreter. 

If you are deaf or hard of hearing, you can get in touch with us using a free BSL or ISL interpreter by clicking one of the options below: 

Connect to BSL SignVideo interpreter
Connect to ISL SignVideo interpreter 

You can submit an online query here. 

We know that it can be a difficult time when someone close to you has died and we will do our best to make closing or transferring their account as simple as possible. 

You may find it helpful to have the following information available before you call: 

• Your name, address and contact details of next of kin or solicitor 

• Name and address of the SSE Airtricity account holder 

• Recent meter reading 

• Date the account holder died 

We will then request indemnity forms to be completed by the next of kin or solicitor. We will send these forms to you.

If you have moved into a property that is registered with us, but don’t yet have a SSE Airtricity Gas account you can set up a gas account online here or by calling us on 0345 900 5253 on the date of move in. In some circumstances, you may be requested to provide proof of tenancy or proof of ownership. 

You will need the following information to hand: 

• Your new address 

• Supply Meter Point (SMP) or your Meter Serial Number which can be found on the front of your meter 

• Your bank details. Please note that this is only applicable to customers with bill pay meters 

• Opening meter read for your new property 

Please contact us on 0345 900 5253 or by completing our online form here to let us know you have moved out of a property supplied by SSE Airtricity Gas. 

All you need is: 

• The date you moved out of the property 

• Closing meter read for your property 

• A forwarding address 

Switch online now by clicking here. You’ll need to have the following to hand: 

• Supply Meter Point (SMP) or your Meter Serial Number which can be found on the front of your meter 

• A recent meter reading 

• Your address and postcode 

• Your bank details if you decide to pay by Direct Debit 

Switching gas suppliers usually takes up to 40 days. This includes a 14-day cooling off period and a 21 day for network processing. For further information regarding switching please click the below links for your meter type: 

Credit meter switch
Pay As You Go meter switch

You’ll need to top up your Pay As You Go within 28 days with your original top-up card. Once you’ve topped up your receipt should show the message “change of supplier complete – update all payment cards”. If this message doesn’t appear, top up again for an amount of £5. If this still doesn’t work, contact us for support on 0345 900 5253.

When you switch, we’ll contact your previous supplier to let them know you are switching to us.  

During your switch we’ll arrange for your meter to be read. If we can’t obtain one, we’ll request it from the Distribution Network Operator. This will be used to open your SSE Airtricity Gas account, and the same meter reading will be used to close your account with your previous supplier. 

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 usage, call us on 0345 900 5253 or submit an online query here. 

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.

Energy theft is when a gas or electricity meter is tampered with so that it does not accurately record the amount of energy used. This is an illegal act and can be extremely dangerous. 

We can all play a part in keeping our communities safe from gas theft. If you see something suspicious, such as a locked or obstructed meter box or are aware of energy theft you can report it anonymously by contacting: 

• PSNI on 101 

• UK Revenue Protection Association on 028 95 757 206 

• Crimestoppers Anonymously on 0800 023 2777 

For more information on energy theft please click here.