If your gas or electricity bill is showing a credit balance, you may be eligible for a refund. If you’re a direct debit customer and have a recurring credit balance each month, please contact us with your current meter reading and we’ll reassess your monthly payments.
To ensure your account credit balance is correct, please contact us with the following information:
If your credit balance is correct, we can issue a refund using one of the following methods:
All refunds should be processed within 10 working days from the date you contact us. Our Customer Service team will be in touch if your refund is delayed.
Budget direct debits are calculated for a 12-month period, so it’s not uncommon for your account to reflect a credit balance at some points during the year, generally during periods of lower energy use, such as summer. This credit is typically used during periods of higher energy use, such as winter.
If you wish to verify your credit balance, please contact us with a current meter reading. If you believe your monthly payments are too high or low based on your usage, we’ll check this and adjust your regular payments if required, or issue a partial or full refund.
If you move your supply from SSE Energy Solutions or move from premises supplied by us, your final bill will confirm any closing credit balances you may have:
If you paid your account by direct debit, we'll attempt to refund the closing credit balance direct to your bank account.
If you paid by any other method, the closing credit balance will be refunded by cheque. If you have moved property, please ensure you contact us with a forwarding address to ensure that you receive the cheque.
Where we have the full and correct details, we'll try to issue refunds of credit balances within 28 days of the final bill.
If you have multiple gas and/or electricity accounts, you may prefer to transfer the final credit balance to another account, instead of receiving a refund. If you would rather a final credit balance be transferred, please contact us so that we can look into this further. Alternatively, we may contact you discuss this as an option.
There’s no time limit on claiming a closing account credit.
If you believe you have a closing credit balance that has not been refunded, or you are unsure if you have any closing credit balances to be refunded, please contact us and we’ll be happy to look into this and confirm the situation.
You can get in touch with us by: