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We're updating our systems

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We’re in the process of moving all our customers to a new billing system, which will mean improvements and a new look to your invoices.

As part of our separation from OVO (SSE sold its retail business to OVO in 2019), we’re changing our Customer Management System. As part of the update, our billing system will also be changed, making your invoices easier to read and providing a clearer summary of your charges and transactions.

Important things to note:

  • We’re changing our bank details. For more information, please see our ‘How do I pay my new invoice?’ section.
  • You’ll be given an Invoice Structure Identifier to replace your current Customer Account Number.
  • We’re moving customers across to our new system in stages, so you may continue to receive our old style of invoice for a few more months.
  • These changes won’t impact your supply.

What are the next steps for me?

As we move our customers across to the new system over the next few months (up until the end of 2023), depending on how you currently pay your invoices, you’ll receive a combination of the following communications from us:

  1. An awareness letter with a two-page invoice insert : This will give you an overview of the changes we’re making to your invoices. You can see a copy of the letter here.
  2. A payment letter: Depending on how you currently pay your invoices, you’ll either receive a Direct Debit letter or a Non-Direct Debit letter (accompanied by a Direct Debit Mandate).
  3. A new look invoice: Once you have been migrated to our new system, you’ll receive your first ‘new look’ invoice, along with a more detailed, four-page invoice insert which outlines key changes to our invoices.
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How do I pay my new invoice?

Along with the system updates, we’re changing our bank details. These will be clearly marked on your new invoice.

If you currently pay by Direct Debit: You don’t need to do anything. We’ll change this for you, which will be confirmed on your Direct Debit payment letter. You can see a copy of the letter here.

If you pay by Standing Order/CHAPS/Faster Payment/ BACS: You’ll need to update your system with our new bank account details. We’ll send these to you directly. You can validate these using your first invoice.

How do I read my new invoice?

As well as some obvious changes to how your invoice looks, it’s also designed to show the breakdown of costs so they are easier to understand.

Take a look at our handy guide to your new invoice. Please read it carefully, as you may need to make some administration changes or system updates.

Who do I contact if I have any questions?

You can find key points about the change in our Frequently Asked Questions below.

For any queries about your account or migration, please call our dedicated team on 0345 725 2526 , Monday to Friday, 8.30am to 5pm.

A greener and smarter future

As part of our net zero obligation, we’re upgrading every business customer with a smart meter. Smart meters record your energy use and send us your readings automatically. That spells an end to the hassle of manual meter readings and estimated bills.

Our new billing system: FAQs