Careline is a dedicated helpline with free advice and information for customers who are elderly, have a disability, are chronically sick, are partially sighted or have hearing difficulties. To receive any of the services which Careline provides, join our Priority Service Register. You can phone Careline on 0800 622 838, or email careline@atlanticeg.co.uk.
Our specially trained Careline advisors can assist you in the following ways:
We can provide you with an arrangement to pay over a period of time to fit with your budget.
We also have a variety of help available for customers who are worried about being cold due to poor housing, health or income issues. If you’re spending 10% or more of your income on your fuel bills you may qualify for some extra help.
You may qualify for our winter care rebate if you're spending between 10 and 14% of your household income on fuel costs. This offers a rebate of £50 (per account) off your fuel costs (payment to be made at the end of the winter period).
energyplus Care is our social tariff for customers who are spending 15% or more on fuel costs. This is our lowest cost tariff in your region, which offers a reduction of around 20%, regardless of how you pay.
In addition to the rebate or energy plus Care tariff our specially trained advisers will provide:
For more information or help with your application, please call us on 0800 300 111.
Yes. You can still qualify for extra help for the energy you receive from us. But, we need to know what your fuel costs are with the other supplier, so this can be included in our calculator. If you qualify, the rebate or energyplus Care tariff (as appropriate) would only be applied to the energy supply you have with SSE. You would have to apply to your other supplier for any help they operate on your other fuel supply.
Yes. There are no restrictions on accessing the extra help available through our rebate or energyplus Care for key meter customers. Electricity key meter customers will be provided with a new key.
No, you will need to apply at your new address as your fuel usage may be different at your new property.
You can qualify for extra help if you are paying an outstanding balance through your pay as you go meter, we are entitled to adjust your repayment rates. We will always take into account your ability to pay.
The decision to allocate a rebate to your account applies to this winter only. And arrangements will be made to apply the rebate to your account at end of the winter period and by the end of April 2010 at the latest.
energyplus Care is initially awarded for two years. Your eligibility is then reviewed.
Over the phone on our freephone number, it takes about 15 minutes. Or you can download and send in the application form.
There has been much debate about this one. Basically Housing Benefit covers housing costs. It is usually paid direct to the rental authority so the customer never sees the money. It is this fact that causes some to argue that it is not income, but if they did not receive it they would still have to cover their rent. A working customer who pays their mortgage out of their earned income could argue that their mortgage costs should be subtracted from their income for the purposes of qualifying for extra help. We do not permit this either.
Yes. The basic criterion is that an applicant is paying 10% of their total household income on fuel costs. There is no stipulation as to the source of the income ie benefits, work or investments.
No. General price increases will apply to you. Customers on this tariff will always be the lowest tariff offered by us in your region.
We need to know about all occupants. It is the household income as a whole that is taken into account.
No. We only ask about your income. The outgoings you have do not come into the calculation for energyplus Care.
Energyline is our energy efficiency helpline offering help and advice on using energy wisely and what grants are available. If you receive certain benefits or are over 70 you may qualify for free loft and cavity wall insulation. Even if your household doesn’t qualify, you could still receive a generous grant towards insulation costs.
Call our Energyline on 0800 072 7201
Find out more about cavity wall and loft insulation
Introducing energyplus Care and Careline.
If you don't have Adobe Acrobat Reader, you can download it free on the Adobe Website.
If you have a specific energy question that you need answered please browse our FAQs section and hopefully we will have your question answered.
Learn More
If you need to get in touch by telephone or email, please don’t hesitate to do so as our advisors are on hand to help with any enquiry you may have. Please go to our useful phone numbers page or the relevant phone numbers below.
