Advice for our most vulnerable customers
Careline is a dedicated helpline with advice and information for customers who are over 60, have a disability, are chronically sick, partially sighted or have hearing difficulties.
Careline advisors can assist you in the following ways -
- Make sure you are on the right tariff and payment method to suit your needs
- Free advice on energy savings
- Our password scheme protects against bogus callers
- 'Knock and Wait' services lets our meter readers know if you need extra time to get to the door
- We can arrange to send your bills to a friend, family member or carer
- If you have visual difficulties, we will arrange to send large print, Braille or talking bills
- If you have hearing or speech difficulties and you use a text telephone, you can send typed messages to our textline on 0800 622 839
- If your meter is in a position that makes it difficult for you to read, we will arrange to move it for you, in most cases free of charge
To receive any of the services which Careline provide join our Priority Service Register. You can phone Careline on 0800 622 838, or email careline@southern-electric.co.uk.
Our promises to you -
- We will never backdate a bill where we are at fault
- If you rely on your supply for special home medical equipment, we will ensure the local electric and gas network operators are aware
- We will provide you with an arrangement to pay over a period of time to fit with your budget
- At your request we will offer to call or visit when you have a friend or relative present
- Your call will be answered by expert advisors
Struggling to heat your home in winter?
energyplus Care is a special tariff available for customers who are worried about being cold in winter because of poor housing, health or income issues. If you are spending 10% or more of your income on your energy bills you may qualify for extra help.
What energyplus Care offers -
- Up to 20% discount on your current fuel prices, regardless of which payment method you use
- Free energy efficiency advice to help you save even more money on future bills
- Our lowest cost tariff for customers
- Free energy efficiency measures, from low energy light bulbs to a free A-rated fridge or a discounted A-rated fridge/ freezer
- Free benefit entitlement check
For more information or help with your application, call 0800 300 111
energyplus Care FAQ's
Can I get the discount even if I have one of my fuels supplied by another supplier?
Yes. You can still qualify for the tariff for the fuel you receive from us. We would however, need to know what your fuel costs were with the other supplier, so this could be included in the calculator. If you qualify, the energyplus Care (epc) social tariff would only be applied to your fuel with SSE. You would have to apply to your other supplier for any social tariff they operated, on your other fuel
Can key meter customers get epc?
Yes. There are no restrictions on accessing epc on key customers.
What happens if I have a debt on my account?
You can qualify for epc even if you have a debt on your account.
How long does epc last before it is taken away?
Epc is initially awarded for two years. It is then reviewed.
How long does it take to process an application?
Over the phone on our freephone number, approx 15 mins.
Why does HB count as income? I don't even get to see it.
There has been much debate about this one. Basically HB 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 epc. We do not permit this either.
Can I get epc even if I am not on benefits?
Yes. The basic criterion is that an applicant is paying 10% of their income on fuel costs. There is no stipulation as to the source of the income i.e. benefits, work or investments.
Does this mean I will not have a price increase for two years?
No. General energy price increases will apply to you. But your tariff will always remain 20% lower.
What if there is more than just the customer living in the property?
We need to know about all occupants. It is the household income as a whole that is taken into account.
I have lots of financial outgoings and commitments other than with you the supplier. Do you take this into account?
No. We only ask about your income. What outgoings you have do not come into the calculation for epc.
Using energy wisely
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
Click here for more information on cavity wall and loft insulation