Site access

What happens when we visit your premises.

Visiting your premises

We may need to access your premises for a number of reasons including reading or fitting meters, dealing with faults and collecting payments. Here are some details worth bearing in mind if we’re visiting.

Download a copy of this statement.

Our representatives

All of our staff and contractors are aware of the high standard of customer service and care we expect from them. We train all our representatives to ensure that they perform their jobs professionally, courteously and efficiently.

If we send someone to visit your premises, they'll explain who they are and their reason for calling. They'll also take reasonable care and attention during their visit. If you have further questions, the caller will be able to give you an appropriate phone number.

Arranging visits

Unless we're visiting for a routine meter reading, we'll usually arrange visits directly with you by phone or letter. If a suggested date is inconvenient, we'll be happy to rearrange - just give us a call - 03457 252 526.

Checking the caller's identity

Most of our representatives wear branded clothing and use vehicles that are clearly marked with our logo. Our staff automatically show their identity cards when they visit. It shows their colour photo, their name, and the company's trading name. Please check the identity card carefully before you let them in. Our Account Managers may also visit your premises from time to time. They're unlikely to wear SSE Business Energy branded clothing but they will show you their identity card.

Contractors working on our behalf also have identity cards. These all have expiry dates so please check it carefully.

We occasionally use external companies to collect money owed to us for unpaid bills. If we need to send someone to collect money from you, they'll contact you before they visit. The caller will also carry an identity card clearly marked with their company's name and carry a letter of authority to act on our behalf.

Password scheme

For additional security, we offer a scheme where you can agree a unique password with us. It's straightforward. You just set up a personal password with our Customer Services team and then our representative will use it when they call.

Meter reading

We don't usually give advance notice of our routine meter reading visits which can take place between 7.30am and 8pm. If no-one is available when our meter reader calls, we'll leave a card explaining that we may call back later.

If you have an Automated or Smart meter that does not require us to take readings, we may also need to occasionally inspect or service the meter.

You can always contact our Customer Services to give us a meter reading if this is more convenient.

You can also call us on 03457 252 526 or register online at www.ssebusinessenergy.co.uk to submit your readings.

Payment collection

If our collector cannot collect full payment or agree a suitable payment arrangement, we'll apply for a Warrant of Entry in accordance with the Rights of Entry (Gas & Electricity Boards) Act 1954 (as amended) and the Electricity Act 1989 (as amended). This will allow us access to disconnect your supply (if it's safe and practical to do so). The warrant allows us to enter your premises even if you do not give us permission or you are out. We only do this as a last resort when all other attempts to agree payment arrangements have failed.

Appointment times

We offer our business customers weekday appointments with either morning or afternoon time slots (subject to availability). We will keep all appointments we agree with you unless:

  • you cancel the appointment;
  • you are out when we call; or
  • exceptional circumstances force us to cancel the appointment and we give you at least one working day's notice;
  • we attend the site but the premises are deemed unsafe to enter by our operatives.

If we fail to keep our appointment without good cause, you may be eligible for a payment of £30 for each missed appointment. These are the penalty payments as laid down in our guaranteed standards of performance. You can get a copy by contacting our Customer Services or by visiting our website.

We would ask that you notify us if you are unable to be available on site for any scheduled appointments so that we can make arrangements to rebook the visit for another date.