Useful FAQs

Where can I find my new supplier Terms & Conditions?

Your new supplier terms with SSE can be found here.

Will there be changes to my tariff terms and conditions when I move to SSE?

SSE will send your new tariff terms and conditions along with your welcome pack. Don’t worry though, you’ll be moving over on a like for like tariff and won’t be paying any more than you’re paying now.

Who will supply my energy?

If you have an electricity account with us, you’ll continue to be supplied under OVO Electricity Limited Terms & Conditions. If you have a gas account with us, this will change from OVO Gas Ltd to OVO (S) Gas Ltd. You don’t need to do anything but if you’d like to find out more visit sse.co.uk/privacy

Will there be changes to how I’m dealt with as a vulnerable customer?

If you’re listed on the Priority Services Register at Spark as a vulnerable customer, this will also be the case when you move across to SSE. You can read more about this in the Priority Services Customer Statement.

How can I be certain my data will be kept safe during the migration?

A comprehensive risk assessment of the data transfer process has been carried out and signed off by the Data Protection Officer at SSE. Both Spark and SSE are aligned to ISO27001, meaning that the security of our customer data is taken very seriously. See more about ISO here.

Why are you moving Spark customers over to SSE?

SSE Energy Services became part of the OVO family in January 2020. As a group, we now supply energy to almost 5 million households across the UK with a mission to bring clean, affordable energy to all.

As part of this integration, all Spark Energy customers will move over to SSE Energy Services. This ensures all our letting customers receive the same offers and expertise, by combining the Spark and SSE Energy Services Lettings brands.

Will I have the same account number?

SSE will issue you with new account numbers, one for your electricity account and the other for your gas, if you’re a dual fuel customer.

Who should I contact if I have a query about this?

Until SSE get in touch with your welcome pack, the best ways to get in touch with Spark can always be found at sparkenergy.co.uk/contact-us. If you have a query about your Spark account it’s best to speak to us. If you have a query about your new SSE account you can contact them on 0345 0760 531.

I sent an email to Spark Energy but my account has just been migrated over to SSE. Who will respond to my email?

Spark will forward any emails from migrated customers to our customer service team at SSE and someone will be in touch soon.

Do SSE have all the same ways to get in touch?

• Phone
• Live chat
• Email
• Self serve
• Post

Yes, you can reach SSE via all the channels mentioned above.

Visit sse.co.uk/help/contact-us for more details on the best ways to get in touch. With a handy category selector, you might be able to complete your query online, otherwise there’s live chat, email and phone numbers available.

If you’re unable to get online, the SSE customer service team are available Monday to Friday 8am to 6pm and 9am to 2pm on Saturdays.

Do SSE have an App that I can use?

SSE do have a handy app called ‘My SSE’, and great news it’s rated 4.3 stars. Once you move across, simply go to your app store and download it.

Should I have a cool off period before moving to SSE?

In order to make sure that our customers have plenty of time to consider their options and choose another provider if preferred, we’ll send the initial communication about the move to SSE really early in this process. This communication gives notice well in excess of the usual 14 day cool off period.

What if I want to switch to another supplier?

If you’d prefer to switch to a different supplier that’s ok, although SSE would love to have you as a customer. To switch away all you need to do is follow the usual process to choose your preferred supplier and instruct them to take over your energy supply/supplies. They’ll then get in touch with us to process your request.

The only time this won’t be possible is once we’ve started the process of moving your supply/supplies over to SSEs system. If we receive a transfer request from another supplier during this period, unfortunately it will be objected to. This is what would happen during any change of suppliers.

What if I’m already switching suppliers?

If you’re already in the process of switching away from Spark, you won’t be moved across to SSE. Your transfer to your preferred supplier will continue as normal.

I’m due to move out soon, will I still be moved over to SSE?

If you’ve already made Spark aware that you’re moving out then you won’t be moved across to SSE. If you’re due to move out but haven’t let Spark know, then please get in touch asap.

I’ve received a letter/email from Spark letting me know about moving to their sister brand, SSE, in the coming weeks. When will this happen?

We’re going to have all of our customers moved over to SSE by the end of this year, sorry we’re not able to give you a specific date for this. You’ll receive your SSE welcome pack before your account is moved and this will contain your supply start date and everything else you need to know.

Can I make payments to SSE in all the same ways I can with Spark?

• Automated phone line?

• Online account?

• Via an agent on the phone?

• PayPal?

Once you move over to SSE, you’ll largely be able to pay in all the same ways you can right now - over the phone, online, or even at your local PayPoint or Post Office. Unfortunately SSE don’t have PayPal in place at the moment, we’re sorry about this.

What about my Direct Debit?

Spark will continue taking payments until your account is live with SSE. Your Direct Debit will simply move across - you don’t have to do anything. And don’t worry if you’ve built up a credit on your account, that will move over with you too.

Will my Direct Debit amount and date it’s collected on remain the same?

Yes, your Direct Debit payment amount and date will remain the same as it is just now, but will be split into two payments broken down by fuel type i.e. one Direct Debit for your electricity and one for gas.

We’ll split your Direct Debit according to your usage, so for a £100 payment, if historically you’ve used 60% for electricity and 40% for gas you would have a £60 electricity Direct Debit and a £40 gas Direct Debit. We’ll also round down to the nearest £1 when we do the split.

Why do I have to pay two Direct Debits?

SSE provides you with one account for each fuel which means that a Direct Debit is needed for each of these. It means that you’ll see itemised amounts on your bank statements, making it really easy to see what you’re spending. E.g £50 SSE Gas and £40 SSE Electric. As well as this you could always choose to move one of your instructions to a different day in the month to help with budgeting.

What if I pay on receipt of my bill?

Spark will continue to send you a bill as usual until everything is transferred. When your SSE account is live, you’ll move from monthly bills to quarterly, split per fuel type - but more info on this will be shared when the time comes.

One of the best ways to manage this will be to setup an online account and get the SSE app. Go to sse.co.uk/register

What if I’m on pay as you go?

Continue to top up in exactly the same way as you do now. When your account moves over to SSE, we’ll simply send you new top-up devices when the time comes.

Can I top-up in the same ways after I move to SSE?

SSE don’t currently support PayZone, so you’ll have the options to top-up at PayPoint outlets and/or Post Offices. This may mean that you can no longer top up at your usual newsagent or supermarkets which use PayZone. You can locate your nearest outlets via the websites below:

consumer.paypoint.com/cashout 

postoffice.co.uk/branch-finder

What will happen to my online account?

Your online account for Spark will continue to be available to you until after you’ve moved over to SSE, at which point you’ll be able to set up your new ones. SSE will send you a handy link along with everything you need to get up and running on your new online accounts.

If you’re a Pay As You Go customer using your online account for Spark, unfortunately you won’t be able to set one up with SSE. We’re sorry about this.

Will I lose any online account features when I move to SSE?

For customers with credit meters (who pay monthly or via direct debit), you’ll largely have access to all the same features that you currently have on your online account with Spark. 

If you’re a Pay As You Go customer, unfortunately you won’t be able to set up an online account with SSE at the moment. We’re sorry about this.

What will happen to my fixed tariff?

If you’re on a fixed tariff with Spark, SSE will honour those rates until your tariff end date.

If I want to switch to another supplier, will exit fees still apply?

If you choose to switch away to another provider, either before you move over to SSE, or after, you won’t be charged any exit fees.

What will happen to my variable tariff?

The great news is you'll pay the same, or maybe even less than you are now - and you’ll be moved onto a like-for-like SSE tariff.

Will I still be protected by the Default Tariff Cap or Prepayment Cap?

Yes. You'll continue to be protected by any caps that apply.

I’ve just received a letter/email from Spark about my tariff changing in October, does this mean I’m no longer moving to SSE?

With the Govt energy price cap changing on the 1st of October, we have to write to all customers that this will impact. Because you’re currently with Spark, we’ve made you aware of these changes. The prices that appear on the communication sent by Spark are the same ones you’ll pay once you move over to SSE.

My fixed contract is ending soon, what will happen after that?

We’ll write to you ahead of your fixed contract coming to an end to let you know what your options are, same as we always would. And rest assured that we’ll always keep your prices under the Govt energy price caps.

What if I have an open complaint?

We’ll be working hard to resolve as many open complaints as we possibly can before moving customers over to SSE. If we’ve not been able to resolve yours don’t worry, SSE will have access to all the relevant information to do this once your account is live with them.

What if Spark is due me a refund?

If there’s an active refund request on the system for you, then this will be processed by Spark within 14 days of the request.

What if I have an ongoing meter reading dispute between Spark and my previous supplier?

We’ll be trying hard to get disputes like this resolved before we move customers over to SSE, however if we’ve not been able to do this then SSE will pick up where we left off.

What if I have an ongoing erroneous transfer?

If your supply or supplies were erroneously transferred to Spark and we’re in the process of sending it back, we’ll look to get this completed and won’t move you over to SSE during this. If the transfer back to your original supplier is rejected and your supply/supplies remain with Spark, then you’ll be moving across to SSE.

What if I’m dealing directly with a Debt Collection Agency?

If you’re currently engaged with one of Sparks debt collection agencies, we’ll move this over to the same stage in SSEs process. SSE will send more information once you’re moved across. Any agreed repayment plans will be protected.

What if I’ve set up a repayment plan with Spark?

If you’ve set up a repayment plan, don’t worry, the debt and the monthly repayment will move over to SSE. There won’t be any interruption to this. However because you’ll have two accounts with SSE, the repayment plan will be split between gas and elec based on your usage.

I pay by Direct Debit, when will I get my first bill from SSE?

Your first bill will be roughly 30 days after your supply start date with SSE.  If you have an online account with SSE this will show a notification 2 weeks before your bill is due and will prompt you for a meter reading (if you don’t have a smart meter). And after this you’ll move on to quarterly billing with SSE.

I pay by Direct Debit, how will I be billed after my first bill?

SSE will continue to take your Direct Debit each month, but you’ll move to quarterly billing after your first bill. If you don’t have a smart meter, we’d still recommend providing readings each month for accurate billing.

I pay on receipt of my bill, when will I get my first bill from SSE?

Your first bill will be roughly 30 days after your supply start date with SSE. If you have an online account with SSE this will show a notification 2 weeks before your bill is due and will prompt you for a reading (if you don’t have a smart meter). And after this you’ll move on to quarterly billing with SSE.

I pay on receipt of my bill, how will I be billed after my first bill?

After your first bill with SSE, you’ll move to quarterly billing. So, if you’re a dual fuel customer, you’ll get one for gas and one for electricity every 3 months. This may mean changes to how you budget, but remember you can still make monthly payments towards your quarterly bill. If you don’t have a smart meter, we’d still recommend providing readings each month for accurate billing.

I’ve built up a credit balance with Spark, will this be moved over to SSE?

If you have a credit balance on your Spark account, this is protected and will be transferred to your SSE account. 

How will moving my balance work with two accounts for SSE and one for Spark?

Because you’ll be moving from one account to two if you’re a dual fuel customer, we’ll look to split the credit across those accounts based on your historic usage. So for example if you have £100 credit on your Spark account and 55% of your historic usage has been on gas and 45% on electric we’ll distribute your credit as £55 on your gas account and £45 on your electric account.

My last bill from Spark says I'm in credit, can I get a refund?

When you receive your last bill from Spark, your move to SSE will already be well underway. This means that Spark won’t be able to process your refund, but don’t worry, your credit balance will simply move over to your SSE account. Find out here how to request a refund from SSE.

I’m set up to receive my bills in the post, will this still be the case for SSE?

SSE are happy to provide paper bills quarterly, and you can request to go paperless at any time.

I’m set up as paperless, will this still be the case with SSE?

Yes, sticking with paperless billing when you move across to SSE won’t be a problem. You can find out more here.

Will refunds already requested be processed as per Spark's normal 14 day SLA?

If there’s an active refund request on the system, then this will be processed by Spark within 14 days of the request.

What will happen to my security deposit?

If you’ve previously paid a security deposit, we’ll deduct this amount from your Spark bill before you move over to SSE. You’ll see this on your bill under the ‘How we got there’ section. This means there will no longer be a security deposit held against your new SSE account.

I have a smart meter installation booked with Spark, will this go ahead?

If you’ve got a smart meter installation booked with Spark, this will go ahead as planned. We’ll wait until after this date before we’ll move you across to SSE.

I booked my smart meter installation with the incentive, will I still get my credit when it’s installed?

If you’ve got a smart meter installation booked with Spark, this will go ahead as planned and your credit will be applied to your account at this point. Remember - any credit on your account is protected and will move across to SSE with you. We’ll wait until after this date before we’ll move you across to SSE.

Will my smart meter lose any functionality when I move to SSE?

This will depend on the type of meter you have. If you have a SMETS 2 meter, all functionality will continue as normal. If you have a SMETS 1 credit meter, SSE won’t be able to take automatic meter readings and you won’t be able to manage your energy usage using your In-Home Display when you initially move over. But, once SSE adopts the meter, everything will be back to normal. SSE will work to get your meter re-activated as soon as possible, but this could happen anytime between your account being fully set up and December 2021.

If you’re not sure whether you have a SMETS1 or SMETS2 meter, here's a handy guide to help you check.

What if I have debt on my meter and I’m paying it back?

You’ll be provided a final statement which will detail the balance left to pay on your Spark account. This will be transferred to SSE and you will continue to repay this from your meter at the same amount per week.

What is the Warm Home Discount (WHD)?

As the nights draw in and we start to feel the winter chill, we know that winter energy bills can be a stretch. So if you’re living on a low income or pension over the winter months, there’s help at hand. The Warm Home Discount is a one-off payment of £140 (including VAT) off your electricity bills. The scheme is funded by participating energy suppliers (like us!), and it’s designed to help those customers who need it most. The money comes off your bill rather than being paid directly into your bank account.

Am I eligible for the Warm Home Discount?

The Warm Home Discount scheme is split into a ‘Core’ group and a ‘Broader’ group. Please visit sparkenergy.co.uk/warmhomediscount for more info on eligibility. 

My account is moving to SSE - how do I apply for the WHD?

If you've recently been sent an email or letter from Spark letting you know that your account is moving to SSE, we’re currently going through the process of transferring your supplies across. This means your account will be fully moved over to SSE within the next few weeks and you should apply directly with SSE when you receive their welcome pack.

If you haven't received a communication from us about your account moving to SSE yet, you can apply using our Spark web form as normal. Visit sparkenergy.co.uk/warmhomediscount for more info and the online application form.