SWALEC
Average Customer Rating:
Contact Details
SWALEC
PO Box 7506
Perth
PH1 3QR
Contact Information
- General Enquiries 0800 052 0567
- Gas Emergencies 0800 111 999
- Email customerservice@swalec.co.uk
General Information
SWALEC is part of the Scottish and Southern Energy Group (SSE). SSE has around 5 million energy customers.
Selling points
- Free Air Miles are available to SWALEC customers, with added Air Miles bonuses for customers who buy their gas and electricity from them.
- SWALEC also offers free Argos points for its customers.
Supplier services
Dual Fuel
Green
Economy 7
Packages on offer
Electricity domestic standard
Standard electricity, where units are charged at the same rate, regardless of the time they are used.
Electricity Economy
This package is suitable for households where over 15% of electricity is used at night, as units are charged at a cheaper rate during the night-time.
Gas Standard
Standard gas, where units are charged at the same rate, regardless of the time they are used.
Nil service charge
For those who wish to pay only for units they have actually used.
Ways to pay your bill
- Direct Debit
- Postal Order
- Cash
- Cheque
Special Services
Energyplus Air Miles and Energyplus Argos are packages available that allow customers to collect Argos points and Air Miles every time they pay their bill.
Excellent service. Great company, I am with Swalec for gas, electric, phone and central heating cover, the best of the best.
Never had a problem with SWALEC. British Gas almost tempted me over before Christmas, but when they sent me a final reminder for a bill, which I hadn’t received for the second time, and was talked to like a dog, I may well try them for Gas as well!!
Amazing company, been dealing with them for 4 years, always helpful , friendly… Can’t fault them in any way. Yeah don’t use pre pay meter, pay monthly!! Why do only people who like to whinge write on there pages. All UK call centres, always on hold for less than 5 mins. Why can’t all modern companies be like Swalec?
Recently changed over to Swalec Gas pre-payment meter, worst mistake ever, Bill for July to Oct was £142 on Old style meter monthly payment… so far since the 28th Nov till 9th Dec have used according to their pre-payment meter almost £80… and they claim, the usage is normal for this time of year… however we actually turned the boiler off yesterday and still used 10 units @ £5… overnight.
Have now asked for Old style monthly meter back and been told it will be 6th Jan.. meanwhile I have to keep feeding the meter @ £5 a day.. it’s a total disgrace.. and NO, before anyone says, I do not have the heating on full all day.. and no I do not have my cooker on full all day… and have no other gas items to use it.
Last year I was with British Gas, same size house, same radiators etc, and paid on average £26 a month normal weather and £40 a month in winter…
Even allowing for increases of late, it doesn’t jump from £40 a month to £40 every 8 days.
But Swalec claims ( or their Line Manager claims) £5 a day is the norm…
I am obviously in the wrong job, if people can afford to pay £40 every 8 days to semi heat their homes… as my heating is seldom on for the money they charge me.
What they did seem to assume was that on Average my usage according to meter was the same for most 3 bed houses… but like I tried to explain, NOT everybody uses the same… some like it hot others like it warm others prefer cold rooms…
I will post back here what my meter readings are like on NON prepayment meter.
If it doesn’t improve I will certainly be opting for a different supplier.
Between July 08 to Oct 08 I used 351 units.
So far according to prepayment meter between Nov 28th to Dec 10th I have used 115 units but only ever since the meter was changed.. on the 28th the weather didn’t suddenly get cold… it’s been cold right through late Sept and Oct…
So for those that like to sing the praises of Swalec.. you must be lucky… I have not been happy so far with their service, or costs and as for phone calls to them, 5 mins?… last call wait was 21 mins… average is at leat 12 mins… you must have been very lucky to get a call answered in 5 mins or did you ring New Sales? as they answer almost immediately oddly enough…
My daughter-in-law is heavily pregnant and lives at 53 Gwynedd Ave, she put £10 of gas in her Quantum machine, it took the money and then said battery fail so she had no gas at all and it was -5. She came to my house to telephone SWALEC and had to wait 35 mins on hold, when she finally got through they said the engineer would be out within 4 to 5 hours, this was at 25 to 8. I will let you know what time they turned up. If you ask me they should service these type of meters yearly because they are nothing but a nuisance.
Have been trying since November 2008 to obtain details of the Boiler Maintenance /Service programme offered, after more phone calls than we can recall have still not received details. Initially the response on telephoning SWALEC was that Christmas was to blame for their failure to send details. Since Christmas it has been “put in the post”, “there is a 2 week backlog”, and “you will have to be patient.” Nearly 3 months later we are still being patient.
Also I have found this company to be expensive, have had a cheaper quote. Not impressed with the company at all, customer skills are very poor and overall help is weak.
I have been phoning swalec for days and days and unable to get though. It seems to me when u are selling you can get to talk but when you need any other help, it’s not easy to get it.
I have a gas meter and am disabled, my meter had failed, I phoned transco as it was a Sunday afternoon and 20 hrs later I am still waiting for my heating to be put back on. They can’t treat people like this, the government should fine them, I have contacted swalec, waste of time.
This company is a complete laugh.
I changed everything over to them, my electric, gas and telephone line.
I live on my own and on benefits due to an illness so I don’t have much of an income, my gas is on a timer for 4 hours a day I do not use gas cooker so my gas is basically just heating and bathing, yet somehow its costing me 150 pounds a month! I’ve had to ask for help off my parents to help me pay for gas. I’ve contacted them but they are no help whatsoever. I do qualify for a discount of 25% as I’m on benefits but what’s this?? Still over 100 pounds a month for gas. I would like my gas to be on longer than 4 hours because I do get cold but I refuse as I dread to think how much gas I’d have to put in.
As for their customer service, its disgusting, one member of staff had me in tears today with the way he spoke to me regarding a telephone bill. He made me out to be a complete and utter liar, I asked for the manager who wasn’t much help at all, she told me she would look into the situation and contact me back in an hour, I received no phone call back.
I have now switched back to BT for my telephone line and will certainly be looking for a different gas and electric provider. Avoid this company if you can.