SWALEC

SWALEC in a nutshell

  • SWALEC is SSE’s trading name for Wales and Merseyside.
  • Its fuel mix is coal based with a fair share of natural gas.
  • SWALEC prices are relatively high compared to other suppliers.
  • Through SSE, SWALEC enjoys a relatively good reputation.

SWALEC, an SSE trading name

SWALEC is SSE’s trading name for Wales, like Scottish Hydro for Scotland and Southern Electric for Southern England.

Historically, SSE (Scottish and Southern Energy) is the result of the 1998 merger between the North of Scotland Hydro-Electric Board and the Southern Electricity Board. The SSE brand dates back to 2010. However, SWALEC was initially sold to British Energy (later bought by EDF Energy) in February 2000 before being purchased by SSE in August 2000 for £210 million.

SSE is involved in generation, distribution and supply. It employs 18,500 people with Alistair Phillips-Davies as its CEO. In 2013, SSE revenue was £28 billion, and the supplier provided electricity and gas to 9.6 million domestic and business customers.

As an SSE trading name, SWALEC uses the SSE fuel mix, which relies predominantly on coal (54%) and natural gas (28%), as shown in the chart below:


SWALEC electricity and gas prices

SWALEC has the same three tariffs as SSE: a one year fixed plan, a three-year fixed plan and a variable price plan. In Wales and Merseyside, where SWALEC operates, its prices are relatively high compared to other suppliers and its the most expensive of the Big Six for a one-year fixed plan and a standard (variable) plan.

The following are the average estimated annual costs for SWALEC dual-fuel plans in Cardiff and Liverpool, the Department of Energy and Climate Change’s reference cities for the two SWALEC regions. Ofgem’s average consumption is 3,200 kWh/year for electricity and 13,500 kWh/year for gas.

Tariff

Conditions

Cardiff estimated annual cost

Liverpool estimated annual cost

1 Year Fixed Price

- Fixed energy prices during one year
- £50 exit fee per fuel (so £100 dual fuel)

£1,146.48

£1,152.41

Fixed Price Mar 17

- Fixed energy prices until 31 March 2017
- £50 exit fee per fuel (so £100 dual fuel)

£1,216.57

£1,226.02

Standard

- Variable tariffs
- No contract end date
- No exit fees

£1,216.57

£1,226.02

 

Contacting SWALEC

By telephone

SWALEC has several telephone numbers, depending on the topic at hand. Some phone numbers have automated servers (e.g., meter readings). SWALEC telephone customer care operating hours are relatively long compared to other suppliers. It is also useful to know that many issues can be dealt with directly online from customer accounts.

Topic

Contact number(s)

Operating hours

Switching to SWALEC

0800 975 7542

0845 070 2134 (installations)

Mon-Fri, 8am-8pm; Sat, 8am-2pm

Moving home

0800 107 9639

Mon-Fri, 8am-8pm; Sat, 8am-2pm

Meter readings

0800 107 3205

24/7

Payments

0800 980 9649

24/7

Pay as you go

0800 980 0425 (electricity)

0800 980 0424 (gas)

0800 980 2841 (moving house)

Mon-Fri, 8am-8pm; Sat, 8am-2pm

General enquiries

0800 980 9041

Mon-Fri, 8am-8pm; Sat, 8am-2pm

Complaints

0800 052 5252

Mon-Fri, 8am-8pm; Sat, 8am-2pm

National Gas Service Emergency Line

0800 111 999

24/7

By post

Letters to SWALEC can be sent to the following postal address:

SWALEC
Inveralmond House
200 Dunkeld Road
Perth
PH1 3AQ

SWALEC customer reviews

SWALEC complaints performance

As an SSE trading name, SWALEC complaints performance is included in that of SSE. The supplier received 217,253 complaints in the first quarter of 2014, of which 82.11% were resolved by the end of the next working day. This is a relatively small number of complaints given SSE’s size compared to the other Big Six suppliers (except for Scottish Power) but SSE is not the fastest in complaints handling.

What SWALEC customers say

In general, SWALEC fares relatively well in terms of customer service but customers sometimes find the supplier expensive compared to others, which is a fair point. Insofar as SWALEC and SSE use the same customer service, have a look at our SSE customer reviews section to see what SWALEC customers have to say.

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Find out everything you need to know about SSE's Welsh brand, SWALEC, from prices to fuel mix and customer reviews.