Brilliant Energy customers: Your questions on new supplier SSE

Publication date
14th March 2019
Information types
Policy areas

We have appointed SSE to take on the customers of Brilliant Energy after it ceased trading. Brilliant Energy’s customers includes all of those that had signed up to be supplied under a ‘white label’ arrangement with Northumbria Energy prior to 15 March 2019.

This appointment will take effect on Friday 15 March 2019, following a competitive process Ofgem has run to get the best deal for customers.

This guide will answer some of your questions on what happens now.

Your supply

When will I be switched from Brilliant Energy to SSE?

All Brilliant Energy customers, including those that had signed up to be supplied under a ‘white label’ arrangement with Northumbria Energy prior to 15 March 2019, will be transferred to a new contract with SSE from Friday 15 March 2019. SSE will then contact all customers to explain what happens next.

If you haven't heard from them within a few days, please get in contact using the details below.

Your contract

Will I be on a different contract with SSE? Will I pay more?

They have put you on a deemed tariff rate and will now contact all ex Brilliant Energy customers to let them know personalised tariff information. 

You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Switching supplier

I don’t want a contract with SSE. Can I switch?

Our advice is not to switch immediately, but wait until SSE has been in touch with you. They will contact you with personalised information about your tariff.

Your account will be fully set up with them in the coming weeks. SSE will contact you at this point to confirm once this has happened, and from then on you'll have full access to your SSE account. If you try to switch away from SSE before they complete the transfer of your account, the switch may take longer to complete.

If customers wish to change their tariff or switch supplier, they should ask to be switched to another SSE tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way to have any credit balances you had with Brilliant Energy honoured by SSE.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

I was with Northumbria Energy will I continue to receive communications from them or will SSE be my supplier?

As a customer of Northumbria Energy prior to 15 March 2019, you were being supplied under a ‘white label’ arrangement where Brilliant Energy was ultimately responsible for your energy supply. As a result you will now be supplied by SSE, who will be in touch with you.

Accounts in debt or credit

I’m in credit with Brilliant Energy. Will I get my money back?

SSE will honour credit balances for both current and past customers of Brilliant Energy who are owed money, including those that had signed up to be supplied under a ‘white label’ arrangement with Northumbria Energy prior to 15 March 2019.

SSE will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take a several weeks as SSE needs to receive and review records from Brilliant Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply by Brilliant Energy. These are calculated by Brilliant Energy’s administrators.

I’ve left Brilliant Energy but I owe them money. Will I need to pay it back to SSE?

If you have switched and owed Brilliant Energy money, including if you were paying this money back, its administrators or SSE will be in contact with you to discuss repayment arrangements.

I’ve left Brilliant Energy, but have a credit balance.  Will SSE pay me this money?

SSE will honour credit balances for both current and past customers of Brilliant Energy who are owed money, including those that had signed up to be supplied under a ‘white label’ arrangement with Northumbria Energy prior to 15 March 2019.

SSE will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process may take a few weeks as SSE needs to get and review your records from Brilliant Energy. When calculating your credit balance, SSE will deduct any unbilled charges for your supply by Brilliant Energy. These are calculated by Brilliant Energy’s administrators.

Payments through direct debit

Should I cancel my direct debit?

SSE will be in contact with you soon to advise you on this.

I’ve already cancelled my direct debit. Should I do anything?

You don't need to worry if you’ve already cancelled your direct debit. SSE will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Brilliant Energy.”

Complaints and contacts

Will SSE take on my unresolved complaint to Brilliant Energy?

SSE are not required to take on any unresolved complaints relating to Brilliant Energy.

However, if you believe your complaint is still ongoing, once SSE contact you, please discuss with them how the issue can be resolved.

If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.

Enquiries

SSE will contact Brilliant Energy customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the SSE customer contact team.

SSE customer helpline

Customers with questions should visit SSE’s website:

www.sse.co.uk/your-new-supplier/brilliant-energy

www.sse.co.uk/your-new-supplier/northumbria-energy

They can also contact SSE’s customer service team on 0345 073 7729 or customerservice@sse.com

Brilliant Energy administrators

We will publish contact details here when these are available.

Further help and advice

If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support.

Ofgem's role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.