Contact Details
Atlantic Electric and Gas
PO Box 7506
Perth
PH1 3QR
Contact Information
- General enquiries 0845 073 3030
- Electricity 0845 073 3030
- Gas 0845 678 0055
- Switching 0800 028 3028
- Meterline 0800 107 3205
- Careline 0800 622 838
- Textline 0800 622 839
- Energyline 0845 777 6633
- Email customerservice@atlanticeg.co.uk
General Information
Atlantic Electric and Gas is part of the Scottish and Southern Energy Group (SSE) and has been operating for about 5 years. Based in Gloucester, it supplies both Gas and Electricity to 300,000 customers and, along with its other brands, serves over 6 million customers across the UK.
Selling points
- Aim to be cheaper than British Gas for gas and cheaper than your local electricity supplier for electricity.
- Offer an e-billing service, allowing you to manage bills and submit meter readings online.
- One month's free energy for customers who sign up to Atlantic online and opt to pay by direct debit.
Supplier services
- Dual Fuel
- Economy 7
Packages on offer
Electricity Domestic Standard
Domestic Standard is designed for homes where little electricity is used during the night.
Electricity Economy
Economy discounts the electricity price for 7 hours each night and is therefore suitable for homes that use over 15% of their consumption at night.
Gas Standard
Suitable for all homes with mains gas, there is a Service Charge calculated per day, and a unit rate
Nil Service Charge
This is for people who only wish to pay for the units they have actually used. The rates are organised into primary, secondary and follow-on rates.
Ways to pay your bill
- Direct Debit
- Phone banking
- Phone (0845 073 3030) by debit card.
- By post.
- By cheque or cash at any branch of your own bank or a NatWest Bank; this is free. If you use a different bank you may have to pay a fee.
- In shops with PayPoint.
- At a post office (cash only) where you will have to pay their fee.
Special services
Home energy care register - register for elderly, sick and disabled customers who have specific energy needs. This enables use of the following:
- Priority Service Register which you can join to receive Careline services
- Careline: 0800 622 838
- Freephone Textline: 0800 622 839 for those with hearing or speech difficulties
- Large print or Braille bills for blind or partially sighted customers
- Talking Bills - bills read over the phone for those who have trouble reading or seeing.
- Bill sent to friend or relative
- Notification in the event of a power cut if you rely on your supply for medical equipment
- Information on special appliances or adapters and controls to help you with your appliances
- Warmth without worry - advice on keeping warm on a low budget
| Fuel Mix Information - Where Electricity Comes From | |||||||
| Coal % | Natural Gas % | Nuclear % | Renewable % | Other % | CO2 emissions per kg/kWh | Radioactive Waste per g/kWh | |
| 29.5 | 57.3 | 4.1 | 7.5 | 1.6 | - | - | |
Comments
- Is this your electricity company?
- Do you have any comments on the service they provide?
- How do you rate their customer service?
Please leave your comments so that others can gain advice on the service provided by this company.
NB: We have no connection with the electricity companies, if you have a specific enquiry relating to your service, please contact the company direct.
All gas suppliers are the same.
Posted by Gassy Smell, 16th February 2008I was thinking of switching to Atlantic, but after reading the comments above I won't be. It would seem that their customer service is non exsistent and that they don't care what people think, or even try to resolve issues, by simply contacting people when you say you will. Sorry but I want good customer service with whoever I sign up with.
Posted by S Thomas, 16th February 2008I echo the former reviewer - if I could award minus ten stars, then I would consider this more appropriate.
Posted by Gill Anderson, 13th February 2008I switched to Atlantic, following a uswitch search. They managed to bodge the gas transfer, by attaching my new account to an erroneous meter point reference number. Thus I was paying them by direct debit and simultaneously receiving threatening letters from British Gas, which steadfastly (and correctly) maintained that they were still my supplier and that I owed them money. This confusion took more than three months to unravel, since no one at either supplier was prepared to investigate the issue and resolve it. Similarly, my electricity switch has not been without problems. I called Atlantic with my meter readings on the switch date - 14 November 2007. I reconfirmed these readings on 31 December, 31 January and finally lost my rag and demanded to speak to the manager on 8 Feb. For some reason my meter readings had been ignored throughout and a set of (incorrect) estimated readings had been sent to my former supplier and applied to my initial bill. Again, no one at Atlantic was prepared to fix the problem and it took repeated calls and final loss of cool, before the manager agreed to fix the reading and chase up with my former supplier. He also agreed to confirm these actions via email, which did not happen, so I called again today (13 Feb) to confirm. I spoke to Kelly - another manager, apparently - who should never have pursued a career in customer services. She baldly stated that the mix-up was my fault, as I had only provided my meter readings on 31 December, thus forcing Atlantic to provide an estimate to my former supplier. When this caused my blood pressure to rise, she shouted at me and was the epitome of rudeness and ill-informed inappropriateness.
To be honest, I could cope with the original error(s). Mistakes happen. What I cannot tolerate is the comprehensive and continuous lack of commitment to customer service that has been displayed by Atlantic. To this end, I shall wait until my final bill appears from my former supplier (when?!) and then switch again. Life is too short for this much aggravation.
Why in price comparison are we not given the actual unit price. Then we could work out the comparison ourselves and make a decision. They or you seem to go on usage charge or D/D payment to make the calculation.
Posted by Michael Ryall, 15th January 2008Frankly puzzled by some of the negative posting on here. I transferred to Atlantic two years ago. I've found costs to be much lower than EDF - and customer service helpful, courteous and very prompt. The online account management facility is excellent - and largely removes any need to telephone the supplier. They are first class!
Posted by Malcolm Smith, 06th December 2007I find Atlantic E & G to be trying hard but not quite getting there. Their internal communication must be just about non-existent as it always takes about three attempts to get anything done. I am a relatively new customer just having moved house, I will give them three months to see if things improve, if not, I will find another supplier.
Posted by Ian Pollard, 26th November 2007Very happy with Atlantic Gas and Electricity and was pleasantly surprised when I received a rebate for 1 month's electricity credit directly to my bank as promised when I signed up even though I had forgotten all about it. Never had the need to contact them and the eBill system is great to use. Would definitely recommend.
Posted by Paul Woodward, 22nd November 2007I moved home on the 2nd May. On the 24th April I contacted Atlantic and advised them. On the 2nd May, after moving, I gave them final and new readings. On the 18th May, I was surprised that my bank account was £165 less than it should be.
Posted by Clive Wilkinson, 24th May 2007It transpired that Atlantic incorrectly advised me that they could supply gas & electric to my new address and had finalised my supply accounts, taking the money out of my bank without sending me statements.
I phoned them and spoke to a manager who admitted the error and said he would refund the money (they haven't done this yet). Additionally he said he was unable to advise me as to who my current suppliers were.
I contacted Energywatch to complain and they found out who my suppliers are, using the same database which Atlantic have access to.
On the whole, I was on the phone for about an hour and am less than happy with Atlantic, although I did save money when they were supplying me.
Your gas may be cheaper but your customer service is non-existent. Atlantic Gas owes me a large amount of money and is well aware that the mistake is of their own making. I want my money back and cannot even get to speak to a manager. I have been promised call backs and emails and every time I live in hope that Atlantic Gas will keep its word, but it does not. I am moving very shortly therefore this matter is even more pressing to get sorted immediately. You have no right to keep my money! If there was a minus ten star below, I would award it to Atlantic Gas.
Posted by Patricia Burton, 15th May 2007