Is really easy. Here are answers to (hopefully) all of your questions.
Do I need to sign a contract?
There's nothing to sign. You're not locked into a contract. There are no exit fees. We'd like you to stay because you want to. You're free to switch at any time.
How do I switch?
As you are already thinking about buying (or have already bought) the Social Energy Hub to help manage your energy demand and put you in control of your bills, part of this journey is switching to us.
Your Battery installation company will have given you a quote and shown you how to download the App. If you haven’t yet, please download the App via the Apple ‘App Store’ or Google ‘Play Store’
Once you have your quote and have completed the sign-up process in the App, we'll start your switch. It can take up to 28 days for us to fully switch your supply.
Within 24 hours of signing up, we will send you a welcome email, confirming the details of your switch and signposting you to some key information in your App.
This will include your tariff information, your Direct Debit details, and the start date of your supply. We will always stay in touch at every stage of the process and will keep you informed on your progress.
We handle the entire switching process for you - there's no need to contact your previous supplier and no need for an engineer to visit the property. The lights will stay on.
During the switch, your Social Energy Hub App will show you a countdown to your switch date. Just before your supply is due to switch, we will email to ask you for an opening meter reading.
The Battery Installer will need a photo of your meter(s), if they haven’t, we’ll ask you for this at the same time - this can all be done in your Social Energy App. We only ask for a photo of your first reading.
We will collect your first payment when your first bill is produced approximately 30 days after coming on supply
Should I cancel my DD with my old supplier when I switch?
You can cancel your Direct Debit at any time but doing so when you still have a balance left to pay might prevent you switching to Social Energy.
What happens to credit or debit with my old supplier?
If you’re in credit, your old supplier will transfer the credit directly to your bank account once you’ve received your final bill.
If you have a balance left to pay, we’d suggest sorting this out as soon as possible as your old supplier may stop your switch from going through
When will I get my final bill from my old supplier?
Your previous supplier can take up to 6 weeks to issue their final bill.
They calculate this bill with the meter readings you give us when you switch. If your old supplier tells you we haven’t sent them yet, this will likely be because the meter readings are being checked by an independent third party.
Why is my old supplier still charging me?
Some other suppliers take payment at the end of a period, so payments may overlap.
So, when you switch you may find yourself making two energy payments in one month. One for the energy you used with your old supplier, and one payment for your first monthly bill with Social Energy.
Don’t worry, this isn’t you paying for energy twice. And you’ll receive a final bill from your old supplier within 6 weeks, crediting any monies overpaid.
If your old supplier is still taking payments and it’s been longer than 6 weeks, we’d suggest getting in touch with them. You can also cancel your Direct Debit if you think you’re being incorrectly billed.
Do I need to tell my old supplier before I switch?
No, we’ll do that for you. Once you send us your meter readings, we’ll send them to your old supplier so they can close your account. You’ll receive your final bill within 6 weeks of switching.
What if I don’t agree with the reads on my final bill?
This is where our Social Energy team come in. Please reach out to us to discuss any concerns you have about your meter readings.
If you didn’t give us a reading, or the one you gave us isn’t listed on your final bill, we will use an estimate generated by the independent company that checks meter readings. If this is incorrect then we can reach out to your previous supplier and agree to correct the reading.
Do I have to have a Smart meter?
Smart meters are not mandatory, but without a Smart meter you won’t be able to realise all the potential savings from you Social Energy Hub, so we recommend you have them installed. The installation will be free of charge.
The Smart meters we install will be next generation smart meters, to ensure you maximise your export efficiencies. There may be a bit of a lead time to have these installed and we will notify you when we are ready to start installations.
Smart meters will allow us to collect readings remotely, saving customers the hassle of submitting a reading each month. We will collect reading every half an hour so we can use our awesome technology to manage your energy bills.
We will be able to show you how much energy is used, stored and exported every day (or in the future even more frequently), and how much it cost.
It will give you and us better visibility of your consumption, and give you more control over how your account is managed.
We'd like all our customers to opt for smart meters once we begin installing them. Smart meter installations are not mandatory though, and you can opt out if you'd prefer – remember this will limit how many of the savings options you can access from the Social Energy Hub