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It only takes a few minutes to get a quote and initiate the switch over to us. After you've completed the online registration form, we'll take it from there. The only other thing we'll need from you is an opening read, which we need 5 days before you're due to come on supply with us but don't worry we'll send an email reminder for this. The whole process from start to finish should only take 22 days (including the day you signed up).

We’ll keep you updated on what’s happening throughout the process, you can also login to your online account anytime to track how your switch is getting on.

Switching timeline

Step 1. Once you’ve registered online, we will email you your Welcome Pack. This contains everything you need to know about your So Energy contract. It will also confirm your expected switch date, Direct Debit amount and your first payment date.

Step 2. You’ve got a 14-day 'cooling-off period' during which time you're free to change your mind and cancel your switch without incurring any exit fees, so check all the information carefully.

Step 3. We’ll contact your current energy supplier and inform them of your request to move over to us. 5 days before your switch date we’ll ask you for your opening meter readings.

Step 4. Once we have received your opening meter read, we will pass this onto your previous supplier so they can generate your final bill, your closing read with them should match your opening read with us so you'll never be charged twice for the energy you use. It also means that we’ll start at the right point when working out how much you’ve used with us. That way there’ll be no confusion or nasty surprises on your statements!

You can submit your opening reads as well as your regular meter readings via your online account. You can also review all your energy statements, usage and your tariff details.

It’s that simple!
Switching energy suppliers is usually a pretty straightforward process. Sometimes it can happen that energy suppliers accidentally switch the wrong energy supply instead of yours. This is what the energy industry calls an 'Erroneous Transfer'.

When you tell us that you'd like to switch to us, we start the process by matching your details to the address held in a central industry database (all energy suppliers do it like this) but sometimes the information isn't 100% correct - especially for flats or new builds.

This is why it is so important to always double check the information that we hold and the information that you do, such as your MPRN (for electricity), MPAN (for gas) and meter serial numbers, so we can identify any problem as soon as possible. If there are any differences, please get in touch asap.

If an erroneous transfer does happen, we will put things right as quickly as possible, at no cost to you, and will keep you in the loop while the erroneous transfer is being corrected. So Energy is signed up to the Erroneous Transfer Customer Charter (ETCC) a voluntary code of conduct ensuring that all electricity and gas suppliers promise to protect you if a switch has been initiated by mistake. You should never be out of pocket as a result of an erroneous transfer and you should continue to pay your old supplier, as normal.
This can happen from time to time, but it's nothing to worry about. If your current energy supplier raises an objection to your transfer over to us, we will email you to notify you that this has happened.

Unfortunately, there is nothing we can do to fix this from our side. You will need to contact your current supplier to find out the reason for this objection and how to resolve it.

The most common reasons are that you have been with your supplier for less than 28 days or there may be an outstanding balance on your account.

This may result in a delay in your transfer over to us and supply start date.
When you provide us with your opening meter reads, we will pass these to your previous supplier so they can produce you an accurate final bill, so you can settle any outstanding balance that you may have with them. If your previous supplier does not agree with the number we have provided them with, they will dispute it. If this happens, we will get in touch with you informing you of the process and next steps.

The industry process in place to resolve this is lengthy and can take up 8 weeks for gas and 14 weeks for electricity. Due to the timeframe taken to resolve this, we will keep the opening read you provided us with as your starting point for your first So Energy statement.

Once your opening and closing reads have been agreed, there will be a reconciliation between your opening statement and your final bill from the previous supplier; so that they are the same number and you are not being double-billed for your energy.
If you are in the last 42 days of your contract with your current supplier, you cannot be charged any exit fees and you will not be charged twice for the energy you use.

Your current supplier may write to you before this period informing you that your contract is due to expire and once they have, you may also switch without penalty. They would normally do this within 49-42 days prior to your contract expiring. If you are unsure, it might be worth checking with them.

Hopefully, as these exit fees may not now apply, it might make sense to move earlier onto a cheaper tariff anyway and save you more.
We think the most important part of keeping on top of your energy is by fully understanding your statement, that's why we've made our energy statement as clear and simple as possible.

Click on the following link Energy statement explained to find out everything you need to know about your So Energy statement.

If you pay by fixed Direct Debit, then we will produce a statement at the end of each month detailing your energy charges. No action is required when you receive this it is purely for information purposes.

Your energy charges are made up of two components,
1. Unit Rate (a charge based on number of kWh of gas/electricity you've used), and
2. Standing charge (based on number of days we've supplied energy to your property).

We calculate your gas/electricity charges by multiplying the amount of units you have used (or estimated to have used) by the tariff unit rate you are on (£/kWh) and add the daily standing charge multiplied by the length of the charging period. We apply VAT (charged at 5%) afterwards.

For example, if you've used 750 kWh of gas and 180 kWh of electricity over a month (30 days):

gas unit rate 3.00p/kWh
3.00p x 750 =
£22.50
standing charge 21.00p/day
21.00p x 30 =
£6.30
electricity unit rate 15.00p/kWh
15.00p x 180 =
£27.00
standing charge 21.00p/day
21.00p x 30 =
£6.30

Total (Ex. VAT)
£62.10
Add VAT (charged at 5%)
£62.10 x 5% =
£3.11

Total (Inc. VAT)
£65.21

You should always check whether the unit rate and standing charge are including or excluding VAT. (In this example the unit rate and standing charge are quoted excluding VAT and this is being applied afterwards).
We encourage monthly meter readings so that we never have to estimate your usage, however if we do not receive a meter reading from you at the end of the billing period, we will have to produce an estimated value in order to generate an energy statement at the end of each month.

The way we estimate your electricity usage is by using your Estimated Annual Consumption (EAC). This is a number which is held and managed within a centralised industry database which estimates what the yearly usage that a particular meter will be, you can find this figure on any energy bill or statement. This number is reviewed and can be updated from time to time so you may see difference of this figure on different energy statements.

Each electricity meter point in the UK has a corresponding EAC associated to it (a typical EAC for an ‘average’ home is 3,100 kWh each year). We then adjust your EAC for seasonality (you would typically use more electricity during the winter months than the summer for example).

We estimate your gas usage in a similar way to electricity, however the figure we use is called your Annualised Quantity (AQ). This is a number again is held within a centralised industry database and estimates what the yearly gas usage of a particular meter will be. You can find this number on any energy bill or statement, this is reviewed and can change from time to time so you may see difference of this figure on different energy statements. Each gas meter point in the UK has a corresponding AQ associated to it (a typical AQ for an ‘average’ home is 12,500 kWh each year).

If you don’t believe that these estimated values are reflective of your usage, please submit more meter reads. If you submit meter readings after the statement period, they will be included in your next energy statement.
Your standing charge is a fixed daily cost that is used to cover the fixed costs of providing your home with both gas and electricity.

These costs include keeping your home connected to the energy network, carrying out meter readings and maintenance related charges. Your standing charge also goes towards the cost of government initiatives and reducing carbon emissions for the cost to deliver electricity and gas to your home.

Note, you may have a separate standing charge for each meter.
A fixed energy tariff guarantees that your prices will remain fixed for a defined period. It is the unit-price and standing-charge which remain fixed; you still pay for the amount of energy you use so your monthly bill may change to reflect your consumption. What you do get is peace of mind that the basic prices won’t go up.

A variable energy tariff means that the price per unit of energy is not fixed and could move either up or down – so you will benefit from a drop in prices but should also plan for potential rises as a result of fluctuating wholesale energy or other industry costs.

It's worth noting that if you're on a variable tariff and your energy supplier makes any change that could be to your detriment, they need to give you at least 30 days advance notice of this change.
Your TCR is not a 'tariff rate' and not something you can switch to, it is a number (introduced by Ofgem - the energy market regulator) that we are required to show in order to help people to compare tariffs from different suppliers (comparing apples to apples).

It is calculated by using the same unit and tariff rates on the tariff on offer but the usage estimate is based on what Ofgem has defined as medium usage (12,500 kWh for gas and 3,100kWh for electricity) not your individual situation. The calculation is total annual cost for a 'medium user' divided by number of units energy used, for example:

Gas TCR
365 (Days in a year) x 21.00p (standing charge p/day) = £76.65
12,500 x 2.70 (unit rate p/kWh) = £337.50
Total annual gas cost = £414.50

TCR = £414.15 (total annual cost) / 12,500 (annual consumption) = 3.31p/kWh.

Electricity TCR
365 (Days in a year) x 21.00p (standing charge p/day) = £76.65
3,100 x 10.50 (unit rate p/kWh) = £325.50
Total annual electricity cost = £402.15

TCR = £402.15 (total annual cost) / 3,100 (annual consumption) = 12.97p/kWh.
Your Personal Projection is your forecast energy cost for the next 12 months. It assumes you do not change or renew your energy tariff over this period, you use the same amount of energy as you did last year taking into account any meter readings you have given us and includes any discounts or charges that may apply (like VAT).

If you are on a tariff that is due to end in the next 12 months we are required to assume that you will move onto our So Out of Contract tariff (our Variable tariff) when your current tariff expires. For example, if your current tariff expires in 3 months, your calculation will be based on 3 months on your existing tariff + 9 months (the remaining time) on our So out of Contract tariff.



Your Personal Projection is just an estimate and does not include any credit / debit balance you may have on your account.
If you are on our one fixed rate tariff, we will take your first Direct Debit payment on or around the date that you come on supply with us (Supply Start Date), subsequent payments will be taken on the monthly anniversary thereafter. It may come out of your bank account a couple of days after this date if it falls on a weekend or bank holiday.

At the end of each month, we will produce an energy statement detailing your usage for that month. We will only charge you for what you use, therefore the more meter readings you provide us with the more accurate your statement will be.
We calculate your fixed monthly Direct Debit payment amount by taking your forecast annual energy costs and divide this number by 12, spreading it into equal monthly payments; we do not make seasonal adjustments nor add an uplift in the winter months.

Your forecast usage is based on all the information you provided us with during the quote process. If you provide us with your annual kWh figures (these can be found on your energy bills) this is most accurate way to forecast your costs, but if you don't know these or have them to hand, we can help you estimate it by selecting either the 'basic' or 'detailed' options.

You may use more/less energy depending on the time of the year, so you’re likely to see your account balance in debt over winter and in credit the summer, but if youre paying via a fixed Direct Debit this should even out across the year.

So for example, if you're expected to spend £600 over the next 12 months, we will split this into 12 equal payments of £50.

We review how much you're paying every 6 months to ensure that your payments reflect your energy usage, making sure that there isn't an unexpected large credit/debit on your account. If your usage is higher or lower than expected, then we may revise your Direct Debit payment according, but we will confirm with you before doing this. Even if your account is in credit we may still need to increase your payment amount to allow for higher usage during the winter month.

Example 1
if you end up using less than initially anticipated, we will reduce your monthly payments so that you don't end up paying us more than you need to!



Example 2
if however you end up using more, we will need to increase your monthly Direct Debit so that your payments remain in line with your usage. In this scenario the account is in credit when the adjustment is made, however due to higher usage during the winter months if the payment amount stayed the same there would be a large debt at the end of the contract, a situation that no one wants.



Remember – you only pay for what you use, any remaining account balance will be settled at the end of your contract.
If you are considering cancelling your Direct Debit we’d like to hear from you before you do so. If any payments are missed due to us not being able to claim them, you may be subject to a missed payment fee (set out in Terms and Conditions). It also means that you may be in danger of falling behind on your payments, and that subsequent Direct Debit payments will need to be higher than previously quoted to cover any missed period.

We also initiate any refunds via Direct Debit, therefore if it has been cancelled it will take us longer to get your money back to you.

If you are no longer a So Energy customer and have settled your final bill, please do cancel your Direct Debit Mandate.
You may use more/less energy depending on the time of the year, so you’re likely to see your account balance in debt over winter and in credit the summer, but if you’re paying via a fixed Direct Debit this should even out across the year. This means that even though your account balance may be in credit, you may not be entitled to a refund.

We review how much you are paying every 6 months to ensure that your payments reflect your energy usage, making sure that there is no unexpected large credit/debit on your account. If your usage is higher or lower than expected, then we may revise your Direct Debit payment according, but we will confirm with you before doing this.

At the end of the contract, if you had used more/less than forecast then we would take a further payment/refund so your balance would finish at 0. We would only charge you for what you use.

If you believe that you're entitled to a refund please see our Refund Policy.
We do understand that unforeseen events may occur and you may have trouble paying for your energy, if you know that this may be the case, please contact us as soon as possible. The sooner we know this, the sooner we can discuss how we might be able to help and discuss payment plan options available.

One way to ensure your bill is accurate, and that you are not overpaying for your energy, is by providing us with regular meter readings.

We have also included some useful links for impartial advice:

www.citizensadvice.org.uk/
www.moneyadvicetrust.org
www.nationaldebtline.org
www.moneyadviceservice.org.uk
www.homeheathelpline.org.uk
www.ageuk.org.uk
Reading your meter is not always straight forward, that's why we have a detailed guide to reading your meter How to Read Your Meter.

If you're still having trouble, just get in touch and we'll be able to help!
  • MPAN stands for Meter Point Administration Number. Your MPAN is the number that identifies your electricity supply. It is sometimes referred to as your 'S Number' or 'Supply Number'. It is the unique number that identifies the supply point to your home. The number is 13 digits long, (if it is shown in a 2 row box it is the bottom line - an example below with the numbers highlighted in yellow) and can be found on your electricity bill.
  • MPRN stands for Meter Point Reference Number. The MPRN is the equivalent for your gas supply. It is sometimes referred to as your 'M Number'. Can be between 6 and 10 digits long, and can be found at bottom of your gas bill (an example below with the numbers highlighted in yellow).

When you join So Energy, we will ask you to check these numbers before your 14-day cooling-off period ends. That’s to make sure we take over your home’s supply – and no one else’s.

These numbers can only be found on any energy statements, and should not be confused with your Meter Serial Number (MSN) which is the number on the physical meter!
If you’re a new So Energy customer, you’ll need to find a statement from your old supplier. Once you find an old statement, compare the numbers on a statement to the ones we have in in your online account. If they don’t match, please call us on 0330 111 5050.

If you can’t find your MPAN and MPRN numbers, don’t worry. With a bit of help from you, we can work it out using a national database. To get started you’ll need to have a look at the front of your meter and jot down the MSN (Meter Serial Number). Once you’ve got this number, please call us on 0330 111 5050.
At present we do not support smart meter functionality. However, this does not stop you joining us if you are willing to forego some of the functionality of a smart meter. If we take your supply, your meter would revert to behaving like a ‘normal’ meter. You would need to provide us with meter readings via your online account to ensure an accurate energy statement.
At present we do not support Prepayment meters and you will not be able to switch to us at this time. You can request a change of meter type from your current energy supplier, after which you would be able to switch over to us.
A 2-rate meter is an electricity meter which has 2 registers, recording what time of day you use your electricity (2-rate meters do not exist for gas).

Unlike a 'traditional' meter, you will have 2 rows of numbers on your meter (if this has been recently installed it will most likely have an electronic display). Each register will be labelled slightly differently to indicate which time period they relate to.

The most common 2-rate meter is called an Economy 7 but there are others.

For Economy 7 meters, between the hours of 7am – midnight* the register may be called either Day, Normal or Peak depending on who manufactured the meter. The other register (relating to midnight – 7am*) may be correspondingly labelled Night, Low or Off-Peak.

If you do have a 2-rate meter, there are specific 2-rate tariffs available to you to take advantage of this functionality, where by you pay a different unit rate depending on when you use your electricity. You will generally pay more for electricity consumed during the daytime (7am-midnight), and less in the night (midnight-7am). Typically, people with immersion / storage heaters find that this option is best for them but this is not always the case! < br>

*Read 07. What hours does my Economy 7 meter operate? For more information
The number in the name related to how long the Off-Peak or Night register operates. So an Economy 7 meter records for 7 hours and an Economy 10 records for 10 hours.

A 'typical' Economy 7 meter's Night register most commonly operates for the 7-hour period between midnight and 7am. The Day register operates for the remainder of the time (7am - midnight).

A 'typical' Economy 10 meter's Night register most commonly operates for the 10-hour period between 10pm and 8am. The Day register operates for the remainder of the time (8am - 10pm).

Unfortunately, there is no hard and fast answer to this question as each 2-rate meter is configured slightly differently, depending on the manufacture and region of the country you're in.

To add another layer of complexity, some 2-rate meters are 'tele-switches' i.e. each register's operating hours (Day/Night) vary and are controlled remotely by the local distribution network.

See our guide about who our engineers are and what they can do for you. Meter engineers

There are many ways to reduce your energy consumption and we have listed a few ideas Energy Saving Tips.

For more information, its also worth checking out: http://www.energysavingtrust.org.uk/
We do not support FiT (Feed-in-tariff) payments currently. However, this does not stop you from transferring your energy supply to us, therefore having separate arrangements with two different energy suppliers, one for your own consumption and another for your generation.
Please see our fuel mix here
If you're already a So Energy customer and moving into a new home, you can 'move' your energy with you. Just get in touch with us ahead of the move and so we can arrange this for you. We'll need to know the following:

Current property
  • your move out date.
  • if you know who's moving in or who will responsible for the property once you've moved out.
  • your closing reads (after you've move out of course). This is so we can end your usage at the right place. We will transfer your full account balance over to your new property.
New property
  • Move in date (if it's different to when you're moving out). It takes us 21 days to get your new property on supply so the more notice you give us the better.
  • where you're moving to.
  • whether you need gas and or electricity.
  • a bit of information on your new place, this is so we can estimate your usage in order to work out your new payment amount.
  • your opening reads (once you've moved in). This is so we can again start you off at the right point.
We know moving house is a busy time, so we're trying to make it as pain free as possible. Send us an email help@so.energy or give us a call on 0330 111 5050, and we'll talk you through it.
If you're a So Energy customer and moving out but want to end your contract. We'll need to know the following from you:

  • your move out date.
  • if you know who's moving in or who will responsible for the property once you've moved out.
  • your closing reads (after you've move out). This is so we can end your usage at the right place and send out an accurate final bill.
Please remember not to cancel your Direct Debit, this can delay your final payment or refund that may be due. You may also be subject to additional charges.

We know moving house is a busy time, so we're trying to make it as pain free as possible. Send us an email help@so.energy or give us a call on 0330 111 5050, and we'll talk you through it.
We provide electric and gas to a wide variety of customers. We recognise that each one is unique and that some customers may require extra support. There are a number of ways which we can help.
If you have special requirements, you may want to add your details to our Priority Services Register (PSR), for example: whether you have trouble reading your bill or rely on our energy to run essential medical equipment at home, our Priority Services are designed to give you peace of mind. Even if your needs are relatively simple or straightforward, we still want to help as much as possible. Did you know, for example, that you can set a password for So Energy representatives to use before you let them into your home? We can also provide you with a Braille or large print bill. Currently you are automatically eligible to register on the PSR if you:
  • are of pensionable age
  • have a chronic illness
  • are blind or partially sighted
  • are deaf or hearing impaired
If you would like more information about the PSR, please go to our webpage here (PSR Guide and Registration Form).
If you give us permission, we can send your bills to a relative, friend or carer’s address. You’ll need their permission first and they’ll have to sign the relevant section of our Priority Service Registration form.

You may wish to, or already have, a lasting power of attorney (LPA). This person or persons can help you make or make decisions on your behalf. These decisions fall into two categories; Health and Welfare and Property and Financial Affairs. Should you already have an LPA and wish them to act for you when dealing with us, we will need to see evidence of this and we will then update your account.

Should you require further advice or information about Attorney’s, please go to the gov.uk website here: - https://www.gov.uk/power-of-attorney/overview
Part of our license condition is that for certain customers we can offer, free of charge, annual gas safety checks which will be carried out by a person who has appropriate expertise and will include checks on the safety of your gas appliances and any other gas fittings on your side of the Gas Meter. For each gas appliance this will include an examination of the effectiveness of any flue; the supply of combustion air; its operating pressure or heat input or, where necessary, both; and its operation so as to ensure its safe functioning.
The criteria for this check is that you are:-
  • Of Pensionable Age, disabled or chronically sick; and
  • Live alone; or
  • Live with others who are all of Pensionable Age, disabled, chronically sick or under 18 years old; or
  • Live with others, at least one of whom is under five years old;
Please note that you must:
  • not occupy premises where a landlord is responsible for arranging a gas safety check under regulations made under the Health and Safety at Work etc Act 1974;
  • be in receipt of a means-tested benefit
  • not have had a gas safety check carried out at the premises in the last 12 months
We've included a few links to free, independent advice on knowing your rights as an energy consumer. Whether it's about how to find a better energy deal, making a complaint, help if you’re struggling to pay your bills or just general advice.

www.citizensadvice.org.uk/
www.energy-uk.org.uk
www.moneyadvicetrust.org
www.nationaldebtline.org
www.stepchange.org
www.moneyadviceservice.org.uk
www.homeheathelpline.org.uk
www.ageuk.org.uk

If you aren't happy with the service that we've provided, please see Complaints Code of Practice for our complaints procedure.

What should I do in an emergency?

If you’re worried about your supply or just want to be prepared for the future.

emergency


Getting in touch

There are many different ways in which you can get in touch. Call, email, Tweet, Facebook or send us a letter.

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