## Payments

Your payment amount, payment date, seasonal vs equal payments, our refund policy...

## Moving

You’re moving home, you have moved into a home supplied by So Energy...

## More

Renewable energy, our Priority Services Register, and much more...

See all articles

• How do I read my meter?
• How do I read my smart meter?
• Explanation of recent energy price hikes
• What are seasonal payments and how are they calculated?
• Can I change my supply start date?
• I'm moving out, what do you need to know?
• When is my first payment taken?
• Can I get a Smart Meter and does So Energy support them?
##### How do I read my meter?

Meters come in many different shapes and sizes, and each one is read differently. Just to complicate things further, your electricity and gas meters record your usage in different units (electricity in kWh, and gas in m3 or ft3).

We’ve compiled a list to help you work out which type of meter you have and how to read it. If you've got a smart meter try our guide How to read your smart meter.

Once you know how to read your meter, make sure you regularly submit your readings online to keep you on top of your energy. You can also set up email reminders online.

### Does your electricity meter look like any of these?

#### Single rate meter

Digital:

Analogue

• If so, write down all the numbers from left to right including any zeros. Ignore any numbers after the decimal point or which may be shown in red.
• The reading for the above meter is 07220

#### Two rate meter

• If you have a 2-rate meter, that means the meter records how much energy you use during you the day and night time.
• The row marked 'LOW', 'L' or 'NIGHT') shows how many units of off-peak electricity you have used.
• The row marked 'NORMAL', 'N' or 'DAY') shows how many units of peak electricity you have used.
• If your meter isn't clearly labelled, we can help you find out which is day and which is night.
• Write down all the numbers from left to right including any zeros. Ignore any numbers after the decimal point or which may be shown in red.
• The reading for the above meter is 556315 & 217457.

#### Dial meter

• Each dial turns in the opposite direction to the one before it, so check which way each dial turns. Read the dials from left to right, ignoring the dial marked 1/10.
• Write down the number that the pointer has just passed e.g. if the pointer is between 2 and 3 write down 2.
• The reading for the above meter is 26929.

### Does your gas meter resemble any of these?

#### Gas imperial meter

• Write down all the numbers from left to right including any zeros. Ignore any numbers after the decimal point or which may be shown in red.
• The reading for the above meter is 2988.

#### Dial meter

• Each dial turns in the opposite direction to the one before it, so check which way each turns.
• Read the dials from left to right.
• Write down the number that the pointer has just passed e.g. if the pointer is between 2 and 3 write down 2.
• The reading for the above meter is 2692.

#### Gas metric meter

• Write down all the numbers from left to right including any zeros. Ignore any numbers after the decimal point or which may be shown in red.
• The reading for the above meter is 75793.

##### How do I read my smart meter?

One of the many amazing benefits of having a smart meter is that you should never have to submit manual readings again. That being said, there are times where this may still be required, especially if you have a first-generation (SMETS1) meter that has not yet been enrolled into the smart network. That’s why we’ve put together the below step-by-step guides, just in case we ever ask you for a reading.

Just before we begin, it’s worth us mentioning that if we installed your smart meter(s) you will either have a Landis & Gyr or EDMI set up, which you can read more about here. Steps on how to read these meters can also be found in the guide below.

For those of you that already know what type of meter you have, we've got you covered.

#### Before you start:

Make sure you’re looking at your smart meter on the wall, rather than your in-home display (IHD). As great as your IHD is, it’s always best to take readings from your actual meter.

### Electricity smart meters:

It’s worth remembering that electricity reads are recorded in "kWh" (kilowatt hours), so be on the look out for this value when cycling through your display (but remembering to ignore the numbers after the decimal place).

### If you have a keypad

Meters with this setup:

• Secure Liberty 100 (SMETS1)

To get a reading from these smart meters:

1. Press 6 on the keypad until you see ‘IMP R01’ followed by 8 digits
2. You’ll then see 8 digits (e.g. 0012565.3) followed by kWh at the bottom right of the screen. This will be your peak/day time reading

If you are an Economy 7/multi-rate customer:

1. Keep pressing 6 on the keypad until you see 'IMP R02' followed by 8 digits - this is usually your night/off-peak reading
2. You can also press 9 on the keypad if you’re looking for a total/cumulative (both registers combined) reading

### If you have A and B buttons

Meters with this setup:

• Landis & Gyr E470 (SMETS2)

To get a reading from these smart meters:

1. Press the B button to wake up the display
2. Keep pressing the green ‘A’ button to cycle through until you see R01

If you are an Economy 7/multi-rate customer:

1. Press and hold the ‘B’ button for 3-5 seconds
2. Simultaneously press the ‘A’ button and you should notice the display revert to your R02 register

### If you have two white buttons with arrows and other markings around them

Meters with this setup:

• EDMI ES-10B (SMETS2)

These buttons might be to the left or underneath the display. To get a reading from these smart meters:

1. Press the right/OK button to light up the display. This is the 'default' menu screen
2. While on the default menu screen, use the left/down button to cycle through the different menus until you see the 'billing' menu
3. From here, look for 'advanced' and then the (TOU) Register Matrix or TOUmatrix
4. Your R01 register reading should now be visible. If not, use the left/down button to cycle through each value

If you are an Economy 7/multi-rate customer:

1. Following the same steps above, ensure you are on the TOUmatrix menu
2. Pressing the left/down button allows you to scroll through the list of rates and associated kWh values, including your R02 register reading

### If you have two grey buttons

Meters with this setup:

• Honeywell Elster AS302P (SMETS2)

To get a reading from these smart meters:

1. Press the "Display" or "Select" button to wake up the display
2. By pressing the button the meter display will scroll through to the meter reading. The number you're after is the one followed by kWh
3. As before, write down all the digits ignoring any digits after the decimal point (if you have one). We only require the whole numbers
4. In this example the meter reading is 23541

### If you have three grey buttons

Meters with this setup:

• Honeywell Elster AS300P (SMETS1)

To get a reading from these smart meters:

1. Press and hold the grey middle button until the main menu loads up
2. ‘General’ should appear on-screen – press and hold the middle button again to select this option
3. ‘Time & Date’ should be visible – now scroll with the bottom button until you see ‘TOU Registers’
4. Press and hold the middle button once more will hovering over ‘TOU Registers’ and you should now see ‘Imp. R1’ with a value underneath it

If you are an Economy 7/multi-rate customer:

1. You can use the bottom button to scroll through your other register readings i.e. ‘Imp. R2’
2. Ignore any digits after a decimal point if you have one. We only require the whole numbers
3. In this example the meter reading is 23541

### If you have two round blue and orange buttons

Meters with this setup:

• Aclara SGM1400 (SMETS2)

To get a reading from these smart meters:

1. Press the blue 'A' button to wake up the display
2. Continue pressing 'A' until you see 'Total Active Import'

### If you have an orange button on the left and blue buttons on the right

Meters with this setup:

• Itron EM425-UK (SMETS1)

To get a reading from these smart meters:

1. Press the orange button
2. You'll see a row of digits followed by kWh
3. Ignore any digits after a decimal point if you have one. We only require the whole numbers
4. The reading in this example is 12565

### If you have two white buttons

Meters with this setup:

• Kaifa MA120 (SMETS2)

To get a reading from this smart meter:

1. Your meter will automatically cycle through each reading, so you do not need to press anything
2. Wait for your import reading to appear. It will be represented in kWh

### Gas smart meters

Slightly different to electricity, gas readings are represented in "m3" (cubic meters). Some gas meters also have a habit of ‘falling asleep’ so you might notice that your display is blank when you first look at it. Don't worry though, you should be able to easily wake it up by following the relevant steps below!

### If you have a keypad

Meters with this setup:

• Secure Liberty Eg4v11 (SMETS1)

To get a reading from these smart meters:

1. Press 9 on the keypad until you se 'VOLUME' on the display
2. Then you’ll see a row of digits (e.g. 00063.5) followed by M3 at the bottom right of the screen. This is your reading
3. Ignore any digits after a decimal point if you have one. We only require the whole numbers
4. The read in this example is 00063

### If you have A and B buttons

Meters with this setup:

• Landis & Gyr G470 (SMETS2)

To get a reading from these smart meters:

1. Press either the red ‘A’ or black ‘B’ buttons to wake up the display
2. Your reading should now be visible on screen. It may display "METER INDEX"
3. Ignore any digits after a decimal point if you have one. We only require the whole numbers
4. In this example the meter reading is 135

### If you have two grey buttons either side of the display

Meters with this setup:

• G4 Metrix GWi (SMETS2)

To get a reading from these smart meters:

1. Press either of the two buttons to wake up the display
2. The display should light up
3. You'll see a row of digits followed by m3
4. Ignore any digits after a decimal point if you have one. We only require the whole numbers
5. The read in this example is 63

### If you have three square red buttons

Meters with this setup:

• Flonidan UniFlo G4SZV-1 (SMETS2)

Your buttons may or may not be labelled A, B and C. To get a reading from these smart meters:

1. Press the 'A' or left button
2. You'll see a row of digits followed by m3
3. Ignore any digits after a decimal point if you have one. We only require the whole numbers
4. The read in this example is 135

### If you have an orange and a blue arrow to the right of the screen

Meters with this setup:

• Itron Gallus sV G G4 (SMETS1)

To get a reading from these smart meters:

1. Press the orange button
2. You'll see a row of digits followed by m3
3. Ignore any digits after a decimal point if you have one. We only require the whole numbers
4. In this example the meter reading is 135

### If you have two white buttons with arrows and other markings around them

Meters with this setup:

• EDMI GS-60B (SMETS2)

To get a reading from these smart meters:

1. Press the right button. This might be labelled 'OK'
2. The display should wake up and you'll see a row of digits followed by m3
3. Ignore any digits after a decimal point if you have one. We only require the whole numbers
4. In this example the meter reading is 135

#### Your meter not shown above?

If you think your smart meter isn't shown above, please send us a clear photo that captures the entire front of your meter to help@so.energy. We'll then find out how to read it and we can add your meter type to our guide!

##### Explanation of recent energy price hikes

You may have seen in the news in recent weeks and months that energy prices are increasing across the energy industry and thought about what this means for you and what you pay for your energy. This article will aim to answer any questions you have about why prices have increased and what this means for your So Energy Tariff.

#### What is the Price Cap?

• This is a safety net introduced by the government and enforced by Ofgem
• It limits the price per kWh on gas and electricity on standard variable (default) tariffs only - like our So Flex tariff.
• Ofgem looks at the wholesale costs of purchasing energy for suppliers and increases the price cap if those costs go up

#### Why are energy prices increasing?

• The increase in gas and electricity prices over the last month are driven by wholesale costs going up as a result of various socio-political and environmental factors across the world.
• Some of these factors include:
• Colder weather in Europe means more gas has been used
• Hotter weather in Asia meant they are using more energy than usual to power air conditioning
• Fire damage to a connector across the Channel restricts how much energy can be transferred from there
• Since gas is still used in a lot of electricity generation, the price of gas going up on wholesale markets meant electricity has also gone up
• Wholesale costs account for a large chunk of customer bills
• Energy markets fluctuate all the time and our expectation is for this price increase trend to reduce over the next year.

#### How Does This Affect Fixed Rate Tariffs?

• Our fixed rate tariffs are set for 12 or 24 months and your energy unit rates are locked in for the duration of your tariff.
• Fixed rate tariffs are not subject to the price cap limits
• Such tariffs are updated more quickly to reflect week-by-week changes in wholesale costs
• Normally, fixed rate tariffs are cheaper than default tariffs - but the situation has been the opposite recently where default tariffs can be cheaper than fixed rate tariffs.!
• Default tariffs are cheaper for now because the price cap implementation is retroactive and slow - they may increase again in the future

#### I'm at the end of my contract and my renewal price is a lot higher than my current monthly payments, why have my monthly payments increased so much?

• When we calculate your renewal price there are 2 elements that are used; your estimated annual usage and the tariff rates
• We calculate your estimated annual usage based on your meter readings over the past 12 months (or for the time you have been on supply with us), if you've been providing us with regular monthly readings or we' take smart reads remotely, this will ensure this figure is as accurate as possible!
• Your tariff rates are what you pay per unit of energy (in kWh) and the standing charge per day.
• This means that while your estimated annual consumption may not have changed, the changes in unit rate and daily standing charge may cause your monthly payments to increase.
• We understand the impact that price hikes may have, especially on those vulnerable, so if you are facing financial difficulty, please contact us to discuss a solution that works best for you.
##### What are seasonal payments and how are they calculated?

We understand that you may not use your energy evenly throughout the year, so paying an equal amount each month doesn't suit everyone.

That's why we offer the option to pay a different amount during summer months and winter months, so you pay more when your usage is higher and less when your usage is lower.

We also have a guide to making Equal Direct Debit Payments. You can switch to equal Direct Debit payments through your online account at any time.

### How we calculate summer and winter payment amounts

Firstly, we calculate your estimated annual energy cost and divide this by 12, giving your average monthly payment amount. We then adjust this for the time of year, reducing your average payment by 25% during the summer months and increasing it by 25% for the winter.

Your summer payments are taken between April and September and your winter payments between October and March.

Whether you pay by equal monthly instalments or by a seasonally adjusted amounts, you'll pay exactly the same amount over the course of 12 months.

Your estimated annual usage is based on all the information you provided to us during your quote process. The most accurate way to estimate your costs is using annual kWh figures (these can be found on your energy bills), but if you don't know this or have them to hand, we can help you estimate your annual cost by looking at the tariff you are currently on and how much you are paying, or by selecting either the 'basic estimate' or 'detailed estimate' options.

In the above example we expect to spend £600 during the course of the next 12 months based on the information provided. This means that an average payment amount is £50 per month (£600 / 12 months = £50).

Summer payments are calculated by reducing this by 25%, in this case: £50 x 75% = £37.50.
The winter payments are calculated in a similar way by increasing the average payment by 25%: £50 x 125% = £62.50.

Adding up all the payments over the course of the year: 6 x Summer Payment (£37.50) + 6 x Winter Payment (£62.50) = £600, the same as if you paid equally through the year.

### What this means for your Account Balance

As we take payment in advance of your usage, we expect your account to remain in credit for most of the year. However, if you are paying seasonally adjusted amounts, we would expect the fluctuation of your account balance throughout the year to be less than if you paid equal amounts each month. Those paying an equal amount each month could expect to see a much bigger credit towards the end of summer, and a much bigger debit towards the end of winter.

During your first month, your account will be in credit because we've taken your first Direct Debit but we haven't produced your first statement yet. Your next month's Account Balance will be calculated as follows: the Account Balance from the previous period (i.e. your first payment) - your charges for the month before + plus your next month's advance payment.

In the example above, the January Account Balance is the winter payment amount (£62.50). The February Account Balance is the previous month's Account Balance (£62.50) - January energy charges (£71) + February advance payment (£62.50) = £54 CR.

### Switching from equal to seasonal Direct Debit payments

You can switch from equal to seasonal Direct Debit payments or vice versa. We simply require at least 7 days' notice before your scheduled payment date. We may also require you to make a top-up payment if your switch will result in an overall shortfall in payments, or if your account is in debit. You can change your payment plan via your online account.

### I want my switch to happen later

Once you’ve signed up and your switch has started, the switch will take 21 days and unfortunately we can't delay this for you.

If you are concerned you will be charged an early exit fee by your current supplier, it is worth noting that fees cannot be charged if you’re in the last 42-49 days of your contract. You can find out more about Early Exit Fees.

If you still want to delay your start date you will need to cancel your switch, which you can do through your online account, and then reapply again in the future (at least 21 days before your preferred supply start date). You can only cancel your switch within your 14-day cooling off period. After your cooling off period, industry processes are underway and the switch cannot be stopped.

If you do cancel your switch, please note that the one tariff we have on offer at any time is subject to change, so we cannot guarantee that the same tariff will be available if you try to switch again in the future.

### I want my switch to happen sooner

Once you’ve signed up and your switch has started, the switch will take 21 days and unfortunately we can't speed this up for you.

If you have recently moved into your house and wanted us to supply you from the start, unfortunately we still can't speed up the switch and you will have a different supplier for a short time. To find out who this is, please ask your Network Operator. Find your Network Operator by entering your postcode here.

If you wanted to bring your switch forward because your current supplier's contract is due to end soon, unfortunately we still can't speed up the switch. Your current supplier will continue to supply you with energy after their contract ends, your energy won't be turned off! Usually a supplier will charge you on their standard variable tariff, however we would advise you contact your current supplier to find out the rates that will apply during this time.

##### I'm moving out, what do you need to know?

We know moving can be stressful but sorting out your energy doesn’t have to be. We handle most of the process for you, we just need a few details from yourself. There’s a quick form to fill out which will be sent straight to our operations team. This article will explain everything you need to know.

 Moving Home Form

## What do we need?

To process your move, we'll need to take a few details from you. You can provide them by completing this form

These details will be some dates, some meter readings and some address details so please have the following things handy:

So Energy account number- This is an eight digit number starting 00 that can be found on the top of any email we have sent to you or on your welcome page in your online account.

Full name- Please ensure the name you provide matches with the name on your account.

Telephone number- Please ensure that this matches with the contact number associated with your account.

Last date of responsibility- This is the date that your tenancy for your current property ends or the last day where you are responsible and may not be the same as the day you move out of the property. This will be the date that your account is billed to.

Contact details for new occupier (if known)- This helps us the process of creating an account for the new occupier but do not worry if you do not have any contact information.

## Things to keep in mind

### Can you supply my next property?

Great, we’d love you to stay with us! For more information on this have a look at our page here.

### I’ve already moved out/I’m about to move out, am I going to be charged extra because I haven’t told you in time?

No, even if you’ve already moved out we will only bill you for up to your last date of responsibility.

### What happens to any credit I’ve got on the account?

You’ll receive your final bill which will detail any final any charges or early exit fees. Any credit that’s left on the account after that will be refunded back to you, there will be a date on your bill for when this will by. It is usually within 10 days after you receive your final bill.

### Will I be charged any early exit fees?

Early exit fees will only be charged if your current tariff(s) are not in the last 49 days of your contract. Our early exit fees for 12 month fixed term agreements are £10 per fuel, so for gas and electricity you will have a £20 charge added to your final bill. If you have a 24 month fixed term agreement, our early exit fees are £15 per fuel, so for gas and electricity you will have a £20 charge added to your final bill. For further details about our early exit fees, please see this article.

### Should I cancel my direct debit with you?

No, we will cancel the direct debit once the final bill has been settled. Cancelling the direct debit can lead to it taking longer to close your account and delay any credit you are owed to get back to you. If you do cancel your direct debit you will need to pay any charges owed manually

### What if I have cancelled my direct debit with you already?

We’d advise reinstating it, but otherwise you will need to pay any money owed through your online account or by getting in touch with us by the due date on your final bill. Any credit due back to you will still be paid but there may be a delay.

### What happens next?

Once we have all the information about your move, the rest of the process is down to us! Please remember to send a final meter read on your last day of responsibility if you haven’t already. We’ll send you your final bill, usually within 14 days of you moving out. After the final bill is settled the account will be closed.

##### When is my first payment taken?

When you switch to So Energy, we will take your first Direct Debit payment on or around the date that your energy supply starts (Supply Start Date). Your exact payment date will be shown in your Welcome Pack.

If your payment date falls on a weekend or bank holiday, the money will come out of your bank account a little later, on the next banking day. Further monthly payments will be taken on the same date each month.

Your monthly energy statements usually take 2-5 days for us to prepare and send to you, so you will see your first statement a little time after you have made your second payment.

### Why we take payment in advance

By taking payment in advance, we are able to buy your gas and electricity in advance at better rates and we then pass these savings on to you. That's part of the reason why our prices are much more competitive than other suppliers. Having credit in your account also means you should have a bit of buffer for winter time, when most peoples' energy usage tends to be much higher, reducing your risk of falling into energy debt.

##### Can I get a Smart Meter and does So Energy support them?

Here at So Energy, we can’t get enough of smart meters. That’s why we’re committed to offering one to all of our customers. Interested to know more?

### What is a smart meter?

Smart meters are revolutionary, next-generation technology that capture and send meter readings straight to your energy supplier, all without you having to lift a finger. This ensures accurate bills across the board, putting an end to estimates. Smart meters also come complete with an in-home display (IHD), which enables you to track and monitor your usage in a real-time pounds & pence view. You may see us referring to smart meters as SMETS here and there, this acronym stands for Smart Metering Equipment Technical Specification.

### What's so good about smart meters?

Smart meters save money, they save time and they save energy (gas, electricity and your own).

1. No more meter readings - Smart meters send us regular, automatic readings, meaning you’ll never need to root around under the stairs, using the torch on your phone, to take a reading to send us ever again.
2. No more estimated bills - Since smart meters send us regular readings, we always have accurate data for your energy usage, so we’ll never again need to base a bill on estimated usage. This helps you by ensuring you’re not overpaying, and it helps us to know how much energy to buy in advance for all So Energy customers.
3. Save energy and money - Smart meters come with an in-home display (IHD), a little monitor that shows your real-time energy usage. With this, you can keep an eye on the appliances that use the most energy, make changes and see instant improvements in your consumption!

### Can I get a smart meter?

We have made a great start on our second-generation smart meter rollout, having now installed thousands of meters up and down the country. Our metering partners are doing a fantastic job in helping us to deliver on this project, but if you haven’t heard from us already, fear not as you likely will soon!

When we do have availability in your area, we will be in touch through smart.install@so.energy with a prompt to book an appointment via your online account, so be sure to keep an eye out for that!

Once you've made a booking, you can amend or cancel your appointment at any time without getting in touch. All you need to do is use the link provided in your booking confirmation or reminder emails and you'll be able to manage the booking yourself!

For information on how to prepare for your installation, check out our section here. Or, to find out more about our metering partners and their no-contact smart meter installations, please check out this page here.

### Can So Energy support my existing second-generation (SMETS2) smart meter?

So Energy support all second-generation smart meters, also known as SMETS2 meters. If you have a SMETS2 and wish to join our supply, your meter should automatically connect to us and start providing us with reads when we take over supply.

If you have a SMETS2 meter and you are already on our supply, these should be 'woken up' and communicating with us. However, if you feel your smart meter has not yet woken up, please get in touch with us via help@so.energy.

### Can So Energy support my existing first-generation (SMETS1) smart meter?

Good news, The Data Communications Company (DCC) is in the process of updating all first generation smart meters by moving them over to the new smart communications network. This migration is being carried out in three stages, with a planned finish at the end of 2021. This is being done so that we can provide you with an even more reliable service, all while ensuring your smart meter(s) can continue to work should you decide to switch suppliers in the future.

### What does this mean for me and when will my SMETS1 become smart again?

We've been working hard to start communicating with newly-enrolled smart meters. That being said, the time and date your SMETS1 will be enrolled and adopted into the new smart communications network depends on a few things, such as the meter manufacturer and the energy supplier who originally installed it. As it’s an industry-wide change that is largely out of our control, we are currently unable to provide exact timings for each meter. However, we anticipate that all first generation smart meters will be enrolled throughout 2021.

After we’ve taken care of the boring stuff in the background, if your meter is successfully enrolled and communicating with us, you will receive an email from us with the good news that your SMETS1 meter is now smart enabled. This means your meter will be able to do all the useful smart stuff. If both your gas and electricity are first-generation smart meters on supply with us, you will receive this email for each meter we successfully wake-up, so don’t be alarmed if you get it twice (it’s good news!).

If for any reason the Data Communications Company (DCC) are unable to wake up your meter, we will be in contact to offer you a brand new SMETS2 meter, free of charge. For the time being though, sit back and relax until you hear from us. Your first generation smart meters will behave like a ‘normal’ meter, meaning you will need to provide us with meter readings via your online account to ensure an accurate energy statement.

### Is my smart meter first or second generation?

Chances are if your meter was installed before 2018, it’s most probably going to be first generation (SMETS1). To be more certain though, you can either check out our page here (complete with diagrams and model names), or look for a device ID (GUID) on the electricity meter. This will be printed on the front of the communications hub (attached to the top of the meter) and will be formatted like this: AA-BB-CC-DD-EE-FF-GG-HH-II. If you can see this, you have a second generation (SMETS2) meter.

### Can I get a smart meter if I rent/am a landlord?

This depends who pays the utility bills for the property. Whoever the account holder is (the person responsible for paying the utility bills) ultimately has the choice on whether a smart meter can be installed. However, if you are renting but also pay for the gas and electricity, it may still be worth informing your landlord prior to installation that you are intending to install smart meters at the property!

We know energy statements & bills can be a little confusing so we've highlighted areas that may be of interest and explained how we've calculated things.

If you do have problems or anything isn't clear, just send us an email at help@so.energy or call us on 0330 111 5050 (We're open Monday to Friday, 9am till 5pm).

## Fixed monthly Direct Debit statement

Below is an example of a So Energy gas and electricity statement, paid by fixed monthly Direct Debit.

1. This is your Account Number and Bill Reference Number. If you need to talk to us about your statement, it's useful having these to hand.

2. The primary account holder's name is the only name which will appear on statements. If you have any additional names on your account these will not be shown on your statement.

3. The billing address is shown on the front of the statement. If you have a different supply address and billing address, you can find the supply address on page 2 of your statement.

5. This is your Account Balance from your previous statement (if it's your first energy statement from us, this will show £0.00).

6. We'll list any payments received or account credits or debits applied to your account since you last statement was produced. Please bear in mind that payments or debits/credits applied outside of the billing period may be shown as we always provide a most up-to-date statement of your account at the time the statement is produced. Any payments/credits will have a (CR) next to them, whilst any account charges/debits will not. Please see below regarding Revised bills.

7. Your Balance Brought Forward is calculated by adding Balance at your last statement and any payments (or other adjustments) made (so in this example, CR £91.73 + CR £73.00 = CR £164.73).

8. All energy usage charges applied during this billing period. A breakdown of these charges is shown on page 2 of the energy statement.

9. This is calculated by adding any Balance Brought Forward and the New charges included in this statement (in this example, CR £164.73 + £36.24 = CR £128.49).

11. Each month we compare the tariff you're already on against the latest fixed tariff we have on offer and we'll let you know if you're already on the cheapest tariff for you. If there are savings to be made by switching tariff, we'll let you know how much you could save over the next 12 months by doing so. Projected savings are calculated by comparing your Estimated Annual Cost (for each fuel) against the forecast costs if you were to move onto our latest fixed tariff. If you're coming towards the end of your fixed contract, we will double check these savings by comparing the unit rates and standing charges of each tariff, to make sure that switching tariffs is the best option for you. For more information see: Could you pay less.

Revised bills
If there is a Revised bill line in section 6, this is because we've had to reissue your energy statement. We reverse the charges made on the incorrect statement previously issued for the same billing period. You will not be charged twice for the same energy. The most common reason for revising statements is if an incorrect reading had been used to calculate your energy charges (e.g. if we've disputed your opening / final read) and we've gone back and corrected this so we can provide you with an accurate statement.

If you log in to your online account, in the Bills and Statements section you will see a table showing all payments made (credits) and all the charges based on your energy usage (debits).

Please note, for statements that have been revised, we only show the most up to date version of each statement for each billing period on your online account.

12. This is your supply number or S-Number, it is a unique 21-digit reference used to identify your electricity supply point. The bottom 13-digits is known as your MPAN (Meter Point Administration Number).

13. This section shows your supply address (this may be different to your billing address if this is not your primary residence), along with your tariff name and the exact period you have been charged in this statement.

14. This is your M-Number or MPRN (Meter Point Reference Number). It is a unique reference used to identify your gas supply point and can be between 6 and 10 digits long.

15. This is your estimated annual energy usage provided to us by the energy industry. It is based on your meter readings. The more readings you give, the more accurate this will be. See How am I charged for my energy for more information.

16. This is how we convert your gas units to kWh.

17. This states all charges included in the billing period as well as VAT. This matches the 'New charges included in this statement' shown on page 1.

18.This section provides details of where you can find more information through our website, and how to get in touch with us if you have any questions.

19. This is an average daily usage, for your reference. This is calculated by taking the total usage for the statement period and dividing this by the number of days, so in this example daily electricity usage is 118.6kWh divided by 28 days = 4 kWh/day (rounded to the nearest whole kWh).

20. This sets out what to do if you're unhappy with the service that we're offering.

21. If you'd like to know what we're getting up to, check out our blog or follow us on Facebook or Twitter.

## Pay on receipt of bill

#### for So Flex customers

Below is an example of a typical So Energy gas & electricity statement, paid on receipt of bill.

1.This is the total charges due. See page 2 for a breakdown of the charges.

2.This is the date when payment is due. If there is a Direct Debit in place, this is the date on which payment is due to be collected. If this date falls on a weekend or bank holiday, payment will be taken by Direct Debit on the next available banking day, never before the date shown on your statement.

## Final Bills

Below is an example of a typical So Energy gas and electricity final bill.

1. These are the charges included in your final bill.

3. This is the date when payment is due. If there is a Direct Debit in place, this is the date when payment is scheduled to be collected. If this date falls on a weekend or bank holiday, payment will be taken on the next available banking day, never before the date shown on your bill. If you're moving home and taking us with you, we won't collect the outstanding balance, instead we'll automatically transfer the full balance over to your new property.