Understanding your renewal options, when you can renew...
See all articles about renewalsChanging suppliers, your opening and closing readings, the day you switch...
See all articles about switchingManaging your account online, understanding your statements, updating your details...
See all articles about accountReading your meter, moving or exchanging your meter, meter faults...
See all articles about meterEverything you need to know about Smart Meters
See all articles about smart meterYour payment amount, payment date, seasonal vs equal payments, our refund policy...
See all articles about paymentsYou’re moving home, you have moved into a home supplied by So Energy...
See all articles about movingWarm Home Discount, our Priority Services Register, Renewable energy and much more...
See all articlesEvery month your payments are scheduled to come out on the same day. However, when there is a bank holiday, some payments will be delayed due to the loss of a working day. The next bank holidays are Thursday 2nd June 2022 and Friday 3rd June 2022. This article will explain how this affects you.
How do Bank Holidays affect my direct debit payments being taken?
If your scheduled monthly Direct Debit payments fall on a bank holiday, there will be a delay to when this payment is taken. Typically, it will be taken the next working day. For example, if your payments are scheduled to be taken on the 2nd of every month, as 2nd June is a bank holiday your payments will be taken on the next working day, Monday 6th June.
Payments are also not taken at weekends so there is the potential for a delay of up to 4 days between your usual payment date and the date your payment will actually be taken but please be assured that payment will still be taken.
I’ve received my bill but no payment has been taken and I have a higher than expect debit on the account, what do I need to do?
Your bills are produced around 2 days after your Direct Debit payment is scheduled to be taken. However, this can mean around bank holidays when payments can be taken 2 days or more later than scheduled, a bill may be produced that shows no payments being taken and a higher debit than expected, but please don’t worry! On the following month’s bill you will see the payment taken for the following month as well as the payment taken for the current month. You will not be over or undercharged. You are able to monitor when your payment has been processed here through your online account.
If you believe a payment is missing or have any concerns about your bills, please get in contact with us by either calling us on 0330 111 50 50 (Mon-Fri, 9am-5pm) or by emailing us at help@so.energy.
So Energy recently joined forces with ESB and as a result we are backed by a very stable company with long term plans in the UK, There is no risk to So Energy, all credit balances are safe.
You can be very confident that So Energy will continue to supply your property and provide our great service.
So Energy has been one of the leading energy suppliers since we started in 2015 and we recently announced our merger with ESB Energy, which allows us to benefit greatly from their 90 years of experience in energy, as well as their strong financial standing.
The reasons we're so confident are ESB is part of Ireland’s largest energy company, with a long track record in the energy sector, and is a strongly diversified utility company with operations spanning electricity generation, transmission and distribution and energy supply. Furthermore, over the past three decades ESB have invested over £2 billion in UK green energy infrastructure, and their leading history has been supported by an extremely strong financial foundation.
So, rest assured we will be here for you and continuing to provide our great customer service.
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.
If you are on a fixed tariff, your price will remain the same until the end date of your tariff, a fixed tariff gives you peace of mind and confidence that the price you pay for energy will remain the same. However, with winter coming your usage might increase which does affect your bill. To read more about how your usage impacts your bill, read here!
If your fixed tariff is coming to an end soon, you will most likely see an increase in your renewal price.
We are currently only offering 24 month tariffs which are a great option if you are renewing as your tariff price is locked in for longer, meaning you don't have to worry about any future increase in price for the length of your contract.
Rest assured, So Energy always tries to provide you the best price possible. The vast increase in wholesale costs (where we buy your energy) means that we are forced to increase the prices we charge you.
While we - and most energy suppliers - will pass any savings on to our customers and absorb rises in wholesale costs in order to keep things affordable, there are times when you’ll see an increase in what you’re paying. This is generally unavoidable, and as an energy supplier not something that we like having to do.
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.
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.
If you've got a traditional meter, try our guide How to read your meter.
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.
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.
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).
Meters with this setup:
To get a reading from these smart meters:
If you are an Economy 7/multi-rate customer:
Meters with this setup:
To get a reading from these smart meters:
If you are an Economy 7/multi-rate customer:
Meters with this setup:
If you are an Economy 7/multi-rate customer:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from these smart meters:
If you are an Economy 7/multi-rate customer:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from this smart meter:
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!
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from these smart meters:
Meters with this setup:
To get a reading from these smart meters:
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!
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.
Digital:
Analogue
We do understand that the recent increase in the energy price cap is a really difficult and frightening situation, and it’s one affecting customers of all suppliers.
We can review your Direct Debit payments in light of the new price cap, and although it is likely to increase, we’ll only ever charge you for the energy that you’ve used. If you don’t have a smart meter it’s really important to submit regular meter readings so we can bill accurately, otherwise we’ll be billing on an estimate of what you’ve used and you might overpay.
Any reads you took on 31st of March can be submitted until midnight on Sunday, 4th of April and will be backdated to 31st of March, just submit them via your online account or via email (with a photo if possible) at help@so.energy and we’ll do the rest.
Please note, If we reduce your Direct Debit to a point where it doesn’t cover what you’re using, we run the risk of you getting into debt, and while your energy will never be cut off, that’s a situation we really don’t want. There are independent bodies that can offer advice and support if you’re struggling to keep up, which we have included at the bottom of this article in addition to some helpful information on why this price cap increase is happening, and what the government intends to do to support customers, including a £200 loan to help ease the burden.
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.
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.
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.
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.
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 |
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.
Address moving out of- please include the full address including postcode of your current property
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.
Electricity and/or gas readings- Please provide us with meter readings for all meters that we supply at the property taken on the last day of responsibility or on the date closest to that. These reads will then be agreed with the new occupier before your final bill is issued. Please see this article for further information on reading your traditional or smart meters.
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.
Address of forwarding address- please include the full address including postcode for your forwarding address. We may use this in the eventuality we need to send any further communications to you via post.
Great, we’d love you to stay with us! For more information on this have a look at our page here.
No, even if you’ve already moved out we will only bill you for up to your last date of responsibility.
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.
Early exit fees will only be charged if your current tariff(s) are not in the last 49 days of your contract.
Our 12 month, fixed tariff agreements have early exit fees of £20 per fuel (if your 12 month tariff began prior to 16 August 2021, your early exit fees will be £5 per fuel. If your 12 month tariff began after 16 August 2021 and up to 2 November 2021, your early exit fees will be £10 per fuel). That’s £40 if you end a dual fuel agreement early or £20 for ending a single fuel agreement early. Our 24 month, fixed term tariff agreements have early exit fees of £40 per fuel. That’s £80 if you end a dual fuel agreement early or £40 for ending a single fuel agreement early (if your 24 month tariff began on any date up to and including 2 November, your early exit fees will be £30 per fuel).
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
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.
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.
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?
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, which stands for Smart Metering Equipment Technical Specification.
Smart meters save money, they save time and they save energy (gas, electricity and your own).
We are now well established in our second-generation smart meter rollout, having installed tens of 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 completely by yourself!
If you are receiving smart meter emails from us and can see the below banner on your online account, click here to book now, it only takes 5 minutes!
Can't see the above banner? Fear not, if you register your interest with us here, we promise to contact you as soon as we can with the offer of a smart meter.
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.
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.
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.
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.
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.
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!
If you're an electricity only customer, fear not! We are now supporting electricity only smart meter installations up and down the country, so if you haven't heard from us yet then you likely will soon!
So Energy are on a mission to offer and install smart meters in as many homes as possible in 2022. We plan to install 27,617 gas and 26,427 electricity smart meters in 2022 (54,044 total). Haven't heard from us yet? Fear not, as you likely will do soon. Alternatively, why not your register your interest here and we'll get back to you as soon as we can to let you know if you are eligible.
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