How can we help you?

You can Click Here to register your online account now. Registering is easy but you'll need an email address, postcode, and your SNRG online account sign-up code which can be found on your SNRG welcome letter or statement.

If you can’t find your sign-up code, don’t worry! Get in touch with our team today to receive your online account sign-up code and begin managing your account online.

Once activated you'll no longer receive statements and other correspondence in the post, instead you'll receive an email notification whenever a new statement or other correspondence is available online.

You can also sign up using the new Google Social Sign On function. This can be done by going on to the Register Account page and clicking on the Continue with Google button. This will then take you to a link to sign in with Google which will give permissions to use relevant information to create your online account.

Once activated, you can also download our Mobile App for iOS and Android and manage your account wherever you are.

Click here to learn more about using our SNRG app.

If you have any issues, please just Get in Touch with our team.

If you are reading this, SNRG likely owns and operates the SmartGrid that your home is connected to. The SmartGrid includes the rooftop solar PV, communal battery storage, distribution network, shared EV charge points, and the related communications and monitoring systems.

The SNRG SmartGrid is a communal, private wire energy system that can integrate dozens, hundreds or thousands of homes in a single location. The ‘synergy’ created from this place-based integration will allow ‘SNRG’ to:

• Offer tariff rates, which are cheaper than the current Ofgem Default Tariff Cap rate/s.
• Supply electricity to your home from the onsite rooftop solar panels as well as offsite energy sources including wind, hydro or nuclear.
• Provide you with access to a well-trained and well-staffed Customer Support Team, an online account and the SNRG app.

A friendly credit period applies to PAYG meters, where you pay in advance for your utilities.

Friendly credit means that your system does not disconnect during certain times, such as overnight, weekends and bank holidays when topping-up might be more difficult or when things don't go to plan and you may not have access to all the support you need to put them right.

Friendly credit is only available to prevent your system disconnected during these certain times, if the system is already disconnected it will not reconnect, and if the system is not topped up before, then it will disconnect when the Friendly Credit period finishes.

You will need to repay all debt accrued and top-up to £1 credit before you will be able to access your utilities again. If you need more information, just Get in Touch.

Emergency credit applies to a Pay-As-You-Go (PAYG) meter, where you pay in advance for your utilities.

This means that you can choose to activate a level of additional emergency credit, or debt that is repayable when you next top up.

You should follow the user-guide in our Help and Support section for information on how to activate your emergency credit.

You can see how much emergency credit you have available or remaining on your PAYG meter. This amount is designed to get you through to the next working day when you can top-up again.

After using your emergency credit, you will need to repay all debt accrued and top-up to £1 credit before you will be able to access your utilities again. If you need more information, please feel free to Get in Touch.

If you build-up a level of debt that you are unable to repay, for example when paying in arrears for your utilities when you are moved to PAYG, we will recover this debt as a percentage of your future top-ups. We do this as a debt recovery.

The debt recovery rate is normally 10% but may be higher or lower depending on the time it will take to repay the debt and will normally be agreed with you.

If this recovery rate is set at 10% and you top-up £10, you will receive £9 as top-up and £1 will go towards your debt.

You can see the amount of debt remaining through your in-home display unit, if on PAYG, or your latest statement. If you need more information or need to know your current accrued level of debt, please Get in Touch.

You can check your energy usage on your In-Home Display (IHD) (if installed) or by reading your meter. Check out our Help and Support for user guides on using your In-Home Display (IHD) and reading your meter.

You can also register for an online account if you haven't already, to see the meter readings we have remotely received or estimated.

If you have any concerns regarding your energy consumption, you can check out our Energy Saving Advice, or Get in Touch with our team.

If you have just moved into a property, or your tenancy has changed, we can help set-up your account and ensure you are charged accurately for the utilities you use. Just complete a few details on our Online Form and we'll confirm when your account has been set up, or if we need any more information.

If you have recently moved into your home you might also be thinking about tariffs, switching and how that works on a SmartGrid. You can find out 'What is a Tariff?' in our Help and Support pages.

You can also check out our downloads section for a range of useful user manuals and reading your meter, PAYG meter and other useful information.

If you have any other questions, please just Get in Touch with our team and we'll be happy to help.

We are only able to add a person onto an account who is legally liable to make payment for the utilities supply. To add a second person we will need to speak to that person and get their consent to be added to the account and to set up their access credentials.

If you need to add an additional person, please Get in Touch with our team and we'll update this for you. We may need to ask for evidence to confirm the name on the account.

If you only want to add a name onto the account to be able to speak on your behalf but not change the account details that is not a problem, just Get in Touch with our team and we can update following a security check.

If you would like to move to a PAYG meter, or switch to receive a monthly statement then just get in touch.

To move from Credit to Prepayment can be done at any time, to move from Prepayment to Credit will require any outstanding debt on the meter to be settled first.

If you have any other questions, please just Get in Touch with our team and we'll be happy to help.

Don’t worry! If you have a SNRG online account, you will be able to find your account barcode by visiting the Payments tab on the app. Here you will be able to select ‘View your barcode’. If you do not currently have a SNRG online account set up check out, How can I set up my online account? to get started today.

Of course, our support team can always advise you of your payment card number and provide a free printable barcode by email, just Get in Touch and we'll arrange this for you. Your payment card number and printed payment barcode are also normally included on any other correspondence you may have received from us.

Alternatively, we can arrange for a replacement payment card, which may incur a £6.00 charge, just Get in Touch. This charge will be deducted from your next top-up or added to your statement.

If you need to make a payment in the meantime, you can find ways to top-up if you have PAYG meter or make payment for the bill received in our Help & Support pages.

If the balance on our PAYG meter was negative, which may be down to use of emergency credit, friendly credit or fixed charges you will need to make a payment greater than this negative balance and top-up so your balance is £1 before your utilities will be reconnected.

If you did not have a negative balance, or you think that your top-up has not gone through, please Get in Touch.

Yes, you can send your statement to another address. The account will need to remain in the name of the responsible account holder.

If you request your statements and other correspondence to be sent to a non-UK address this may incur an additional monthly charge but there is no charge when you Register for an online account.

If you would like to update your address, please Get in Touch with our team and we can update this following a security check.