How can we help you?

Setting Up Or Closing Your Account

Who is SNRG and what do we do?
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.

I’m a SNRG customer, what happens next?

Welcome to SNRG!

Below is an expected timeline of events for your journey as a SNRG Resident, depending on whether you top up a Pay-As-You-Go (PAYG) meter or receive bills each month.

If you top up a Pay-As-You-Go (PAYG) meter your journey with us should look like this:

Date	Activity
Account Start Date	Your Pay-As-You-Go (PAYG) service begins.
Account Start Date to 30 Days	A Welcome Pack will be delivered to your home including; Key Facts Letter including frequently asked questions, payment information, tariff information and contact information. Any instruction manuals you may require to operate your system. A payment card for topping up your Pay-As-You-Go (PAYG) meter at any PayPoint store.
Account Start Date to 14 Days	You will receive an invitation to sign up to your own resident portal. Here you will be able to access utility data, view meter readings and consumption, view and download statements and track account balance and transactions.
Account Start Date +14 Days	SNRG may contact you to make sure you aren’t having any trouble making payments.
Account Start Date +365 Days	You will receive an Annual Statement for your utility account displaying a total spend and current balance for the past year.
Account End Date	You will receive a notification of your closing balance for your PAYG account.

If you receive bills each month your journey with us should look like this:

Date	Activity
From Account Start Date	Your first bill run will begin.
Account Start Date to 30 Days	A Welcome Pack will be delivered to your home including a Key Facts Letter including frequently asked questions, payment information, tariff information and contact information.
Account Start Date to 14 Days	You will receive an invitation to sign up to your own resident portal. Here you will be able to access utility data, view meter readings and consumption, view and download statements and track account balance and transactions.
Account Start Date +14 Days	SNRG may contact you to make sure you aren’t having any trouble making payments.
Account Start Date to 7 Days	Electronic Direct Debit mandates will be delivered to you if you would like to set up a direct debit to pay for your bills.
Account Start Date +14 Days	SNRG may contact you to make sure you aren’t having any trouble making payments.If you’re struggling, we might ask if you would like to set up a Direct Debit if you haven’t already. SNRG will be able to send you a Direct Debit mandate by post if you would prefer to fill it in in this way.
Account End Date	You will receive a final bill for your utility account.

I’ve just moved into a home connected to a SNRG SmartGrid what do I need to do?

Welcome to your new home, we hope you’re settling in!

As your home is connected to a SNRG SmartGrid, SNRG supplies your home with low-cost, low-carbon electricity.

You can find out more about SNRG and what we do in our About Us page.

In the meantime, 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.

You might also be thinking about tariffs, switching and how that works on a SmartGrid. You can find out details about this in our Help and Support pages.

Once you have become a SNRG customer be sure to check out How can I set up my online account? To learn how you can make the most out of your utility account.

If you have any other questions, please just Get in Touch with our team and we'll be happy to help.
How can I set up my online account?

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.
I’ve just moved into a property, how do I clear the debt on my PAYG meter?

Don't worry! We can get this sorted for you.

If you have just moved in and a debt is showing on the 'pay-as-you-go' (PAYG) meter, just Get in Touch with our team.

Our team will need to make sure your account has been set-up. We'll make sure you're not out of pocket for any charges incurred before you became responsible for payment. Whilst we are sorting your account we will remove this debt from the meter.

If you are found to be responsible for some or all of this debt, then this will be added to the PAYG meter as a debt balance or balance deduction.
My move-in date is incorrect, what can I do?

Your move-in date should be the date you became responsible for payment, which may be the date on your lease, tenancy agreement or your completion date, if you are a leaseholder or freeholder.

This date may be before you moved into your home and some charges such as fixed daily charges or usage charges may be incurred during this time. You will be liable for these charges.

If this date is incorrect, please just Get in Touch with our team and we'll happily help get this resolved for you. We may need to ask for evidence to confirm your move-in date. This may be confirmed by the housing provider.
How can I read my meter?

Your meter should show a digital counter display.

Care should be taken when reading your meter to identify any decimal places, which may also be indicated by a different size or colour counter.

If your meter screen is blank, you may need to push a button to show the meter reading. Digital displays may show information other than your reading. Your meter reading will normally be the default display.
I think I’ve overpaid on my utilities, how do I get a refund?
If your account is in credit we are happy to process a refund if;
- Processing a refund will not bring your account into debt.
- Your most recent bill was generated using an up-to-date meter reading.
- Your account is in credit of over £5.
If your account is in a credit of under £5 and you have moved out of the property and are no longer liable for the utility bills, you may request a refund after your final bill.

All refunds will be processed within 7 days. If there are any issues, we will contact you immediately to keep you informed.

To request a refund, please contact our office either by telephone 020 3576 6103 or by email to [email protected] so that we can confirm the necessary details before any refund is completed.
I’ve just moved out of a property, what do I need to do?

We know moving to a new house is a stressful time, so we try to keep it simple.

Please complete a few details on our Online Form and we'll confirm when your account has been closed and the final statement generated, or if we need any more information. We may need to ask for evidence to confirm your move-out date. Sometimes this can be confirmed by housing provider.

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