How can we help you?

You will still receive the £400 payment under the Energy Bills Support Scheme (EBSS). The Department for Business, Energy & Industrial Strategy has confirmed that online applications will open in January for households in England, Scotland and Wales who are eligible for the £400 EBSS Alternative Funding to submit their details, alongside a helpline for those without online access. Payments to households that meet the eligibility criteria – including people who get their energy through a commercial contract or who are off-grid – will be made by local authorities.

Recite Me helps people to access our website to do the things they need to do, like find information about how to access our service by making complaints, access publications and read news.

The Recite Me toolbar has a unique range of functions. You can use it to:

• Have the text on our website read aloud (including PDFs)
• Download the text as an MP3 file to play it where and when it suits you
• Change font sizes and colours
• Customise background colour
• Translate text into more than 100 different languages
• Access a fully integrated dictionary and thesaurus

You can find out more about how Recite Me works from the Recite Me user guide. You can also click here to check out the FAQs about Recite Me.

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 customer in vulnerable circumstances can apply to be included in our Priority Services Register.

You, a family member, carer or responsible person can apply if you’re:

• Disabled
• Chronically sick or Bedridden
• Living with dementia
• Of pensionable age
• Living with children under 5
• Experiencing mental health issues
• Living with learning difficulties
• Unable to speak English
• Experiencing difficulty due to life-changing events (things like: a serious operation, pregnancy, or bereavement).
• Or many other conditions, see here for a full list. [link to PSR list]

The support we may be able to provide will depend on your circumstances but will include things like:

• Keeping you informed of any planned maintenance that may disrupt your utilities
• Providing your statements to another person at another address who may manage your finances
• Relocating your PAYG meter if you are unable to access its functions.
• Contacting someone on your behalf if there is a problem with your account
• Ensuring your vulnerability status is considered in our processes when dealing with disconnections and financial difficulties.
• Allowing you to set a password on your account which will be verified when you contact us, or if we visit your home.

If you feel you would benefit from our Priority Services Register, please complete our website form to notify our team. If you have other questions about the support we can offer, please check out information in this section.

You can check whether you are a vulnerable resident using our 'What is the priority services register?' guide.

The support we are able to offer vulnerable residents will depend on your circumstances.

If you believe you are vulnerable please complete our website form to notify our team. It is important that you let us know of your vulnerability so that we can make the appropriate allowances.

We're happy to help you with managing your account and many of the systems installed can also help, with useful in-built features such as setting targets for energy usage and providing accessible information on cost. We're also continuing to improve the accessibility of our digital resources, including your online account.

We can also work with third parties, such as carers or those with power of attorney, who can operate the account on your behalf.

Please complete our website form to notify our team, we're happy to discuss your specific requirements to make your account accessible and simple.

We're happy to work with carers and others who help support vulnerable consumers but do need permission from the account holder. The only exception is where you possess power of attorney, for which we'll require evidence.

This permission can be provided to deal with a single issue or on an ongoing basis and we can send statements and other correspondence to another address. If the utility supplier is also your housing provider, we may be able to speak to them to confirm you are already authorised to act on the account holder’s behalf.

Please complete our website form to notify our team, we're happy to discuss your specific requirements to make the account accessible and simple.

We're happy to support all consumers and have a number of translation tools available. If you are struggling to view this website, please click the ‘Accessibility Help?’ button at the top of this page.

We also have many multi-lingual members of our support team. Our online account is also available in an increasing number of languages.

We recommend Getting in Touch through our online form in your preferred language and we'll be able to respond, or arrange a call with a member of our team who speaks the same language or through a 3rd party translation service.

You can also click here to learn more about Recite Me and how it can help or click here for the FAQs.