Data Feed
217gCO2/kWh
UK Grid CO2 Intensity
11.22p/kWh
UK Grid Electricity Cost
Data Feed
How do I register for a SNRG Connect account
How do I get in contact with SNRG
How do I access my electricity supply agreement
I’m having problems with my SNRG Connect app. How do I fix them
What is my SNRG SmartGrid
How do I reset my password
I’ve forgotten my password. What should I do
How do I set-up and update my payment method
How do I pay my bill
When will I get my bill
How does SNRG work out my bill
What charges will be on my bill
What is the estimated ‘Fair share’ credit that I’ll receive from my SNRG SmartGrid
I have questions about my bill. What should I do
Can I switch suppliers
Will I still gain the SmartGrid benefits if I switch suppliers
What do I do if I’m unable to pay my bill
What do I need to do if I’m moving out
What do I do in an electrical emergency?
How do I make a complaint?
Enter the registration code provided on your Etopia contract
Complete your account information
If you are unable to access the SNRG Connect app please email us on support@oursnrg.com and we will get back to you within one working day.
Click the ‘Menu’ button at the top of your app
Select ‘Support’ from the drop down and then click the ‘Contact’ icon at the bottom of the page
Complete the ‘Contact Us’ form and we’ll get back to you within one working day.
If you are unable to access the SNRG Connect app please email us on support@oursnrg.com and we will get back to you within one working day.
Click the ‘Menu’ button at the top of your app
Select ‘Account’ click the ‘Documents’ icon at the bottom of the page
Your Supply Agreement will be displayed
For Apple Users:
Open the settings app in your iPhone
Scroll down to the safari app settings and select it
Scroll down and click – “Clear History and Website Data”
This should not affect your saved passwords on this or any other site.
For Android Users:
Open Settings.
Go to Apps/App Manager.
Choose the problematic browser app. ( Chrome )
If your device runs on Marshmallow or later, tap Storage > Clear Cache.
If this is not completely successful, tap ‘Clear Data’ but only if you have tried the above step first, as this may result in password loss
If you’re still experiencing problems contact us through the SNRG Connect app. If you are unable to access your SNRG Connect app, email us on support@oursnrg.com
Your SNRG SmartGrid is a communal energy system that generates and stores solar energy from the sun. Our solution switches you to a cheap and environmentally friendly solution when there’s not enough solar energy stored and available in the battery.
We estimate that your SNRG SmartGrid will provide a ‘Fair Share’ annual credit of £191.28 per flat and avoid 1,897kg of carbon emissions, that’s more than a car emits in a year!
Click the ‘Menu’ button at the top of your app.
Then select ‘Account’ and press the ‘Password’ icon at the bottom of the page.
Press the ‘Reset Password’ button and follow the prompts on the email that will be sent to the account associated with your SNRG account.
Enter the following URL www.snrgconnect.com
Click ‘Forgotten password’
Enter the email address associated with your SNRG account and a password reset email will be sent there.
Follow the steps on the email to rest your password.
Click the ‘Menu’ button at the top of your app
Select ‘Account’ and press the ‘Payment’ icon at the bottom of the page
Click the ‘Go to Stripe’ button and wait for the secure stripe payment portal to load
Click “+ Add payment method” and enter card details
Please note at this point SNRG only accepts card payments via Stripe. Please contact us to discuss other payment options if required.
If you have set up your SNRG Stripe account we will simply charge the card on that account 28 days after you receive your bill. We will send you a reminder email a few days before we charge that card.
SNRG provides bills on a monthly cycle, meaning every cycle starts on the 1st day of each month and ends on the last day of each month. You will receive your bill upto 10 working days after the end of each billing cycle.
If you move out before the end of the month you will receive your final bill as per normal upto 10 working days after the end of your last billing cycle.
Your SNRG SmartGrid is a communal system and the savings of the system are shared equally amongst its participants.
To measure electricity consumption accurately there are separate meters for each apartment, plus additional meters for the battery, solar and grid connection.
Every 30 minutes electricity consumption for each home within the SmartGrid is recorded individually on our SNRG Connect database. We also log the total amount of grid electricity imported and the cost of grid electricity for the same 30 minute period.
At the end of the month we look at the total cost of electricity consumed and compare it against the total cost of electricity imported from the grid.
Due to the solar array and the battery there will be a difference. This difference is divided by the number of homes in your SNRG SmartGrid and equally applied as a ‘Fair Share’ credit to your SNRG electricity bill.
Charge one – Electricity usage
We record your electricity consumption in kWh on a half hourly basis. Your consumption for each month is then multiplied by the electricity supply rate of 16.54p/kWh
Charge two – Standing charge
You must pay the grid electricity supplier what is called a ‘Standing charge’ but because the SmartGrid is a shared system you share a single standing charge. Your individual standing charge will be 1.3p per day.
Charge three – SNRG SmartGrid Operating fee
We will charge you £7.50 each month for operating the SmartGrid
Charge four – VAT
The VAT rate for energy supply is 5%
Credit – ‘Fair Share’ credit
Please see FAQ 11. ‘How does SNRG work out my bill’ for more details
By modelling the total annual solar generation, real-time consumption, and solar stored by the battery – against the estimated average consumption of the Solus apartments, SNRG has estimated that each resident will receive an equal annual credit of £191.28 spread across each month.
The majority of questions about your bill are answered by the ‘SNRG Bill Guide’ available from the date the first bill is issued within the SNRG Connect app. Please follow the below process to access it:
Click the ‘Menu’ button at the top of your app
Select ‘Account’ and click the ‘Documents’ icon at the bottom of the page
The ‘SNRG Bill Guide’ is accessible here
If you wish to switch suppliers and stop using SNRG, you will need to leave your SNRG SmartGrid. SNRG will not charge a fee to leave or re-join.
To set-up your own supply arrangements, you would need to request the installation of a meter, obtain an MPAN and then set-up a supply agreement with another electricity provider.
Although it is not recommended to leave your SNRG SmartGrid, should you wish to leave and retain access to the solar PV array, the system will need to be rewired and new hardware installed at the homeowners’ own cost.
If you leave and don’t rewire the system, your share of the solar generated will be credited to you at the export tariff rate, less the SNRG SmartGrid Operating fee.
The expected solar PV generation is estimated at a value to each apartment of approximately £115.20 per annum. After paying the monthly SNRG SmartGrid Operating fee of £7.50 (£90 annually) a resident may expect to receive a credit of approximately £25.20 per annum.
We understand that it’s not always easy to pay your bill. So let us know why you’re finding it difficult and we’ll work together on a plan that suits your needs. And if you already owe us money, we’ll discuss options for you to pay it back in manageable instalments.
We want to do everything we can to help you pay. But if there’s an outstanding balance on your account and we can’t get hold of you, we may have to take extra steps and we may need to charge you to cover the cost. But we’ll always let you know by letter or email before we add it to your account. And we’ll highlight your new balance in the next notice we send.
If you don’t pay, you could damage your credit rating. And that can make it harder to borrow money in future – including higher interest rates and stricter rules. You can avoid this by paying your bill on time or by letting us know as soon as possible if you can’t pay your next bill in full. We’ll then arrange an alternative way to pay that works for you – just get in touch with us through the app.
We know everyone’s circumstances are different. And we’ll do everything we can to protect you against disconnection, especially where we believe it could damage yours or your family’s welfare – particularly in winter. So we’ll only consider disconnection after we’ve explored all other options.
If your card payment fails, we’ll try to collect it again – usually around 14 days later. But we can also request to collect it for up to one month after the original due date. Don’t worry, we’ll always write to you to tell you when we plan to charge your card again.
If your payment fails for a second time, we’ll have to send you a bill instead. And you’ll need to pay this in full within 14 days via another method. From then on, we’ll go back to sending you bills for the electricity you use on a monthly basis.
Simply contact us through the app and confirm the last day you want to have electricity supplied.
Please call one of the following numbers
Working Hours
Monday to Friday: 8.30am – 5.30pm
Tel: 07494 972907
Out of Hours
Monday to Friday: 5.30pm – 8.30am, Weekends and Bank Holidays
Tel: 0345 0503320
If you would like to raise a complaint please reach out to us through one of the below methods. The following process outlines how to contact SNRG and how SNRG will respond.
Talk to us:
Contact number: 0203 488 668
Monday to Friday, 9:00 to 17:00 (excluding bank holidays)
Email us:
Via SNRG Connect App:
Complaints section of the ‘Contact Us’ page on the SNRG Connect App, by logging in with your registered login id and password.
Acknowledgement response:
Once you have made a contact with us by either of the above mentioned methods, we will always acknowledge you within 2 working days and include a complaint number in our response.
Initial Response:
Within 10 working days our team will aim to fully investigate your complaint to ensure we reach a satisfactory resolution, and provide this to you. If you confirm to us that your issue has been resolved, we will send you a communication to confirm this & close the complaint.
After the issue is resolved we would love to hear your feedback to help us improve.
Secondary response:
In case you are not satisfied with the resolution offered in our Initial Response, you can escalate the issue by emailing support@oursnrg.com and using your “Complaint Number” as the subject line, provided on your . We will escalate this internally to a senior member of our team. We will aim to resolve your complaint within 10 working days of you rejecting our initial resolution. If we are unable to provide a resolution within this timeframe, we will notify you via email about the current status of your complaint.
Final response:
If we have still not reached an agreement after 20 working days of SNRG providing you with a secondary resolution, or we believe we will not reach an agreement before the end of this period, this will be considered as a position of ‘deadlock’. At this point we will send you a Final Response letter. You can use the Final Response letter as reference to send in conjunction with your complaint to the Ombudsman. You must do this within 12 months of receiving our Final Response letter.
If we do not hear from you at any point in this process within 28 days, we will consider the complaint to be closed.
Ombudsman Service
There is an independent service designed to help resolve complaints for domestic or small business energy customers.
The Ombudsman service may be contacted if:
SNRG has given you a “deadlock letter” explaining what we are offering to do to resolve your complaint and you’re not satisfied with this as a final offer.
Or
You’re still unhappy 20 working days after your escalated complaint with SNRG.
Ombudsman Contact Details:
Website: ombudsman-services.org/energy
Phone: 0330 440 1624
Post: Ombudsman service: Energy, PO Box 966, Warrington, WA4 9DF