End User Network Connection Terms

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY SO THAT YOU UNDERSTAND YOUR COMMITMENTS AND RESPONSIBILITIES

Part 1 General Terms and Conditions

  1. Connection to our network

Your property will remain connected to our network in accordance with the provisions of the Electricity Act 1989, any other legal requirements that apply from time to time, and the terms of these Connection Terms.

  1. Network constraints

Our obligations are subject to the maximum capacity and any other design feature of the connection. You must contact us in advance if you propose to make any significant change to the connection or to the electric lines or electrical equipment at your property, or if you propose to do anything else that could affect our network or if you require alterations to the connection.

  1. Generating equipment

If you intend to install or operate any kind of generating equipment at your property, you must contact us in advance and obtain our consent. You must ensure that any generating equipment at your property complies with the applicable requirements of the conditions that we stipulate for the equipment.

  1. Flexible Assets and Use

    1. Any equipment at your property capable of being switched on/off remotely shall be capable of participating in a “Flexibility Scheme” where so offered by your energy supplier typically offering further discounts on your supply tariff (any such equipment being a “Flexible Asset”)

    2. If you intend to install or operate any Flexible Asset at your property of the type below:

      1. an electric vehicle charge point (“EVCP”): which includes EVCPs that provide ac- and/or dc- connections to electric vehicles, and both Grid-to-Vehicle and Vehicle-to-Grid systems;

      2. a heat pump: which includes the heat pump and any electrical heating element (in-line heater, immersion heater or otherwise), whether it is integrated to the heat pump or not;

      3. an immersion heater: which includes any immersion heaters to heat stored hot water directly or indirectly (such as Phase Change Material store or other indirect thermal storage medium);

      4. a smart storage heater: which includes both standalone storage heaters, and centralised thermal store heated electrically to supply a heating distribution system or tempered ventilation system; or

you must contact us in advance and obtain our consent, which will not be unreasonably withheld.

  1. Upon receipt of a request to connect a Flexible Asset, we will assess the Flexible Asset and how this will impact our network, including consideration of network constraints. Following our assessment of such, if a new or upgraded connection can be accommodated, we will issue you with a connection approval.

  1. Load Management

    1. We may at any time, to operate our network in a safe, compliant and reliable manner, reduce demand from your Flexible Assets (“Load Management Scheme”). 

    2. To minimise disruption, we endeavour to limit such reductions in demand from Flexible Assets in terms of magnitude, duration and scope. Our ability to minimise disruption will depend on the following: 

      1. the capability of each Flexible Asset, we will provide target specifications for each Flexible Asset class; and

      2. the prevailing condition, including demand, weather, availability of each Flexible Asset, and status of the SNRG SmartGrid control and monitoring system.

  2. Supply Charachteristics

    1. We will operate the network to industry standards set out in 6.2 below) however, we do not guarantee that we will convey electricity through our network at all times, or that electricity delivered through our network will be free of brief variations in voltage or frequency.

    2. As required by law, the electricity delivered to your property through our network will normally be at one of the voltages (and will have the technical characteristics) set out below:

      1. At 230 volts nominal alternating voltage: normally a single-phase supply, with a permitted range of voltage variation from plus 10% to minus 6%.

      2. At 400 volts nominal alternating voltage: normally a three-phase supply, with a permitted range of voltage variation from plus 10% to minus 6%.

      3. at either of the above voltages: the supply frequency will be 50 hertz, with a permitted nominal variation of plus or minus 1%.

  3. Cutting off the supply

We may cut off the flow of electricity through the connection where we are entitled to do so under the general law. We may also cut off the flow of electricity where we are required to do so under a contract with an electricity supplier or because of the electricity industry arrangements under which we operate. 

  1. Unauthorised use of our network

These Connection Terms entitle your property to be Connected to our network for the purposes set out herein. Any other use of our network (such as for the transmission of data or communications), is strictly prohibited unless with our prior written consent. Unless we have given such consent, any such use of our network by you, or relating to the connection, shall be a breach of these Connection Terms, and you shall be liable for the losses we incur as a result, whether directly or indirectly.

  1. Switching away from SNRG Supply

Within 10 working days beginning with the day on which we receive a notice from you expressing your interest in taking a supply of electricity from a third party supplier (the “Expression of Interest”), we will send you a letter setting out the next steps and the proposed timelines stipulated at law. 

  1. If something goes wrong

    1. Please refer to the service level agreement set out in Part 2 of these Connection Terms. This is in line with industry standards.

  2. Business customers

If the electricity supplied to your property is used wholly or mainly for business purposes then our liability to you in relation to your property, and your liability to us in relation to that premises, will (subject to the limitations in clause 10) be limited to a maximum of £10,000 per calendar year. 

  1. Tenants and Non-Owner Occupiers

In the event where you enter into any letting of your Premises, you shall procure that the tenant complies with the terms of this Connection Agreement.

  1. Changing these Connection Terms

You acknowledge and agree that we may unilaterally vary the terms of these Connection Terms to protect the network and ensure alignment with industry standards.

  1. Ending these Connection Terms

    1. These Connection Terms will end when one of the following occurs:

      1. you and we agree replacement connection terms in respect of the connection; or

      2. the network is adopted by a licensed distribution network operator.

    2. Where these Connection Terms have ended, supply to your property will remain unaffected and the connection in each instance will be governed by either the new connection terms or the National Terms of Connection. 

    3. The ending of this Connection Agreement for any reason will not affect any rights, remedies or obligations which may have come into being under this Connection Agreement prior to its ending.

  2. Contacting each other

We will generally contact you at your property. Our contact details are available at: [email protected]

  1. Transferring this Connection Agreement

You are not entitled to transfer this Connection Agreement to another person without our consent. If we give consent to a transfer of this Connection Agreement, you agree not to sell, assign, transfer or grant a registrable lease of your property without contemporaneously with such sale, assignment, transfer or letting (as the case may be) procuring that the buyer, assignee, transferee or tenant (as the case may be) enters into a Connection Agreement.

  1. Survival

    1. In the event where you have agreed to enter into both this Connection Agreement and the SNRG Electricity Supply Agreement, in the event where the SNRG Electricity Supply Agreement expires or terminates for any reason, you agree that the provisions of this Connection Agreement shall remain in full force and effect.  

    2. On termination or expiry of this Connection Agreement, the following clauses shall continue in full force and effect: clause 14, clause 17 and clause 18.

  2. General terms

    1. Our responsibility to you for loss or damage

      1. If you suffer any loss or damage as a direct result of something we have done, our maximum aggregate liability to you will be no more than £10,000 per calendar year or, such other limit as may from time to time be proscribed by Law. 

      2. We are not liable (responsible) for any:

        1. financial loss or damage, such as lost profit, wasted expenses, income, business, opportunity, contracts or goodwill; 
        2. any losses that are not our fault, or that we could not have reasonably expected when we entered into this Agreement; or
        3. loss that you suffer under any contract or other relationship with any other person.
      3. We do not exclude any liability for fraud or anything that we are not allowed to exclude by Law, including death and personal injury.

    2. How we use your data

      1. We need to collect certain information about you in order to supply you with Electricity and manage your account. We take the protection of your personal data very seriously and want you to feel comfortable with how it’s used. We will use your personal data in line with our Privacy Policy, which is available at www.oursnrg.com/privacy-policy, which we’ll amend from time to time.

      2. It may be necessary to share your data with third parties, including any Licensed Supplier, credit reference agencies and any payment agent, in order to process your data and comply with industry obligations.

      3. Information you provide to us will be protected in accordance with UK GDPR.

    3. Violence and aggression

      1. We will always do our best to help you but we do not tolerate violence, physical aggression or abuse (written or verbal) towards our staff or agents. If it happens, we can take legal action or report it to the police. 

    4. Transferring your rights and responsibilities under the contract

      1. We can transfer any of our rights and obligations under these Connection Terms. We can also subcontract any of our obligations under these Connection Terms. This is without prejudice to your accrued rights and liabilities hereunder. You must not transfer your rights or obligations under this Agreement to anyone without our permission (but we must act reasonably with regard to the giving of any permission). 

    5. Other things to know about these Connection Terms

      1. We can enforce any of our rights under this Agreement even if there is a delay in doing so, for example, if there’s a delay in us making a demand for any money you owe us.

      2. If any part of these Connection Terms is declared invalid or is void or unenforceable, the validity of the rest of the Connection Terms will not be affected.

    6. The terms and conditions for use of our website are available at www.oursnrg.com.

      1. These Connection Terms are confidential save that disclosure may be made to advisors, insurers, financiers, affiliates of the parties, a prospective purchaser of the Property or otherwise as required by law. Confidentiality shall survive termination of these Connection Terms.

      2. These Connection Terms is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales.

Part 2 Service Levels

Supply Restoration during Normal Weather

If your electricity supply fails during normal weather conditions because of a problem on our distribution system we will restore it within 12 hours of first becoming aware of the problem. 

If we fail, we will arrange for you to receive £75 if you are a domestic customer or £150 if you are a nondomestic customer. You will also receive a further £35 for each additional 12-hour period that you are off supply.

 

Supply Restoration during Normal Weather – Incidents affecting 5,000 customers or more (including those on the host Distribution Network)

If your electricity supply fails during normal weather conditions because of a single incident on our and our host DNO system distribution system affecting 5,000 premises or more, we will restore it within 24 hours of first becoming aware of the problem. If we fail, we will arrange for you to receive £75 if you are a domestic customer or £150 if you are a nondomestic customer. You will also receive a further payment of £35 for each additional 12-hour period that you are off supply up to a maximum of £300.

 

Supply Restoration during Severe Weather If your electricity supply fails because of a problem on our distribution system due to severe weather we will restore it within the period prescribed by the Regulations dependent upon the scale of the event:

Category of severe weather Definition

Category 1 (medium events) Lightning events – when a distributor experiences at least 8 times the normal amount of higher voltage faults in 1 day, supplies will be restored within 24 hours. Non-lightning events – when a distributor experiences 8 or more but fewer than 13 times the normal amount of higher voltage faults in 1 day, supplies will be restored within 24 hours. 

Category 2 (large events) Non-lightning events – when a distributor experiences at least 13 times the normal amount of faults in 1 day, supplies will be restored within 48 hours. Category 3 (very large events) For severe weather events affecting a very large number of customers as specified in the Regulations – supplies will be restored within a period as calculated using a formula based on the number of customers affected as set out in the Regulations. 

If we fail we will arrange for you to receive £70 (for both domestic and non-domestic customers). You will also receive a further £70 for each additional 12-hour period that you are off supply. The maximum payment you will receive is £700. These payments will be made as soon as reasonably practicable. 

 

Rota Disconnections On very rare occasions there may be supply shortages in your locality and your electricity supply may need to be interrupted on a rota basis in order to share the available load. We aim to minimize the amount of time that your supply would be affected in such cases. We will, at any rate, ensure that there is a total of no more than 24 hours without electricity during the period covered by a rota disconnection event. If you are without supply for a period before we commence rota disconnections, this would be covered by [Listed above (Regulations 5, 6 or 7) as appropriate]. If we fail, we will arrange for you to receive £75 if you are a domestic customer or £150 if you are a nondomestic customer.

 

Multiple Interruption

 If your electricity supply fails because of a problem on our distribution system and you are without power for three hours or more, on four or more different occasions in any single year (12-month period) starting on 1 April, you are entitled to a £75 payment. You must make a valid claim for this payment within three months of the end of the year to which the claim applies. In order for your claim to be verified you will need to provide the address of the premises affected and the dates of the electricity supply failures. Incidents for which a payment has already been made cannot be included in your claim. 

 

Distributor’s Fuse

If you report information that leads us to believe that the main fuse between the incoming supply cable and your meter has or might have failed, we will attend your premises within 3 hours on weekdays if you notify us between 7am and 7pm. At weekends and on bank holidays we will attend within 4 hours if you contact us between 9am and 5pm. If you notify us outside these times, we will treat your call as if we had received it at the start of the next day. If we fail, we will arrange for you to receive a £30 payment.

 

Regulation 12 – Notice of Planned Supply Interruption If we need to switch off your power to carry out planned maintenance work on our network, we will give you at least 2 days’ notice. This is normally a letter delivered to the address held on our records. We will always give as much notice of a planned interruption as possible, even if we know we’ve already failed the standard. If we fail to give you 2 days’ notice or we switch your electricity off on a different day, then you can claim (within 1 month of the failure) £30 if you are a domestic customer or £60 if you are a non-domestic customer.

 

Voltage Complaints If you report a problem with the voltage of the electricity to your premises, we will send you an explanation within 5 working days or offer to visit you to investigate within 7 working days. (Should you call after 4pm on a working day, we will treat the enquiry as being received the following day). If we fail, we will arrange for you to receive a £30 payment.

 

Appointments

Should we need to visit you, or should you request a visit from us for any reason, you will be offered an appointment during the morning or afternoon or within a two-hour time band.. If we fail to make or keep an appointment, we will arrange for you to receive a £30 payment.

 

Metered Demand

Notification of Payment under Guaranteed Standards We will notify you of any guaranteed standards that we have failed to meet (other than those for which you have to make a claim for payment). In any case, we will send you payment within 10 working days of becoming aware of the failure except in the case of Supply Restoration during Severe Weather, when we will issue payment as soon as is reasonably practicable. If we fail to make the required payment to you or your supplier within the above timescales, we will arrange for you to receive an additional £30. Making a Claim for Payment Should you wish to make a claim for payment, please telephone us for details of how to claim on 020 3576 6103

If you make a claim outside the hours listed, your claim will be treated as if you had called on the next working day. 

 

Complaints

If you have a complaint about any aspect of our service, please let us know. You will find our complaints handling procedure on our website or you can ring the general enquiry line to request a copy. If we are unable to resolve the matter with you and you are a domestic or small non-domestic customer and you are making a complaint in that capacity in respect of services we have provided, you can refer it to the Ombudsman Services: Energy. This is a free and independent dispute-resolution service.

Ombudsman Services: Energy is able to offer free independent advice and will look at your complaint, but will expect you to let us try to sort it out first. You can telephone the Ombudsman Services: Energy on 0330 440 1624. You can find further information on the Ombudsman Services’ website: www.ombudsman-services.org/energy

 

Electricity Supply Agreement

 

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY SO THAT YOU UNDERSTAND YOUR COMMITMENTS AND RESPONSIBILITIES

 

Electricity Supply Agreement 

  1. Key Terms Summary

Structure of this Agreement

The legal agreement between you and us is made up of:

  1. your Tariff Offer Letter; and

  2. the Supply Terms and Conditions,

together the “Agreement”.

For clarity, connection terms shall apply to you and form part of the Agreement with us (acting as operator and agent for and on behalf of the ESCO/network owner) for the connection of your Property to the SNRG SmartGrid (“Connection Terms”). A copy of the Connection Terms can be found on our website

If we are not supplying Electricity to your Property, this Agreement shall not apply.

Start Date

This Agreement starts on the latter of the:

  1. date you purchased the Property or the date your Lease, Tenancy Agreement or Rental Agreement; or

  2. the date of energisation of your connection

Expiry Date

Your Agreement with us will end on the earlier of: 

  1. the date you enter into a supply agreement with a third party Licensed Supplier and complete the steps referred to in clause 7.1.

  2. the date you cease to be the Owner or Tenant of the Property and notify us in accordance with clause 10.1 of the Supply Terms and Conditions; or 

  3. the date we terminate supply to your property under Clause 10.3 of the Supply Terms and Conditions). 

Term

The period starting on the Start Date and ending on the Expiry Date.

Charges

Our charges for the supply of Electricity to your Property by SNRG are based on:

  1. a daily standing charge which is a fixed amount; and

  2. a single unit rate charge, which is a charge for each unit used under your agreed tariff for your location.

The specific charges relating to your Property shall be those set out in your Tariff Offer Letter.

Demand Flexibility Scheme

Any equipment at your Property capable of being switched on/off remotely shall be capable of participating in a “Flexibility Scheme” where so offered by your energy supplier typically offering further discounts on your supply tariff (any such equipment being a “Flexible Asset”)

We will notify you where there is an opportunity to participate in Flexibility Scheme.

Ownership & Maintenance of the SNRG SmartGrid

  1. SNRG will own all power generation and electricity storage parts of the SNRG SmartGrid.

  2. SNRG will be responsible for maintaining the network and will also be responsible for maintaining all other parts of the SNRG SmartGrid.

What happens if you want to change your electricity supplier?

Having decided not to receive your electricity supply from SNRG (and provided you have paid all Charges due to us under this agreement until your leaving date) we will cease to supply you from the SNRG SmartGrid.

You will need to ask your new energy supplier to install a new meter for your Property. Your leaving date shall be the date on which your new supplier starts supplying through your new meter.

The process applicable after you notify us of your intention to switch to a licensed supplier is set out on our website. Please see our website for further detail.

What happens if you leave the SNRG SmartGrid?

On leaving the SNRG SmartGrid (when you are no longer a Resident or have switched to a licensed supplier), you will have no further obligations to SNRG, provided you have paid all Charges due to SNRG due and payable until such leaving date.

Supply Suspension 

We reserve the right to suspend supply to your Property where:

  1. there is material breach of these Supply Terms and Conditions by you or an event outside our control which requires us to cut-off the electricity flow through the Connection; or

  2. the flow of electricity through the Connection is permanently stopped due to statutory compliance reasons or upon request by you.

  1. How to contact us

Call us at: 020 3576 6103

Email at: [email protected]



Supply Terms and Conditions

These terms and conditions shall form the Agreement between you and us for the connection of your Property to the SNRG SmartGrid and (if applicable) the supply of Electricity to your Property. 

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY SO THAT YOU UNDERSTAND YOUR COMMITMENTS AND RESPONSIBILITIES

  1. Definitions and interpretation

    1. In the Agreement, unless the context otherwise requires, the following definitions shall apply:

“Airspace Lease” means (where applicable) the lease entered into in respect of your Property pursuant to which we are granted the right to install, operate and maintain the Solar PV Panels and to generate electricity from the Solar PV Panels that we export to the SNRG SmartGrid.

“Building” means the building in which your Property is located.

“Business Day” means a day on which banks are generally open for business in the City of London, excluding Saturdays and Sundays.

“Charges” has the meaning given to it in the Key Terms Summary. 

“Connect” means the installation and connection of your Property to the SNRG SmartGrid and the terms “Connected”, “Connecting” and “Connection” will be construed accordingly.

“Connection Terms” has the meaning given to it in the Key Terms Summary.

Debt Processing Charge” means all charges as set out in clause 8.15(a), (c), (f), (h) and (i).  

“Default Tariff Cap” means the default tariff cap for electricity for the charge restriction period as may be published by Ofgem from time to time. 

“Development” means the development of which your Property forms part.

“Distribution Network” means the network of electrical distribution lines operated by the IDNO.

“Electricity” means electricity supplied by us through the SNRG SmartGrid to your Property, which will be a combination of electricity generated within the SNRG SmartGrid and electricity that we import from the local Distribution Network.

“Energise” means the movement of any switch or the insertion of any fuse or the taking of any other step (including by remote electronic access) so as to enable an electrical current to flow between the Property and the SNRG SmartGrid.

“Energy Price Guarantee” means the energy price guarantee which came into effect on 1 October 2022 pursuant to The Energy Bills Support Scheme and Energy Price Guarantee Pass-through Requirement (England and Wales and Scotland) Regulations 2022 to reduce the unit costs of gas and electricity by placing a cap on what energy suppliers can charge consumers.

Expiry Date” has the meaning given to it in the Key Terms Summary. 

“Flexible Asset” has the meaning given to it in the Key Terms Summary.

“IDNO” means the applicable independent distribution network operator.

“Key Terms Summary” means the summary of the key terms of this Agreement, which is set out at the front of this Agreement.

“Law” means (i) all national (or state) legislation, statutes, ordinances (including regional and local laws), regulations (including mandatory technical standards and regulations) and any administrative measures applicable to the Services; (ii) the guidelines, authorisations, consent, permit, approval and measures issued by Ofgem and any other competent public agency or authority; and (iii) all permits, licenses and authorisations that have been granted in all cases applicable or required for the performance of the Services.

“Lease” means either a lease entered into in respect of your Property between you (as tenant) and your landlord or a sub-lease in respect of your Property.

“Licensed Supplier” means the holder of a licence to supply electricity to domestic customers under section 6 of the Electricity Act 1989.

“Management Company” means the management company in respect of the Development and the network part of the SNRG SmartGrid from time to time=.

“Metered Electricity” means in respect of any period of time, the total Electricity delivered to each property with the Building during that period (in KWh), as measured by each such property’s smart meter.

“Ofgem” means the Office of Gas and Electricity Markets, being the electricity industry regulator established under the Utilities Act 2000 (and any successor). 

“Own” and “Owner” each have the meaning given to it in clause 3.2(b).

“Privacy Policy” means the privacy policy available at www.oursnrg.com/privacy-policy as the same may be updated from time to time.

“Property” means the building or space which you are Owner, Tenant or Occupier of and which we are supplying Electricity to under this Agreement.

“Property Services Register” means the register maintained by us to record details of those Residents who have special needs or a disability which means they need extra support.

“Rental Agreement” means the agreement that entitles the Occupier to legal occupation of the Property.

“Resale Price” means the maximum price set by Ofgem for the resupply of electricity which has already been bought from a licensed supplier and which as at the date of this Agreement is the same price as the price paid by the person reselling it, including any standing charges.

“Residents” means the owner of the freehold, the leaseholder or Owner under a Lease, the Tenant or the Occupier (as the case may be).

 “Service Level Agreement” means the agreement entered into between SNRG and the Management Company.

“Smart Meter” means the smart meter in respect of your Property which is mounted on the metering panel adjacent to the main distribution board. 

“SNRG Platform App” means your SNRG account containing information relating to the SNRG SmartGrid and your Electricity usage, which is accessible via our website and other such applications as we may notify to you from time to time.

“SNRG Microgrid Scheme” means the set-up, operation and maintenance of the SmartGrid by SNRG  and the provision and operation of the SNRG Connect App.

“SNRG Property” has the meaning given to it in clause 13.7.

“SNRG SmartGrid” means the Solar PV System, the Battery, the network and all related cabling, transformers and other related media and equipment, including all alterations, improvements and additions made during the term of the Service Level Agreement.

Solar PV Panels” means the SNRG owned solar PV panels and associated equipment connected to or installed on your Property (where applicable).

Solar PV System” means the photovoltaic cells, fixings, mounting systems and inverter(s) located on the rooftop of the Building.

Start Date” has the meaning given to it in the Key Terms Summary. 

“Tariff Offer Letter” means a letter from us to you setting out how much you’ll pay for Electricity at your Property (Your Tariff Information), payment methods and other useful information relating to the supply of Electricity to your Property. 

“Tenancy Agreement” means the agreement that entitles the Tenant to legal tenancy of the Property. 

“Tenant” has the meaning given to it in clause 3.2(b).

UK GDPR” means the General Data Protection Regulation (Regulation (EU) 2016/679) and any primary or secondary legislation enacted pursuant to or in the exercise of any rights obligations or options conferred on the United Kingdom by the said Regulation.

“Your Details” has the meaning given to it in the Key Terms Summary.

“we” or “us” means SNRG Limited with company number 11632286 and whose registered office is at Orchard Hill, The Common, Potten End, Berkhamsted, Hertfordshire HP4 2QF.

“you” means the person (or people) we have entered into or made this Agreement with.

  1. Your agreement with us

    1. This Agreement is between you and us and covers:

      1. the Connection of your Property to the SNRG SmartGrid in accordance with the Connection Terms; and

      2. the supply of Electricity by SNRG to your Property in accordance with:

        1. these Supply Terms and Conditions; and
        2. your Tariff Offer Letter.
    2. By entering into this Agreement with us you agree that:

      1. you are aged 18 or over;

      2. you either own (“Own“) the freehold of your Property or have entered into: (i) a Lease in respect of your Property (which means you are the “Owner” of your Property); (ii) a Tenancy Agreement and you are the legal tenant of the Property (which means you are the “Tenant” of the Property); or (iii) a Rental Agreement and you are the legal occupier of the Property (which means you are the “Occupier” of the Property).

      3. where you are the Owner, you have an Airspace Lease relating to your Property (where applicable);  

      4. you are authorised to sign this Agreement; and

      5. where you are receiving a supply of Electricity to your Property, you will use the supply of Electricity for your own residential purposes only and will not attempt to resupply the Electricity to any other person or property.

  2. General terms

    1. Our responsibility to you for loss or damage

      1. If you suffer any loss or damage as a direct result of something we have done, our maximum aggregate liability to you will be no more than £10,000 per calendar year or, such other limit as may from time to time be proscribed by Law. 

      2. We are not liable (responsible) for any:

        1. financial loss or damage, such as lost profit, wasted expenses, income, business, opportunity, contracts or goodwill; 
        2. any losses that are not our fault, or that we could not have reasonably expected when we entered into this Agreement; or
        3. loss that you suffer under any contract or other relationship with any other person.
      3. We do not exclude any liability for fraud or anything that we are not allowed to exclude by Law, including death and personal injury.

    2. How we use your data

      1. We need to collect certain information about you in order to supply you with Electricity and manage your account. We take the protection of your personal data very seriously and want you to feel comfortable with how it’s used. We will use your personal data in line with our Privacy Policy, which is available at www.oursnrg.com/privacy-policy, which we’ll amend from time to time.

      2. It may be necessary to share your data with third parties, including any Licensed Supplier, credit reference agencies and any payment agent, in order to process your data and comply with industry obligations.

      3. Information you provide to us will be protected in accordance with UK GDPR.

    3. Violence and aggression

We will always do our best to help you but we do not tolerate violence, physical aggression or abuse (written or verbal) towards our staff or agents. If it happens, we can take legal action or report it to the police. 

  1. Transferring our rights and responsibilities under the contract

We can transfer any of our rights and obligations under this Agreement subject to permission by the Management Company. Our successor will generally take on the rights and responsibilities of this Agreement as if they had originally taken out the Agreement with you, although some obligations may still be enforced against us. We can subcontract any of our obligations under this Agreement without such permission. In that case we will not however be released from all of our responsibilities under this Agreement notwithstanding that from then on you deal with the successor. This is without prejudice to your accrued rights and liabilities hereunder. You must not transfer your rights or obligations under this Agreement to anyone without our permission (but we must act reasonably with regard to the giving of any permission). 

  1. Notices

    1. If we need to give you a notice for any reason in connection with this Agreement, this will be in writing sent by email or post to the addresses contained in Your Details unless you notify us in writing at [email protected] of any changes.

    2. If we post a notice to you, it will be assumed to have been delivered 2 Business Days after it was posted.

    3. If we deliver a notice to you by hand to the most recent address we have for you it will be assumed to have been delivered immediately when it was delivered. If sent to your nominated email address it will be deemed delivered on proof of delivery receipt. 

  2. Other things to know about this contract

    1. We can enforce any of our rights under this Agreement even if there is a delay in doing so, for example, if there’s a delay in us making a demand for any money you owe us.

    2. If any part of this Agreement is declared invalid or is void or unenforceable, the validity of the rest of the Agreement will not be affected.

    3. The terms and conditions for use of our website are available at www.oursnrg.com.

    4. This Agreement is confidential save that disclosure may be made to advisors, insurers, financiers, affiliates of the parties, a prospective purchaser of the Property or otherwise as required by law. Confidentiality shall survive termination of the Agreement.

    5. This Agreement is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the When your Electricity Supply Agreement will start 

  3. This Agreement will start on the Start Date and end on the Expiry Date.

  1. Connection 

    1. We are the operator of the SNRG SmartGrid. You acknowledge that by entering into this agreement, you have also agreed to enter into the Connection Agreement, pursuant to the terms set out in Part 2 (Connection Terms) herein. 

  2. Our Charges and Pricing Guarantee

    1. The Charges to you start from the Start Date.

    2. Our Charges are based on

      1. a daily standing charge which is a fixed amount; and

      2. a single unit rate charge, which is a charge for each unit used under your agreed tariff for your location,

The specific charges relating to your Property shall be those set out in your Tariff Offer Letter.

  1. We also have the right to bill you and seek payment for any other charges payable under this Agreement including but not limited to any Debt Processing Charges which we may require you to pay us as a result of you failing to pay an bill in line with clause 8

  2. We will charge you for the amount of electricity supplied to you in kilowatt-hours.

  3. Our Charges are based on the Electricity consumed by you at the Property as recorded by the Metering Equipment and calculated, based on a meter reading supplied automatically from a Smart Meter. if you have a Smart Meter and it stops sending us data, we will use an estimate.

  4. If you are on a “fixed rate tariff” the rate(s) will be the one(s) that applied on the date you signed up as detailed in your Tariff Offer Letter, for the duration of that tariff;

  5. If you are on a “time of use tariff” or a “variable rate tariff”, the rate(s) will be the one(s) that applied at the time Electricity was consumed as detailed in your Tariff Offer Letter.

  6. Your electricity may be charged at two rates, for example, a peak day rate and off peak night rate.

  7. We can also charge you for other reasonable costs that aren’t included in our tariffs under certain circumstances. We will tell you how much such charges are at the time and will provide a breakdown of the costs if you ask us for one. These can include costs arising from the following:

    1. visiting your Property and stopping, disconnecting or reconnecting your supply if you ask us to do it (for example, if you want to move your meter or need to disconnect it temporarily), or to repair damage that you have caused to the meter;

    2. inspecting, testing, replacing or working on your meter if you ask us to but there’s no problem with it;

    3. charges we are required to pass on to our customers by law or regulation or a regulatory authority (such as Ofgem); 

    4. replacing payment cards or keys if you have a prepayment meter;

    5. any reasonable cost we incur (including administration cost) because you failed to meet the terms and conditions of this Agreement.

  1. Changes to the agreement

    1. Subject to clause , you agree that we may change the terms and conditions of this Agreement at any time on prior written notice to you where there is a change in Law or regulation that means we need to make a change.

    2. If we intend to increase the charges payable we will give reasonable notice save in exceptional circumstances (outside our control) when we will give you as much notice as possible where possible.

    3. Notwithstanding clause 7.2, our SNRG SmartGrid Guarantee means that the Charges to you shall not exceed the terms of your tariff guarantee:

      1. whilst the Energy Price Guarantee is in place, the Energy Price Guarantee;

      2. following expiry of the Energy Price Guarantee or on reversion back to the Default Tariff Cap, the Default Tariff Cap;

      3. following expiry of the Default Tariff Cap:

        1. the applicable price cap under any successor mechanism implemented in England and Wales pursuant to applicable law; or
        2. if there is no successor mechanism, the applicable price cap under a replacement mechanism notified by us to you.
    4. If we change the terms and conditions of this Agreement in a way that is less favourable to you, we will contact you before the changes take effect. If you don’t want to accept the changes, you can switch to another supplier in accordance with clause 7 of this Agreement.

  2. Paying us 

    1. We shall, at regular intervals during the term of this Agreement, provide bills or statements via an online portal or by post according to your preference. 

    2. Each statement and/or bill we send to you must be paid by the date which is 15 calendar days from the date of bill (the “Payment Due Date“).  Unless paying by Direct Debit or Prepayment.

    3. Subject to clause 8.19, if we have made a mistake on the statement and/or bill, we will amend your statement and/or bill. We will then credit or debit the corresponding amount on the next month’s statement and/or bill. 

    4. You shall pay the billed amount by direct debit (unless otherwise agreed with us) and you are responsible for ensuring that the direct debit can be paid in full on the Payment Due Date. You should keep your account in credit and we will track and carry the balance forward to the next month’s statement. 

    5. We typically set your fixed direct debit amount based on the amount of Electricity we think you will use across a year divided by 12. We aim to review your direct debit at least twice a year and can offer to reduce your direct debit if it is too high based on actual Smart Meter readings or we can increase your direct debit if it is too low to help you avoid building up debt.

    6. Payments by Fixed Monthly Direct Debit will be notified when they are set up, payments by Variable Direct Debit will be notified at least 5 Business Days before the direct debit is due to come out of your account. If your direct debit fails due to insufficient funds, we will let you know and re-present the automated instruction within 5 Business Days.

    7. Your direct debit amount will be shown on your statement, and you should contact us if you believe your statement is incorrect. 

    8. We reserve the right to refuse to process any transaction we deem fraudulent or suspicious.

    9. We may ask for a deposit or payment in advance of Connecting your Electricity supply. The amount to be paid will be based on your credit history according to a credit reference agency. We may require you to pay a security deposit or have someone else act as guarantor for your payments. We won’t require you to pay a security deposit if you are on a prepayment meter or have a Smart Meter operating in prepayment mode. We may install a Smart Meter that we can read if you don’t already have one and you agree to give us, our employees and our agents access to the Property for installation and replacement purposes.

    10. If we do ask you to make a payment to credit your account before you receive an Electricity supply from us, we will periodically review your account and may reduce your credit balance as you build a payment history with us.

    11. We will act in accordance with the Direct Debit Guarantee.

    12. If you do not pay by direct debit and do not have a Prepayment Meter or a Smart Meter operating in prepayment mode, you will still be responsible for paying for the supply in full each month by an alternative payment method agreed with us.

    13. You must pay all Charges in full. Part payment will not release you from your obligation to pay any outstanding Charges. If you are entering into this Agreement with other people (for example because you own your Property jointly) then you are each responsible for paying all amounts until they are paid in full. We can claim any money owed to us from any of the account holders. This could mean claiming it all from just one person.

    14. You agree to pay VAT and any other taxes or duties which may become applicable by Law at the applicable rate. We will also charge you any amount that we have to include on your bill (for example, if the government establishes a scheme for members to pay for energy efficiency measures through energy bills).

    15. Please let us know as soon as possible if you are having difficulty paying your bill by the Payment Due Date so we can try and help you. Information on the best way to let us know will be detailed in the bill or reminder letter. For example we may be able to tell you about alternative payment methods or plans, discuss your options for paying any debt, and provide energy efficiency advice to help you use less energy. If you do not pay billed amounts by their due date, we may:

      1. offer you a payment plan according to your circumstances;

      2. switch your Smart Meter into prepayment mode to recover any outstanding balance and help manage your future payments;

      3. charge you interest at 2% per year above the current Bank of England base rate, which will be charged on the overdue amount you owe. Interest will build up from the Payment Due Date and continue until you pay the overdue amount, plus interest, which interest shall accrue on a daily basis and be compounded annually;

      4. report any non-payment to credit reference agencies (which may affect your credit rating) and/or fraud prevention agencies;

      5. change your payment method;

      6. recover from you all costs incurred by us in pursuing your non-payment, including bank charges due to cancelled or failed payments, the reasonable cost of any debt collection agency or our getting a warrant to enter your Property;

      7. to the extent we are permitted to by Law, apply to the relevant governmental department for payments towards your energy bills directly from your benefit payments under the ‘Fuel Direct Scheme’ (or any replacement scheme);

      8. engage the services of third-party debt collection agencies in order to recover the debt; and/or

      9. take action against you through the courts to recover the debt.

    16. Should we switch your Smart Meter into prepayment mode in accordance with clause 8.15(b), you would be required to top up credit and pay for your supply in advance and may cost more per unit of Electricity consumed. When the Smart Meter is in prepayment mode:

      1. you must top-up your meter in advance in order to receive the supply;

      2. you may be required to pay any additional charges for any additional services we may provide such as replacement keys, cards etc; and

      3. we may adjust your payments to recover any charges that you owe, and not just the costs of Electricity consumed. In this event we will advise you of the proportion of each top-up amount that will be used as payment for such charges.

    17. If your Smart Meter is operating in prepayment mode, you will be placed on our prepayment rates, which may cost more per unit of Electricity consumed than our other tariffs.

    18. We will use the amounts you pay us to pay off any Charges you owe us as we see fit. For example, we may put the amounts you pay towards your oldest outstanding Charges first or pay off any other Charges and costs you owe us. If you have a credit balance on your account, you are entitled to choose to apply that credit balance to reduce any amount that you may owe to us (whether or not we hold a licence which entitles us to supply energy to your Property). If you request a refund of credit on your account, you must have provided us with meter readings within 14 days of your request, unless you have a Smart Meter that we can collect readings from remotely. We will only be able to give you a refund if this will not cause your account to fall into debt.

    19. If we have undercharged you for the supply of Electricity, we will not ask you to pay the undercharged amount if the statement to which the undercharging relates is more than twelve months old.

  3. Flexibility Scheme

    1. To help reduce your Electricity supply costs under this Agreement, we may introduce a voluntary scheme under which we change the demand profile of the SNRG SmartGrid via control of Flexible Assets in your Property (the “Flexibility Scheme”).

    2. Participation in the Flexibility Scheme is optional. We will write to you with details of such a scheme when available.

  4. Switching to another supplier or ending supply under this Agreement 

    1. You may terminate the supply of Electricity under this Agreement by giving us no less than 28 calendar days’ notice provided that:

      1. you will have vacated the Property on the day the Agreement terminates; or

      2. a third party Licensed Supplier takes over supplying electricity to your Property by the end of your notice period and a new Smart Meter has been installed in respect of your Property by your new Licensed Supplier (or they have taken over the existing Smart Meter), (in each case, at your own cost) by the day the date of termination; 

      3. all Charges and other sums due from you to us have been paid (if they have not been paid then we can object to a new Licensed Supplier taking over the supply).

    2. We will not charge you any additional charges in connection with switching your Electricity supply to a Licensed Supplier.

    3. We may terminate the supply of Electricity to you under this Agreement immediately if:

      1. you neither Own nor are a Tenant at the Property; 

      2. you are using Electricity other than for the purpose for which we agreed to supply it under this Agreement; 

      3. Ofgem asks another company to supply your Electricity; or

      4. our agreement with the Management Company in respect of the SNRG SmartGrid has either expired or been terminated, and we no longer have the ability to supply you over the SNRG SmartGrid.

    4. The supply of Electricity under this Agreement will, if it has not already ended earlier in accordance with this clause 10  or clause 11, end on the Expiry Date.

    5. We will take all reasonable steps to ensure that you receive a final bill in respect of any unpaid Charges for the Electricity supply to your Property within 6 weeks of the date on which we stop supplying Electricity to your Property.

    6. Termination of the Agreement (or you vacating the Property) will not affect our right to recover any unpaid amounts from you.

  5. What happens if you cease to be the Owner or Tenant of the Property

    1. If you cease to be the Owner or Tenant of the Property and you are moving, you must tell us by either calling us, or contacting us via our website at least 5 Business Days before you move out. Provided you have told us you are moving, this Agreement will end on the day you move out although you will still be responsible for any outstanding Charges incurred during the period of your ownership or occupation. 

    2. If you do not give us at least 5 Business Days’ notice, your contract will continue until the earlier of:

      1.  the day you tell us you’ve moved out (and given us any evidence we may reasonably ask for); or

      2. We are informed that someone else is now the Owner or Tenant of the Property.

    3. This means if you delay in telling us about your move, you may have to pay for any Electricity used after your move date. 

  6. Disconnection and de-energisation

    1. Subject to clause 12.3, we can refuse to supply you, suspend, de-Energise or disconnect the supply if:

      1. you have not paid your bill on time and we have not been able to agree with you a payment plan and the amount outstanding is at least £1,200 and has been outstanding for at least 6 months;

      2. we have reasonable cause to believe your Smart Meter or Metering Equipment has been damaged or tampered with; and/or

      3. we are required to do so by any Law, code or industry agreement.

    2. If we disconnect the supply in the circumstances referred to in clause 12.1(a) or (b) where the damage was caused by you, you are required to pay:

      1. our reasonable costs to disconnect your Property; and

      2. our reasonable costs to reconnect your Property, where applicable.

    3. We shall not disconnect your supply in winter (October to March) if we know that the occupants of your Property are in a Vulnerable Situation or are included on our Property Services Register. A “Vulnerable Situation” means the occupants’ personal circumstances and characteristics create a situation where they are significantly less able than the average residential occupant to look after their interests and/or significantly more likely than an average residential occupant to suffer harm, and this includes if they are of pensionable age, disabled or chronically sick.

    4. We may need to (and reserve the right to) temporarily disconnect you from the SNRG SmartGrid if necessary:

      1. in connection with any maintenance we need to carry out on the SNRG Property, Solar PV Panels or SNRG SmartGrid;

      2. in an emergency;

      3. if we deem there to be a threat to the health and safety of any person;

      4. in connection with any extension or new connection works we need to carry out on the SNRG SmartGrid (including providing new electric vehicle charging points); or 

      5. and if we do so, we will endeavour to reconnect you at our own cost as soon as reasonably possible.

    5. If we disconnect the supply in the circumstances referred to in clause 112.4, you will not be required to pay the associated disconnection and reconnection costs, unless the reason for us taking action under clause 112.4 was caused by any act or omission on your part.

  7. Metering Equipment

General

  1. The volume of Electricity supplied to your Property is measured by the Metering Equipment and will be notified to you periodically. 

  2. The Metering Equipment and the infrastructure connecting it to your Property is our property.

  3. You are required to take reasonable steps to ensure the Metering Equipment is protected and not damaged or interfered with in any way. You must tell us straight away if you become aware that the Metering Equipment is damaged or stolen, stops working properly or if you think it has been tampered with.

  4. You must not remove the Metering Equipment without our permission, and we may recover the Metering Equipment if our agreement with you ends.

  5. We shall repair or replace defective Metering Equipment as soon as reasonably practicable and reconcile the Charges based on our reasonable estimates.

  6. If you make an appointment with us or our agents and cannot keep it, you must let us know 48 hours before the appointment. This also covers the appointments we make with you to carry out routine maintenance on any Solar PV Panels (or ancillary equipment) installed on your Property.

  7. Your Property has installed on or in it the following items (together the “SNRG Property“): the Solar PV Panels, Metering Equipment, and ancillary items. You acknowledge that the SNRG Property will at all times remain the property of SNRG; that you will not interfere with or damage the SNRG Property; and that, if you do so, we may recover all associated costs and losses we reasonably incur from you.

Access and Smart Meters

  1. If you have a Smart Meter that we can read without visiting your Property, you agree that we can:

    1. use the Smart Meter to remotely monitor your Electricity usage;

    2. remotely repair and update the Smart Meter;

    3. switch it from credit to prepayment mode or disconnect your supply (we would notify you before this happens);

    4. collect information about how your Smart Meter is working, for example to see if it has any faults or has been tampered with;

    5. use information from your Smart Meter to do certain things, such as work out your bill and tailor our service and products to suit you better. We will only use this information to offer you products or services if you have given us your permission to do so; and

    6. take half hourly meter readings and

    7. take a meter reading at any other time, such as to provide you with a bill or investigate a query on your account.

  1. Complaints

    1. If you want to make a complaint, you can do so by calling us at 020 3576 6103 or emailing us at [email protected]. If you are not satisfied, you may refer the complaint for independent dispute resolution using the method(s) set out in the Tariff Offer Letter.

    2. If you need independent advice at any time you can contact Citizens Advice by phone on 0808 2231133 or visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.

  2. Solar PV Panels

    1. This provision only applies where your Property is fitted with Solar PV Panels. 

    2. The Solar PV Panels, the infrastructure connecting them to the SNRG SmartGrid and the electricity they generate are our property. Although the panels are attached to your Property, you will not acquire any ownership interest in them and will have no right to require us to transfer or sell them to you or require us to provide a direct supply of electricity from them to your Property. We may in our entire discretion make you an offer to sell you the Solar PV Panels, and any such offer will be made on a fair market valuation (and on such other basis as may be required by Law).

    3. The basis on which we may retain the panels on your Property is specified and regulated by the Airspace Lease (where applicable).

    4. You must tell us straight away if you become aware or suspect that the Solar PV Panels or the infrastructure connecting them to the SNRG SmartGrid is damaged, stops working properly or if you think it has been tampered with.

    5. It is our responsibility to ensure the Solar PV Panels are kept at all times in good working order and we will schedule with you maintenance appointments. You agree not to obstruct, delay or unreasonably prevent us from carrying out maintenance of the panels.

    6. Save as required in an emergency (to avoid damage to life or property), you must not attempt to interfere with or remove (or arrange for a third party to remove) the Solar PV Panels without our prior written agreement. In an emergency, you may isolate or instruct a competent professional to isolate the Solar PV Panels. In these circumstances, you must notify SNRG of the actions you have taken as soon as reasonably possible.

    7. When you sell the Property you must not indicate or represent to any prospective purchaser that they may or ill have the right to take ownership of or to remove the Solar PV Panels if they buy the Property.

 

This website uses cookies to ensure you get the best experience on our website.