So Energy Frequently Asked Questions

Solar Energy: Basics and Benefits 

Is solar energy heat or light?
Solar energy comprises both heat and light. The sun emits electromagnetic radiation, including visible light, ultraviolet (UV) light, and infrared (IR) radiation. Solar panels are designed to convert both light and heat into usable energy, making them versatile tools for harnessing the sun's power.

Do solar panels work on cloudy days?
Yes, solar panels can still generate electricity on cloudy days, though their efficiency may be lower. Even when direct sunlight is obscured, panels can convert diffuse or indirect sunlight into electricity, ensuring that your system remains productive.

How much energy does a solar panel produce?
The energy production of a solar panel depends on several factors, including its size, efficiency, location, and the amount of sunlight it receives. For instance, a standard 350W solar panel can produce an average of 265 kilowatt-hours (kWh) of electricity per year in the UK.

Understanding Solar Batteries 

How will solar batteries help reduce my energy bills?
Solar batteries store surplus energy produced by your solar panels. This stored energy can be used during periods of low solar generation, such as nighttime or cloudy days. By relying on stored energy instead of drawing power from the grid, you can reduce your reliance on utility-supplied electricity, leading to lower energy bills.

Why are solar batteries so important?
Solar batteries optimize your solar energy system by allowing you to store excess energy generated during the day for use during evenings or cloudy periods. This capability enhances your energy independence and maximizes the use of your solar energy.

What are solar batteries made of?
Solar batteries are commonly made using lithium-ion (Li-ion) or lead-acid technologies. Lithium-ion batteries are favored for their high energy density, long cycle life, and efficiency. These batteries consist of electrodes, electrolytes, and separators, all housed in a protective casing.

How big are solar batteries?
The size of solar batteries varies by type. Sleek DC batteries for new installations typically measure 490 x 90 x 675 mm per 5 kWh of storage and can be combined with up to 15 batteries. AC batteries, which complement existing solar arrays, come in two sizes: 5 kWh (550 x 1460 x 165 mm) and 10 kWh (860 x 1460 x 165 mm).

Is solar battery technology safe?
Yes, energy storage has been a part of many grids since the 1930s. Lithium-ion technology is recognized for its safety, reliability, and cost-effectiveness, making it a popular choice for home energy storage.

Heat Pumps: Efficiency and Installation 

What is a heat pump?
A heat pump captures heat from the outside environment and transfers it into your home. Despite requiring electricity to operate, the heat energy delivered is significantly greater than the electrical energy used, making heat pumps an efficient heating solution.

How energy efficient are heat pumps?
Air-source heat pumps are highly efficient because they produce more heat energy than the electrical energy they consume, offering an effective way to heat your home.

How do I decide what type of heat pump is right for me?
The cost of installing an air-source heat pump can range from £8,000 to £14,000. You might be eligible for a discount of up to £7,500 through the Government’s Boiler Upgrade Scheme, which can help make the decision easier.

How much can I potentially save on my bills?
An air-source heat pump can lower your carbon footprint and reduce energy bills. The exact savings depend on the type of heating system it replaces. Generally, air-source heat pumps are more cost-effective compared to other fuel types.

Smart Meters: Features and Eligibility 

What is a smart meter?
A smart meter automatically sends meter readings to your energy supplier, ensuring accurate bills and eliminating estimates. The in-home display (IHD) shows your usage in real-time, displayed in pounds and pence.

Am I eligible for a smart meter?
Eligibility for a smart meter requires a good mobile signal. If you have a 3-phase supply, installation may not be possible at the moment. When you book your installation, we'll ask further questions to ensure a smooth process.

Can I get a smart meter if I rent / am a landlord?
It depends on who pays the utility bills. The account holder, responsible for the bills, decides if a smart meter can be installed. If you rent and pay for utilities, inform your landlord before installation to ensure a smooth process.

Energy Tariffs and Price Caps 

Can I negotiate a deal with my energy supplier?
Ofgem regulations do not permit negotiation between consumers and energy suppliers.

Are there any fees or penalties for switching tariffs?
Leaving a fixed-rate tariff early usually incurs an exit fee. For So Energy fixed-rate tariffs, you can view any applicable exit fees in your online account.

How often should I review and compare energy tariffs?
It’s advisable to review and compare tariffs when your current fixed tariff is nearing its end to explore the best options available.

Which is better, a variable or fixed-rate tariff?
The choice between variable and fixed-rate tariffs depends on your preferences. Variable tariffs offer flexibility to switch suppliers, while fixed tariffs protect you from market fluctuations by locking in rates for a specified period.

What is the energy price cap?
The price cap sets limits on unit rates and standing charges for our variable tariffs (So Flex and So Flex Green). It does not cap total energy costs; higher usage results in higher bills.

How does the energy price cap work?
Set by Ofgem, the price cap is updated every three months. We inform customers on So Flex and So Flex Green about any upcoming changes to the cap.

How does the energy price cap affect me?
Changes in the price cap can impact how much you are charged. If you’re on the So Flex tariff or if your fixed contract ends and you don’t switch to a new fixed rate, your energy price will align with wholesale energy prices. We’ll notify you of any changes, and the So Flex tariff will always be within the Ofgem price cap.

Should I fix my rates?
While we can't dictate the best tariff for you, we provide information on available options. Fixed-rate tariffs may not always be available due to market volatility, but you can find and switch to them through your online account.

Will my direct debit change?
We regularly review customer accounts to ensure accurate payments. Changes to your direct debit will depend on various factors, including your region and account balance. We will notify you by email if any adjustments are necessary.

I'm currently on the So Ginger tariff, how does this compare to the other Tariffs? 
If you're currently on the So Ginger Two Year Tariff, it provided you with fixed rates of 42.83p per kWh for electricity and a standing charge of 24.01p per day. Compared to other available tariffs, the So Flex (Variable Tariff) offers a much lower electricity rate of 23.07p per kWh, but with the potential for fluctuating prices. The So Strawberry One Year (12-Month Fixed Tariff) offers a rate of 31.50p per kWh, lower than your current tariff but higher than So Flex, with the benefit of fixed rates for a year. Both of these options present opportunities for lower rates, but the choice between them depends on whether you prefer stability with the fixed tariff or are comfortable with the potential variability of a flexible plan.

Referral Program 

When will my friend and I receive our £50 bonus?
Once your referred friend becomes a So Energy customer, both of you will receive a £50 credit on your accounts. The credit will appear on your next bill and your friend's first bill.

How many people can I refer?
You can refer as many people as you like, as long as they are not previous So Energy customers.

Can I post my referral link online?
Referral links should be shared with friends and family only. Sharing your link via bulk distribution lists or spam is a violation of our terms and conditions.

Understanding these aspects of solar energy, smart meters, and energy tariffs can help you make informed choices and optimize your energy usage. If you have further questions or need specific details, don’t hesitate to contact your energy provider.