Support

• What is Social Energy?

  We’re a clean Tech company built especially for homes with solar and battery storage. Our clever technology connects thousands of green-minded homeowners, allowing them to save more together. It’s easy to join the community and start saving – the best place to start is by downloading our app if you already have our Social Energy hub installed at the property.

• Why should I join Social Energy?

  Social Energy are the only supplier to offer credits for balancing the National Grid. (Grid Services)

  This means your battery, in a group with other Social Energy customer batteries, is being used to provide fast frequency response for the National Grid. The grid must maintain a frequency of 50hz which will fluctuate based on the power situation in the UK. Too much energy within the grid will cause the frequency to go over 50hz and not enough can result in it going below 50hz if there isn’t enough power.

  Your battery will be used to help maintain the frequency which you will receive credit payments for when helping to provide this service.

• Can I stay with my current energy supplier?

  Absolutely! Social Energy are not an energy supplier but you are still able to take advantage of our grid services no matter who bills you for your electricity. As long as your bills are accurate, you will only pay for energy that is recorded through the meter and our credits will offset any excess import you have pulled in through grid services.

• Is Social Energy a battery?

  No, but don’t worry, it’s a common misconception. We’re an Tech company, with a clever technology package that helps you save more from solar and battery storage. The small white box you can see near your battery with our name on – that’s our clever piece of kit right there!

• How does Social Energy work?

  We use our clever piece of technology, the Social Energy Hub, to connect to solar battery systems, such as our exclusive Duracell Energy Bank range of batteries. Once we’re connected, we optimise the way your energy is stored and used to maximise your savings.

• Can I buy solar and batteries from you?

  We don’t sell solar or batteries directly, but our Social Energy hub has previously been sold by an amazing community of installers across the country.

  We are currently taking a brief pause from selling our hub at the moment but if you would like us to keep your details on record for the future then you can email us at [email protected] and we will be in touch as soon as things change. 

• Do I need a battery to join?

  Our hub is built especially for homes with solar and batteries, so you will need a battery to get on board. 

• Am I tied into a contract?

  If you ever decide you’re not 100% satisfied with your Grid Service Agreement, you’re welcome to ask us to stop your system from being optimised by our AI (but we doubt you’ll ever feel the need). If you are worried about your savings, please get in touch at [email protected] and we can provide you with a savings breakdown which will hopefully put your mind at rest that the hub is making the most savings from your generation.

  We want to make sure you are making an informed decision when thinking about leaving us but if you’re still not sure – we will just need written confirmation that you would like to be removed from our service and we will get our Tech Team on this right away. 

• Should my system be connected to the internet?

  In order to be paid your grid service payments, your Social Energy system needs to be connected to the internet at all times. If your internet goes down for an extended period, you could lose out on your savings. Don’t worry though, our tech support team will be there to help if your system does ever go offline. We also have some helpful instructions on the support center.

• I’ve made the change to Social Energy, what do I do now?

  Once you’ve joined Social Energy, your system will begin a 90 day pre-qualification period. Once we have tested the system and are happy everything is ok, you will start to work with a group of batteries to balance the grid.

  We will pass on any credits due to you each month as long as your credit amount is £3 or over. All you need to do is sit back, relax and we will do the rest.

• When will I start saving money?

  With your new solar battery system in place, you’ll immediately begin saving money on your energy bills, by reducing the amount of power you need to buy. You’ll start saving more within 90 days of your battery being registered as long as you have also signed up to the Social Energy app. The best bit? Signing up to the app means you are able to monitor your system in real time and keep an eye on all of those great savings! 

• Send a message

  If your question hasn’t been answered, feel free to send us a message using the contact form below. Alternatively, email us at [email protected] – we’re more than happy to help.

  Contact