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Help and Advice
Please find below a selection of questions that we're frequently asked by our Members, covering a range of topics from switching to our fuel mix. And if you can't find the answer you're looking for you can always contact us.
It takes between 3- 4 weeks for the switch to complete. During this time we will be communicating with your current supplier to gather the necessary technical information that we require to begin supplying your property with energy.
Your supply start date is only determined once the transfer process is underway. We are not able to guarantee a specific supply start date until a few weeks into the process. We will email you once the transfer is underway to confirm this date. Its takes between 3-4 weeks for the switch to take place from the day you sign up.
Yes, although not for a few weeks yet. When we are ready for them we will email you and ask you to provide opening meter readings. We will use these to start your account and will also provide these readings to your current supplier so that they can finalise your account with them.
Your first Direct Debit payment is taken on your supply start date (the day we begin supplying your property with energy). Your ongoing monthly payments will be taken on the same date each month moving forward. You can change your Direct Debit payment date to suit you after your first Direct Debit has been taken. You can do this through your secure online account which you will be given access to a few days before your supply start date.
If you are joining us in the winter your consumption is likely to be higher than your monthly Direct Debit payment. As such, we set your monthly payments a little higher during the winter months to avoid you getting into arrears from the start. We then review your consumption in the spring and aim to reduce your Direct Debit at this point. Over the course of the year your monthly payments will equate to the projected annual spend that we quoted subject to your consumption matching the values provided to us when we generated your quote.
A couple of weeks into the transfer we will contact you and ask for your opening meter readings. We will provide these readings to your current supplier who will then generate a final statement for you. If you are in credit they will arrange to send this money back to you directly. Please note, it can take a few weeks after the switch for your current (old) supplier to send you a final statement.
We guarantee that for each unit of electricity used by our members, an equal amount of electricity is put back into the grid that has been generated from renewable sources. This electricity is Ofgem certified and has a Renewable Electricity Guarantee of Origin (REGO).
This proactive approach supports the generation of renewable electricity. The way the electricity network operates means that we can’t guarantee the electricity you receive at your home will be directly from renewable sources.
At this moment no but we are looking at doing this in the near future. If you still want to sign up with us you will need to have these meters changed by your current supplier before you request the switch.
We do our best to keep your Direct Debit consistent throughout the year. However, if you join Tonik during the winter months we may increase your monthly Direct Debit initially in order to cover your increased consumption. We will readjust your Direct Debit in the spring. Don't worry, you won't pay more for your energy over the course of the year.
To keep things simple, we set your Direct Debit date to be the same day that we start to supply you. After you first payment you can then choose to change your payment date and your bank account details. You can do this through your online Tonik account. We will be give access to your online account 5 days before you are due to go on supply with us.
We sometimes ask for an upfront payment, so that we can schedule your Direct Debit date to suit you. If there’s a difference of more than a week between your supply start date and your Direct Debit date, we’ll ask for an upfront payment to cover this period.
You may be in credit to cover the higher usage we expect you to use over winter months, so we don’t advise removing all credit from your account. Whilst you are in credit you will receive interest at an annual rate of 3% on the first £1000 of your credit balance. We will credit the interest to your Tonik Energy account every month.
If you would like to discuss having your credit paid back to you, you can call us on 0333 344 2686. Alternatively, email us at email@example.com.
When you pay by Direct Debit and your account is in credit, interest of 3% per annum will be awarded on the first £1000 of that credit balance.
This reward will be credited to your Tonik Energy account every month. If you leave Tonik Energy, the reward will be credited to your final bill. For further details on how the credit balance reward is calculated and paid, please see our Terms & Conditions.
Yes! When you close your account we will calculate any interest that you have accrued that has not already been credited to your account. This will then be credited to your final bill. Once your final bill has been settled, any remaining credit on your account will be transferred to you.
Your Direct Debit may be slightly higher to begin with, if you’ve joined Tonik during colder months. This is to make sure you keep in credit when your consumption is likely to be higher. We’ll lower your Direct Debit amount after winter.
After your first year, your Direct Debit will be a fixed amount each month.
Annual Statements are provided to you as information only and are not a request for payment. Your Annual Statement contains important information about your energy usage and tariff over the last 12 months. You can use this information to compare your existing tariff with others available from Tonik or elsewhere. We recommend that you ﬁle this away somewhere safe - it may be handy in the future.
We want to make sure we bill you as accurately as possible. Regular meter readings help us do this. Ideally, we’d like a meter reading every month. Otherwise, you can send us a meter reading by replying to your meter reading reminder email.
If you’ve got a smart meter that was installed by us, you don’t need to do this.
Email us at firstname.lastname@example.org. Or, you can call us on 0333 344 2686. We’ll need to know your final meter reading and where you’re moving to. This’ll mean you can keep the same Tonik account so everything’s all set up for you in your new home.
When your friend has acknowledged that you’ve referred them when signing up online, you’ll be emailed confirming that the referral has taken place. The email will tell you the name and email address of the friend who has signed up. Both you and your friend will be sent an online gift card via email within 30 days of them signing up.
All our tariffs are made up of 100% renewable electricity. Our Positively Greener and Positively Greenest tariffs also include 10% green gas, although only Positively Greenest offsets the carbon dioxide emissions from the remaining 90% of fossil fuel generated gas.
All of our tariffs benefit from no exit fees, no minimum term and 3% interest on reward.
Our 10% green gas is generated from anaerobic digestion (AD). AD is a natural biological process by which organic material is broken down into stable fertiliser and useful biogas. It is that biogas which is used.
Currently the majority of our gas is natural gas which comes from the North Sea. This is a finite fossil fuel and something the world won’t be able to rely on forever. In addition, we are very keen to support the production and supply of gas from renewable sources. Green gas is in relatively short supply so we are pleased to be able to offer it in our new tariff, Positively Greener.
Green gas is only produced in limited quantities and is more expensive than standard fossil-fuel gas. By comparison, most energy providers- if they provide green gas at all - include an average of 5 – 6% green gas within their tariffs.
To offset the remaining 90% of fossil fuel generated gas, we invest in a number of carbon offset projects.
In short – no. In the same way renewable electricity is supplied to the networks, green gas is supplied to the gas grid. We simply guarantee that for every 9 units of gas we purchase for this tariff, we purchase at least 1 unit of green gas.
Anaerobic digestion, used in the production of green gas, is a relatively new process and is delivered on a small scale compared with traditional gas production. As of yet, the savings that come with scale do not exist, making it a more expensive process with a knock on effect to tariff prices.
Our carbon offset certificates are verified under the Clean Development Mechanism (CDM) Gold Standard, or the Voluntary Carbon Standard (VCS) scheme or similar. Under these mechanisms, all projects must meet strict criteria regarding their carbon dioxide emission reduction and local benefits. All VCS projects are subject to desk and field audits by both qualified independent third parties and VCS staff to ensure that standards are met and methodologies are properly applied. CDM Gold Standard projects are verified by UN accredited independent auditors.
Smart meters measure your gas and electricity usage in the same way that your current traditional meters do – but the main difference is that they can digitally send your meter readings direct to your energy supplier. This means you no longer need to spend time sending in monthly meter reads, as your smart meter will automatically do this for you. Every UK household has the option to get a smart meter installed by their supplier at no extra cost .
Using readings from your smart meter, Tonik will be able to provide you with an up-to-date ‘live balance’ on your account and accurate bills. Also, using the half-hourly data from your smart meter, Tonik will be able to provide you with tailored recommendations on how you can halve your energy bills.
Smart meters can also complement Tonik’s energy-saving products. ‘Smart tariffs’ can help users of battery and electric vehicle technology to access cheaper, renewable energy during off-peak times when one of these products is charging.
Smart meters can collect both daily meter readings and more detailed half-hourly consumption data.
The data that energy suppliers collect is strongly protected by law. You're in full control over what data you share with us. If you already have a smart meter which we can communicate with, or if you choose to have a Tonik smart meter installed we'll ask you:
how often we collect data from your smart meter
whether you’d like us to use that data to provide you with tailored recommendations on how you can halve your energy bills.
In many cases we will be able to support existing smart meters, but if you’d like to check before you switch just drop us an email at email@example.com with a close-up photo of the full front of each your gas and electricity meter.
Even if your existing smart meter isn’t one that is compatible with our systems, we’d still love for you to join Tonik. Your smart meter will just be treated like a traditional meter and you’ll just need to provide manual meter readings each month if you’d like accurate bills.
Our nationwide smart meter rollout is underway. Every household in the UK should be offered a smart meter by their energy supplier by 2020 – so we’ll be getting in touch with our existing members region-by-region to arrange smart meter installation appointments.
With each new smart meter installation, our members also have the option to receive an IHD. These digital devices can sit inside your home and take information from your smart meter to show you in near real time how much energy you're using in pounds and pence.
If you already have an in-home display provided by your previous supplier, we can’t guarantee that it will continue to work when you switch supplier. However, don’t worry – this won’t impact your electricity or gas supply and also you’ll still be able to get accurate bills from your smart meter readings.
There’s a renewable energy movement taking place across the UK and solar energy is very much front and centre – we’d love our members to very much be a part of this! Generating your own electricity from Solar Photovoltaic (or PV for short) panels on your roof is great for these reasons:
For each solar panel you install on your roof, you’re helping to change our nation’s fuel mix by reducing our reliance on fossil fuel burning forms of electricity generation – a huge win for the environment and the green credentials of your home
By generating your own renewable electricity, you’re reducing your dependency on buying energy from the grid in the long-term – our panels last for 25+ years so not only are you helping reduce your bill today in terms of electricity you buy from the grid, but you’re protecting yourself for future price rises for years to come
Tonik’s approach to clean energy technology is simple – we do the hard work for you. We’re a team of energy experts and we pride ourselves on picking technology solutions which will offer the best long-term value for our members. We believe this is possible by selecting:
Reliable and proven technologies that deliver lasting benefits for our members – not only are our solar panels highly efficient, but they’re installed with the latest “optimiser” technology from SolarEdge meaning you’ll get the most from each and every one of your panels
A technical partner who expertly installs technology in your home so that it’s set up to last for years to come
Solar panels which don’t disrupt the aesthetic of your home – having panels on your roof hasn't always been pretty, but with our all-black and low profile panels we’re bucking the trend for our members and providing solar panels you can be proud to have on your roof
We recommend you firstly get a personalised solar quote online to give you an idea of the costs and benefits of Tonik Solar. If you've got any questions you can give our Tonik Product Specialists a call on 0333 344 2686 (option 3). Alternatively, if you're ready to power on you can make a £99 payment over the phone or online for a Tonik Solar Home Survey (the value of which is refunded if you proceed with a Tonik Solar installation).
After that, it’s plain-sailing! Our expert installation partner, The Phoenix Works, will be in touch to arrange an appointment date. During your Home Survey, a solar expert will take measurements, assess your home's structural suitability for solar, discuss the design of your solar systems, and be able to answer any other questions you may have. You'll also receive an updated Energy Performance Certificate (EPC) for free.
Following the Home Survey, you'll be provided with a final installation proposal. If you decide to go ahead, The Phoenix Works will be back in touch to arrange your installation date – the last step before you can start generating your own 100% renewable electricity at home!
Solar panels are generally suitable for most homes and do not require planning permission. To check solar is right for your roof, we'll ask you some quick questions. The following are the most common reasons a roof would not be suitable for solar panels:
In a state of disrepair or very unstable / weak
Doesn’t have adequate space (an 8-panel system takes up a similar amount of space to two small car parking spaces – and they don’t necessarily need to be next to each other either)
Part of a listed building or in a conservation area (in which case planning permission would be a pre-requisite)
An 8 panel (2.36 kW) solar system with a standard installation costs £6,250 (inclusive of VAT). Tonik Solar also comes in 12 panel (3.54kW) and 16 panel (4.72kW) sizes with prices from £7,750 and £9,250 respectively. Installations come with a 5 year workmanship warranty, while the panels also have a 25 year power-output warranty. Details on standard installations can be found here.
Trina Solar are the world’s largest solar panel manufacturer – and their reliable panels come with an 25 year power output warranty. They pride themselves on adhering to the highest standards of Corporate Social Responsibility – ensuring fair pay and good working conditions for their employees, all while keeping the environmental impacts of their manufacturing process to a minimum. Additionally, their product looks great too – all black, high-efficiency, and low-profile panels which are a real step-up from the bright blue and white residential solar panels of the past and will look great on the roof of your home.
While possible to do so, it generally isn’t very economical to remove solar panels and reinstall them at your new home. Solar panels (especially when highly efficient, long lasting, and in all-black like Tonik’s panels from Trina Solar) are increasingly seen as a significant perk when buying a new home – so we’d recommend factoring them in to the value of the home that you sell or rent.
We are able to provide FiT payments for our members who take up Tonik Solar and will also soon be able to support members who currently receive their FiT payments from another Supplier.
If you would like to be notified as soon as we launch our FiT scheme, please register your interest here. In the meantime, you can register directly with any Mandatory FIT Licensee – details can be found here. This is managed completely separately from your energy account, so won’t affect your electricity and gas supply with Tonik.
Tonik Battery enables your home to optimise its use of cheap and renewable energy in these ways:
By ensuring you maximise the proportion of solar energy you’ve generated that you use within your own home. This means that even when the sun has gone down, you’ll still be able to use your solar energy stored up from earlier in the day.
Additionally, the more of your own generated energy you use, the less you’ll rely on buying energy from the grid (and at a price that’s more than the Feed-In Tariff amount you get for exporting your excess solar to the grid).
Finally, for energy that you do require from the grid, your battery can charge up with off-peak cheaper energy overnight.
Add the above three together (which is exactly what your home battery can do) and you’re reducing your monthly bill while at the same time making the most of the solar energy you generate yourself.
No – but with a smart meter you can charge up your battery overnight with cheaper off-peak energy to then use during the day with an Economy 7 tariff or similar. However, your benefits will be considerably higher if you have solar panels and are able to store any excess electricity you generate too.
Electric Vehicles (EV) are increasingly becoming the obvious choice for a next car purchase by our members – owing much to increases in battery range making them as practical as ever, as well as the now wide selection of EVs being launched by car manufacturers! If you already have or are thinking of getting an EV, getting an EV Charging Point at home is a no-brainer for the following reasons:
They make charging your EV incredibly convenient – when you get home, simply plug in your car in the same way you’d charge your smart phone
By charging primarily at home you’re able to ensure you’re doing so with 100% renewable energy from Tonik – due to EV cars being emission-free, it’s all too easy to forget that if you’re not charging up with renewable energy, then fossil fuels are just being burned elsewhere
Charging at home also gives you access to cheaper ways to charge – with a Smart Charging Tariff you can fill up your EV’s battery with cheap off-peak energy overnight or if you’ve got solar panels you could even charge for free during the day
Tonik’s approach to clean energy technology for our members’ homes is simple – we do the hard work for you. We’re a team of energy experts and we pride ourselves on picking the technology solutions for our members which will offer the best long-term value. We believe this is possible by selecting:
Reliable and proven technology that delivers long benefits for our members – the last thing you want is your car not to be fully charged when you’re ready to go to work or do the school run in the morning, which is why we’ve picked the EO Mini due to its hardiness and quick charging times (meaning you can complete your charge nearly three times quicker than a standard 3-pin electrical socket)
A technical partner who expertly install technology in your home so that it’s set up to last for years to come (hear more about the great work that our installation partner, The Phoenix Works, does here)
An EV Charger which doesn’t disrupt the aesthetic of your home – many EV Chargers aren’t particularly pretty and come with untidy leads; Instead, the EO Mini is (as the name suggests) compact and blends in sympathetically with the exterior of your home and is universally compatible with all existing car charging leads
Given wiring and electrical requirements can vary from home to home, the first step is to give one of our Product Specialists a call on 0333 344 2686 (option 3). They'll ask you some quick questions about your home to prepare a bespoke quote and, if you'd like to proceed, they can also take a payment.
We'll then pass your details through to our expert installation partner, The Phoenix Works – who will quickly be in touch to arrange your installation date.
EV Chargers are suitable for most homes. If in doubt, our Product Specialists can address any concerns you may have. Usually, as long as you’ve got off-street parking and a small space on an external wall for the charger, you’re good to go. Non-wall mounted options are also available.
The Electric Vehicle Homecharge Scheme (EVHS) provides grant funding towards the cost of EV Chargers at residential properties in the UK. In order to qualify you need (A) off-street parking and (B) to own or be long-term leasing an EV that you took keepership of on or after 1st April 2015. Alternatively, you can also be eligible if you have an EV on order.
For full information on the scheme, please click here.
An EV Charger (7.2 kW) with a standard installation starts from £239 (inclusive of VAT and after a £500 OLEV grant). Tonik EV Charging also comes with a 3 year workmanship warranty and a 3 year product warranty.
Dedicated EV Charging points at home mean much faster charging than a normal 3-pin plug – usually about 2-3 times quicker. This is important for two main reasons:
Your car will be ready for when you next need to use it – to fully charge a standard EV battery on a 3-pin plug can take on average 10-12 hours, whereas with an EV Charger it can take 4-5 hours
Ensure you’re only charging during off-peak hours with a smart tariff from Tonik – our low price energy is available for 7 hours a day, so a quicker charge means you’re able to charge exclusively during that cheaper window
EO Charging are an exciting company who, like us at Tonik, are aiming to help bring change to the way that homes across the UK use their energy. Their EO Mini is, as the name suggests, a compact charging unit that won’t look out of place installed at your home. They’re affordable, yet also very reliable. They’ve also got some neat features too – including local load balancing to ensure your home doesn’t feel the strain of charging your EV.
Solar, Battery, and EV Charging can individually make significant savings to your energy bills – and even more so if you have all three working together. Based on an average UK home, Tonik Solar can save up to 50% on your electricity bill and by adding Tonik Battery savings can increase to 70%. And that’s just in the first year – with savings set to increase as grid energy prices continue to trend upwards year-on-year.
Also, while transport isn’t traditionally part of a home’s utility bill, charging up an electric vehicle at home is enormously cheaper than at a petrol / diesel pump. By charging your EV at home, you can run your car at less than 2p per mile – which is less than a fifth the price of petrol or diesel and significantly cheaper than expensive highway-side EV charging points.
Solar panels on your roof generate 100% renewable energy to use in your home. A home battery can help ensure that the solar you generate is stored for later use (when the sun goes down) and charge up at lower demand times (overnight when prices are cheaper). This avoids the need for quick and dirty methods (like diesel generators) that help balance our country’s energy needs when our national grid is under strain. And finally, an EV charger allows you to charge your car conveniently at home with either energy you’ve generated yourself or with renewable energy from the grid off-peak times.
Installing any of the above technologies (or even all three!) can have a huge impact on the environmental credentials of your home.
Yes – at the point of payment for any of our Tonik Solar, Battery, or EV Charging products you will need to be on supply with us for electricity. However, our Products Specialists would love to speak to you any time and are able to support your switch to Tonik from your current supplier.
In general, most homes are suitable for our technologies with only a few exceptions. If you have any doubts as to whether your home will be suitable:
We’ll ask you some quick questions about your home when we call you back after you've enquired online
If you’d like to proceed after the call, we’ll ask for a few photos of your home so we’ll be able to give you peace of mind that you’re not buying anything from us which won’t be 100% suitable for your home.
Additionally, if you’d like further information on the eligibility criteria of each specific product, this can be found on each of the Tonik Solar, Battery, and EV Charging sections of the FAQs.
No – a Smart Meter isn’t required to have any of Tonik Solar, Battery, or EV Charging installed. However, if you would like to benefit from a tariff that can help you access off-peak prices for your home battery or EV charger then we offer priority installation appointments for our Tonik Solar, Battery, and EV Charging members.
Tonik has partnered with The Phoenix Works – a renewable technologies installer with a sterling record of empowering UK homes to change the way they use energy. To find out more, check out our blog here.
We've prepared an overview of how we work with The Phoenix Works ('Our Installation Approach') to make it clear to our members exactly where responsibilities sit – you can read it here.
Not found the answer you were looking for?
Our Member Services Team would be happy to help. They are available Monday to Fridays, 8:00am to 5:00pm. If you need any help outside of these hours please contact us by email.