Contact Us
Get in touch with us about Solar Panels
What do you need help with?
Joining the scheme
Questions about who can join, what you could receive and what happens after you register.
Joining the scheme
Solar panels and battery storage
Questions about how solar panels and batteries work at home.
Solar panels and battery storage
Bills and payments
Questions about paying your bill, two bills, free electricity and payment support.
Bills and payments
Meters and readings
Questions about solar meters, meter readings and estimated bills.
Meters and readings
Problems, repairs and maintenance
Questions about system issues, power cuts, cleaning panels and repairs.
Problems, repairs and maintenance
Joining the scheme
Questions about who can join, what you could receive and what happens after you register.
Who can join the scheme?
The scheme is for eligible homes in participating council or housing association areas.
Fill in the form and we’ll check if your home is included.
How does Civic Energy Partnership work?
Civic Energy Partnership helps tenants save money by using electricity from solar panels installed at their home.
If your home is included and suitable, solar panels and battery storage can be installed with no upfront installation cost.
The electricity made by the panels is then available for you to use at a lower price than the Ofgem price cap.
You only pay for the solar electricity you use, after any free electricity allowance has been applied.
Does my council or housing provider support the scheme?
If your home is part of a participating scheme, Civic Energy Partnership will be working with your council, housing association or housing provider.
The aim is to help tenants save money on electricity and make solar energy more accessible at home.
What could I receive?
You could receive:
- Free solar panels
- Battery storage, where suitable
- Energy-saving LED bulbs
- £20 of free electricity every month
- Lower-cost solar electricity
- Ongoing support from our team
Is there an upfront cost?
No. There is no upfront installation cost if your home is suitable and part of the scheme.
Do I have to change electricity supplier?
No. You keep your usual electricity supplier.
Your usual supplier will still bill you for electricity from the grid. Civic Energy Partnership will only bill you for solar electricity supplied through the scheme.
Am I helping the environment?
Yes. Using electricity made from solar panels can help reduce the amount of electricity you need from the grid.
This can help lower carbon emissions from your home.
How much could I save?
Typical households could save around £456 per year, including £240 of free electricity.
Your exact savings will depend on your home, your system and your energy use.
What happens after I fill in the form?
We’ll check your details and explain what happens next.
Filling in the form does not mean you have agreed to anything. You only go ahead if you are happy.
Solar panels and battery storage
Questions about who can join, what you could receive and what happens after you register.
How do the solar panels work?
The panels on your roof turn daylight into electricity.
When the system is generating electricity, you can use that electricity in your home in the same way as electricity from your usual supplier.
How do I know if I am using solar energy?
When the sun is shining and your solar panels are generating electricity, your home will use the solar electricity first.
If you use more electricity than the panels are making at that time, the rest will come from your usual electricity supplier.
You are not paying twice. Using electricity from the solar panels should help reduce the amount of electricity you need from the grid.
What does the battery do?
The battery stores extra solar electricity made during the day, so you can use more of it later.
This can help you use more of the electricity made by your solar panels.
What happens when the sun is not shining?
Your home will still have power.
If your solar panels are not making enough electricity, your home will use electricity from your usual supplier as normal.
Do I have to change electricity supplier?
No. You keep your usual electricity supplier.
You can also change supplier if you want to.
What happens if I switch electricity supplier?
Your solar panels and battery storage will continue to work if you switch electricity supplier.
You will still receive a Civic Energy Partnership bill for the solar electricity you use. Your usual electricity supplier will bill you for any electricity you use from the grid.
Once your switch is complete, we recommend telling your new supplier that you have solar panels installed at your home.
How long will the solar panels last?
Solar panels have no moving parts and are designed to last for many years.
The panels installed on your property should last for at least 25 years.
Could my panels be blown off in a storm?
The panels are installed securely using a specialist fixing system.
All systems are installed in line with industry standards.
Bills and payments
Questions about paying your bill, two bills, free electricity and payment support.
How can I pay my Civic Energy Partnership bill?
You can pay your bill in the following ways:
- Direct Debit
- By phone
- By secure payment link
- By bank transfer
- By cheque
Please have your bill or customer reference number ready.
How do I make a payment by phone?
Call the billing team on 0333 015 9276
How do I set up a Direct Debit?
You can set up a monthly Direct Debit by calling the billing team on 0333 015 9276
You can also ask for a Direct Debit mandate form to be sent to you by post or email.
How do I pay by card?
You can pay by card online using the secure payment link on your invoice or reminder email.
Why do I have two bills?
Your usual supplier bills you for electricity from the grid.
Civic Energy Partnership bills you for solar electricity supplied through the scheme.
You are not paying twice for the same electricity.
What might my Civic Energy Partnership bill include?
Your bill may include:
- Solar electricity used
- Battery electricity used, if you have battery storage
- Your free electricity allowance
- Any previous balance
- Any account credit
- Meter reading information
- Payment details
How does the free electricity allowance work?
You could receive £240 of free electricity a year.
That is £20 each month.
This allowance will be shown on your Civic Energy Partnership account or bill.
What happens if I use more than my free electricity allowance?
If you use more than your free monthly allowance, extra solar electricity is priced 33.33% below the Ofgem price cap.
What is the Price Match Promise?
If the grid price is cheaper than the Civic Energy Partnership solar rate, Civic Energy Partnership will match it.
This means you pay the lower price.
Price Match Promise excludes short-term promotional tariffs.
What should I do if I have not received my bill?
Invoices are sent out monthly if we have your email address.
If you receive your bill by post, invoices are usually sent quarterly.
If you have not received your bill, please contact us on 0333 015 9276 or email info@cepuk.co.uk
If your contact details have changed, please let us know so we can update your account.
What if I’m struggling to pay?
Please contact us as soon as possible.
Our team can talk through your account and look at an affordable payment plan.
Call 0333 015 9276 or email info@cepuk.co.uk
You will not be disconnected by Civic Energy Partnership.
Can I set up a payment plan?
Yes. We can look at a payment plan to help you pay your outstanding balance and your ongoing usage.
Please contact us on 0333 015 9276 or email info@cepuk.co.uk
What happens if I miss a payment?
If a payment is missed, the system may switch back to export mode so no further balance builds up.
This is not a disconnection.
It is a protective measure designed to help avoid tenant debt while your account is reviewed.
What if I overpay?
If you think you have overpaid, please email info@cepuk.co.uk so we can review your account.
If your account is in credit, a refund can be issued on request.
I am in credit. Can I get a refund?
Yes. If your account is in credit and you would like a refund, please request this in writing by emailing info@cepuk.co.uk
We will review your account and arrange a refund if one is due.
My bill is in dispute. Do I still need to pay?
Yes, you should continue to make payments while we look into your query.
If you think something is wrong, please contact us and provide as much information as possible so we can investigate and correct the issue if needed.
I have paid, but it is not showing on my account. What should I do?
Please contact us so we can look into this for you.
Email info@cepuk.co.uk and include:
- The amount you paid
- The date you paid
- The payment method you used
- Any payment reference you entered
This will help us locate the payment and add it to your account.
I’ve been trying to contact you and can’t get through to make a payment. What should I do?
We’re sorry if you have had trouble getting through.
Our team is available between 9am and 5:30pm.
If we miss your call, we will try to get back to you as soon as possible.
You can also make a payment online 24 hours a day by following the link on your invoice or reminder email.
.png "Paying-bills-on-computer")
Meters and readings
Questions about solar meters, meter readings and estimated bills.
How will you measure my solar electricity use?
Our meter records three things:
- The amount of electricity your solar panels generate
- The amount of solar electricity you use in your home
- The amount of solar electricity that is not used and goes back to the grid
You will only be billed for the solar electricity you use.
This should mean you use less electricity from your usual grid supplier.
What do I do if the meter reading on my bill is incorrect?
Please contact us on 0333 015 9276 or email info@cepuk.co.uk
We will look into your meter reading and arrange for an engineer to attend if needed.
Why is my bill estimated?
If you have an older style meter, your bills may be estimated.
Please contact us to arrange a meter exchange. This will allow us to read your meter remotely and give you more accurate bills.
Problems, repairs and maintenance
Questions about paying your bill, two bills, free electricity and payment support.
What should I do if my solar panels stop working?
Contact us and we’ll help.
We may be able to talk you through a reset over the phone. If needed, we can arrange the next steps.
What should I do if my battery stops working?
Contact us.
We may be able to help over the phone or arrange the next steps.
What should I do in a power cut?
Your solar system may shut down for safety during a power cut.
This is to stop electricity being fed back into the grid while work may be taking place to restore power.
Your system should restart when power comes back on. If you are still having problems afterwards, contact us.
Do my panels need to be cleaned?
Solar panels are generally cleaned by normal rainfall.
If you think there is an unusual amount of dirt or bird mess on the panels, please contact us on 0333 015 9276 or email info@cepuk.co.uk
We can arrange for our maintenance team to look into it if needed.
What should I do if something stops working?
Please contact us.
Do not try to repair solar panels, batteries, meters or electrical equipment yourself.
Moving home
Questions about what happens if you move.
Do I take the solar panels or battery with me?
No. The solar panels and battery stay with the property.
Who do I need to tell?
Please contact Civic Energy Partnership before you move.
What happens to my account?
We’ll explain what happens next and help close or update your account.
Free LED Bulbs
Information about claiming your free energy-saving LED bulbs.
How do I claim my free LED light bulbs?
Civic Energy Partnership customers can claim free energy-saving LED light bulbs.
To request your bulbs, contact our Customer Service Team on 0333 015 9276 or email info@cepuk.co.uk
Who qualifies for free LED bulbs?
To qualify for free LED bulbs, you need to be fully up to date with your payments or have a payment plan or Direct Debit in place.
If this is not in place, your LED bulb order may not be processed.
CTA: Request LED bulbs
Complaints
We want to help resolve any issues as quickly as possible.
How do I make a complaint?
Please contact us on 0333 015 9276 or email info@cepuk.co.uk
We will log your complaint and aim to resolve it within 10 working days.
What if my complaint takes too long to resolve?
If you feel your complaint has not been handled correctly, or you have not heard from us within 10 working days of your complaint being logged, you can speak to Citizens Advice - www.citizensadvice.org.uk
Still need help?
We’re here for you
Our team is here to help with your bill, payments, account, solar system or next steps.
