I have solar panels only
Information for customers who already have solar panels through the Community Energy Scheme.
I have solar panels & a battery
Information for customers who already have solar panels through the Community Energy Scheme.
Frequently asked questions
Information for customers who already have solar panels through the Community Energy Scheme.
Documents and Forms
Guides
Frequently Asked Questions
PPA stands for Power Purchase Agreement. It explains how you pay for the solar electricity used in your home.
Your solar panels will continue to work if you switch electricity supplier.
You will still receive a CES 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.
Your usual supplier bills you for electricity from the grid.
CES bills you for electricity supplied through the scheme.
You are not paying twice for the same electricity.
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.
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.
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.
The panels are installed securely using a specialist fixing system.
All systems are installed in line with industry standards.
Contact us and we’ll talk you through it.
Documents and Forms
Guides
Frequently Asked Questions
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.
You could get £240 of free electricity a year.
That is £20 each month.
You could save up to £412 a year in total.*
Your exact savings depend on your home, system and energy use.
*Based on a home that uses 3400 kWh per year, paying the current Ofgem price cap (July 2026)
We’ll check your details and contact you about the next steps.
You can ask questions before making a decision.
Frequently Asked Questions
The scheme is for selected Stoke-on-Trent homes. Fill in the form and we’ll check if your home is included.
The Community Energy Scheme helps tenants save money by using electricity from solar panels installed on their home.
If your home is included, solar panels can be installed for free. The electricity made by the panels is then available for you to use at a lower price than the average tariff from the big energy suppliers. You only pay for the solar electricity you use.
You could receive:
- free solar panels
- a battery
- energy-saving LED bulbs
No. You keep your usual electricity supplier.
Your usual supplier will still bill you for electricity from the grid. CES will only bill you for electricity supplied through the scheme.
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.
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.
PPA stands for Power Purchase Agreement.
It explains how you pay for the solar electricity used in your home.
TVA stands for Tenancy Variation Agreement.
It is linked to your tenancy and allows the system to be installed and maintained at your property.
Choose the PPA based on when you signed your agreement.
If you are not sure, please contact us and we can help.
No. You keep your usual electricity supplier.
You can also change supplier if you want to.
Your solar panels will continue to work if you switch electricity supplier.
You will still receive a CES 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.
Your usual supplier bills you for electricity from the grid. CES bills you for electricity supplied through the scheme.
You are not paying twice for the same electricity.
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.
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.
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.
The panels are installed securely using a specialist fixing system.
All systems are installed in line with industry standards.
Contact us and we’ll talk you through it.
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.
You could get £240 of free electricity a year.
That is £20 each month.
You could save up to £412 a year in total.*
Your exact savings depend on your home, system and energy use.
*Based on a home that uses 3400 kWh per year, paying the current Ofgem price cap (July 2026)
No. Filling in the form only tells us you are interested.
We’ll explain everything before you decide.
We’ll check your details and contact you about the next steps.
You can ask questions before making a decision.
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.
You can set up a monthly Direct Debit by calling the Credit Control Team on 01782 438 391.
You can also ask for a Direct Debit mandate form to be sent to you by post or email.
Use the details below:
Account name: Community Energy Scheme Stoke Ltd
Sort code: 23-18-84
Account number: 64496353
Please use your customer reference number when making a payment. This usually begins with STO.
Please make cheques payable to:
Community Energy Scheme Stoke Ltd
Send your cheque to:
Community Energy Scheme Stoke Limited
Suite 6 Broadmeads Pumping Station.
Hertford Road.
Ware,
SG12 9HL
Your bill may include:
- solar electricity used
- battery electricity used, if you have a battery
- your free electricity allowance, if this applies to you
- any previous balance
- any account credit
- meter reading information
- payment details
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 the Customer Service Team on 01782 438 427 or email stoke@communityenergyscheme.com.
If your contact details have changed, please let us know so we can update your account.
Please contact us as soon as possible.
Our Credit Control Team can talk through your account and look at an affordable payment plan.
Call 01782 438 391 or email cc@communityenergyscheme.com.
You will not be disconnected by CES.
Yes. We can look at a payment plan to help you pay your outstanding balance and your ongoing usage.
Please contact the Credit Control Team on 01782 438 391 or email cc@communityenergyscheme.com.
If you make regular payments on your account, or your account is clear on an annual basis each December, a rebate may be added to your account each month.
This rebate will be shown on your invoice.
If your account is in arrears and no payment plan is in place, the annual rebate may be charged back to your account.
If you think you have overpaid, please email cc@communityenergyscheme.com so we can review your account.
If your account is in credit, a refund can be issued on request.
Yes. If your account is in credit and you would like a refund, please request this in writing by emailing cc@communityenergyscheme.com.
We will review your account and arrange a refund if one is due.
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 cc@communityenergyscheme.com 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.
We’re sorry if you have had trouble getting through.
Our team is available between 8:30am 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.
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.
We have created a helpful video to show you how to read your solar meter.
Watch the video here: https://youtu.be/NOJj5yN7mI4
Please contact the Customer Service Team on 01782 438 427.
We will look into your meter reading and arrange for an engineer to attend if needed.
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.
After an engineer visit, a report is sent to our accounts team for review.
If we find that you were billed incorrectly, a credit note will be sent to you by email or post.
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.
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.
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 the Customer Service Team on 01782 438 427.
We can arrange for our maintenance team to look into it if needed.
Please contact us. Do not try to repair solar panels, batteries, meters or electrical equipment yourself.
We’ll explain what happens next and help close or update your account.
Community Energy Scheme members in Stoke can claim free LED light bulbs.
To request your bulbs, contact the Customer Service Team on 01782 438 427.
You can also order online here:
https://www.communityenergyscheme.com/stoke-led
Or you can fill in the LED form in your CES booklet.
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.
Please contact the Customer Service Team on 01782 438 427 or email stoke@communityenergyscheme.com.
We will log your complaint and aim to resolve it within 10 working days.
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 contact Citizens Advice on 0344 411 1444.
