Question 1

I haven't received the Aira Zero sign-up email that the Clean Energy Technician said I would receive. What should I do?

Accepted Answer

Email or call our Customer Care team and they'll send you a new Aira Zero sign-up email.

Email: support@airahome.com
Telephone: 0330 822 5493

Question 2

I've heard about the Aira Clean Energy tariffs and I'm interested in learning more. Where can I find information about them?

Accepted Answer

Information about the Aira Clean Energy tariffs, including Aira Zero, can be found here.

If you are an existing Aira customer and have a heat pump installed by us, send an email to hello@airahome.com to register your interest and we will email you a sign-up link for our tariffs.

If you do not yet have a heat pump installed, contact our friendly team to schedule your free home energy assessment.

Question 3

Since switching to Aira Zero, my house feels cooler than I'd like. How can I change this?

Accepted Answer

To help you save with Aira Zero, we optimise your heat pump to heat your home and hot water when energy prices are lower and use stored heat and hot water during peak times when energy is more expensive. This can cause slight temperature fluctuations depending on your home’s characteristics, especially in the first few days as your system adapts to this change.

If you notice significant changes in temperature, please contact our Customer Care team. We’ll review your optimisation settings to ensure they’re tailored to your home’s heating needs.

Question 4

I’ve noticed an increase in my electricity bill since switching to Aira Zero. What could be causing this?

Accepted Answer

Under the same conditions, using the Aira Zero tariff should result in significant savings compared to a standard flexible tariff. However, various factors can affect your energy bills, including colder weather and increased hot water usage, which requires your heat pump to work harder. It's also possible that the savings haven’t been fully reflected yet depending on your billing cycle.

If you're concerned, please contact our Customer Care team so we can review your setup and help optimise your energy usage to maximise your savings.

Question 5

Why hasn't my smart meter been installed yet?

Accepted Answer

Octopus Energy aims to install a new smart meter within four weeks. However, the exact timeframe may vary based on your location and the availability of engineers.

If your installation is more complex and requires specialised expertise, it may take longer. For more information, please contact Octopus Energy directly.

Question 6

Will my indoor temperature fluctuate when the heat pump is optimised for Aira Zero?

Accepted Answer

To help you save money on Aira Zero, we optimise your electricity load by shifting usage from expensive peak periods to cheaper off-peak periods.

As a result, your indoor temperature may experience slight fluctuations, typically no more than plus or minus 0.5 to 1 degree Celsius. Please note that actual temperature variations may differ depending on your home’s characteristics.

Question 7

Now that I’m using Aira Zero, where can I track my savings on electricity bills, and can I compare these savings to my expenses before switching to this tariff?

Accepted Answer

You can see your estimated monthly cost savings compared to your old gas boiler in the Aira Home Energy app. However, the app does not currently provide specific details regarding savings from your Aira Zero tariff optimisation.

Question 8

How can I check that my heat pump is saving energy now that I'm on the Aira Zero tariff?

Accepted Answer

The Aira Zero tariff optimisation primarily aims to reduce your energy bills by optimising your heat pump to heat your home and hot water when energy prices are lower and use stored heat and hot water during peak times when energy is more expensive, rather than necessarily lowering overall energy consumption.

By activating this optimisation, you can benefit from reduced costs on your energy bills even if your total energy usage remains the same, or even increases slightly.

Question 9

Why do I need a smart meter to get Aira Zero?

Accepted Answer

A smart meter is an intelligent measuring device that accurately tracks your electricity usage in real-time, enabling precise billing based on your consumption.

It is a requirement for the Aira Zero tariff as it allows us to monitor your electricity use across different pricing periods. If you don’t have a smart meter yet, don’t worry. One will be installed at no cost after you sign up for Aira Zero.

Question 10

I'm on the Aira Zero tariff and have questions about my electricity bill. What should I do?

Accepted Answer

If Octopus Energy is your electricity supplier, they can answer all your questions about your electricity bill. Contact them here.

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