The misunderstanding was resolved quickly and professionally by the agent Michael. He was very helpful and sympathetic understanding all I said and asked for. I will be happy if I speak again with h... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The information on fixed tariffs was easy to locate and gave all the information on the tariffs offered in an easy, understandable way for comparison. So Energy also did not co-erce me into having a... See more
Company replied
I have been with So Energy for my dual fuel supply and overall I’m very happy with the service. Their prices are competitive, billing is clear, and customer service has been helpful whenever I neede... See more
Company replied
I’ve been with So Energy for a few years and they are the best energy company I’ve used. Their customer service team are really helpful and always respond quickly. The pricing is competitive and their... See more
Company replied
Company details
- Electric Utility Company
- Energy Supplier
- Fuel Supplier
- Gas Company
- Green Energy Supplier
- Solar Energy Company
Contact info
Studio 2, Power Road Studios, 114 Power Road, W4 5PY, London, United Kingdom
- 0330 111 5050
- help@so.energy
- so.energy
4.5
Excellent
29K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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I'm just moving to this company and…
I'm just moving to this company and needed clarification on whether a smart meter was required. Young man I spoke to was very helpful.
June 2, 2026
Reply from So Energy
Hi Alan,
We are so pleased to hear our team provided helpful clarification during your move. Thank you for sharing your positive experience with us!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Reply from So Energy
Hi Jack,
We appreciate your feedback. We are happy our team was helpful and resolved your issue promptly.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Reply from So Energy
Hi Jessica,
We're glad our communications were clear and informative from the start. Thank you for your kind words!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Azhar was very helpful and attentive
Azhar was very helpful in getting me into my account, he stayed on the phone with me until I was able to get back in. He was very helpful and attentive.
June 2, 2026
Reply from So Energy
Hi Tania,
We're so glad to hear our team member was helpful and attentive in assisting you with your account access. We appreciate you sharing your positive experience.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Billing query resolved in minutes!
Called with a billing query which Virender resolved quickly, the whole process was straightforward and easy, thank you!
June 2, 2026
Unprompted review
Reply from So Energy
Hi SH,
We appreciate your positive feedback! We're happy to hear your billing query was resolved quickly and the process was straightforward. We're always here to help!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Good rate and simple to renew.
June 2, 2026
Reply from So Energy
Hi Anon.,
We're happy your renewal was easy and the rate good! Thank you for your feedback.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Reply from So Energy
Hi Monica,
We appreciate your feedback. We're glad our information was accessible and our staff helpful.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
It was easy to renew my account
It was easy to renew my account .The offer was straight forward, but although not the cheapest it was within touching distance of the competitors
May 20, 2026
Reply from So Energy
Hello Jenny,
We are happy to hear that renewing your account was easy and the offer was straightforward. We appreciate your feedback on our pricing.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Kind Regards,
Jag.
So Energy Team.
After a very long time
After a very long
trying to communicate with very slow A I robot I managed to speak to a human (Gary) who was most helpful and explained my problem and gave me the answer I was looking for.
As far the survey at the end of the call gave up after the same question was asked five times if you must use AI you should make sure it is fit for purpose
June 1, 2026
Unprompted review
Reply from So Energy
Hi Robert,
We appreciate your feedback and are glad to hear that our team member was able to assist you effectively. We are always working to improve our AI systems and survey processes to ensure a smoother experience for everyone.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Very efficient polite and got it sorted…
Very efficient polite and got it sorted for me quickly
May 24, 2026
Reply from So Energy
Hi Jean,
We appreciate your positive feedback! We are glad we could provide efficient and quick assistance.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Mr Gary
Despite my weak English, my experience as a user of So Energy makes me admit that the employees treated me with extreme kindness, patience, and respect, especially Mr. Gary. Honestly, there are no words to describe his classy treatment of me.
June 1, 2026
Unprompted review
Reply from So Energy
Hi Imadeldin,
We are so happy to hear about your positive experience with us. We always aim to provide kind, patient, and respectful service to all our customers. Thank you for your wonderful feedback!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Unfortunately cannot score a zero
Unfortunately cannot score a zero. During May rather than 1 direct debit, So Energy deducted 3 separate payments from my bank account. These were completely unsolicited without notification and they are refusing to make a refund … AVOID!
"Monthly" direct debits were taken on 1st May, 15th May and 18th May all for various amounts without notification.
May 18, 2026
Unprompted review
Reply from So Energy
Hi Sbbaggies,
Thank you for taking the time to leave us a Trustpilot review. We are sorry to hear if you have had a negative experience and would like to address your concerns.
I have investigated your account and have sent you an update via email. Kindly review and respond to my email at your convenience so that I may be able to assist you further.
I look forward to hearing from you.
Kind regards
Max
So Energy Team
Up until now always been very happy…
Up until now always been very happy with SO energy. Easy to use web site and reasonable tariffs. However, they contact you incessantly about smart meters. So I gave in, rearranged my life and stayed in to await an engineer. No engineer turned up. After several phone calls well after they were due to have been and gone, (to fitting company, never managed to get SO to answer the phone) I declined the option to stay in for a full 12 hours to receive the rushed engineer who should have been there in the morning. I had commitments later in the day. They insist on using AES who are hopeless. I complained on 27th April and got a reply on the 12th May simply saying sorry and telling me to rebook. I asked some follow-up questions about re-booking to which there has been zero reply. It's now June. Customer service seems to have gone from great to zero unfortunately. If you want people to have smart meters you need to make it achievable and don't think you can waste your customers time. All you had to do was say you would arrange another fitting and make my missed one first of the day so I did not waste more time. As it is why would I bother to simply repeat the same poor experience?
June 1, 2026
Unprompted review
Reply from So Energy
Hi,
Thank you for taking the time to share your feedback.
I am sorry to hear about your experience regarding the smart meter appointment and the delays you have encountered in receiving a response to your follow-up questions. I appreciate how frustrating it must have been to arrange your day around the appointment, only for the engineer not to arrive as expected.
I understand your concerns regarding the appointment process and the lack of communication that followed. We certainly do not want our customers to feel that their time is being wasted, and I appreciate you bringing this to our attention.
I can confirm that I have raised and liaised this today with the agent who is currently handling your complaint. They have advised that they will continue working on the matter, review the concerns you have raised, and provide a resolution as soon as possible.
Thank you for your patience while this is being investigated. We value your feedback and will use it to help improve our service going forward.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Pat
So Energy Team
Reply from So Energy
Hi Cath,
We appreciate your five-star review! We're happy to hear that our service was helpful and that your call was answered quickly. We're glad you've had a problem-free experience since joining us.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Gary was very helpful and ,the phone…
Gary was very helpful and ,the phone was answered quickly so I was satisfied with help given. I have never had a problem since joining SO ENERGY
June 1, 2026
Unprompted review
Reply from So Energy
Hi Priscilla,
We appreciate your five-star review! We're happy to hear that our service was helpful and that your call was answered quickly. We're glad you've had a problem-free experience since joining us.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
I haven’t had any problems.
I haven’t had any problems with this Company and when I’m renewing my contract I can just ring them, or do it online,
May 25, 2026
Reply from So Energy
Hi Beryl,
We're happy to hear you've had such a positive experience with us and find our renewal process convenient! Thank you for your kind words.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Reply from So Energy
Hi Harry,
We're happy to hear your problem was sorted quickly! We appreciate your kind feedback.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
Wrong to make smart meters mandatory…
Wrong to make smart meters mandatory for cheapest tariff
June 1, 2026
Reply from So Energy
Hello Chris,
Thank you for leaving us a review. We appreciate your feedback regarding smart meters. We would like to confirm that smart meters are not mandatory for cheaper tariffs. However, we encourage customers to install smart meters so that we can accurately generate billing statements based on actual readings and usage.
I have sent you an email with the details of your query, please respond to the email so that we can move towards a suitable resolution.
Kind regards
Duncan
So Energy team
very poor customer service
very poor customer service
due to this went with octopus you get much more with them
June 1, 2026
Unprompted review
Reply from So Energy
Hi Mr. Ashraf,
We appreciate your feedback.
I understand that your experience with our customer service did not meet your expectations and that this contributed to your decision to switch suppliers. We understand how important it is to receive timely and effective support.
I have attempted to contact you by phone today and left a voicemail. I have also sent you an email so that we can better understand your concerns and discuss your experience in more detail. We value all customer feedback, as it helps us identify areas where we can improve our service. I appreciate you bringing this to our attention and hope to hear from you soon.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Pat
So Energy Team
I have been a customar for a year now…
I have been a customar for a year now and have had no problems over that time I hope it continues
June 1, 2026
Reply from So Energy
Hi Tom,
We are so glad to hear you've had a consistently positive experience with us over the past year. We truly appreciate your loyalty!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Max
So Energy Team
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