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
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This company invites their customers to review, whether positive or negative
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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
Simple to do
June 1, 2026
Reply from So Energy
Hello Carol,
We are happy to hear that our processes are straightforward for you.
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.
Easy to renew and change your Tariff
We had an email reminder about our contract, which made us go back into our account and renew and change our contract and tariff, thank you!
March 17, 2026
Reply from So Energy
Hi Diane,
We are so glad our email reminder was helpful in allowing you to manage your contract and tariff. Thank you for 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
I was very annoyed I couldn't find how…
I was very annoyed I couldn't find how to get someone to talk to on the phone as I'm not very good on the internet and I still don't know if I've done the right thing.
May 30, 2026
Reply from So Energy
Hello Moira,
Thank you for taking the time to leave your review, and we’re really sorry to hear about your experience. We understand how frustrating it can be when you’re trying to get help and can’t easily find a way to speak to someone directly, especially if using online services isn’t your preferred option.
At So Energy, we aim to make managing your account as simple as possible, but we recognise that this isn’t the same for everyone. Your feedback is really important and highlights where we need to improve, particularly in making our contact options clearer and more accessible.
We’d really like to put your mind at ease and make sure everything has been done correctly on your account.
I've sent you an email asking you for a preferred time for a telephone call. If you could please review and respond at the earliest opportunity available, it would be very much appreciated.
Kind Regards,
Jag.
So Energy Team.
Been with So Energy for over six years
Been with So Energy for over six years. I find them straightforward and easy to deal with. Information is presented in a timely and clear manner. I trust them.
May 31, 2026
Reply from So Energy
Hi Rod,
We truly appreciate your 5-star review! We're delighted to know you've been with us for six years and find us straightforward. We're glad our information is clear and timely.
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
Recently renewed my account
Recently renewed my account. Competitive rate and easy upgrade path to Green energy.
May 30, 2026
Reply from So Energy
Hi Customer,
We're happy to hear you found our rates competitive and the green energy upgrade path easy. Thank you for your positive 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 Peter,
We appreciate your positive 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 Linda Gilham,
We're happy to hear everything was straightforward for you. 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
I struggled to understand what the…
I struggled to understand what the person was saying but understood after she sent me an email
May 30, 2026
Reply from So Energy
Hello Mrs Maxwell,
Thank you for your review. We’re sorry to hear that you initially found it difficult to understand the conversation. It’s really important to us that our communication is clear and easy to follow.
Thank you for speaking to me over the phone this afternoon. I'm glad to hear that everything has been resolved for you and the renewal was processed correctly.
Please do let us know if there is anything else we can do to help.
Kind Regards,
Jag.
So Energy Team.
6 weeks of total incompetence, a stalled renovation project, and a shameless £160 charge for a failed job!
Avoid So Energy if you are doing a renovation. I spent 6 WEEKS proactively working with them to move my electricity meter from inside to outside. I provided full scopes, dimension metrics, and clear site photos. Anyone with basic, entry-level training in energy assets knows this requires DNO (SSEN) coordination.
Instead, So Energy totally ignored my documentation, failed to guide me that I need work with the network, and sent a standard engineer on May 26th who couldn't touch the system. Result? My entire construction timeline has ground to a halt, costing me material builder downtime.
To add absolute insult to injury, they have shamelessly slapped a £160 meter move charge onto my bill for a job they completely failed to do! Their customer service is an uncontactable black hole—they have literally deactivated their direct complaints email aliases to hide from customers.
Account: 01553901. I demand a Senior Operations Manager picks up the phone and calls me directly today to coordinate with SSEN, credit back the fraudulent £160 charge, and sort this disaster out. Citizens Advice and the Extra Help Unit are now officially involved.
May 26, 2026
Unprompted review
Reply from So Energy
Hello Rajwinder,
We’re very sorry to hear about your experience and the impact this has had on your renovation project. We fully appreciate how important timelines are in this situation, and we regret the frustration and disruption caused.
To clarify, meter relocations can vary in complexity. Where a move is within 80cm of the existing position, this can typically be carried out without the involvement of the Distribution Network Operator (in your case, SSEN).
However, where the relocation exceeds 80cm, the DNO must be involved, as the work extends beyond the scope of what a supplier engineer can complete. We’re sorry if this distinction was not clearly communicated to you earlier in the process.
You can find out more in the link below:
https://justsoyouknow.so.energy/posts/2110573-our-metering-services-and-charges-listed
Regarding the failed appointment, we recognise how disappointing this must have been, particularly after the information you had already provided. This is not the experience we aim to deliver, and your feedback has been shared internally.
In relation to the £160 charge, this was outlined and agreed to in the email communication sent to you before the appointment.
That said, we understand your concerns and, as advised, we have sent you a follow-up email to discuss this matter further and review your case in more detail.
We can confirm your case has been escalated internally, and we are continuing to work towards a resolution. Please do refer to our latest email, and we will ensure we support you through the next steps.
Kind Regards,
Jag.
So Energy Team.
Helpful staff
Helpful staff. Now having the meters checked as they haven’t been communicating with your company.
I’ve now changed tariff.
Great company.
May 23, 2026
Reply from So Energy
Hi Anthony Ayres,
We're so glad to hear our staff was helpful and that you find us a great company! We appreciate you letting us know about the meters and your tariff change.
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 good service
I've always found SO Energy to be helpful, polite and professional.
I had a few problems with my new Smart metre. Had to have 3 before one worked & it was a long time coming but now all seems well. And theres the beauty of not having to read my metre myself, which is great!
May 30, 2026
Reply from So Energy
Hi Geraldine,
We're glad to hear you've consistently found our team helpful and professional. We appreciate your patience while we resolved the smart meter issue, and we're pleased it's now working well for you.
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
Been with So Energy for a long time
Been with So Energy for a long time. Always get a good deal for both gas & electricity. Statements every month helps you keep everything in control
May 23, 2026
Reply from So Energy
Hi Liz,
We're so glad to hear you've had such a positive experience with us over a long time. We appreciate your kind words about our deals and monthly statements.
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 there EM,
Thank you for taking the time to leave us a 5* Trustpilot review.
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 had issues and my issues were heard…
I had issues and my issues were heard by a manager and to my suprise that got in touch with me so i hope change will happen
May 28, 2026
Unprompted review
Reply from So Energy
Hi Peter Clarke,
We're glad to hear a manager addressed your concerns directly. We value your feedback and are committed to making positive changes. Thank you for sharing your 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
Changing to a fixed tariff was easy!
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 smart meter if I changed tariff. Easy to understand welcome pack received promptly by email with all the relevant customer service contacts for any issues arising. I have been supplied by So Energy for many years no complaints, excellent service, prompt meter reading reminders. Thank you.
May 29, 2026
Reply from So Energy
Hi Alan,
We're delighted to hear that you found our fixed tariff information clear and easy to compare. It's great to know that our welcome pack was helpful and that you've experienced excellent service over the years, including prompt meter reading reminders. 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
Worn out with energy issues
Usual things price, find l do have to seriously consider energy on a day to day basis .pensioner cost of living is a way of life eat or keep warm
May 27, 2026
Reply from So Energy
Hi Colin,
Thank you for taking the time to leave us a review. We are sorry to hear if you have had a negative experience regarding pricing.
I have reviewed your account and have sent you an email with an update addressing your concerns.
Kindly review and respond to my email at your convenience so that I may be able to assist you further.
Kind regards
Max
So Energy Team
Despite the complexity of choosing a…
Despite the complexity of choosing a supplier and tarif the SoEnergy switching process, for existing customers, is straightforward.
May 29, 2026
Reply from So Energy
Hi John,
We're happy to hear that our switching process was straightforward for you. We appreciate your positive feedback and thank you for sharing your 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
Clear and concise talking to me as a…
Clear and concise talking to me as a new client. Hope my expectations are not dashed.
May 29, 2026
Reply from So Energy
Hi Pete,
We're glad our communication was clear. We're confident we'll meet your expectations and look forward to working with you!
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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