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
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Review summary
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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 efficient polite and got it sorted…
Very efficient polite and got it sorted for me quickly
24 May 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.
1 June 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.
18 May 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?
1 June 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
1 June 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,
25 May 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
1 June 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
1 June 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
1 June 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
1 June 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!
17 March 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.
30 May 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.
31 May 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.
30 May 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
30 May 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.
26 May 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.
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