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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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.
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.
23 May 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!
30 May 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
23 May 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
28 May 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.
29 May 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
27 May 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.
29 May 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.
29 May 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
The call handler went out of his way to…
The call handler went out of his way to fix the problem. Very understanding. Well Done!
29 May 2026
Reply from So Energy
Hi Pat,
We're so glad to hear our team member provided such understanding and helpful service. 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
A very informative person who helped me…
A very informative person who helped me with my smart meter readings. Thank you again to So Energy & it's team. 👍
29 May 2026
Reply from So Energy
Hi Andrew,
We appreciate your positive feedback! We're glad our team could assist you with your smart meter readings. 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
Automated answering service not working correctly.
Difficulty trying to speak to an agent by phone. Despite me phoning five times the automated voice did not accept my details and said they were incorrect. THEY WERE NOT. Someone needs to sort this out and quickly.
I eventually spoke to a nice lady by answering NO to all the automated questions. She was very helpful and I was later able to make a reasoned decision.
29 May 2026
Reply from So Energy
Good afternoon Peter,
Thank you for taking the time to leave us a Trustpilot review. We are sorry to hear if you have had a negative experience.
I have reviewed your concerns and have sent you an email with an update regarding your account. 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
Don't use this company
Nobody bothers to answer the phone. When my mother died I was still receiving emails with her name on it and I wouldn't touch this company with a barge poll. The staff were the most insensitive people I have ever come across
29 May 2026
Unprompted review
Reply from So Energy
Hi Karen,
Firstly, we’re very sorry for your loss. We can only imagine how difficult this time has been for you, and we’re truly sorry that your experience with us added to that distress.
We’re extremely concerned to hear about the issues you’ve raised. Receiving communications in your mother’s name after informing us, as well as feeling that our team were insensitive, is not the level of care or respect we aim to provide especially in such sensitive circumstances. We also understand how frustrating it must have been not to be able to get through on the phone when you needed support.
Please be assured that your feedback is being taken very seriously. We would really like the opportunity to look into what happened and make things right for you.
If you’re willing, please contact us directly or send us a private message with your account details so we can investigate this fully and support you properly.
Kind regards
Max
So Energy Team
No problem at all with this company. 😉👍
No problem at all I’m SO happy with this company. 👍
29 May 2026
Reply from So Energy
Hello Fred,
We're so happy to hear you're pleased with us! Thank you for the 5-star 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.
Kind Regards,
Jag.
So Energy Team.
Poor customer service - apologised and acted upon
As a potential customer, I was unable to speak to a human because I was required to provide an existing account number before I could be connected. After venting my frustration on this website, I quickly received email from Jagvir, part of the SO Energy Resolutions Team. He apologised and confirmed that my complaint had been escalated to the management. He also followed up today 01 June with a phone call, explaining that several factors had contributed to my experience, and reiterating that management was aware, inviting me to contact him direct should the experience be repeated. Independently, I made a call to SO Energy, although no agent was readily available, I was able to request and receive a call-back without undue problems.
In the light of the above, I have deleted my earlier review, substituting this in its place.
29 May 2026
Unprompted review
Reply from So Energy
Hello Dee,
Thank you for taking the time to leave your feedback, and we’re really sorry to hear about the experience you had when trying to contact us.
We completely understand how frustrating this must have been, especially when you were genuinely interested in joining So Energy.
Our phone and chat systems are designed to help direct customers to the right support quickly, but in your case, it’s clear they created unnecessary barriers instead of helping you speak with someone directly.
We truly appreciate you highlighting this, as feedback like yours helps us identify where we need to improve the experience for new customers who are looking to switch to us. We never want anyone to feel ignored or stuck in a loop when trying to get support.
I've sent you an email. If you could please have a read through and respond at the earliest opportunity available. It'll be very much appreciated.
Kind Regards,
Jag.
So Energy Team.
Reply from So Energy
Hello Aldo,
We are so happy to hear you are pleased with our energy. 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.
Kind Regards,
Jag.
So Energy Team.
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