Never had a problem with So Energy, they always advise when my readings are required, never forced me into a Smart Meter also advised me when prices are changing etc. Just should have checked out thei... 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
My late father died back in February 2025 owing So energy money. So Energy were very understanding and respectful whilst waiting for probate etc never sending bills etc. I can't speak highly enou... See more
Company replied
Thando Hadebe called to discuss So Energy's offers on gas and electricity, We had an initial chat and the offer seemed favorable. Thando followed up his verbal offer with a detailed email... See more
Company replied
So Energy keeps me informed. I always know if my contract needs renewing, bills are clear and despite the fact that I normally hate only communicating online this has been quite pain free. Prices al... 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
30K 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.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
So Energy's efficiency
So Energy were efficient in dealing with my request by resolving the issue that concerned my account.
In particular, I would like to mention So Energy's customer service advisor, namely Keerthi who was instrumental in resolving the issue.
July 13, 2026
Unprompted review
Reply from So Energy
Hi,
We appreciate your 5-star review!
We're happy to hear that your request was dealt with efficiently and that our customer service advisor was instrumental in resolving the issue with your account.
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
SO Solar panel installation - Would recommend!!
We opted for SO Energy because we’ve been with them for several years and got good rates!
From getting our quotation through to installation completion everything went to plan.
Jo who arranged our quotes, Sagar who handled our installation, Tomas the surveyor and battery installer and Kevin & Tony who installed our panels in very hot weather only ever treated us with courtesy and professionalism.
July 14, 2026
Unprompted review
Reply from So Energy
Hi Jane,
We're so pleased to hear about your positive experience, from the initial quote to the final installation. It's wonderful that everything went smoothly and that our team provided you with such professional and courteous service throughout the process. We truly appreciate your continued 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,
Pat
So Energy Team
Ripped off by scum
⁹Being paying gas and electric every month and was £469 in credit. But yet they still increased my dirext debit and when i emailed telling them not to i got ignored i have ssnt them meter readings every month and they have gone by estimated not my reading and now they have lowered my in credit to £170 thats £300 ruffly and when i complained i got refused a refund of my credit we said we would cancel and they said they give us a fee and now someone is looking into it and some is getting back im touch in 2 working days ... apparently!!
July 14, 2026
Unprompted review
Reply from So Energy
Hello Colin,
Thank you for leaving us a review. We understand your frustration with the situation and apologise for the inconvenience caused. We value your feedback and will use it to improve our processes. We appreciate you bringing this to our attention; however, we requested your information so that we can identify your account and further investigate your concerns but you haven't provided the required information.
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
Duncan
So Energy team
Do not trust this company
Do not trust this company - lied to me and overcharged me by 350+
July 14, 2026
Unprompted review
Reply from So Energy
Hello Mark,
Thank you for leaving us a review. We are concerned to hear about your experience with being overcharged. We are committed to fair pricing and clear communication.
A member of our team has reached out to you today via email and call to help resolve your query, please respond to the email so that we can move towards a suitable resolution.
Kind regards
Duncan
So Energy team
Sinovuyo was really helpful
Sinovuyo was really helpful, gave measured and sensible advice and was friendly and professional, explaining everything clearly.
July 14, 2026
Unprompted review
Reply from So Energy
Hi Sinovuyo,
We appreciate your positive feedback!
We're delighted to hear that our team member was helpful, provided sensible advice, and explained everything clearly in a friendly and professional manner.
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
Easy to deal with.
June 23, 2026
Reply from So Energy
Hi Bryan,
We're happy to hear that we made things easy for you. 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,
Pat
So Energy Team
Bad service from So energy and follow up on my last comment
1. First of all, I cannot recommend So Energy based on my experience.
My smart meter failed to provide accurate readings for approximately four to five months, which resulted in repeated estimated bills and inaccurate charges. During this time, my account also showed an unexplained outstanding balance, even though my previous bills had already been paid. To this day, no one has provided any explanation of how this balance was created.
I formally raised a complaint on 20 June and have since sent more than ten follow-up emails. I have also called Customer Services several times to request updates. Despite all of this, my billing dispute has still not been properly investigated, and I have received little meaningful communication.
Only after I posted my first Trustpilot review did So Energy assign a complaint handler. However, after the initial response, there were again long periods without updates, and my complaint was apparently closed without my agreement, even though the issues remained unresolved.
Because of this experience, I decided to switch to another energy supplier, Octopus Energy. However, my switch has now been rejected because So Energy claims I have an outstanding balance. The problem is that this balance is the very subject of my unresolved billing dispute. I have repeatedly made it clear that I am willing to pay any amount that is genuinely owed once my bills have been correctly recalculated and the disputed charges have been properly investigated. Instead of investigating the dispute, So Energy has prevented me from switching suppliers. This is completely unacceptable.
I have now decided to escalate my complaint to the Energy Ombudsman. I hope no other customer has to go through the same experience.I cannot recommend So Energy based on my experience.
2.
Following up my last comment. Thank you for your response, Max. Unfortunately, after you told me that you had personally raised my complaint and would be my dedicated point of contact, I received almost no further communication from you. I replied to your email in detail, explaining the outstanding billing issues and providing further evidence. I also contacted Customer Services several times and asked them to leave notes requesting that you either call me or respond to my emails. Despite this, I received no meaningful update and no investigation outcome. Even more concerning, my complaint appears to have been closed without my knowledge or consent, despite the fact that neither of the two issues I originally raised has been resolved. My complaint has always consisted of two separate issues:
• A smart meter that failed to send readings for several months.
• A billing dispute, including unexplained charges and incorrect account balances.
Neither issue has been fully investigated or resolved, and I have never agreed to close this complaint. I am extremely disappointed by the way So Energy has handled this matter.
———————————————————
Since I can’t reply to Laurence, so I will reply here ( update my comment)
Hi Laurence,
Thank you for your response.
The reason I have decided to escalate my complaint is not because I am unwilling to work with So Energy. It is because, despite my repeated efforts, I have been unable to obtain any meaningful response or investigation into my billing dispute.
As you suggested, I have repeatedly attempted to communicate with my assigned case handler, Max. I replied to his email in detail, sent multiple follow-up emails, and contacted Customer Services several times asking them to leave notes requesting that he call or email me. Unfortunately, I have received no substantive response, no investigation findings, and no update regarding my billing disputes.
I have always been willing to resolve this matter. I have consistently stated that I am willing to pay any amount that is genuinely owed once my bills have been correctly recalculated and the disputed charges have been properly investigated. However, instead of receiving an investigation, I have been left waiting for several weeks without any meaningful progress.
To make matters worse, my attempt to switch to another energy supplier has now been rejected because of the very outstanding balance that is currently under dispute. This has had a direct impact on me and is one of the reasons I have decided to refer the matter to the Energy Ombudsman.
I would still welcome a proper investigation and a fair resolution from So Energy. However, after exhausting every reasonable opportunity to resolve this directly—including numerous emails, telephone calls, and formal complaints, I believe independent review is now the only appropriate next step.
If SO energy really cares about customers, please help solve this issue. Thanks
July 14, 2026
Unprompted review
Reply from So Energy
Hi Choya,
We're sorry you felt the need to escalate this to the ombudsman. Please discuss your complaint with your case handler unless you want to work out a resolution with the agent you've been speaking to.
Kind Regards,
Laurence
So Energy Team
I phoned about off peak cheaper…
I phoned about off peak cheaper electricity and I was told that my current tariff is very reasonable all the time so that made life a lot easier. Thank you
July 6, 2026
Reply from So Energy
Hi Marilyn,
Thank you for your 5-star review!
We're delighted to hear that our team was able to provide helpful information regarding your current tariff, making things easier for you. 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,
Pat
So Energy Team
Awful
Awful! Raised a complaint because they kept telling me they couldn’t see my meter readings despite having a smart meter, then said they do get meter readings. I’m being grossly overcharged and given constant incorrect information.
Tried to call me 3 times even though I’ve made it clear I can’t accept calls at work so email is my preference. Tried calling again then closed my complaint because of “no response” even though I’ve sent multiple emails! Absolutely awful company and I can’t wait to switch from them!!!!
July 14, 2026
Unprompted review
Reply from So Energy
Hello,
Thank you for taking the time to share your feedback. We are truly sorry to hear about the frustrating experience you've had with your meter readings and the handling of your complaint. We understand how concerning it is to receive inconsistent information and feel overcharged, especially when you have a smart meter.
We also sincerely apologise for the repeated phone calls despite your clear preference for email communication, and for your complaint being closed without resolution. This is certainly not the level of service we aim to provide.
I can confirm a member of our team has sent you an email with the details of your query, please respond to the email to move towards a suitable resolution.
Kind regards
Duncan
So Energy team
Gary was polite
Gary was polite , good listener, very friendly. Overally very good customer care . Termination of contract made easy and smooth.
July 14, 2026
Unprompted review
Reply from So Energy
Hi Grace,
We appreciate your five-star review! We're happy to hear that our service was polite, a good listener, and very friendly. We're glad we could provide very good customer care and make the termination of your contract easy and smooth.
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
Trying to pick a fixed rate tariff
Trying to pick a fixed rate tariff in these turbulent times is not easy but SoEnergy make it as strait forward and helpful as they can
July 13, 2026
Reply from So Energy
Hi Chris,
We appreciate your feedback and understand that choosing a fixed-rate tariff can be challenging right now. We are glad we could make the process straightforward and helpful 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,
Pat
So Energy Team
very cooperative and very accomodative…
very cooperative and very accomodative , the best serivce provider
December 3, 2025
Reply from So Energy
Hi Pir,
We appreciate your wonderful feedback and 5-star rating!
We are so pleased to hear that you found our service cooperative and accommodating. Thank you for considering us the best service provider.
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
The agent was very very helpful
The agent was very very helpful. He managed to acquire me a much better tariff with you after I was offered a good deal with Switch Together.
July 14, 2026
Reply from So Energy
Hi Marian ,
We're so pleased to hear that our team was very helpful and managed to secure a much better tariff for you. It's wonderful to know you're happy with the outcome.
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 Anne,
We appreciate your positive feedback and are delighted you found it easy to get in touch and navigate our website. 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,
Pat
So Energy Team
My first review
I have not experienced any problems so far. Everything is well explained. Money bills are easy to understand. Prices are competitive and fair. Good options for setting fixed rates. It would be nice though to be able to speak to a human rather than a prompted 'helpline' at times.
July 14, 2026
Reply from So Energy
Hi Phil,
Thank you for your positive feedback!
We're glad to hear that you find our explanations clear, bills easy to understand, and prices competitive. We appreciate your suggestion to speak with a human on our helpline and will consider it as we continue working to improve our customer 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,
Pat
So Energy Team
Reply from So Energy
Hi Mayrose,
Thank you for the 5-star review!
We appreicate your kind words, and we will continue to provide excellent service to our customers.
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
Sean at customer services resolved my…
Sean at customer services resolved my issue in a friendly and professional manner .. very unusual for a large company !!
Many thanks.
July 13, 2026
Reply from So Energy
Hi Mr.Walsh,
We are delighted to hear that your issue was resolved in such a friendly and professional manner. We strive to provide excellent service, and it's wonderful to know we achieved that 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,
Pat
So Energy Team
Very good price
Been with so energy a couple of months now I find them very customer friendly and if the find you don’t use as much as first stated they will reduce it strait away
they do the meter readings which is so good also on export as well now and they take the readings very happy so far
July 13, 2026
Reply from So Energy
Hi Alan,
We appreciate your 5-star review!
We're delighted to hear you find our customer service friendly and that we proactively adjust your payments. It's great to know you're happy with our meter reading service for both import and export.
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 Stevie,
Thank you for the 5-star review!
We appreicate your kind words, and we will continue to provide excellent service to our customers.
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 Csaba-Antal,
We're so happy to hear that you're pleased with our service! Thank you for sharing your positive feedback; we truly appreciate it.
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
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