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
We had some issues on our account which had caused stress and upset. One of the So Energy agents (Grace) has taken great care and attention in sorting the issue and discovered another issue which ende... See more
Company replied
I needed to contact customer support for something slightly urgent. I was connected to Grace swiftly who went above and beyond to help me with my request. They were very kind, understanding and made g... See more
Company replied
Rang first time & had difficulty understanding your adviser & then she cut me off! Rang back & got a lovely guy who was really helpful & completely understood what I was looking for. He completed my... 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.
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I’m not impressed by the failure to…
I’m not impressed by the failure to receive a set of registration documents I was promise when I. Spoke to a your operate. However agent Caroline came to my rescue sorted everything out, sent a net reg by email and sending a cost by post. All is well now (I hope) thanks to Caroline.
July 9, 2026
Reply from So Energy
Hi Frank,
We appreciate you sharing your experience. We are truly sorry to hear about the initial difficulty you faced with your registration documents. We are, however, very happy to learn that one of our agents was able to resolve everything for you. We are always working to improve our services and your feedback is invaluable.
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 spoke to a gentleman called Ahmed
I spoke to a gentleman called Ahmed, he was polite, patient and courteous.
He listened to my concerns and dealt with it in a professional manner.
It is refreshing to have someone who is knowledgeable and willing to sort through my situation. Well done So Energy.
July 10, 2026
Unprompted review
Reply from So Energy
Hi Michael,
We're delighted to hear about your positive experience with our team member. We appreciate you acknowledging their polite, patient, and courteous approach, and we're glad they handled your concerns professionally. It's wonderful to know you found them knowledgeable and 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,
Pat
So Energy Team
Reply from So Energy
Hi Kattia,
We are delighted to hear that we were able to respond quickly and resolve your issue efficiently. Thank you for 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
Amazing helpful customer service
June 22, 2026
Reply from So Energy
Hi Vikki ,
Thank you for your fantastic 5-star review!
We are so pleased to hear that you found our customer service helpful. We are always here to assist 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
Reply from So Energy
Hello Phil,
Thank you for leaving us a review. We appreciate you sharing your experience. We apologise for any inconvenience caused.
I have sent you an email about your query. Please respond to the email so that we can move towards a suitable resolution.
Kind regards
Duncan
So Energy team
Ive been with so energy for at least…
Ive been with so energy for at least three years or more. i looked up octopus energy for renewal and they couldn't beat my renewal, easy to log in and clear to see usage for duel fuel. I'm staying with so energy for the next twelve months, till the world settles down.... cant fault them top of my list and lets see what happens in 2027.
June 29, 2026
Reply from So Energy
Hi Mr. Lewis,
We truly appreciate you taking the time to share your positive experience with us. It's wonderful to hear that you've been a loyal customer for so long and that our service, especially the ease of logging in and clear usage visibility for dual fuel, continues to meet your expectations. We're committed to providing excellent service and are delighted to know we remain your top choice.
We look forward to continuing to serve 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
Appalling customer engagement & communications
Shocking communications style. Threatening to pass my details to debt collector.
I haven’t set up a direct debit as I prefer to pay for what I use Monthly. As soon as I receive an account update by email i pay in full and I have done that for the year I have been with them.
They never send a statement of account by email with a request to pay by a certain time. The first email I get is the threatening one.
I raised this as feedback and was promised a response in June. Nothing from them.
It’s a utility company. The only competitive difference they have is how they engage and communicate with their customers.
The way they are communicating with me is appalling and now looking to move supplier.
June 29, 2026
Unprompted review
Reply from So Energy
Hello Charles,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and understand how upsetting it can be to receive communications referring to debt collection when you've been making payments on your account.
We appreciate that you prefer to manage your account on a pay-on-receipt basis rather than by Direct Debit, and it's concerning to hear that you feel the communication you received did not clearly explain your balance or provide sufficient notice before escalation. We also apologise that the feedback you previously raised was not followed up as promised.
At So Energy, we strive to communicate with our customers in a clear, fair, and respectful manner, and we're disappointed to learn that we've fallen short of those expectations in your case. Your comments regarding billing notifications, payment reminders, and the tone of our communications are valuable, and we will ensure this feedback is shared with the relevant teams for review.
I've sent you an email discussing this further. If you could please review it would be greatly appreciated.
I look forward to hearing from you.
Kind Regards,
Jag.
So Energy Team.
Reply from So Energy
Hi Janet,
We are so happy to hear that you received all the help you needed! We truly appreciate you sharing your positive experience with us. We're always here to help if you require any further 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,
Pat
So Energy Team
Very helpful and patient
Very helpful and patient. met all my needs and answered all my questions. Thank You, Ezra!
July 10, 2026
Reply from So Energy
Hi Abigail,
We appreciate your 5-star review!
We're delighted to hear that our team was helpful and patient, meeting all your needs and answering all your questions. 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,
Pat
So Energy Team
Hassle Free Gas and Electric Supply
Statements are well structured and easy to understand. Competitive pricing
July 3, 2026
Reply from So Energy
Hi Stephen,,
We're happy to hear that our statements are easy to understand and our pricing is competitive. 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
Reply from So Energy
Hi David,
We appreciate your positive feedback and are delighted to hear that our service consistently meets your expectations for excellence and comprehensiveness. Thank you for your five-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.
Best regards,
Pat
So Energy Team
Reply from So Energy
Hi Jack,
We're so glad you had a great experience with us! We appreciate 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,
Pat
So Energy Team
I was selling my mum's house after the…
I was selling my mum's house after the passed away. We had tenants who chose SO Energy. No problems. However, once they left, I contacted SO Energy to explain that we weren't able to pay them the money we would then owe until the house was sold. We wanted to keep the power on until we sold the house. They were patient, but didn't ask us for proof that we couldn't pay, then suddenly I was sent to a debt collector. I had explained we were in the last part of selling the house and that I had proof. This has ruined my credit rating. So, yes, they were patient, but because we kept the power on, they ended up with money they wouldn't have had, had we cancelled them. All they had to do was aske for proof.
April 1, 2026
Reply from So Energy
Hello Sharon,
Thank you for taking the time to share your experience. First of all, we're very sorry to hear about the loss of your mum, and we appreciate that dealing with utility accounts during such a difficult time can add extra stress.
We’re sorry to learn that you felt your circumstances were not fully considered before your account was referred for debt collection. We understand that you had been in contact with us regarding the sale of the property and your intention to settle the balance once the sale had been completed. We can appreciate how frustrating it must have been to have offered supporting evidence and feel that it was not requested or taken into account.
We aim to work with customers who are experiencing financial difficulties and to communicate clearly about any actions that may be taken on an account. It's disappointing to hear that, in this case, your experience fell short of those expectations and has left you concerned about the impact on your credit file.
I have sent you an email letting you know the steps that I am taking to review this for you. If you could please read through the email and respond at the earliest opportunity, it'd be greatly appreciated.
Kind Regards,
Jag.
So Energy Team.
tried to renew tariff.
tried to renew tariff using the website. A little difficulty which SoEnergy immediately explained s a software problem.ontacted by phone and Successfully completed
July 10, 2026
Reply from So Energy
Hello Robert,
Thank you for leaving us a review. We appreciate you bringing this website issue to our attention. We understand it was frustrating to need a second step to renew your tariff.
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
No pressure to stay to stay ,good…
No pressure to stay to stay ,good website ,keeps you up to date .
July 3, 2026
Reply from So Energy
Hello Mrs Cording,
We're delighted to hear that our website keeps you well-informed and that you feel no pressure. Thank you for 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.
Kind Regards,
Jag.
So Energy Team.
Reply from So Energy
Hello Jon,
Thank you for your 5-star review! We're delighted to hear that you find our services helpful, simple, and easy to access for billing and other needs. 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.
Kind Regards,
Jag.
So Energy Team.
Staff at SO
Staff at SO
A female staff (Nat) very kind and understanding with my current situation.
She does have excellent customer service service skills. I’m very happy with her service delivery.
Bless her
July 10, 2026
Reply from So Energy
Hello Inderjit,
We appreciate your feedback and are delighted to hear about your positive experience. It's wonderful to know that our staff member provided such excellent and understanding service. We value 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.
Really helpful on the phone explaining…
Really helpful on the phone explaining current usage and options moving forwards.
Would recommend.
July 10, 2026
Reply from So Energy
Hello Paul,
We're so glad to hear that our team helped explain your usage and options. Your recommendation means a lot to 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.
Kind Regards,
Jag.
So Energy Team.
Great stuff
Great stuff. So glad I don't have to deal with amenities always had problems. Kept well informed, which is appreciated. Always looking for good deals for my benefit.
July 10, 2026
Reply from So Energy
Hello John,
We appreciate your positive feedback! We're glad to hear you're happy with our service and that you're kept well informed. It's great to know you find our deals beneficial.
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.
We’ve been with So Energy for some…
We’ve been with So Energy for some years now and we are generally happy to say things have run smoothly. However a recent glitch with their smart meter did take quite some time to be resolved but they did get there in the end.
June 18, 2026
Unprompted review
Reply from So Energy
Hello Dee,
We appreciate you sharing your experience and are glad to hear that things have generally run smoothly. We understand that the smart meter issue was frustrating, and we're pleased it was eventually resolved. 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.
Kind Regards,
Jag.
So Energy Team.
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