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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
- #14 of 28 best companies in Electric utility company
- #18 of 39 best companies in Energy supplier
- #16 of 25 best companies in Fuel supplier
- #21 of 29 best companies in Gas company
- #24 of 39 best companies in Green energy supplier
- #38 of 50 best companies in 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
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.
Easy and quick.
27 May 2026
Reply from So Energy
Hello Julie,
We're glad you enjoyed your experience. 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.
Kind Regards,
Jag.
So Energy Team.
Customer service via the chat resolved…
Customer service via the chat resolved my query. Thank you.
20 May 2026
Reply from So Energy
Hello Helen,
We're happy our chat service resolved your query. Thank you for your positive feedback; we 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.
Smart meters
I am happy to have a smart meter which means I don't have to keep submitting meter readings. This is how power supplies should be operated.
27 May 2026
Reply from So Energy
Hello Lesley,
We're so glad to hear you're happy with your smart meter and appreciate you sharing your positive experience. We agree that convenience is key!
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 Irene,
We appreciate your positive feedback. We are happy to hear you received good service. Thank 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 change Tariff
I pay monthly and they let me change tariff via email. (I do not want a Direct Debit) My querry was answered straight away and changed my tariff to the one I wanted. Thankyou so much. Highly Recommended.
20 May 2026
Reply from So Energy
Hello Glen,
We're so happy to hear that we could assist you quickly and efficiently with your tariff change via email. We appreciate your positive feedback and recommendation!
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 Norma,
We appreciate your feedback. We are glad to know you chose to stay with 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.
So very easy to access information
So very easy to access information. Today I started a new tarif and as I understand it, earned £50
27 May 2026
Reply from So Energy
Hello Gill,
We're so glad you found the information easy to access and that you're enjoying your new tariff. Thank you for sharing your positive experience with 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.
Easy to renew
Easy to renew, however disappointed that I’m over £600 a year more this time after being advised to put my payments down in April the monthly payment has now increased significantly. I did reduce my payment a little but left my credit balance as a buffer for winter considering the increase in prices. Will see how it pans out before deciding if I’ll renew again next year.
20 May 2026
Reply from So Energy
Hello Customer,
We appreciate you sharing your experience with us. We understand your disappointment regarding the significant increase in your monthly payments, especially after adjusting your payments previously. We acknowledge your concerns about the price changes and will certainly consider your feedback as we review our processes.
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.
Yet more threats.
Yet more threats.
I have debt, I have been paying regular amounts in top of my bill, by card for some time now, which the company are fully aware of. I made it clear that I will only pay what is affordable which I never miss.
I then renewed on a tariff at £79 a month by direct debit, for them to adjust it to £375 within a week, as they did last year which I complained about.
"You must set up a direct debit"
I don't have to do anything. You do however have legal responsibilities when it comes to debts which you do not adhere to. You DID overcharge me by £3000 for years. You do continue to increase my costs in the winter with the excuse of "heating" which I have never used in the last 5 years of living here.
Con artists. Each new letter/text = new review
I'll provide trust pilot with the evidence each time, you cannot silence the customers you take advantage of.
Ironically, they sent a letter saying I was on a priority list due to my disability. While they harass me needlessly while I keep to the agreement that was made previously.
27 May 2026
Unprompted review
Reply from So Energy
Hello Joe,
Thank you for your review. We’re sorry to hear that you feel frustrated with your experience, and we’d like to clarify a few important points.
Firstly, regarding Direct Debits, we are required under Ofgem regulations to review Direct Debit payments at least twice a year. These reviews are based on account balance, usage, and projections to ensure accounts do not fall significantly into debt or build excessive credit. As a result, payment amounts can increase or decrease following these reviews.
We always provide customers 10 days' notice when a review is conducted, and if they want to keep the payments as they are, they would need to contact us, and we can keep the payments the same.
In relation to your tariff, while you may be on a fixed-rate tariff, this only means the unit price of energy and standing charges are fixed for the duration of the agreement. It does not mean that your monthly payments are fixed.
Your Direct Debit amount is based on estimated annual consumption and account balance, and it may be adjusted if there is a shortfall or increased usage, particularly during winter months when energy demand is typically higher across households.
We understand you’ve been making additional payments, and we do appreciate customers who actively manage their accounts. However, maintaining an appropriate Direct Debit is part of ensuring the account remains in line with usage and avoids further debt accumulation.
We’re also concerned to hear your comments regarding your Priority Services registration. Please be assured this is in place to provide additional support, not to cause distress. If you feel this has not been handled appropriately, we are keen to investigate this further.
We would welcome the opportunity to review your account in detail, including billing history and previous concerns you’ve raised, to ensure everything has been applied correctly and to help reach a manageable solution going forward.
I have sent you an email regarding this. If you could please respond at the earliest opportunity, it would be very much appreciated.
Kind Regards,
Jag.
So Energy Team.
The online process was poor, telephone service was okay.
The online process to renew/select a new tariff did not work as one would like, so I had to telephone, but once I got through, I was able to do it okay.
27 May 2026
Reply from So Energy
Hello Paul,
We appreciate you sharing your experience with the online tariff renewal process. We are sorry it wasn't smooth and required a call. We are glad our team could 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.
Kind Regards,
Jag.
So Energy Team.
First class service
The gentleman explained everything thoroughly and was extremely helpful
27 May 2026
Unprompted review
Reply from So Energy
Hello Tessa,
We appreciate your five-star review! We're happy to hear our team member explained everything thoroughly and was extremely 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.
Kind Regards,
Jag.
So Energy Team.
Thank you. The misunderstanding was resolved…
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 him as I am sure he will understand me again and help me at once.
27 May 2026
Reply from So Energy
Hello Gabriela,
We appreciate your 5-star review! We're happy to hear that our agent quickly and professionally resolved your misunderstanding. We're glad they were helpful and sympathetic, understanding your needs. 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.
Kind Regards,
Jag.
So Energy Team.
So Energy are excellent as also was the…
So Energy are excellent as also was the advisor we spoke with. Her name was Kauthar & she was in Cape Town. She was very knowledgeable & extremely helpful & patient with me as I am aged nearly 87 Years! Thank you all very much.
Sorry when I gave my review I put the wrong account number! My account number is 00509308 NOT the one I have submitted!
kauthar
27 May 2026
Unprompted review
Reply from So Energy
Hello Sue,
We are so pleased to hear about your positive experience and appreciate you taking the time to share your kind words. We are especially glad that our team member was able to provide such helpful and patient assistance. Thank you for clarifying your account number; we have noted the correction.
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.
Price choices and 100% renewable energy
27 May 2026
Reply from So Energy
Hello Tim,
We're happy to hear you appreciate our price choices and commitment to 100% renewable energy. 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.
The process is straight forward
The process is straight forward, and efficiently carried out. The pricing was easy to understand. All in all the process was a positive experience.
27 May 2026
Reply from So Energy
Hello Anthony,
We appreciate your 5-star review! We're delighted to hear that you found the process straightforward, efficient, and the pricing easy to understand. We're glad it was a positive 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.
Kind Regards,
Jag.
So Energy Team.
I had a really positive experience
I had a really positive experience with So Energy recently. Their customer service was extremely helpful and understanding regarding my particular situation. A special thank you to Milton, who went above and beyond to assist me with my issue. He was patient, professional, and took the time to explain everything clearly, making the whole process much less stressful, so I really appreciate the help I received. Highly recommend So Energy for their excellent support team!
27 May 2026
Reply from So Energy
Hello Flavio,
Thank you for taking the time to share your positive experience. We are delighted to hear that our customer service was helpful and understanding. We appreciate your kind words about the support you received, and we are glad we could make the process less stressful 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.
Reply from So Energy
Hello David,
We appreciate your feedback. We're happy our team was helpful and resolved the issue.
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 Claire,
We are so pleased you found it easy and hassle-free. Thank you for your positive feedback; we 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 David,
We appreciate your feedback. We are glad you found our pricing competitive and our service excellent.
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.
Unexplained high estimates
contacted SoEnergy because my smart meter readings show unusually high electricity usage that does not reflect my actual consumption.
The estimated annual usage is around 4,000–4,300 kWh, which is clearly excessive for a single occupant in a small flat with very low usage (rarely home, minimal cooking, laundry once a week, and heating/hot water used sparingly on timers).
There were also obvious inconsistencies in the readings. Certain short periods showed extremely high consumption (for example, over 500 kWh in just over a week), which is not realistic. Earlier readings also appeared to swing significantly between estimates and actual readings, which makes the overall billing unclear and unreliable.
SoEnergy’s response was that this is due to a first-generation smart meter occasionally failing to send readings, resulting in estimated usage, and that when real readings resumed it created spikes in consumption.
However, even accounting for this explanation, the overall usage being billed still feels significantly inflated and not credible for my actual household consumption. The explanation does not resolve the core concern that the figures themselves do not match real-world usage.
At this point, I still have no confidence that the current readings or estimated annual usage are accurate, and the issue feels unresolved.
20 May 2026
Reply from So Energy
Hi Cosi,
Thank you for taking my call yesterday. I'm glad we had an opportunity to go through your usage and I could explain why there didn't appear to be any issues.
I've sent you a follow up email as I understand you were checking some things yourself. Please get back to me as soon as possible so we can resolve this issue.
Kind Regards,
Laurence
So Energy Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.