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
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
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.
A query over if meter readings or…
A query over if meter readings or photographs were required as tariffs were about to change, dealt with by the next working day.
6 July 2026
Reply from So Energy
Hello NS,
We're so glad to hear that your query about meter readings and tariff changes was handled promptly. We always aim to provide clear and timely information. 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.
Kind Regards,
Jag.
So Energy Team.
I have had some awful issues with so…
I have had some awful issues with so energy. And it actually makes me poorly when my payments get changed. I am in debt because I can only pay so much. I think the should be something in place for adults who has additional needs like myself.
29 June 2026
Reply from So Energy
Hello Lynsey,
Thank you for leaving us a review. We are truly sorry to hear about the difficulties you've experienced with your payments and the impact this has had on your well-being. We understand how concerning payment changes can be, especially when managing additional needs. We conduct direct debit reviews for all customers to make sure they are paying the right amount to avoid the accumulation of a debit balance.
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
I had to make 2 separate phone calls…
I had to make 2 separate phone calls about an issue. Both individuals were polite and did try to assist but the first did not investigate my issue fully which added further stress to an already stressful situation. The second individual was more thorough. It is likely the initial error was our fault however I do not think So Energy handled the issue well especially considering we had left one property moved to another but we were still clients. The first we knew of an issue was a demand from a debt collector. This is not acceptable. We had been over £700 in credit with you at our previous address and there should have been no reason for us to be receiving a debt letter, if handled appropriately. I appreciate we are currently in slight arrears with you now but reluctant to be paying too much more each month yo prevent being in so much credit, which you make difficult to get back. Iam seriously considering moving providers.
29 June 2026
Reply from So Energy
Hi Kirstie,
Thank you for taking the time to share your experience with us.
We're truly sorry to hear about the difficulties you've encountered, particularly regarding the communications from the debt collection agency and the stress this has caused. It's clear that our initial handling of your situation did not meet the standards we aim for, and we regret that your concerns were not fully addressed at the time.
We understand your frustration, especially given that you previously had a credit balance at your old address and were understandably reluctant to build up significant credit again. Your feedback is invaluable and will help us review our processes to improve how we support customers in similar situations in the future.
I tried to contact you by phone today but was unable to reach you, so I left you a voicemail and have also sent you an email. I hope we'll be able to understand your concerns better and work with you to resolve this matter as soon as possible.
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 Angela,
We're so happy to hear that you found our team to be great and helpful! We truly appreciate you 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.
Excellent company
Excellent company, great communication, clear pricing and energy usage information and helpful regarding changing tarrifs to get the most appropriate and best value deal. Recommended
28 June 2026
Reply from So Energy
Hello Colin,
We appreciate your positive feedback and 5-star review! We're happy to hear you find our communication great and our pricing and energy usage information clear. It's wonderful that we could help you find the most appropriate and best value deal.
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 company
Great company, easy to contact customer services, easy to use website and not bad prices.
25 June 2026
Reply from So Energy
Hello Karen,
We're delighted to hear that you find our company great, our customer service easy to contact, our website easy to use, and our prices good. 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.
Kind Regards,
Jag.
So Energy Team.
Easy and straight forward to change my…
Easy and straight forward to change my tariff. Just so easy to use.
27 June 2026
Reply from So Energy
Hello Tracey,
We're delighted to hear that changing your tariff was easy for you. We appreciate your positive feedback and are glad our service was so easy to use.
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 do business with
Really easy to understand the different tariffs available and easy to pick one and switch. Very happy with the competitive price
29 June 2026
Reply from So Energy
Hello Lisa,
We're delighted you found our tariffs easy to understand and select, and that you're happy with our competitive pricing. 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.
Kind Regards,
Jag.
So Energy Team.
I have spoken to a human and renewed…
I have spoken to a human and renewed the Tariff and got an email confirming it But still I receive email asking for me to renew. For the same account number
00473369. Please look into this and confirm that the further requests will be stopped. Thank you. S. Ratnarajan
23 June 2026
Reply from So Energy
Hello Sue,
Thank you for your 3* review. I'm sorry to hear that your renewal was not processed. My colleague Duncan is taking a look into this for you, and it appears this was due to a technical issue on our end where the renewal did not go through.
Duncan has sent you an email with an update and will personally take ownership of your query to get this resolved. If you could please read through his email and respond at the earliest opportunity, it would be greatly appreciated.
Kind Regards,
Jag.
So Energy Team.
Long serving customer
Long serving customer. Very satisfied with service. They reach out with best available options and I continue to be very happy using them.
6 October 2025
Reply from So Energy
Hello GRB,
We are so pleased to hear that you've been a long-serving customer and are very satisfied with our service! It's wonderful to know that we consistently provide you with the best available options and that you continue to be happy with us. 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.
Reply from So Energy
Hello Megan,
Thank you for your feedback.
We're sorry to hear that you experienced delays in receiving a response to your emails. We aim to respond to all email enquiries within 2 working days; however, on occasion, emails can be missed due to the high volume of correspondence we receive.
We sincerely apologise for any frustration this may have caused and appreciate you bringing it to our attention. We're currently reviewing our processes and looking at ways to ensure all customer emails are acknowledged and responded to as quickly as possible.
I have now responded to your email. If you could please review and respond at the earliest opportunity, it would be greatly appreciated.
Kind Regards,
Jag.
So Energy Team.
SO Energy are very open and helpful
SO Energy are very open and helpful , have never had a problem with their service
4 July 2026
Reply from So Energy
Hello Dougal,
We appreciate your positive feedback and are delighted to hear that you've found our service open and helpful, and that you've never had a problem. 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.
Always pretty good whilst with them
Always pretty good whilst with them. Moved house and reported the readings upon leaving. New Tennant reported something else. I provided evidence, it did take a long time but I managed to get the money I was owed as I was in credit when leaving. Only 4 stars due to the length of time for the team to handle but the people I spoke to were great and tried to help.
12 January 2026
Reply from So Energy
Hello Aaron,
We appreciate you sharing your experience. We're glad to hear that our team members were helpful and that you ultimately received the credit you were owed. We understand your frustration regarding the time it took to resolve the issue, and we are always looking for ways to improve 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.
What does it take to stop So Energy's…
What does it take to stop So Energy's debt collecting agency CRS sending us texts threatening us for £30.91 which we don't owe (and who we have no way of contacting, conveniently for them)? And more importantly, So Energy have acknowledged on numerous occasions this is their mistake and not ours. This has been going on since 23rd January 2026 when we moved house taking our So Energy account with us and owing absolutely no money to them. We had a conversation with So Energy a week before we moved informing them of our new address, and all transition formalities were sorted...or so we thought. All money accrued between the 23rd and the 29th is therefore owed by the new vendor of our old property and not us. How many more times do we have to speak to someone at So Energy be it in this country or at their customer services branch in South Africa, when we're promised yet again that all will be sorted. It's not only utterly destressing (and frightening) to be threatened with debt collectors for £30 we don't owe, it's also incredibly insulting. The incompetence of So Energy customer services leaves us with no choice but to seek legal action and also lodge a complaint with the Energy Ombusman. This is the second time we've felt compelled to put a negative review of So Energy on Trustpilot and I sincerely hope there won't have to be a third time. So please, to the powers that be at So Energy, do the decent thing and deal with the incompetence and obvious lack of communication between departments. And just to make the point, we spoke to two of So Energy's Managers weeks ago who acknowledged it's their mistake. They assured us the problem was now resolved which is clearly not the case. We more recently spoke to yet another manager and again he acknowledged we have wrongly been put on a debtors list. We were assured our name would be removed. Today we received another threatening text from CRS claiming we owe money to So Energy. The lack of customer care is seriously now beyond belief!
4 July 2026
Unprompted review
Reply from So Energy
Hi Dilly,
Thank you for leaving us a Trustpilot review. We are truly sorry to learn of the ongoing distress and frustration this situation has caused you. We understand how incredibly upsetting it must be to receive threatening texts for a debt you do not owe, especially after multiple assurances that the issue was resolved.
I can confirm that I have reviewed your account and sent you an email addressing your concerns and outlining the next steps.
Kindly review and respond to my email at your convenience so that I may be able to assist you further.
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
Max
So Energy Team
Loyalty discount
Renewal of the contract was very easy, and it was good to get a small loyalty discount.
3 July 2026
Reply from So Energy
Hello Customer,
We are so pleased to hear that your contract renewal was a smooth process and that our loyalty discount was appreciated. We value your continued business.
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 Ron,
We appreciate your 5-star review! We're delighted to hear that you experienced good communication and are very satisfied overall with our service. Thank you for sharing 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.
I love
I love, that i have 24/7 access to my account online. I'm kept informed of price changes and updated on how the green energy is making a difference. Absolutely no issues with my smart meter from the day it was put in 7 years ago.
26 June 2026
Reply from So Energy
Hello Jane,
We appreciate your 5-star review! We're delighted to hear that you value the 24/7 online account access and appreciate being kept informed about price changes and the positive impact of green energy. It's also great to know your smart meter has been issue-free for seven years.
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 Ronnie,
We are so pleased to hear that your experience with us was straightforward and completely hassle-free. Thank you for sharing 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.
No fuss good prices.
No fuss good prices.
One downside though ... three dates for smart meter intro not kept.
26 June 2026
Reply from So Energy
Hello Andrew,
We appreciate your positive feedback on our prices. We are truly sorry for the inconvenience caused by the smart meter installation delays. We understand your frustration and are working to improve our scheduling.
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 meter installation took a while…
Smart meter installation took a while to organise due to availability of appointments. However once booked everything went very smoothly.
15 June 2026
Unprompted review
Reply from So Energy
Hello Jonathan,
We appreciate your feedback regarding the smart meter installation. We understand that appointment availability can sometimes be a challenge, and we're glad to hear that everything proceeded smoothly once booked. We're always working to improve our scheduling process.
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 Week.
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.