British Gas So Energy (August 2026)
Overview
So Energy is our overall winner for its cheaper tariffs and higher customer service scores, though British Gas remains a strong option if you want lower exit fees.
So Energy performs better across the metrics we reviewed, offering a cheaper overall tariff and securing higher scores from Citizens Advice and Trustpilot. British Gas remains a viable alternative for households who prefer a variable tariff with lower exit fees, and its apps benefit from a much larger user base.
About British Gas and So Energy
Who is British Gas?
Owned by Centrica, British Gas is one of the UK's oldest and largest domestic energy suppliers. It supplies gas and electricity to millions of households across the country. As well as energy, it offers boiler cover, home insurance, and smart home technology through its Hive brand. A key feature is its PeakSave scheme, which gives smart meter customers half-price electricity during specific off-peak events like PeakSave Sundays.
Who are So Energy?
Set up in 2015 as a challenger brand, So Energy merged with ESB Energy in 2021 and is now part of the ESB Group. It is a mid-sized supplier that focuses on simple tariffs and green electricity. A key feature for its fixed tariff customers is the chance to vote on where the supplier buys its renewable electricity, choosing between wind, solar, hydro, and biomass. It also installs solar panels, home batteries, and electric vehicle chargers to help customers manage their energy at home.
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Tariffs and pricing
The cheapest tariff across both suppliers is the So Green Tracker 24m from So Energy. This variable deal costs £1,687 a year and comes with a 24-month contract alongside a £190 exit fee. By comparison, the cheapest British Gas option is the Cap Tracker Plus Sep27 v1, a variable tariff priced at £1,745 a year. While So Energy is £58 a year cheaper, the British Gas deal has no fixed term and carries a much lower £50 exit fee.
For households looking to lock in their rates, the cheapest fixed deals from both suppliers are similarly priced under our assumptions. The 18-month So Heron 18m tariff from So Energy costs £1,829 a year, whereas the 24-month Fix and Fall Aug28 v2 from British Gas costs £1,834 a year. Both fixed options carry exit fees, set at £190 for So Energy and £150 for British Gas.
Tariff Options
British Gas
The supplier offers a range of energy plans, including standard variable and fixed-term options. It also provides a selection of specialist smart tariffs designed for homes with electric vehicles, heat pumps, battery storage, and solar panels.
So Energy
The supplier keeps its product range simple, offering standard variable, tracker, and fixed-term tariffs. It also provides specialist options for electric vehicle owners and households that generate their own renewable power.
Customer reviews
So Energy scores higher on third-party customer review platforms, holding a 4.5 out of 5 Trustpilot rating from 30,220 reviews. British Gas follows closely with 4.4 out of 5, though this is based on a significantly larger volume of 350,018 reviews. Breaking down the sentiment, 73% of So Energy reviews are five-star, compared to 65% for British Gas. Conversely, a fifth of British Gas reviews are one-star, while So Energy sees a lower 12% share of one-star feedback.
Customer feedback for So Energy often highlights helpful and professional staff, alongside efficient customer service and competitive pricing. However, some users report inconsistent communication and complaints being closed without resolution. British Gas customers frequently note polite and knowledgeable staff, efficient repairs, and prompt responses. Both suppliers typically reply to negative reviews within 24 hours.
In the annual Which? survey, So Energy slightly outscores British Gas overall. It achieves 3 out of 5 for both customer service and value for money, whereas British Gas scores 2 out of 5 in these categories. Both suppliers score poorly for smart meters, achieving just 3 out of 10 for British Gas and 2 out of 10 for So Energy.
App ratings and features
Both suppliers provide apps to help customers manage their accounts. So Energy holds a 4.7 out of 5 rating on the App Store from 197 ratings, while British Gas scores 4.5 out of 5 across 13,000 ratings. On Google Play, So Energy ranks higher with a 4.6 out of 5 score from 127 ratings, compared to 4.1 for British Gas across 13,409 ratings. Although So Energy achieves higher numerical scores, its sample sizes are much smaller than the tens of thousands of ratings recorded for British Gas.
Recent App Store reviews for So Energy are mixed, with a recent sample averaging 3.7 stars. Some users note the clear design and ease of use, while others report issues submitting meter readings. The British Gas app has been updated very recently, adding the ability for prepayment customers to check their emergency credit status.
Customer service and support
So Energy ranks higher in the Citizens Advice data we compared, scoring 2.86 out of 5 overall against 2.61 out of 5 for British Gas. Both suppliers place in the middle of the broader market table, with So Energy ranking 12th and British Gas 13th.
British Gas performs better on call wait times, answering the phone in an average of 51 seconds. So Energy takes slightly longer, with an average call centre wait time of 1 minute 6 seconds. British Gas is also faster at replying to emails, responding to 98% within two days, compared to 91% for So Energy. Conversely, So Energy publishes a social media response time of 5 minutes 51 seconds, a metric not currently available for British Gas. British Gas offers longer opening hours, operating from 8am to 6pm on weekdays and 9am to 2pm on Saturdays. So Energy phone lines are open from 9am to 5pm on weekdays and closed at the weekend. Both suppliers have registered formal vulnerability commitments with Citizens Advice.
Complaints and performance
Both British Gas and So Energy have published their complaints data for the first quarter of 2026. British Gas received 1,122 complaints for every 100,000 customers, while So Energy received 1,573.
When it comes to fixing problems quickly, British Gas resolved 54.2% of complaints by the end of the next working day. So Energy resolved 46% in the same time. Looking at a longer period, So Energy resolved 88% of complaints within eight weeks, compared to 85.3% for British Gas.
Main reasons for complaints
For British Gas, half of all complaints were about billing. Payments made up 20%, followed by credit management at 11%. To help fix these issues, British Gas says it is focusing on accurate billing and improving its refund process so customers get their money back faster. It is also hiring more customer service staff and investing in smart meters.
The most common reason for complaints at So Energy was payment issues, making up 24% of the total. Customer service was the second most common reason at 19%, followed by general billing and meter reading issues at 17%. Debt and disconnections made up 13%, and smart meter issues accounted for 8%. So Energy has not shared details on what it is doing to improve these areas.
Green Energy Comparison
British Gas
Based on Citizens Advice data for early 2026, the British Gas electricity fuel mix is largely nuclear, with some fossil fuel and renewables. The supplier aims to help the UK reach net zero by 2050 and offers green technology installations such as heat pumps, solar panels, and electric vehicle chargers. It supports renewable generation through its Smart Export Guarantee (SEG) tariff, which pays households for sending extra solar or wind power back to the grid. It also runs a Hive Solar Saver scheme, giving a discount to customers who buy solar panels or batteries through its Hive brand.[1]
So Energy
Based on Citizens Advice data for early 2026, the So Energy electricity fuel mix is a mostly renewable mix. The supplier backs all its fixed-rate tariffs and its green tracker tariffs with 100% renewable electricity. It does this by buying Renewable Energy Guarantees of Origin (REGO) certificates and through Power Purchase Agreements with older, subsidy-free UK wind farms. It helps customers reduce their reliance on the grid by offering solar and battery installations, and allows customers to vote on the type of UK-based renewable energy generation the company invests in.[2]
Our verdict
| If you care most about | Choose |
|---|---|
| The lowest annual cost on our assumptions | So Energy |
| Overall customer service | So Energy |
| A well-rated mobile app | So Energy |
| A greener fuel mix | So Energy |
So Energy is our overall winner for its cheaper tariffs and higher customer service scores, though British Gas remains a strong option if you want lower exit fees.
Based on the available data, So Energy performs better across most of the areas we reviewed. It offers the cheaper overall tariff in this comparison and secures higher ratings from both Citizens Advice and Trustpilot. Its apps also achieve higher scores, though these are based on a much smaller number of user ratings.
British Gas remains a capable alternative, particularly for households who prefer a variable tariff with lower exit fees. It also answers phone calls slightly faster and features a much more established app platform. If finding the lowest annual cost is the primary priority, So Energy may be the more suitable option.
- Lower exit fees on its cheapest overall tariff
- Answers phone calls slightly faster on average
- Very high volume of app and Trustpilot reviews
- Costs more than So Energy across the tariffs we compared
- Lower overall scores from Citizens Advice and Which?
- One in five Trustpilot reviews are one-star
- Cheaper variable and fixed tariffs
- Higher overall Citizens Advice score
- Stronger Trustpilot rating with 73% five-star reviews
- Higher exit fees on its cheapest overall tariff
- Slower to answer emails from customers
- App scores are based on small sample sizes
Frequently asked questions
Which supplier is better overall?
So Energy performs better across the sources we reviewed. It offers cheaper overall tariffs and holds higher customer service scores from Citizens Advice and Trustpilot. British Gas is a strong alternative if you prefer lower exit fees and a more established app.
Does British Gas or So Energy have cheaper exit fees?
British Gas has lower exit fees on its cheapest overall tariff, which carries a £50 penalty. The cheapest overall tariff from So Energy carries a £190 exit fee.
What do customers say about So Energy on Trustpilot?
So Energy holds a 4.5 out of 5 Trustpilot rating. Customers frequently praise the company's helpful staff, efficient customer service, and competitive pricing, though some note issues with inconsistent communication.
Are the British Gas and So Energy apps regularly updated?
Yes, both suppliers actively maintain their apps. The British Gas app has been updated very recently to allow prepayment users to check their emergency credit, while So Energy has also released recent updates to fix bugs and improve performance.
Which supplier answers the phone faster?
British Gas is slightly faster to answer phone calls, with an average call centre wait time of 51 seconds. So Energy takes an average of 1 minute 6 seconds to answer.
Should I choose British Gas or So Energy?
If you want the cheapest overall price and higher customer service ratings, So Energy is the better option. If you prefer a variable tariff with lower exit fees and a highly rated app with a large user base, British Gas may suit you better.
Do these suppliers offer fixed tariffs?
Yes, both suppliers offer fixed tariffs that let you lock in your rates. The cheapest fixed deals from both suppliers are effectively identical in price, though they carry different exit fees.
How do British Gas and So Energy perform in the Which? survey?
So Energy slightly outscores British Gas overall in the Which? survey, achieving 3 out of 5 for customer service and value for money. British Gas scores 2 out of 5 in both of those categories.
What are the opening hours for British Gas and So Energy?
British Gas phone lines are open from 8am to 6pm on weekdays and 9am to 2pm on Saturdays. So Energy is open from 9am to 5pm on weekdays and is closed at the weekend.
What are the cheapest variable tariffs for British Gas and So Energy?
The cheapest variable option from So Energy is the So Green Tracker 24m, which costs £1,687 a year. The cheapest British Gas variable deal is the Cap Tracker Plus Sep27 v1 at £1,745 a year.
What changed this month
This month, So Energy's play store days since last update rose from 22 to 46, So Energy's iOS app days since last update rose from 22 to 45, and British Gas's iOS sampled negative reviews fell from 2 to 0. There were 28 other data changes this month — see the full changelog below for details.
Data changes this month (40)
British Gas
- Trustpilot reviews345,969 → 350,018
- iOS sampled reviews avg stars2 → no longer available
- iOS sampled negative reviews2 → 0
- Play Store rating4.0481653 → 4.0881915
- Play Store ratings count13,077 → 13,409
- Play Store days since last update14 → 10
- Play Store positive ratings %76.2 → 77.4
- Play Store negative ratings %20 → 19.1
- Play Store neutral ratings %3.7 → 3.4
- Play Store net-positive %56.2 → 58.3
- Avg social media response time55 → no longer available
- Cheapest variable tariff£1,804.81 → £1,744.71
- Cheapest fixed tariff£1,702.64 → £1,833.95
- Cheapest tariff£1,702.64 → £1,744.71
- Cheapest tariff exit fee£150 → £50
- Cheapest tariff term24 months → 0 months
- Fixed tariffs available2 → 1
- Variable tariffs available1 → 2
- Shortest fixed term14 months → 24 months
So Energy
- Trustpilot reviews29,771 → 30,220
- Trustpilot negative reviews replied %99 → 100
- iOS app ratings count170 → 197
- iOS app days since last update22 → 45
- iOS app updates in last 90 days3 → 2
- iOS sampled reviews avg stars3.8 → 3.67
- iOS sampled positive reviews3 → 2
- iOS sampled negative reviews2 → 1
- Play Store rating4.6 → 4.62
- Play Store ratings count118 → 127
- Play Store days since last update22 → 46
- Play Store positive ratings %91.3 → 92
- Play Store negative ratings %4.3 → 3.2
- Play Store neutral ratings %4.3 → 4.8
- Play Store net-positive %87 → 88.8
- Cheapest variable tariff£1,744.17 → £1,687.08
- Cheapest fixed tariff£1,637.61 → £1,828.88
- Cheapest tariff£1,637.61 → £1,687.08
- Cheapest fixed tariff term24 months → 18 months
- Tariff count5 → 6
- Variable tariffs available2 → 3
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Written by
Rob Gibbs
Hi, I'm Rob, and I run Energy-Review.co.uk. I initially started this project in 2018 when I was looking to switch energy suppliers and found there wasn't a website that provided simple, data-backed reviews on all the suppliers available. Since then, I have spent a lot of time (too much, some may say!) looking at all publicly available data about each supplier and writing reviews using this information. These reviews are updated as regularly as possible, and any data is backed up by a source where necessary. I have also started writing guides on various energy-related topics, which hopefully you will find useful. If you find any issues, please use our contact form to let us know.