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So Energy Reviews

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Last updated: 13th December 2021

So Energy Reviews Summary

7Expert Score
So Energy

So Energy was founded in 2015 and stands out from many of the other providers because it offers 100% renewable gas and electricity. If you want to be eco-friendly then they certainly seem like a great choice.

Positive
  • Very good customer reviews
  • Very good customer service
Negatives
  • Tariff has exit fees
  • Limited billing options

So Energy is a new name in the UK energy market, it was founded in 2015 and stands out from many of the other providers because it offers 100% renewable gas and electricity. If you want to be eco-friendly then they certainly seem like a great choice.

In our So Energy review, we’ll be taking a more in-depth look at how this energy provider operates. Their website proudly highlights So Energy’s main promise which they say is: “An ethos based on simplicity, honesty, and great value”. They have certainly built up an impressive reputation as well especially when it comes to price.

Their tariffs are also quite simple which means they are a good choice for someone looking to make the energy process easier. Let’s take a closer look at all the important aspects you need to know about with our So Energy review.

What tariffs do So Energy offer?

So Energy offers a range of simple tariffs with their most popular seeming to be their single fixed tariff plan. They even offer a low price commitment which is designed to ensure you always have the best deal and lowest price. Below is a quote from the So Energy website about their low price commitment.

“We look at the average annual cost of gas and electricity for an Ofgem ‘medium user’, across all regions of the UK, and make sure our fixed tariff is within the cheapest 10%”. But their variable tariffs are popular as well.

So Energy’s tariffs are pretty simple but seem to offer everything the average customer could want.

How do So Energy compare on price?

As you can see from the above quote about So Energy’s low price commitment they certainly have put a strong emphasis on their energy prices.

Which? awarded So Energy 4 stars out of 5 when it came to value for money, although they did say that needing the first monthly payment in advance could be a negative to some people.

However, Which? did award them 5 stars when it came to the accuracy of their bills which is a sentiment echoed in many of their TrustPilot reviews. So, while they might not be the cheapest provider they are certainly close and despite the low prices you still seem to get a great high-quality service from the So Energy team.

What is So Energy customer service like?

So Energy has received some excellent praise because of their customer service.

In the most recent Citizens Advice review they came 6th, with an overall score of 3.55 out of 5.

In the most recent survey by Which?, there was not enough data to provide a score for customer service. Although they did receive an overall customer score of 73%.

What do other So Energy reviews say?

The impressive rankings from Moneyfacts and the Citizens Advice is again certainly worth reiterating but let’s not forget their public reviews either. At the time of writing our So Energy review, there over 6,000 reviews on Trustpilot.

Of these reviews 84% are the highest score of excellent, 9% are rated Great, 2% is rated as Average and finally, 5% is rated as Bad. This gives So Energy 4 1/2 stars and a trust score of 4.4 out of 5. So, these are certainly very impressive scores and the reviews are all very positive.

The low prices and excellent customer service are mentioned in many of the reviews and the vast majority of recent reviews award So Energy 4 to 5 stars. With the praise of professional review, advice and comparison sites as well as many happy customers So Energy has certainly built up a very impressive reputation in just a few years.

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What is So Energy website/app like?

The So Energy website is colourful but very pleasing to the eye and the blue and white colours go well together which makes viewing the website easy and reduces eyestrain. The text is mainly short sentences and easy to read and the menu at the top allows for simple and quick navigation.

One complaint I do have is the positioning of the contact details and FAQ which are at the bottom of the home page. So, you’ll be scrolling a lot to get to them and some of the terminology used could also be simplified a little.

But these are small issues and don’t take away from the excellent website design. So Energy does not currently have an app for either IOS or Android devices and it doesn’t look like they are developing one at the moment either.

How green is So Energy?

Well, it doesn’t get much greener than 100% does it? So Energy’s electricity is 100% renewable. Unusually, they even break this down into the types of renewable energy. The current fuel mix for last year is:

  • 62% wind
  • 17% solar
  • 14% hydro
  • 5% biomass
  • 2% tidal

Another an interesting point worth mentioning is that So Energy has allowed customers to vote on how they’d like their energy to be sourced, check out this link for more information.

So Energy complaints

So Energy has done very well in regards to customer complaints many reviews are positive and there are very few negatives to report. The Citizens Advice awarded them 4 stars for complaints and found they had an average 11.7 complaints for every 10,000 customers. Which as I’ am sure you can see is incredibly small when compared to some other lenders.

However, if you do have a complaint then you can make it easily through a variety of different means. There is a very in-depth complaints code of practice on their website which details the complaints process.

So Energy login

To access the So Energy customer portal simply log-in at the top of the page once you have registered or follow this link. From the customer portal, you can send meter readings, view payment history, update your details and much more.

Below are a few quick questions you may need answers to along with our So Energy review:

Do they work with pre-payment meters?

No, So Energy does not currently work with pre-payment meters.

Do they accept Economy 7?

Yes, So Energy do accept Economy 7 although only on certain tariffs if you have an Economy 7 meter you should contact the So Energy team to see what tariffs you have available to you.

Are they signed up to the Warm Home Discount?

Yes, So Energy is currently signed up to the Warm House Discount.

What billing options are available?

Direct debit is the main payment method available and seems to be the preferred method however you can also pay by using a pre-payment meter on certain tariffs.

Are they signed up to the Energy Switch Guarantee?

Yes, So Energy are signed up to the Energy Switch Guarantee which means you can switch to So Energy more easily. Check out this link to find out more information about how the switching process works.

Do they offer a smart meter? Do they accept smart meters?

Yes, So Energy are currently rolling out smart meters and seem very keen to do so. If you are an existing customer without a smart meter, they will be in contact with you when there is availability in your area for an installer.

Check out this link to find out more information about So Energy’s plans for smart meters.

Do they charge exit fees?

While So Energy does charge exit fees they are very small at only £5 per fuel so even on a dual plan your maximum charge will only be £10. Check this link to find out more about the exit fees from So Energy.

Will they offer to pay a customer’s exit fees when they join them?

No, So Energy will not offer to pay any exit fees if you leave your current tariff early to join them.

Do they offer any incentives to customers to refer friends/family?

So Energy does offer a referral rewards system that will award both you and anyone you refer with a £40 credit bonus. 

What happens if you move home whilst with them?

The moving process is relatively simple and straight forward but you will need to give So Energy at least 21 days’ notice. Check out this link to find out more about how the house moving process works with So Energy.

Do they mention about the Priority Services Register?

Yes, the priority services register is mentioned on the So Energy website and they also have a form you complete here as well.

How to contact So Energy

There are numerous ways to contact the So Energy team and to close out our So Energy review I’ve detailed all the contact information you could need below.

Phone: 0330 111 5050

Opening Times: 9AM – 5PM Monday – Friday

Email: help@so.energy

Postal Address: So Energy, 107 Power Rd, London, W4 5PY

How do I switch to So Energy?

The easiest way to switch to So Energy is through a comparison website. This will allow you to check if So Energy is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.

Rob
Rob

Hi, I'm Rob and I run Energy-Review.co.uk. I initially started this project 5 years ago 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 spent have 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.

13 Comments
  1. Reply Avatar of jill adrienne thomas
    Jill Adrienne Thomas March 4, 2022 at 2:21 pm

    Our experience has been very similar to those above. Very difficult to contact them, we are still waiting to have our full electricity supply restored since February15th, but no success. Choose another supplier because the customer care is non existent .Will probably have to contact the ombudsman.

  2. We have no problems with so energy. I contact them via email always respond. Great that it’s green. So much better than our last provider would reccomend to anyone.

  3. I’ve been with So Energy for a couple of years now, and I can’t fault their customer service or their customer care. They undertook a complex solar panel and battery installation for me, and stayed in touch from quote, installation through to all the snagging and this was all done during the COVID-19 Pandemic – a very challenging time to get things done. They went above and beyond in ‘so’ many ways. They organised my feed-in tariff for my solar installation and organised a dual price tariff (so we can do power heavy activities like using the washing machine and EV charging) at night. They helped me to organise with the battery company to top up the battery during the cheaper tariff period and that helps us to keep our costs low when the sun doesn’t shine. When there was a problem accessing the Battery App, they organised a fix with the battery company so I didn’t have to. It’s a shame that some people here have been disappointed with So Energy’s customer service, so I thought I’d write this review to act as some kind of balance. I have no connection with So Energy other than being a customer.

  4. I can’t fault this company, they have been 100% transparent and react to emails within minutes. They have been by far my best energy provider ever and the fact they 100% green is even better.

  5. I have been with SO energy since September 2020 and not had any problems whatsoever. Easy to submit meter readings online! Bills are very clear. Surprised at all these negative reviews. SO Energy reduced my DD payment for summer and made it clear that is what they do. About to switch as 12 month contract ending and hopefully won’t experience any difficulty there either

  6. Reply Avatar of mrs angela brindley
    Mrs Angela Brindley June 24, 2021 at 10:39 am

    It seems you people are having similar problems as me. After 10 months of me contacting them, my two rate meter is reading that I am using more fuel during the day than at night. In spite of several e-mails, videos, pictures and phone calls whoever I speak to just goes into script mode and rehashes what has been said before.
    Ofgem website down this week due to maintenance and have contacted Citizens Advice as this has really gone on far too long.
    Today my mission is to write to head office. Lets see if anyone there has the brain they were gifted with at birth!

  7. So Energy are the worst energy provider that I have ever experienced. They offer no customer service at all. I have had no replies/response from them in the last nine months. It seems that all they want is the money, money, money. I don’t expect them to last long.

  8. It took me when I first joined so energy 5 mins to get Through to them Now it’s taking 45 mins this very poor So energy are taking so many customers on that they do not have the staff to cope.. Very very Disappointed I will be changing my provider
    So Energy.. At the Beginning this company was superb now its very poor in trying to get through to them

  9. I need to know how to send my meter readings. Trying to phone and getting nowhere.

  10. I have been with So Energy for a while but when I had a problem with the smart meter they asked to fit I saw their true colours. SO Energy would not respond in any meaningful way. I was given inaccurate (untrue) information and my emails and calls were completely ignored. Exasperated, I emailed their head of customer services but still no response at all, so I will now be reporting to the Ombudsman.
    I think SO Energy Customer Services has taken the “Ryan Air” approach so I’ll be leaving them as soon as I can – my advice is AVOID!

  11. Terrible business I wouldn’t recommend to anyone. They didn’t update my direct debits after their estimates had been way off despite the fact I had submitted meter readings. This resulted in being undercharged by 50% and then they require the entire amount to be paid before the switch is made. They also tried to say I hadn’t called to request an updated direct debit but my call records from my phone company prove that I do.

    • I must say my experience exactly matches yours, Patrick. We were under billed and under quoted after SO failed to update our account for over a year after the provision of a reading. They refused to be accountable in any way for their serious failings. I could not leave them quick enough as they cannot be trusted, but like you, SO blocked me moving providers until they have all the money they demanded paid even though there was a live and genuine dispute about it.

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