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  • FIRST POST
    • MSE Fraser
    • By MSE Fraser 17th Nov 15, 4:00 PM
    • 30Posts
    • 4Thanks
    MSE Fraser
    Add your feedback on energy supplier So Energy
    • #1
    • 17th Nov 15, 4:00 PM
    Add your feedback on energy supplier So Energy 17th Nov 15 at 4:00 PM
    This is a feedback thread on energy supplier

    So Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
Page 4
    • Elijah Bailey
    • By Elijah Bailey 11th Jul 17, 1:45 PM
    • 85 Posts
    • 95 Thanks
    Elijah Bailey
    I have just received four e-mails from EDF stating how "sorry" they were that I was leaving. Not sorry enough to offer a competitive tariff to fleeing customer though.
    • graymanuk
    • By graymanuk 20th Jul 17, 1:36 PM
    • 3 Posts
    • 1 Thanks
    graymanuk
    I switched to SO Energy Hippo in April 2017. They were not the absolute cheapest, but seemed the best value for a company with decent customer service ratings. The switch process was highly automated and efficient with good communication at each stage Everything was in place by the scheduled date. I did have to chase up my previous supplier who managed to close my account but continue taking direct debits(!), but this was not the fault of SO Energy.

    Having suffered through a couple of suppliers with lousy billing systems, SO appear to have their act together in that regard with a modern look to their web site and their systems actually work. The first statement was exactly on time and correct, something that my previous supplier took 6 months to achieve.

    Since the online and billing systems work fine, I've had no need to call customer service. I did ask a question by email and received a rapid response written by a friendly human.

    So far,so good!
    • lisa110rry
    • By lisa110rry 3rd Aug 17, 3:21 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    Where has the past year gone? My contract with So (So Falcon) is ending soon and I received a helpful email showing their projections for next year (25% lower gas usage across the year with my new boiler and Hive!) which I checked against my spreadsheets and found to be spot on. Using these kWh consumption totals I went to MSE's Cheap Energy Club and ran the comparison. One or two suppliers with lower figures (and poor ratings), but only £1/month cheaper, so I opted to enjoy So for another year on their So Jaguar tariff. I've just emailed So to say how pleased I am to be their customer. After many, many years of toil and trouble with energy suppliers, they're great! I'm glad that most others are finding the experience equally painless.

    One thing to add, So Energy give notice in their t&cs that they expect your account to hold at least one month's payment in credit. But on the other hand, they equally expect to manage your payments so that there isn't a large credit at the end of your contract (this statement made to me in a telephone call). It does look like this is happening because my payments are tapering down now.
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
    • Elijah Bailey
    • By Elijah Bailey 4th Aug 17, 11:48 AM
    • 85 Posts
    • 95 Thanks
    Elijah Bailey
    Happy to report a smooth switch to the So Impala tariff. My SoEnergy account is now active and no contact with customer services has been required at all.

    EDF have already returned my balance credit too. I thought they might take their time with that but I have been pleasantly surprised.
    • YorkshireRobb11
    • By YorkshireRobb11 23rd Aug 17, 2:09 PM
    • 1 Posts
    • 1 Thanks
    YorkshireRobb11
    Top notch!
    I've been with So Energy for a year. The introduction/transfer was painless (as it should be) and the service is second to none. I had cause to ring them for small issue and they picked up the phone quickly and resolved the issue promptly. I tend to switch every year to get the best deal but have had some horrors in the past by switching to certain companies (big and small) so was a little hesitant to try out this new company. The website is a joy to use. My tariff is due up in Sept 2017 and a quick glance at the other options shows several that are cheaper but they have terrible reviews. Some of the bigger companies like E.On (been impressed with them in the past) and NPower (meh!) are about the same price. I'm therefore going to sign up for a further 12 months as more than happy with the service. Would recommend.
    • oscar1974
    • By oscar1974 18th Sep 17, 5:39 PM
    • 3 Posts
    • 0 Thanks
    oscar1974
    I'd certainly recommend
    Switched to So a year ago from one of the Big 6. Happy to say I am re contracting with them for another year.

    Their customer service is good - I contacted them about a revised Direct Debit (an increase which they review every 6 months) which would mean that in the summer I would be in credit, but I didn't agree with the increase so they happily kept it the same - I still ended up in credit at the end of the year anyway!

    Their bills are clear and entering your meter readings are easy, and they offer you their better tariff at the end of the year. I did a comparison and wouldn't really have saved much switching to another supplier with terrible customer service reviews.

    They are also happy to bill you at standard rate electricity on an old economy 7 meter, which some suppliers will tell you that you'd need a new meter installing (at a cost of course).

    Overall, great, small supplier.
    • abbeyscruffy
    • By abbeyscruffy 29th Sep 17, 11:13 AM
    • 11 Posts
    • 7 Thanks
    abbeyscruffy
    Still the very best for me.
    I already use So Energy for my gas tariff. I have just commenced the switch for electricity from GB Energy to So Energy. As with my Gas switch last November, the switch procedure has gone without a hitch so far & I don't expect any problems based on my nearly 1 year experience with them.

    They are by far the best energy supplier I have ever used to date. Bills are produced every month like clockwork. The few telephone contacts I've had with them have been excellent & the phone is answered immediately. They aren't the cheapest out there, but for me, they are the cheapest combined with good customer service.

    I expect to remain with them for gas when the fixed tariff ends in November. They have one of the lowest exit fees out there, £5 per fuel including vat, just in case their fixed tariffs should become less competitive during the year.

    For customer Service, I'd place them up there with First Direct.
    Last edited by abbeyscruffy; 29-09-2017 at 11:19 AM.
    • Chop-D
    • By Chop-D 14th Dec 17, 4:22 PM
    • 2 Posts
    • 0 Thanks
    Chop-D
    So Energy
    I have been impressed with So Energy and would highly recommend as a great company to deal with. I've come to the end of my fix and the prices are not as competitive me now so I am switching. Hopefully I can return in the future with a good deal!
    • db3745
    • By db3745 14th Dec 17, 8:11 PM
    • 356 Posts
    • 5,409 Thanks
    db3745
    In December 2016 it was really good to have a simple transfer from my previous supplier, without the seeming avalanche of paperwork of previous switches. Through this year meter readings and reporting, and online statements were trouble-free.

    My only reservations have come as I neared renewal time, and my only concrete complaint would be that having needed clarification on two occasions in the last 3 weeks I've had poor response to my web/email queries. In the first instance I obtained the answer by going on the Facebook page after 48 hours; today I am now 48 hours and counting. I would recommend phoning if you need a quicker response than that, but bear in mind the phone line is manned only 9 - 5 Monday to Friday. Other options are Twitter and Facebook, but there is no info as to which hours these are manned.

    This fairly minor issue apart, I would definitely recommend So Energy.

    One important warning for a new or prospective customer is that though the tariff you sign up to gives you a fixed price for a year these tariffs can be withdrawn and a new one introduced at any time. I've found that So changed their tariffs 9 times since I joined with the Gecko tariff last December. When I reported my readings in mid-November the plan on offer was So Kangaroo with a unit cost for gas of 2.64p. against my Gecko cost of 2.45p. I jotted that down, thought I'd renew when I had more time, and when I went back on a few day later found that So Kangaroo had been superceded by So Koala, so now I'm having to pay 2.78p for gas, a 13.5% increase instead of the 7.7% rise I could have got. Admittedly electricity has gone down by a small amount, but the advice is if you're happy with the rate on offer sign up before it goes.
    • footyguy
    • By footyguy 14th Dec 17, 9:37 PM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    In December 2016 it was really good to have a simple transfer from my previous supplier, without the seeming avalanche of paperwork of previous switches. Through this year meter readings and reporting, and online statements were trouble-free.

    My only reservations have come as I neared renewal time, and my only concrete complaint would be that having needed clarification on two occasions in the last 3 weeks I've had poor response to my web/email queries. In the first instance I obtained the answer by going on the Facebook page after 48 hours; today I am now 48 hours and counting. I would recommend phoning if you need a quicker response than that, but bear in mind the phone line is manned only 9 - 5 Monday to Friday. Other options are Twitter and Facebook, but there is no info as to which hours these are manned.

    This fairly minor issue apart, I would definitely recommend So Energy.

    One important warning for a new or prospective customer is that though the tariff you sign up to gives you a fixed price for a year these tariffs can be withdrawn and a new one introduced at any time. I've found that So changed their tariffs 9 times since I joined with the Gecko tariff last December. When I reported my readings in mid-November the plan on offer was So Kangaroo with a unit cost for gas of 2.64p. against my Gecko cost of 2.45p. I jotted that down, thought I'd renew when I had more time, and when I went back on a few day later found that So Kangaroo had been superceded by So Koala, so now I'm having to pay 2.78p for gas, a 13.5% increase instead of the 7.7% rise I could have got. Admittedly electricity has gone down by a small amount, but the advice is if you're happy with the rate on offer sign up before it goes.
    Originally posted by db3745
    I'm not sure what you really mean here.

    Surely you don't expect that once a supplier sets a fixed tariff, it remains available ad infinitum?

    All suppliers offering fixed tariffs withdraw tariffs and replace them from time to time - this is not unique to So Energy.

    But you are correct in saying if you see a tariff you like, grab it as it may not be available tomorrow. If you choose a fixed tariff, the prices will remain unchanged (for you) for the entire duration of the fixed term agreed. If you choose a variable tariff, the supplier can change your rates at any time (upon notice)


    As for contacting your supplier, then they offer many options.
    Some such as email allow you to quickly note down your query, send it off and await a response. You can do this any tiem you like, but similarly the supplier will respond when they like.

    If the matter requires an urgent response, I would suggest you would be best calling them ... and hopefully they will give you the answer there and then

    Their phone lines are open Mon-Fri 9am-5pm
    (Closed Christmas Day, Boxing Day & New Years Day)
    Last edited by footyguy; 14-12-2017 at 9:44 PM.
  • So Energy
    In December 2016 it was really good to have a simple transfer from my previous supplier, without the seeming avalanche of paperwork of previous switches. Through this year meter readings and reporting, and online statements were trouble-free.

    My only reservations have come as I neared renewal time, and my only concrete complaint would be that having needed clarification on two occasions in the last 3 weeks I've had poor response to my web/email queries. In the first instance I obtained the answer by going on the Facebook page after 48 hours; today I am now 48 hours and counting. I would recommend phoning if you need a quicker response than that, but bear in mind the phone line is manned only 9 - 5 Monday to Friday. Other options are Twitter and Facebook, but there is no info as to which hours these are manned.

    This fairly minor issue apart, I would definitely recommend So Energy.

    One important warning for a new or prospective customer is that though the tariff you sign up to gives you a fixed price for a year these tariffs can be withdrawn and a new one introduced at any time. I've found that So changed their tariffs 9 times since I joined with the Gecko tariff last December. When I reported my readings in mid-November the plan on offer was So Kangaroo with a unit cost for gas of 2.64p. against my Gecko cost of 2.45p. I jotted that down, thought I'd renew when I had more time, and when I went back on a few day later found that So Kangaroo had been superceded by So Koala, so now I'm having to pay 2.78p for gas, a 13.5% increase instead of the 7.7% rise I could have got. Admittedly electricity has gone down by a small amount, but the advice is if you're happy with the rate on offer sign up before it goes.
    Originally posted by db3745
    Hello db3745,

    I am pleased to hear that you have had a trouble free first year, the way we believe energy should be, simple and straightforward!

    I am sorry that the responses you received by email were not satisfactory, could you please email myself at complaints@so.energy so I can investigate what happened and ensure this doesn't happen again.

    We have made changes to our Facebook page recently. Any customer who private messages us will receive an automated response advising when the inbox in monitored. On the Facebook page under the 'About' section our opening times are published.

    In response to tariffs being withdrawn and a new one introduced. We aim to keep our prices as low as possible and do have a 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%. More information can be found on our website: https://www.so.energy/policy

    There are times when our tariffs increase, there are also times when our tariffs decrease, this simply depends on the wholesale price of energy. As the cost of buying energy fluctuates so do our tariffs.

    Thank you for your feedback, we hope your 2nd year is equally as trouble-free as the first.

    Regards
    Nilesh
    So Energy Team
    Official Company Representative
    I am the official company representative of So Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • lisa110rry
    • By lisa110rry 31st Jan 18, 12:33 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    Still very happy with So Energy over sixteen months in (two contracts). The best customer service I've ever experienced from an energy supplier. I think it would be a grand idea for more of So's happy customers to write a review on Trust Pilot. The company deserves our support, given the number of companies who are horrors.

    Edited to add: the other thing I really like about So Energy is that its on line meter reading page is intuitive. I have some difficulty distinguishing the '5' and the '6' on my meter and inadvertently notified '6' instead of '5' for the first figure. The web page came up with a dialogue asking me to check again as it seemed I'd used more than my average. Excellent!
    Last edited by lisa110rry; 31-01-2018 at 3:50 PM.
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
  • So Energy
    Still very happy with So Energy over sixteen months in (two contracts). The best customer service I've ever experienced from an energy supplier. I think it would be a grand idea for more of So's happy customers to write a review on Trust Pilot. The company deserves our support, given the number of companies who are horrors.

    Edited to add: the other thing I really like about So Energy is that its on line meter reading page is intuitive. I have some difficulty distinguishing the '5' and the '6' on my meter and inadvertently notified '6' instead of '5' for the first figure. The web page came up with a dialogue asking me to check again as it seemed I'd used more than my average. Excellent!
    Originally posted by lisa110rry
    Hello,

    We are so happy that you continue to be very happy with our service.

    Did you know that if you refer friends or family who sign up with So Energy you both get rewarded with £20? You can get your unique personal referral code by logging into your online account and sharing the link.

    Regards
    Nilesh
    So Energy Team
    Official Company Representative
    I am the official company representative of So Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • lisa110rry
    • By lisa110rry 31st Jan 18, 6:11 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    Thanks for that Nilesh, but I prefer to just say nice things about companies who have been easy and accurate to work with!
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
    • Cherokeebluesome
    • By Cherokeebluesome 31st Jan 18, 8:15 PM
    • 30 Posts
    • 30 Thanks
    Cherokeebluesome
    Hi all, like a lot of posters on this thread we switched to SO energy in early December 2017. So far everything is ticketty boo and we are very happy to be with them. Would absolutely have no hesitation in recommending them.
    • dowagem
    • By dowagem 5th Feb 18, 1:49 PM
    • 2 Posts
    • 1 Thanks
    dowagem
    dowagem
    SO Energy are the first small company I have signed up to and have been very satisfied so far. I have just signed up for a second year and in the last twelve months have recommended and signed up my mother and two friends. The signing on process is simple and clearly explained and you can see how it is progressing online. I have contacted customer services a couple of times and have had no problems getting through to a representative who has dealt with my enquiry in a clear and efficient manner. In my case I built up sufficient credit to warrant a reduction in monthly payment and this was arranged by SO Energy without any prompting by me. Like most energy providers SO Energy rates have increased and I could save by switching but not enough to be worthwhile this time.
    • dwynwen
    • By dwynwen 22nd Feb 18, 1:52 PM
    • 5 Posts
    • 0 Thanks
    dwynwen
    inflated forecast use to up direct debit
    'In my case I built up sufficient credit to warrant a reduction in monthly payment and this was arranged by SO Energy without any prompting by me.'

    The opposite is happening for me. Even though I am in credit, they want to up my monthly payments from £32 to £51! I have just submitted an up-to-date reading but they have not updated my forecast usage based on this. Instead, my forecast usage and monthly payments are still being based on inflated estimated use. E.g, over an eight month period, they estimated I'd use 2,110 kw, but I only used 1,285. Quite a significant difference! They still seem to be basing the next four months on the estimated figures rather than the actual. As such, they want the higher monthly payment. Not right. Waiting for someone to get back to me.
  • So Energy
    'In my case I built up sufficient credit to warrant a reduction in monthly payment and this was arranged by SO Energy without any prompting by me.'

    The opposite is happening for me. Even though I am in credit, they want to up my monthly payments from £32 to £51! I have just submitted an up-to-date reading but they have not updated my forecast usage based on this. Instead, my forecast usage and monthly payments are still being based on inflated estimated use. E.g, over an eight month period, they estimated I'd use 2,110 kw, but I only used 1,285. Quite a significant difference! They still seem to be basing the next four months on the estimated figures rather than the actual. As such, they want the higher monthly payment. Not right. Waiting for someone to get back to me.
    Originally posted by dwynwen
    Hello Dwynwen,

    Prior to the reading provided to us on 20th February 2018 the last readings we had from you was in June 2017. Therefore your account has continued to be billed on estimates. Based on these industry estimates your account was in debit which is why we contacted you to advise that your current payment amount in inadequate and we need to increase them from £32 to £51.

    You provided us with readings on 20th February 2018, two days later our Payments Manager contacted you and agreed to reduce your payment amount to £28 per month based on the readings you provided.

    It is important that customers provide us regular meter readings to prevent the payments being increased unnecessarily. This can be done easily within a few minutes by simply logging in to your online account.

    If you still have any further concerns please send us an email to complaints@so.energy

    Regards
    Nilesh
    So Energy Team
    Official Company Representative
    I am the official company representative of So Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • lisa110rry
    • By lisa110rry 25th Feb 18, 4:25 PM
    • 1,741 Posts
    • 3,036 Thanks
    lisa110rry
    So Energy can only be accurate if you provide regular readings! Seems to me they came through once again, once they had your reading. I do my readings every month on the 14th and every month on the 15th, get my account for the month. Last year, at the six month stage (March, next month), I had less than one month's payment in my account, so So Energy wanted to increase my payment (their t&cs do clearly state they want you to have one month's credit), but because we were going into the warmer period and I provide regular readings, they agreed to waive this. I did have a credit sum in my account at the end of the contract, but rather than roll this over to my next contract (I stayed with them), they provided me with a very prompt refund.
    “And all shall be well. And all shall be well. And all manner of things shall be exceeding well.”
    !!!8213; Julian of Norwich
    In other words, Don't Panic!
    • CATH4343
    • By CATH4343 26th Feb 18, 9:10 PM
    • 10 Posts
    • 5 Thanks
    CATH4343
    So Energy STILL a Fantastic energy provider!
    Well I never thought I'd stay with an energy provider but I've just signed up for my 3rd year with So Energy! Yes I could have saved a small amount with another provider BUT I have never had a company be so straight forward to deal with, very quick to respond to queries and genuinely concerned if you're not happy with their response. I'll give you my example:- I had accrued credit (due to both sons leaving home - was it something I said ?) I was confused then as to why my renewal payment was going up so I asked. The reply I got explained about the rate increases. (Still confused!) I was asked if I was happy with the response I'd had (mini survey to check customer satisfaction) so I said no I felt I'd not had my question fully answered. Within 24hrs the original person had emailed me back to say that he was sorry he hadn't fully answered my query and further explained that when calculating the new monthly payment it is done based just on energy usage and that as I had accrued a large credit I could choose to have it back on renewal (allowing for one months d/d payment to remain) OR all back if I chose another provider.
    So Energy in my opinion CARE about their customers and that is important to me. They are easy to contact and quick to reply so yet again I am a very happy customer who happily recommends them.
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