Digital channels
- Email: [email protected]
- Contact form: Online enquiry form
- Account: My Account portal
- Live chat: Available — see So Energy Help & Support pages
Customer service
Contact So Energy
Every way to reach So Energy customer service in the UK — general enquiries, prepayment, gas emergency, HomeCare, complaints, Welsh service, Relay UK textphone and the Energy Ombudsman complaint route.
At a glance
The So Energy numbers that matter most
Online portal
My Account
Bills, meter reads, direct debit
For a suspected gas leak or carbon-monoxide release, leave the property and call the National Gas Emergency line on 0800 111 999 immediately — free, 24/7, covers every UK gas supplier (not just So Energy). Do not switch on lights or use any electrical appliance. For a power cut, dial 105 to reach your local electricity network operator.
Every line you might need
So Energy phone directory
Different queries route to different teams. Use the directory below to dial the right line first time and skip the in-line transfer.
| Department | Number |
|---|---|
| General enquiries | 0330 111 5050 |
| Gas emergency — National Gas Emergency line (free) | 0800 111 999 |
| Power cut — local network operator | 105 |
| Energy-theft reporting (Stay Energy Safe, free) | 0800 023 2777 |
Power cut right now?
Lost power? Report it and check the live map
A power cut is fixed by your local network operator, not your supplier. Call 105 free, 24/7 (Northern Ireland: 03457 643 643), then report it so neighbours can see it on the live UK map.
In writing
Email, contact form & postal address
Postal addresses
Head office
So Energy Trading Limited Studio 2, Power Road Studios 114 Power Road, Chiswick London W4 5PYComplaint not resolved?
Escalate free to the Energy Ombudsman
If So Energy has not resolved your complaint within 8 weeks, or has issued a deadlock letter sooner, you can escalate free of charge to the Energy Ombudsman — the independent ADR scheme approved by Ofgem. The Ombudsman's decision is binding on So Energy. Legacy ESB Energy UK customers migrated to So Energy in 2022 should escalate any unresolved billing-data error here — the Ombudsman can order full account reconstruction and award compensation.
Social channels
Reach So Energy on social media
Social channels are useful for service updates, simple questions and outage alerts. For anything involving sensitive personal data (bills, payments, debt), use the phone line or the secure online account.
Common questions
Contacting So Energy — frequently asked questions
You can reach So Energy customer service on 0330 111 5050, Mon-Fri, 9 a.m. to 5 p.m. (closed bank holidays). For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
Call 0330 111 5050 (Mon-Fri, 9 a.m. to 5 p.m. (closed bank holidays)) and follow the voice menu — choosing the option for an existing-customer billing query, or saying "speak to an agent", usually reaches a human fastest. Lines are quietest early morning and mid-afternoon midweek. Have your account number and supply postcode ready so the adviser can pass security quickly.
It depends on the prefix. 0800 and 0808 numbers are free from UK landlines and mobiles. 03 numbers (such as 0330, 0333 or 0345) cost the same as a standard 01 or 02 call and are included in any inclusive minutes on your mobile or landline tariff, so they are effectively free for most callers. The National Gas Emergency line (0800 111 999) and the 105 power-cut line are always free, 24/7.
For life-threatening emergencies always call 999. For a gas leak, suspected carbon-monoxide release or damaged gas pipe, call the National Gas Emergency line on 0800 111 999 — free, 24/7, and covers every gas supplier in Great Britain (not just So Energy). For a power cut, dial 105 to reach your local electricity network operator.
Yes — email So Energy at [email protected]. Include your account number, supply postcode and a clear description of the issue so the team can route the message quickly.
First, raise the issue directly with So Energy — by phone, email, contact form or online account. Keep written records of every notice and reply. If the complaint is not resolved within 8 weeks, or you receive a deadlock letter sooner, you can escalate it free of charge to the Energy Ombudsman, the independent ADR scheme approved by Ofgem. The Ombudsman's decision is binding on So Energy.
Yes — So Energy offers a chat service. Live chat is best for quick questions, account look-ups or simple billing queries. Use the secure online account or phone for anything involving sensitive personal data.