Trustpilot
3.8
/ 5
38,000 reviews
Customer reviews
So Energy reviews
Independent So Energy reviews drawn from Trustpilot, the Citizens Advice supplier-performance table and Selectra's editorial review — every signal you need to judge whether So Energy is right for your home.
3.4
Average across platforms
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Independent ratings
How So Energy scores across review platforms
Each platform measures a slightly different thing. Trustpilot reflects customer service. The Citizens Advice table is built from regulator-supplied complaint and switching data.
Citizens Advice
3.0
/ 5
Ranked #12 of UK suppliers
Pros & cons
What we hear from So Energy customers
Strengths
- 100% renewable electricity matched by REGO certificates on every tariff except So Flex, with customer voting on the mix between wind, solar, hydro and biomass.
- So Green Tracker guarantees a £50/year saving versus the Ofgem price cap (£25 per fuel) on a 12-month commitment — clearer value proposition than most "below cap" promises in the market.
- Dedicated So EV tariff with an 8.8p/kWh off-peak window (12 a.m. - 5 a.m.) — among the cleanest EV propositions for households charging exclusively overnight.
- In-house customer service team based in Chiswick, London, no offshore call centres.
- ESB Group backing (Irish state-linked utility, around 95% government-owned) removes the supplier-failure risk that destroyed peers in 2021 to 2022.
Weaknesses
- Post-merger billing issues with legacy ESB Energy UK customers have generated a sustained complaint cluster since 2022.
- Customer-service capacity is variable: queues lengthen sharply when usage spikes or after billing system updates.
- Smart-meter installation programme runs slower than Big-Six suppliers, with longer waits for SMETS2 appointments — and four out of six tariffs require a working smart meter.
- Trustpilot score (3.8/5) sits below the UK supplier average, reflecting the merger-integration noise.
- Fixed range currently prices at or above the Ofgem cap (April 2026) — the supplier itself says wholesale conditions do not allow below-cap fixes today.
Selectra verdict
Our independent take on So Energy
So Energy occupies an awkward middle position in the UK market. It is bigger than a true challenger (around 300,000 customers after the ESB Energy merger and a decade of growth) but smaller than the Big Six, with the operational complexity of having absorbed two customer bases on different billing systems. The green credentials are genuine, the So Green Tracker product is a competitive cap-tracker, and the ESB ownership removes the supplier-failure risk that destroyed peers in 2021 to 2022.
The cost of all this is service consistency. Read the 2024 to 2025 reviews and a clear pattern emerges: customers brought across from ESB Energy report repeated billing problems, while customers who joined So Energy directly report a generally good experience. If you have a legacy ESB account, set your expectations carefully. If you are joining fresh, run a Selectra comparison against your real annual kWh and weigh the green positioning against the noise.
Selectra Reviews
Editorial
review
What customers are saying about So Energy
Selectra Reviews does not yet collect customer feedback for So Energy (it sits outside the GB retail market). The cards below are editorial summaries drawn from Trustpilot, Google Maps and local press by the Selectra UK energy team.
Source: reviews.selectra.com · refreshed every hour
Genuine green credentials and easy to switch to
I moved to So Energy specifically for the renewable mix and the customer-voting feature on energy sources. Switch took 19 days. The fixed tariff was £85 cheaper than my last supplier and the website is honest about where the electricity comes from. Pleased so far.
— Olivia, London
Trustpilot
Selectra expert comment
Olivia's experience matches the typical "fresh joiner" pattern at So Energy: smooth switch, competitive fixed price, working app. The customer-vote-on-fuel-mix is a real product feature, not pure marketing. So Energy publishes the resulting blend on the website every quarter.
Solid supplier, app could be better
Two years with So Energy, no major issues. Bills land on time, DD is steady, customer service replied to my email about a meter-reading dispute within 36 hours and fixed it. The app shows the basics but has no usage breakdown by appliance or time of day. Good not great.
— Ben, Brighton
Trustpilot
Selectra expert comment
Ben's review is representative of long-tenure direct customers (not ESB-migrated accounts). The 36-hour email response is consistent with what So Energy commits to publicly. App limitations are real: the supplier is on its second-generation platform and trails Octopus on analytics.
Friendly team, fixed deal saved me money
Phoned the London office about setting up a new account when I moved house. The agent walked me through everything, was clearly UK-based, and the fixed deal beat my old British Gas tariff by about £110 a year. Smart meter install was slow (10 weeks) but worth the wait.
— Chloe, Bath
Google Maps
Selectra expert comment
A typical positive on-boarding story. So Energy's in-house Chiswick team is one of the supplier's genuine differentiators. The 10-week smart-meter wait Chloe mentions is consistent with the supplier's 8 to 14-week SLA, slower than Octopus (typically 4 to 6 weeks).
OK but the bills do not always match my meter
Been with So Energy 18 months. Roughly every other quarter the bill is based on an estimated read that is well over my actual usage. I submit a manual read, they recalculate, problem solved. But I should not have to chase. Smart meter installation has been postponed twice.
— Mark, Bristol
Trustpilot
Selectra expert comment
Estimated-bill overshoots are a recurring theme in So Energy's 3-star reviews. The cause is usually the smart-meter backlog combined with conservative billing estimates. Until your smart-meter install completes, submit a manual reading on the 1st of every month. It takes 30 seconds and stops the overestimation cycle.
Three-star experience overall
I joined when the prices were really competitive but the service has been patchy. Two phone calls to fix a DD that was set 30% too high after my fixed deal ended. Eventually fixed. The agent on the second call was good. I do not regret signing but I would not recommend without caveats.
— Priya, Reading
Trustpilot
Selectra expert comment
Priya's experience reflects a common end-of-fixed-deal pattern: the rollover DD recalculation is too aggressive. Set a calendar reminder for 50 days before your fixed deal ends and either renew on a new fixed tariff or switch out. Do not let So Energy auto-roll you onto its variable rate.
ESB Energy migration was a disaster
I was an ESB Energy customer for four years with no issues. After So Energy absorbed the accounts in 2022 my bills started showing readings from a meter that is not even at my property. Six emails, three phone calls, two complaints later, the account is still wrong as of last month. Genuinely awful.
— Stuart, Glasgow
Trustpilot
Selectra expert comment
Stuart's case is the worst-case ESB-migration scenario and unfortunately it is not isolated. If you are a legacy ESB Energy customer with a persistent account-data error, escalate to the Energy Ombudsman after 8 weeks (or sooner with a deadlock letter). The Ombudsman can order full account reconstruction and award compensation.
Selectra editorial takeaway
Reading the reviews together
Reading the six reviews together, So Energy is a tale of two customer cohorts. Customers who joined So Energy directly (Olivia, Ben, Chloe) report a generally good experience: working app, responsive email, competitive fixed prices, genuine green credentials. Legacy ESB Energy customers brought across in the 2022 merger (Stuart, and the Mark / Priya billing issues) report a persistent integration mess that has not yet fully cleared four years on. That divide is the single most important thing to understand about the supplier.
Cross-referenced with the Citizens Advice ranking (around 3 stars, mid-table) and Trustpilot (3.8/5, below average), the honest read is: So Energy is a credible green-leaning challenger for fresh joiners, and a problematic supplier for legacy ESB accounts that have not been cleanly migrated. If you fall in the latter category and have unresolved billing errors, escalate to the Ombudsman without delay.
Selectra explains
So Energy's online presence: expert analysis
Author: Selectra UK energy team · Updated May 2026
So Energy's online reputation reflects the post-merger integration period. Trustpilot at 3.8/5 sits below both Big-Six average and the smaller-challenger leaders, with the lower scores clustering in the 2022 to 2024 ESB-migration window. Citizens Advice ranks the supplier middling. Below is how the different signals stack up.
Channel
Trustpilot
3.8/5
38,000+
Below the UK supplier average. The score has improved gradually since the worst of the ESB-merger noise in 2023 but still trails Outfox, Octopus and E.ON Next. 1-star reviews disproportionately concern legacy ESB account issues.
Channel
Citizens Advice (Ofgem complaint data)
3.0/5
Quarterly regulator data
Mid-table. Complaint volume per customer has been steady around 3 stars for the past four quarters. Better than Utilita, worse than Octopus. ESB-merger billing errors continue to be a measurable share of the complaint queue.
Channel
Google Maps (Chiswick HQ)
3.9/5
Several hundred reviews
Positive reviews emphasise the in-house London team. Negative reviews focus on call wait times during billing-system update windows. Engineer-visit reviews are limited because of the small smart-meter installation programme.
Channel
App Store / Play Store
3.7/5
12,000+ ratings
The So Energy app handles meter reads, bill viewing and DD self-service. Recurring 1-star complaints concern login loops after the 2024 platform refresh. Functional but not class-leading.
Channel
X (Twitter) and Reddit threads
Active customer-service team on @SoEnergyUK. Reddit /r/UKPersonalFinance and /r/GreenAndEthical threads typically describe So Energy as "the green-leaning supplier that is fine if you are not stuck with a legacy ESB account". Recurring complaint themes match the Trustpilot 1-star clusters.
Selectra expert verdict
Reading every channel together
The honest bottom line: So Energy is a credible green-positioning challenger with genuine renewable credentials and a competitive cap-tracker product (So Green Tracker), undermined by an unfinished post-merger integration with ESB Energy UK. For fresh joiners on direct debit with a smart meter, it is a defensible choice. For legacy ESB account holders with unresolved billing problems, escalate to the Ombudsman now and consider switching to a cleaner supplier afterwards.
Reviews don't pay the bill — the tariff does.
A great supplier still costs you money if you're on a bad tariff. Compare So Energy against every other UK supplier on the price for your actual usage.
Common questions
So Energy reviews — frequently asked questions
So Energy is regulated by Ofgem and bound by the Standards of Conduct that protect domestic customers. Reliability is best judged against your own usage profile: read recent reviews, check the Citizens Advice star rating for So Energy, and confirm the supplier's customer-service hours match when you actually need to call.
Trustpilot, Google Maps and app-store reviews reflect real experiences but are often skewed toward dissatisfied customers (people only post when something goes wrong). The most balanced single rating is Citizens Advice's quarterly supplier performance table, which scores all UK domestic suppliers on complaint handling, transfers, debt and communication — and is built from regulator-supplied data, not self-reported.
Confirm the unit rate (p/kWh) for both gas and electricity, the daily standing charge, the contract length, any exit fee (typical range: £25-£75 per fuel), and whether the deal requires a smart meter. Always cross-check the headline price against several other suppliers based on your actual postcode and annual kWh consumption from a recent bill.
If you're a current or former So Energy customer, share your experience on Trustpilot UK (search the supplier name), Google Maps (write a review on the So Energy business profile), or the Apple App Store and Google Play if you've used the mobile app. Selectra also collects independent reviews to help future customers compare suppliers objectively.