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Energy company reviews

So Energy

By Jade Harding

Article 27 of 33

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So Energy

So Energy is a small energy supplier whose ethos is 'simplicity, honesty and great value'. But is So Energy the best energy company for you?

So Energy is a relatively new 100% renewable electricity firm which claims to 'always be one of the best-value energy providers’.

It says it uses the latest technology to be as efficient as possible and keep costs to a minimum, so it can pass savings on to its customers.

The company offers a range of simple tariffs targeted at customers who want to pay by monthly direct debit. So Energy does not currently offer a prepayment meter option.

This small firm promises that its fixed-rate tariff will always be one of the best deals available. It also lets customers decide where they source their renewable electricity from - you can use an online voting poll on So Energy's website. It doesn’t currently supply green gas.

You can find out how So Energy's prices compare with your current deal - use Which? Switch to compare gas and electricity prices.

So Energy customer score

So Energy came joint second out of 30 energy companies rated by 7,429 members of the public in the annual Which? customer survey. Its customers rated So Energy higher than any of the Big Six energy firms.

The other supplier that finished joint second was Robin Hood Energy.

So Energy score breakdown

Below we show the breakdown of So Energy’s score from our latest survey. Scroll down to see what its customers think of its prices and customer service.

Find out how So Energy compares with other energy companiesclick to see the full results of the best and worst energy companies.

Which? verdict on So Energy

So Energy is included in our survey for the second year, since it was founded in 2015, and on both occasions it has done well.  

Customers gave good feedback overall on all of the aspects of its service that we asked about, but were particularly enthusiastic about its value for money, bills and online customer service (all of which received a full five-star rating).

So Energy prices

The highest proportion of customers of any supplier rated So Energy as good or excellent value for money – that's 93% of customers.

Such positive feedback is likely to be bolstered by So Energy’s ‘low price policy’, which states that its single fixed tariff will always be in the cheapest 10% of energy deals available for the average user. So Energy says it looks at the average annual cost of gas and electricity for a ‘medium’ user across the UK to establish this.

The low price policy applies to both single rate and Economy 7 meters. It only applies to the company's fixed deal - so once your tariff expires, so will the price promise.

So Energy was also highly praised by customers for its bills. Of all the firms included in our survey, So Energy customers were most likely to rate bill accuracy as good or excellent.

So Energy customer service

It also achieved the full five stars for its customer service online; one of 11 firms to do so. It got a slightly lower rating for its phone customer service, with four out of five stars.

Customers can also speak to So Energy quickly, according to our latest energy companies call waiting times investigation. It was the fastest firm both to answer the phone and respond to emails.

It took just 38 seconds on average to answer our calls – streets ahead of the slowest firm (Scottish Power), which took more than 21 minutes on average.

Emails took just 29 minutes on average to get a response, compared with more than five days for the slowest firm included.

So Energy gives its customers the chance to vote for where they want their energy to come from using an online polling system.

Although we didn’t receive enough responses to give So Energy a rating for complaints handling, it gets a very low level of customer complaints, according to industry data.

So Energy received four stars out of five for helping customers to understand and reduce their energy use.

So Energy doesn’t currently cater for prepayment meters, although will take customers on Economy 7 meters.

Pros: Competitively priced fixed tariff, customers praise its accurate bills

Cons: Doesn't supply prepayment meters, no customer service at the weekend

So Energy electricity sources

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