We know accessibility is important, so we want to make our systems and services are easy to access.
This page outlines what measures we have in place to support this mission. In the lower half of this page you will also find our accessibility statement.
Ways to Contact Us
If you ever need to contact us, you have multiple options at your disposal:
· Webchat: available for everyone who can access our website
· Phone: 0330 111 5050
· E-mail: help@so.energy
· Postal Address: So Energy, Care of Apogee, 6 – 8 Bonhill Street, London, EC2A 4BX
Website Translation & Accessibility
We recognise that English may not be your first language, so our website is optimised to work with most browser based automatic translations software, allowing access to information in multiple languages. As with all such software, it won’t always be perfect but this will suffice for most energy related queries.
Our website is also built to be fully compatible with screen magnification and text to speech tools.
Phone Translations
We primarily provide phone support in English.
However, we are proud of the diversity of our staff, and our agents may be able to offer support in other languages. When you are connected to one of our colleagues, ask them if any support can be provided in a language you are familiar with. They will then try to find someone within So Energy who speaks that language and work out the best way to communicate in the situation (in some cases we’ll have to send a follow-up email). If our colleague happens to be familiar with the requested language, they may be able to switch to it on the same phone call.
We hope you’ll understand that we won’t be able to offer support in your language in all instances. If we cannot, our agents may be able to provide limited support using automated translation tools, though we recommend that you add a trusted person who is able to communicate in English to your account as a secondary contact (see below).
Adding a Trusted Contact
To help with communication, you can choose to add a secondary contact to your account. This allows a person you trust (family member, friend, neighbour etc.) to make enquiries and request changes to your account on your behalf. The secondary contact is not named on the bills.
Our colleagues can help you add a secondary contact when you reach out via the methods outlined above, all you need is the name, separate phone number and email address of the person you want added. The secondary contact will be able to discuss your account with us going forward, using their own details to pass data security checks.
Relay UK
Our phone system is fully compatible with Relay UK. Relay UK is provided by BT and helps deaf, speech-impaired, and hearing-impaired people talk to organisations or each other over the phone.
Follow this link to start using Relay UK.
Access via Phone/Tablet
Our website and your online energy account can easily be accessed from most smartphones or tablets. You can easily add a link to your online account to your home page.
Bill Delivery
We send customers a bill (energy statement) each month in an accessible format (PDF) straight to their email inbox. Most text to speech devices and other assistance software are fully compatible with this format and can be used as additional ways to access the information on the bill.
Bill Delivery Alternatives
We think the best way to engage with us is online, via our website and your online account. In situations where you struggle to engage with these tools and need your bills in a different format, reach out to us and we may be able to provide alternative bill delivery methods.
Accessibility Statement
This is an accessibility statement for So Energy.
Measures to support accessibility
So Energy takes the following measures to ensure accessibility of the So Energy website:
· Assign clear accessibility goals and responsibilities.
· Front-End Engineering accessibility guidelines are followed in all code reviews
Conformance status
The Web Content Accessibility Guidelines (WCAG) define requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. So Energy is partially conformant with WCAG 2.1 Level AA. Partially conformant means that some parts of the content do not fully conform to the accessibility standard.
Feedback
We welcome your feedback on the accessibility of the So Energy website. Please let us know if you encounter accessibility barriers on So Energy:
· Web chat: available for everyone who can access our website
· Phone: 0330 111 5050
· E-mail: help@so.energy
· Postal Address: So Energy, Care of Apogee, 6 – 8 Bonhill Street, London, EC2A 4BX
Compatibility with Browsers and Assistive technology
The So Energy website is designed to be compatible with the following assistive technologies:
· Keyboard navigation with all modern browsers across Windows and Mac OS
So Energy may not be compatible with:
· Any browser which is older than its last 3 major versions
Technical Specifications
Accessibility of the So Energy website relies on the following technologies to work with the particular combination of web browsers and any assistive technologies or plugins installed on your computer:
· HTML
· WAI-ARIA
· CSS
· JavaScript
These technologies are relied upon for conformance with the accessibility standards used.
Limitations and Alternatives
Despite our best efforts to ensure the So Energy website is accessible to all, there may be some limitations. Below is a description of known limitations, and potential solutions. Please contact us if you observe an issue not listed below.
Known limitations of the So Energy website:
· There are currently no known limitations
Assessment Approach
So Energy assessed the accessibility of the So Energy website by the following approaches:
· Self evaluation
Formal Complaints
We do our best to ensure that you are happy with the service we provide you. However, sometimes things go wrong or don’t work in the way you might have expected. If this happens we make it easy for you to contact us so that we can hopefully rectify the situation as soon as possible. Alternatively, you can read more about making a complaint here.