Energy Market Update

Following recent developments in the news, our thoughts are with those affected by the situation in Ukraine, and their family and friends around the world as they face this distressing time.

We want to reassure our customers that we will continue to provide our products and services as normal whilst we closely observe the international developments.

The uncertainty caused by this situation has led to another sharp spike in the prices of gas all over the world as fears mount over European supply shortages. This means that there’s been an immediate increase in the price of newer fixed term tariffs across the industry.

Your Tariff

We understand that this is concerning, and we are monitoring this situation as it develops. At this time, our advice to customers is to remain on your current tariff.

All of our customers who are on our variable tariff, So Flex, are protected by the price cap that’s set out by Ofgem. While the price cap will increase on the 1st of April, it will still be lower than the fixed rate deals currently available.  If your contract is due to end soon, you will automatically be moved on to our variable tariff, So Flex, which is our cheapest tariff and you do not need to take any action or contact us – this will happen automatically.  If you are on a fixed term tariff you will not be affected.

We don’t know how long this situation will last and suggest that you keep checking your online account for updates on when it's a good time to renew your tariff again. We will be in touch with you once the market stabilises and we can offer you a fixed tariff option again.

Getting in Touch

Understandably, this situation has led to an increase in customers contacting our customer service team. Our priority at this time is to support those most affected. To help us to do that, we ask that if your request isn’t urgent, you get in touch via email on help@so.energy, or by using the contact us form in the help section of  our website.

We also have lots of helpful information in our help section which may cover some of your questions already.

If you have an emergency

Please check our guide on what to do in an emergency. For instance, if you suspect you have a gas leak, it takes you through the steps you need to take.

We understand that this is a worrying time, but we want to assure you as a So Energy customer that – whatever happens in the market - we’re here to stay and to supply your home.  

If you’re struggling to pay your bills

Check out the help section of our website, or get in touch with us via email at help@so.energy and we can discuss ways in which we can help you.

If you need independent advice

Advice on the best thing to do depending on your circumstances will change with the situation, so here are some resources to help you decide:

• Martin Lewis has a wealth of advice on his website and in his email newsletter.
• Citizens Advice can offer free advice.
• Ofgem’s website has some great resources that cover more detail about the changing price cap.
• The Government’s Money Helper website is also a useful resource.

We will continue to keep you updated about changing energy prices and what this means for you. Please keep an eye on our website and social media channels for updates.