What We're Doing For You

At So Energy we’re committed to instilling a sense of community with how we operate as a business. We’re committed to going further as a business, both in how we operate internally and how we support our customers. In this blog we’ll explain some of the ways we’re acting with community at the heart of what we do.

Support for customers struggling to pay bills

We understand it’s a difficult time for customers amidst the cost of living crisis. But we want to ensure you know what help we can offer. The sooner you get in touch, the sooner we can better understand your circumstances and help. We’ve got an in depth blog about support that is available if you’re struggling to pay your bills. Find out more here.

Priority Services Registration and Vulnerability Commitment

Our Priority Services Registration (PSR) is our commitment to make sure we do more for those who need it. Whether you’ve got a medical condition or have been struggling in other ways- we can help! This means we can offer extra help such as making sure you’re prioritised if there’s a power cut in your area. Our full eligibility can be found here.

The Vulnerability Commitment is a voluntary agreement launched by Energy UK in December 2020. It is open to all energy suppliers and aims to improve the support available to vulnerable households.  We’re proud to be a founding signatory of the initiative, and we have pledged to continually improve our services for those who need it the most. Some of the commitments involve providing adequate communication channels for customers to reach us on, along with responding to feedback on how we can make our communications more simple to understand. You can read more about the Vulnerability Commitment here.

Partnerships and collaborations

• We’re working with Mencap to provide visual help for our customers who might struggle to understand their bills or read their meters. In these helpful guides, we’ve used visual storytelling to educate customers about their bills and meters. We believe tailoring how we communicate, helps reach more of our customers, ensuring we’re acting with them in mind. We’ll be releasing these soon!
• We’re working with ‘Plain English Campaign' to review some of our most visited content to ensure the language is as simple and clear as it can be
• We’re working with debt charities such as MoneyHelper and StepChange helps customers to get expert debt advice and fee-free debt management to help tackle debts
• Check out the UK Government’s Help for Households scheme, where there’s different support to help you through with the cost of living

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Remember, you can also contact us Monday to Friday 9am - 5pm on 0330 111 5050 or email us at help@so.energy. Our Help Centre is also a great way to find information online that helps you with any issues you may have.

At So Energy we’re committed to being more than just an energy supplier. The work we do outside of providing energy is testament to how we believe in driving positive change for our customers and working towards a fairer industry.

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