Support for our customers

At So Energy, support isn’t a nice‑to‑have. It’s built in to how we look after our customers every day, and especially when they need it most.

When energy costs rise, or life takes an unexpected turn, paying for energy can become harder. At So Energy, we’ve helped thousands of customers in need, and we could help you too.

We offer hands-on help for our customers who are going through a difficult time for all sorts of reasons. We take your individual circumstances seriously, and focus on finding the right support for your situation.

From direct financial help, to home improvements, and personal advice, our focus is simple: help customers stay warm, lower their bills and feel supported.

Here’s how we’re doing that.

Practical support, shaped around real needs

Customers need different kinds of support at different times. We take the time to understand what will make the biggest difference in each situation, and connect them with the right help.

This can include:

• direct financial help or debt support
• in‑home visits and one‑to‑one advice
• energy‑saving improvements
• help finding extra income or benefits

Our teams work closely with customers, whether support comes directly from us or through our trusted partners.

Warm Home Discount: one-off energy credit to help with bills

We take part in the Government’s Warm Home Discount scheme every year, helping eligible customers with a one-off payment of £150 towards their energy bills.

The scheme also supports wider initiatives like So Solar, the So Energy Fund and our partnership with LEAP (see below).

In England and Wales, eligible customers are usually identified automatically and we apply the credit when we’re notified. In Scotland, some customers need to apply through the Broader Group scheme, which opens in late summer via your online account.

Last year we supported almost 40,000 customers with a one-off payment of £150. Check if you’re eligible when details are updated this year at Warm Home Discount.

So Solar: installing solar for lower bills long-term

Through So Solar, one of our Warm Home Discount Industry Initiatives, we’ve installed fully funded solar panels and battery storage to 60 customers who need them most. These installations mean customers can generate and store their own energy, reduce their electricity bills, and stay warm.

All customers were on the Priority Services Register (PSR) and were selected carefully, with priority given to those with medical needs and higher electricity use.

For these customers, solar and battery storage isn’t just about technology, it’s about greater comfort, stability and control over energy costs.

Make sure you’re included on our Priority Services Register, or check your information is up-to-date. If you meet the criteria we’ll get in touch when the scheme reopens later in the year.

The So Energy Fund: direct financial help

When customers are struggling to keep up with energy costs, quick and practical financial help can make a real difference. The So Energy Fund gives direct support to help ease that pressure. So far we’ve supported 1687 customers with over £280,000

This support has helped customers reduce arrears, manage bills and gain some breathing space.

Customers who’ve benefitted from this fund have been selected because of their personal situation. This fund’s not possible to apply for, but it’s important to make sure your Priority Service Register information is up-to-date so we can check eligibility.

So Energy and the Local Energy Advice Partnership (LEAP)

Through our partnership with LEAP, we look beyond help with energy bills. We offer support from start to finish, including advice, home visits and practical improvements.

So far, we supported almost 1000 customers with:

• advice over the phone and by a home visits
• energy-saving measures such as LED bulbs, draught-proofing, chimney balloons and radiator panels
• installing white goods

• boiler replacements
• heating system tune-ups
• identifying additional income of over £83,000

All this support has helped customers use less energy, improve their comfort at home and boost their income.

Discover more about what our partnership with LEAP could do for you, by visiting Apply for LEAP.

Help4Homes: support for customers in Scotland

In Scotland, we fund the Help4Homes scheme to support customers facing higher energy costs.

This includes:

• solar panels and battery storage
• tailored advice on using energy more efficiently
• support to reduce energy use at home

If you live in Scoltand, and would like to find out more, explore the Help4Homes scheme.

The difference this support makes

Across all these programmes, So Energy is helping customers by:

• giving direct financial help and debt relief
• delivering practical energy‑saving improvements at home
• offering personal advice and in‑home support
• helping customers access extra income and benefits
• making energy bills more manageable over time

Every programme is designed around real solutions for customers, not just box‑ticking.

Our Bill Support Hub

If you’re worried about your energy bills, or are struggling financially, go to our Bill Support Hub, where you’ll find:

• ways you can make a difference to your energy costs
• ways So Energy can support you directly
• information on government schemes and initiatives
• contact details for charities and organisations that can help you cope during difficult times

Please don't struggle in silence, contact us as soon as possible. There are a few ways we can help, but we can't do anything unless you get in touch. You're not alone. We want to help.

What we’re exploring next

We know there’s more we can do. We’re currently exploring ways to strengthen and improve how customers access support. We’ll update you here as soon as we have anything else to share.

Support built around people

Real support means focusing on what makes a difference.

We’ll continue to build practical support that helps customers lower bills, improve comfort and get through difficult times.

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