This year, the energy industry has seen a huge increase in the price of wholesale gas and electricity. The rising cost means that energy suppliers, including So Energy, need to pay more for the energy we’re buying to supply your home. In response to these higher prices, the Government has provided financial support packages to protect consumers from these rising prices.

We understand many customers are worried about energy bills this winter, so we’re here to keep you informed about changes in the energy industry, how it affects you and what support we (and the Government) can offer.

  • How are tariffs changing?

    Energy suppliers are paying more for wholesale energy, so we need to charge customers more for the energy we provide. There is help at hand to protect you from rising costs and the Government’s financial support is outlined below.

    Since 1 October, our tariff charges have changed. All customers on So Flex and customers on some of our fixed tariffs can use our Energy Price Guarantee discount checker to see our projections of the new tariff rates and discounted prices. Please note that unit rates are discounted while standing charges are not. As a guide, we expect: low energy users to pay less than they do today; typical users to pay about the same as they do today; and high users to pay more than they do today but still a lot less than what was previously projected.

    If you’re currently on a fixed rate tariff that’s coming to an end, we’ll automatically move you to our So Flex plan as it’s the cheapest available tariff. We’ll inform you of any changes to your plan or bill over email.
  • How will my Direct Debit change?

    Your monthly Direct Debit is the regular monthly payment you make towards the cost of your energy usage. When the price of our standard variable tariff (So Flex) increases, we need to adjust our customer’s monthly payments to avoid going into energy debt. If you're on our So flex tariff, your unit rates and standing charges will have changed on 1 October. We have emailed all affected customers more information about this and we’re also sending out Direct Debit reviews. If you’re yet to receive updates to your Direct Debit payments, don’t worry, we’ll be in touch in the next few weeks.

    In our email about Direct Debits, we ask for an up-to-date meter read and recalculate your monthly payment amount based on your estimated annual consumption and new tariff rates. If you have a Direct Debit set up, the discounts from the Energy Bills Support Scheme and Energy Price Guarantee is also included. See below for more details on these government financial support packages.

    Some customers on fixed rate tariffs will also see changes to their Direct Debit payments. We are contacting these customers with relevant changes. If you are yet to hear from us, don’t worry, we’ll be in touch over the coming weeks if we need to make changes to your payment 

    Find out more about how we review your payments on our help page and the process for reviewing Direct Debits here.
  • When will my Direct Debit change?

    Rest assured we won't make any changes to your payments without letting you know. We have been reviewing all Direct Debits for customers on our So Flex tariff (and customers on some of our fixed tariffs) since mid-September. As part of this review process, we’ll send you an email with your new rates and your new Direct Debit amount. Changes to your energy bills are in effect from 1 October.
  • Is there support from the Government in response to the rising energy prices?

    The Government has recently introduced the Energy Price Guarantee which caps average household energy bills at £2,500 a year for a typical household. This is a cap on the cost of each unit of gas or electricity a household uses, there is no discount to the daily standing charges. The Energy Price Guarantee came into effect on 1 October and is automatically factored into your bills, you don’t need to do anything.

    It's important to remember the cap isn’t an absolute limit to your energy bills - it is a cap on the price per unit of electricity or gas. The more energy you use, the more you will pay, so your actual yearly bill could be greater or smaller than £2,500.

    The Energy Price Guarantee is in addition to the support offered by the Energy Bills Support Scheme set by the Government, which provides households with a £400 discount on their electricity bills over the course of 6 months. This discount will automatically be applied to your bills from October to March - once again, you don’t need to do anything.

    There are a few scams around the Energy Bill Support Scheme, so we’d like to inform you that we will not be contacting you asking for your Direct Debit details for you to benefit from this scheme.

    Previously, the energy regulator (Ofgem) proposed raising the price cap from £1,971 a year to £3,549, but the Energy Price Guarantee replaces this former price cap.

  • What if I can't pay?

    We endeavour to always offer our customers the best deal for their energy usage and provide support where we can when money is tight. If you’re concerned you won’t be able to pay following our review of your monthly Direct Debit, speak with us and we can work out a payment plan with you. Installing a smart meter is also an effective way to control and monitor your energy usage, and submitting regular meter readings helps us make your energy bill more accurate. Read our energy-saving tips and support we offer our customers.

  • Should I have done anything on 1 October?

    If you didn’t submit a meter read, submit one as soon as you remember. To ensure the energy changes are as straightforward as possible for our customers, we’ve been recalculating Direct Debit payments inclusive of the Energy Bills Support Scheme discount and new unit rates set by the Energy Price Guarantee. We’re communicating these to you via email. If you’re yet to hear from us, don’t worry, we’ll be in touch in the coming weeks.

    If you’re on our So Flex tariff and don’t have a smart meter, submit a recent meter read via your online account. (Not sure how to read your meter? Find out here. To learn how to submit a reading, click here.) If you have a smart meter, you don’t need to submit any meter readings - learn more about smart meters here
  • If you provide 100% renewable energy, why are prices going up? 

    So Energy buys 100% renewable electricity. This means that for every mwh (megawatt) of electricity we supply to you, we work with renewable generators to match that amount with a green certificate (or REGO).

    The price we pay for wholesale energy is based on the blended prices of all sources of energy in the country, which includes wind, solar, coal, gas, and nuclear. The price of energy is the same, no matter the origin and the cap on energy is based on the cost of all sources of energy.

    On average, about a third of the electricity from the grid is from renewable sources, while more than a third is powered by natural gas. Because gas is still needed in the mix to supply electricity to the country, the wholesale prices across the country are heavily influenced by the cost of generating from gas power stations. So even though it’s cheaper to generate energy from renewable sources, the price that suppliers and consumers pay is affected by these big increases in gas market.

    Find out more about our energy.