22.07.2020 - Please note, some of the information in this post is now out of date. We have an updated post on how we're partially reopening here. If, however, you're interested to see how we responded to lockdown, please so read on.
It would be almost impossible by now for anyone reading this to be unaware of COVID-19, and the number of companies that are taking precautions to ensure not just the safety of their team members, but also that they’re continuing to provide services for their customers during what we appreciate is a difficult time for everyone. We’re no different.
In order to protect our teams, their families and their local communities, and to help flatten the COVID-19 curve, everyone at So Energy will be practising social distancing by working from home for the foreseeable future. We feel this is the safest way to maintain the 5-star standard of support you’re used to, and to do the best for everyone that makes up Team So Energy.
What does it mean for you?
We want to reassure you of a couple of things. Firstly, your supply will not be interrupted during this period, no matter what.
Secondly, if you think that keeping up with bills may become an issue, we’ll work with you on flexible payments to ease some of that pressure.
In line with keeping our teams and customers safe, we'll be suspending all non-urgent metering appointments for the foreseeable future. If you suspect your meter is faulty, please contact customer support and we'll assess the issue, arranging a visit to your home at a later date if necessary.
From a customer service perspective, working from home won’t impact the high standards you’re used to. We’ve issued laptops and other equipment to all team members and so your calls, emails and webchats won’t be handled any differently to how they normally are, other than the physical location.
Getting in touch with us
You can still get in touch with us in the usual ways, over the phone (0330 111 5050), on email at firstname.lastname@example.org and via the webchat in your account section within our normal operating hours of 9am-5pm, Mon-Fri.
If your query relates to a power cut, or if you can smell gas, please refer to the emergency section of our website.
If your call is about payments or billing, having an up-to-date meter reading to hand when you call will help us to help you more quickly, and keep call waiting times down for everyone.
Ultimately, we’re proud to work with teams that we know we can rely on in a crisis, and you can rest assured that we’ll continue to give you the support you need throughout. If you need us, we’re here.
If you have any questions or concerns about this period and what it means for you, please let us know using the contact details above. Thank you so much for your patience.