What should I do if a So Energy customer has passed away?

We understand it's a difficult time and that you may have a lot of things to handle. We will do our very best to make sure the process can be as easy as possible for you. We'd recommend getting in contact with us so we can help arrange any affairs related to the energy supply, and avoid sending any emails or bills to the person who has passed away.

Please contact us on 0330 111 5050 between the hours of 9am to 5pm, Monday - Friday, or email us anytime at help@so.energy and our friendly Customer Service team will be able to assist.


What information do I need when I call or email?

We aren’t expecting you to have everything handy when calling, although it would be great if you could have as much of the following as possible:

  • Details of the person who has passed away - their name, supply address, date they died and their So Energy account number
  • Details of the person taking responsibility for the deceased’s affairs - their name, contact number, email address and their role (this will usually be an Executor if there is a will or an Administrator if there isn’t)
  • Your name, contact number, email address and relationship to the deceased
  • An up to date meter reading for the supply address
  • Details on what is happening with the property (i.e. - Being sold, occupied, vacant etc.)


What happens if the person who passed away owned the property?

If someone else will be living in the property:
If they’re already named on the account, we’ll change the name and bank details on the account and keep the account active.
If they’re not named on the account, we require written or verbal consent from the person taking responsibility to change the name on the account.

If the property is going to be sold:
We will require contacting you from time to time to gather information regarding the sale of the property. We will also put on a hold on the account to cease all communication.


What happens if the person who passed away rented the property?

After receiving the date of passing and up to date meter reads, we will then close the account and send a final bill to the person dealing with the deceased’s estate.


Is a copy of the death certificate required?

Yes, please post a copy of the death certificate (not the original) to one of the following:
So Energy
The Light Box
111 Power Road
London
W4 5PY

Or email a scanned copy to help@so.energy

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