Leaving So Energy: exit fees, notice period, fixed tariff ending, moving home and contact

So Energy Trading Limited (company number 09263295) supplies gas and electricity to around 300,000 homes from Power Road Studios in Chiswick, west London. Founded in 2015, it merged with ESB Energy in August 2021; the Irish state-owned utility ESB holds 75 % and the business trades as So Energy. This page is based on So Energy’s domestic terms and conditions, its complaints and about pages, the ESB announcement, Citizens Advice data for April to June 2026 and Ofgem’s rules. The exit fee for your own tariff is in your online account and Welcome Pack, so check that too.

How to leave So Energy

You can switch to another supplier or another So Energy tariff at any time (clause 7.5). The normal way is to sign up elsewhere: the new supplier notifies So Energy, the switch completes within five working days under Ofgem’s rules, and you have 14 days to cancel the new contract if you change your mind. So Energy then bills you to the switch date using your final reading.

If you prefer to give notice yourself, clause 7.2 applies: at least 28 days, and the contract only ends once another supplier has started supplying the property (or it has been disconnected) and everything you owe has been paid. A supplier can object to a switch if you have been in debt for more than 28 days, so clear the balance first. New customers also have the cooling-off right in clause 7.1: cancel at no cost within 14 days of the email confirming your request was accepted.

Notice period and fixed tariffs

So Energy sells mainly fixed tariffs. Clause 7.5 says that if you switch away from a fixed price tariff before the end of the contract, So Energy may charge an early exit fee; the amount is not printed in the general terms but is shown in your online account and in your Welcome Pack. Ofgem’s licence conditions then limit when that fee can be charged: never in the 49 days before the end date, and never after the end-of-contract notice, which must arrive 42 to 49 days before the fix ends.

Clause 6.1 covers what happens next. If your fixed tariff is due to end and you have not asked for a new one, you are transferred to the standard variable tariff, or to a fixed tariff with no exit fee in a manner that complies with the supply licence. The timing and the choices are explained in Fixed energy tariff ending.

Price rises: your rights

On a fixed tariff, clause 4 promises that So Energy will not change your prices or impose new conditions to your detriment during the contract, other than in a way that complies with its licence, for example passing through a VAT increase. On the variable tariff, charges can change but So Energy commits to due notice in advance; Ofgem’s standard licence conditions set that at 30 days. If So Energy receives notice within that window that another supplier is taking over, it cannot apply the higher charges or a termination fee. Clause 7.3 adds a contractual route: if you do not agree with changes to the terms, you can end the contract with 28 days’ notice.

Moving home

Clause 5 is unusually specific. You must tell So Energy at least 3 days before your move-out date. If you ask it to supply the new property, it cancels the old contract, sets up a new one for the new address and charges no early exit fee. If you do not take So Energy with you and are mid-fix, the exit fee may apply. Say nothing and the contract continues until someone else takes responsibility for the supply, with you liable for all energy used until you no longer own or occupy the property. Our general checklist is in Moving house: what to do about your energy supplier.

Contact and complaints

Citizens Advice lists So Energy’s phone line as 0330 111 5050, open Monday to Friday 9am to 5pm and closed at weekends, with email help@so.energy and web chat. Its April to June 2026 customer service score was 2.85 out of 5, eleventh of sixteen suppliers.

So Energy asks for complaints by email to help@so.energy and publishes its results: in the second quarter of 2026 it resolved 49 % of complaints the same or next working day and 93 % within eight weeks. If yours is not resolved after eight weeks, or you receive a deadlock letter, you can take it free of charge to the Energy Ombudsman (0330 440 1624, enquiry@energyombudsman.org) within 12 months. The Ombudsman’s decision binds So Energy once you accept it. Free advice at any stage: Citizens Advice consumer service on 0808 223 1133.

What to check before you switch

Log in and read the exit fee and end date under your tariff details. More than 49 days before the end date, weigh the fee against the saving; inside the window the switch is free. Clear any balance older than 28 days, take a meter reading and note your annual kWh from a recent bill (our bill explainer shows where). Then compare on the UK energy comparison, follow How to switch energy supplier, and set the contract end reminder so the next 49-day window does not pass unnoticed.