Helping Vulnerable Customers

As the current energy price situation continues to unfold against the backdrop of the UK’s wider cost-of-living crisis, we’re very aware that it’s more important than ever that we find ways to support our customers.

From helping you to feel empowered when it comes to making informed decisions around saving energy at home to helping with paying your bills for those that need it, read on for a summary of some of the ways that we might be able to help you.

Supporting customers in Greater Manchester via our new partnership with Groundwork

You may have recently spotted our news that we’ve partnered with the brilliant charity Groundwork in Greater Manchester. Groundwork Greater Manchester is part of the Groundwork Federation Charity, which consists of 16 Trusts across the UK, each committed to creating greener, stronger and healthier local communities. 

Part of the fantastic work that Groundwork does involves supporting people with their energy use, helping them to power and heat their homes in an efficient, environmentally-friendly way. Practically speaking, this includes energy debt advice, as well as home visits from Groundwork’s team of Green Doctors, who can offer free installation of small, energy-saving measures such as LED energy efficient light bulbs, radiator foils and draught proofing.

As a result of our partnership, a select number of So Energy customers who live in the Greater Manchester area are now eligible to access support from Groundwork, via a referral from our team.

Extra support for those with special requirements with our Priority Services Register

If you have special requirements, you may want to add your details to our Priority Services Register (PSR). This could be anything from having trouble reading your bill to relying on energy to run medical equipment at home. Our priority services are designed to provide you with peace of mind, and there are a number of reasons why you may be eligible to join the register - including having a physical or mental health condition, being registered deaf, blind or partially sighted, or living with a child under the age of 5. 

You can find further information on the Priority Services Register, including how to sign up, here. 

If you are struggling to pay your bills, get in touch to discuss your options

We know that it’s not always easy to keep up with your bills, especially in light of the ongoing cost-of-living crisis. If you do find that you are struggling, the best thing to do is get in touch with us and we discuss ways that we might be able to help.

Solutions will vary customer to customer, but this might include reviewing your monthly Direct Debit payments to match your regular consumption and clear any arrears over a longer period, or offering a temporary reduction in your monthly payments if you have had a sudden change in circumstances such as loss of employment.

In the first instance, we request that you get in touch via email on help@so.energy, or by using the contact us form in the help section of our website.

Government support

At the start of June, we also recently released a round up of the Government's latest means of support, here. That blog outlines a £400 grant for all domestic energy customers, a council tax rebate, as well as specific support for pensioners and those on means-tested and disability benefits respectively. 

The Government’s Warm Home Discount scheme will also reopen in September this year. The scheme is a Government initiative designed to support lower-income households through the winter. If you qualify you will receive a one-off payment of £140 on energy bills. For further information on how to find out whether you qualify for the scheme, visit the Help section of our website here. 

Third party advice

Lastly, there’s plenty of brilliant independent advice from third parties out there, if you still need guidance. Here’s three resources that we recommend checking out:

• MoneySavingExpert - for a wealth of resources and guides from the UK’s consumer champion Martin Lewis CBE

• Citizens Advice - also offers many free online resources and information that may be useful, including advice on what to do if you’re struggling to pay your energy bills

MoneyHelper - the Government-backed financial guidance website offering free and impartial help