Octopus Energy says that everything it does is designed to make its customers’ lives better while also being as kind to the planet as possible. To help in this mission it makes four commitments:
Octopus Energy was started by Greg Jackson and Octopus Investments in 2011. Greg’s aim was to make energy better because he felt people were paying too much and being messed around by energy suppliers too often. Octopus Investments was founded in 2000 to build companies that make a difference. Through Octopus Energy it has a market-leading position in renewable energy. It is also a market leader in tax-efficient investment, smaller company financing and healthcare.
Octopus opened its first solar generation plant in 2011. In 2017 it has 154 solar farms in the UK and 66 in France. This means it is the UK’s largest investor solar. In fact, when the sun shines, its farms generate 40% of the UK’s large scale solar – enough to power 250,000 homes, which is a city the size of Manchester.
The company also invests in:
As of October 2016, it is estimated that Octopus Energy had 40,000 customers.
Octopus Energy says if you have any questions, the best place to start is online. It has an FAQ section on its website at https://octopus.energy/help-and-faqs/.
If you can’t find the answer in the FAQ section of its website, Octopus suggests getting in touch with its customer service team online. The team is available 8:00am to 8:00pm seven days a week and they usually reply within the hour. You can get in touch by emailing email@example.com or using Facebook: facebook.com/octopusenergy.
If you would prefer to talk to someone, you can call:
The phone lines are open from 9:00am to 5:00pm, Monday to Friday.
Octopus aims to be transparent and fair in everything it does. If you feel you have not been treated fairly, transparently, honestly or appropriately, you should let the company know by emailing ThatsNotFair@octopus.energy.
If you would like to make a complaint, the company says to call 0333 344 2268 between 9:00am and 5:00pm from Monday to Friday. You can also email firstname.lastname@example.org. If you would prefer to write, the address is Octopus Energy Ltd, 20-24 Broadwick Street, London, W1F 8HT.
If you smell gas, or suspect a leak, call the National Gas Emergency Helpline on 0800 111 999.
If you have a power cut, call 105 (free) to get help and advice from your local network operator.
If you are struggling to pay your energy bills, Octopus Energy says you need to get in touch as soon as possible on 0333 344 2268. Lines are open between 9:00am and 5:00pm from Monday to Friday.
The company says it may be able to offer you the following solutions:
Octopus also makes several energy saving suggestions on its website. It says that saving energy will not only save money but also save the planet. Its suggestions include:
Octopus also recommends visiting the Energy Saving Trust website for even more ideas.
Octopus Energy is not part of the Warm Home Discount Scheme. Instead, it says it has set its prices as low as possible to make its energy affordable for everyone.
The Warm Home Discount Scheme gives eligible people a £140 discount on their electricity bill between October and April. The Warm Home Discount Scheme payment doesn’t affect your annual Winter Fuel Payment or any Cold Weather Payment you might receive.
You are automatically eligible for the scheme if your energy company is a member of the scheme and you get the Guarantee Credit element of Pension Credit. People who are on a low income or get certain means-tested benefits and have their electricity from suppliers who are part of the scheme may also be eligible. If you think you may qualify, you need to apply for the payment via your electricity supplier.
For more information on the Warm Home Discount Scheme you can visit www.gov.uk/the-warm-home-discount-scheme/
Ofgem requires all energy companies to tell their customers the sources they use for their electricity.
Octopus Energy gives its fuel disclosure for April 2015 to March 2016 as follows:
|Electricity supplied by Octopus Energy||Average for the UK (for comparison)|
|Octopus Energy||Average for the UK (for comparison)|
|High Level Radioactive Waste||0.0004g per kWh||0.007g per kWh|
|Tariff Name||Variable Tariff||Fixed Rate Tariff||Exit Fees|
|Flexible Octopus||Yes||No||No exit fees|
|Green Octopus||No||Yes||No exit fees|
|Octopus 12M Fixed||No||Yes||No exit fees|
|Super Green Octopus||No||Yes||No exit fees|
Last Updated: 02/08/2017