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OCTOPUS ENERGY

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Octopus Energy – Key Points

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:

  • pink tickFair, transparent pricing that reflects the wholesale costs of energy.
  • pink tickControl over your supply so you can leave at any time without having to pay any exit fees or tie-ins.
  • pink tickAt least 50% renewable electricity on its standard and variable tariffs and 100% renewable electricity on its green tariff.
  • pink tickFast and flexible customer service with no call centres.

Octopus Energy – The History

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 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 Energy 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:

  • pink tickwind generation
  • pink tickanaerobic digestion plants, which use the natural breakdown of plant waste to make electricity
  • pink tick“rapid response” gas generation, which balances supply when there’s no wind and sun.

As of October 2016, it is estimated that Octopus Energy had 40,000 customers.


Contact Octopus Energy

If you have any questions, the best place to start is online. The FAQ section on the website https://octopus.energy/help-and-faqs/ should answer most questions.

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 hello@octopus.energy or using Facebook: facebook.com/octopusenergy.

If you would prefer to talk to someone, you can call:

  • pink tick0333 344 2268
  • pink tick0808 164 1088

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 issueresolution@octopus.energy. If you would prefer to write, the address is: 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.

Below is a map directing you to the Head Office.

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Low Income & Debt Help

If you are struggling to pay your energy bills, you need to get in touch with them 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:

  • pink tickdeferring payment for a short period of time
  • pink tickagreeing a debt repayment plan
  • pink tickagreeing a regular instalment plan for future bills
  • pink tickarranging for payments to be taken directly from your benefits using the Fuel Direct Scheme, if you are on certain means tested benefits
  • pink tickinstalling a prepayment meter.

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:

  • pink tickswitching from halogen lightbulbs to LED lightbulbs
  • pink tickswitching off appliances at the socket rather than using the standby mode
  • pink tickavoiding using your immersion heater except for emergencies
  • pink tickusing your washing machine and dishwasher only when they are full
  • pink tickfilling the kettle with only as much water as you need
  • pink tickfitting good loft insulation, cavity wall insulation and double glazing.

Octopus also recommends visiting the Energy Saving Trust website for even more ideas.


Warm Home Discount Membership

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 https://www.gov.uk/the-warm-home-discount-scheme/

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Fuel Sources Explained

Ofgem requires all energy companies to tell their customers the sources they use for their electricity.

The fuel disclosure for April 2015 to March 2016 as follows:

 Electricity supplied by Octopus EnergyAverage for the UK (for comparison)
Coal1%17%
Natural Gas1%32.30%
Nuclear1%23.70%
Renewables97%24.30%
Other Fuels0%2.50%
Total100%100%

 Octopus EnergyAverage for the UK (for comparison)
CO2 Emissions13g/kWh290g/kWh
High Level Radioactive Waste0.0004g per kWh0.007g per kWh

Currently available Gas & Electric Tariffs

Tariff NameVariable TariffFixed Rate TariffExit Fees
Flexible OctopusYesNoNo exit fees
Green OctopusNoYesNo exit fees
Octopus 12M FixedNoYesNo exit fees
Super Green OctopusNoYesNo exit fees

Last Updated: 02/06/2018