Headquarters London, England
Octopus Energy is a small, independent gas and electricity supplier that has recently taken off in a big way, putting a lot of time and money into renewable energy. They claim to be the UK's largest investor in solar farms, with 154 solar projects in the UK and 66 in France. One of their tariffs comes with 100% renewable electricity and full carbon offset gas, meaning no carbon footprint whatsoever for their customers. They are also the official supplier of Arsenal Football Club.
Customer service reviews
Octopus Energy is the new allocated supplier for Iresa Energy customers. Iresa has become the latest small supplier to cease trading as of 27th of July 2018. Ofgem, the industry regulator, has said that Iresa’s 100,000 customers would not see an interruption to their electricity and gas supplies. Iresa customers will be transferred to Octopus Energy's cheapest tarriff.
Octopus Energy are one of the most highly rated energy suppliers in the market. They have invested heavily in customer service and have received a landslide of positive reviews as a result. They managed to rank 3rd in the Which? customer service review 2018 and are the only Which? recommended supplier. In the categories of ‘bills accuracy and clarity’ and ‘value for money’, they scored five stars.
And that’s not their only accolade. Octopus also won the Uswitch supplier of the year award and the best customer experience award this year.
However, aside for winning prizes do customers agree with the critics about Octopus Energy? 92% of people that reviewed Octopus Energy on Trustpilot gave them the best possible mark. The majority of these comments were in regards to their ease of switch and efficiency when relaying information between the two parties. However, customers were also satisfied with the friendly customer service and low call waiting times. Not to mention that a large number of people that switched over to Octopus had an avid interest in renewable energy and loved the innovative digital-first attitude of the company.
Citizens Advice has also sung Octopus Energy’s praises giving them nearly full marks in every category. They stated that over 90% of customers received an accurate bill on time within the last year. After extensive testing, they found that Octopus answered their phone in a snappy 1.02 seconds. And the best part? Their response time for sales was the same as for customer service, which tells us that they value their current customers just as much as the new ones.
“If you don’t own your customer experience, you just don’t own your business.”
Octopus Energy CEO Greg Jackson
It’s not just on the phone that they are sweeping customers off their feet though. Their “digital first customer service” has been hugely successful with customers. Octopus has invested a lot of time and money into developing what they call “the Kraken,” a cloud-based billing system and integrated customer service system which allows them to deal with customers needs quickly and efficiently. No more waiting on the phone to speak to someone - you can choose live chat, to communicate through the portal, via their app or by email. In the Citizens Advice Survey Octopus Energy was the fastest company to respond to emails, answering in an average of less than one minute.
The system is manned by their DigiOps team, staffed mainly by women returning to work after having children and who work freelance for the company. We love that they are providing fair employment opportunities. Octopus says the DigiOps team help offer Octopus’ 300,000 customers a completely personalised service - one which no other company has. Octopus CEO Greg Jackson commented that “If you don’t own your customer experience, you just don’t own your business.” We can certainly get on board with that!
This competitive attitude towards providing a unique digital experience has convinced Marks and Spencers Energy to ditch their deal with big six giant SSE and change to using Octopus as their supplier. M&S claim that not only will eight out of ten customers save money compared to the deal they are on now, they will also be happier with the customer service. They spent over a year testing the waters with Octopus by sending mystery shoppers and deciding whether or not switching to Octopus was the best decision for their customers.
If it’s good enough for M&S it’s good for us. Overall, Octopus Energy have an extremely competent customer service department. If you are worried about switching to an independent energy supplier, then don’t fret about Octopus, they have certainly made a name for themselves as being a top-notch supplier. Watch this space as we are sure that they’ll go far.
If you are a new or existing Octopus Energy customer, you can can login to your online account and manage your account via their online portal. You can login to this by clicking the button placed below. If you have not yet set up your account or forgotten an element of your login credentials, you can do so through the same link. Once you are in, you will be able to do the following:
- Pay your bills online
- Check your past usage
- Submit your meter readings
- Edit your personal account information
If you would like to login to your online account you can do so via the link below:
Octopus Energy’s online portal isn’t the only way you can manage your energy online. The company have made dealing with your gas and electricity on the go as easy as possible by introducing their mobile app which you can download from the app store if you have an iPhone.
The Octopus Energy app can do everything that most other apps can do: You can check your balance, submit meter readings, view your billing history and contact the customer service team. However, the app is the first gas and electricity product to track prices on a daily basis, meaning that you can see exactly when and how you are using your energy day by day.
Interestingly, the app will also display exactly how much Octopus Energy is paying for their energy at any moment -revealing some uncomfortable truths for the big six. It’s easy to see that Octopus Energy’s profit margins are 20% less than some of the other bigger suppliers. How’s that for transparency!
Tariffs & Prices
In terms of prices, especially for renewable energy, Octopus Energy is certainly one of the cheapest electricity suppliers on the market; however, they still have a little bit to go before they reach the level of ‘cheapest on the market’. They currently release different priced tariffs multiple times per month so the best way to get an up-to-date comparison would be to give us a call. Octopus Energy, much like many gas and electricity suppliers in Britain, only provide Direct Debit as their payment option.
Octopus Energy has some really unique tariffs such as Octopus Agile. This a 100% green energy tariff with plunge pricing. That means that it’s a fantastic option for people who are charging their electric cars at home, using storage heaters such as those provided by Fischer Energy or are generally using more electricity outside the peak times between 4pm and 7pm.
The tariff gives customers access to half-hourly prices. So, when more energy is generated than consumed and prices fall customers can take advantage of it. In the last 12 months, the prices fell to 2p per kWh 31 times and below 0p per kWh 4 times. They can then use the Octopus Energy API to programme their smart devices, leading to considerable savings.
Customers on the tariff will receive an SMS when the prices fall or rise dramatically, always keeping them aware of what is going on in the energy market at any given time. They’ll also be protected by the “price Cap Protect” which means that they will never pay more than 35p per kWh - no matter how much more the prices may go up.
Octopus also have a special deal with Arsenal Football Club to provide special tariff deals to fans. With their Arsenal Green Tariff not only will you be using renewable energy but you will be entered into a draw to win Arsenal prizes such as signed t-shirts, footballs and stadium tours every month.
Below you can see the tariff label information (TLI) for Octopus Energy’s ‘Octopus 12M Fixed March 2018 v1’:
|Region||Elec price per kWh||Elec standing charge||Elec yearly price||Gas price per kWh||Gas standing charge||Gas yearly price||Dual Fuel Yearly|
|North East EN||13.58p||18.9p||£489.97||2.9p||18.9p||£431.49||£921.45|
|North West EN||13.66p||18.9p||£492.45||2.97p||18.9p||£440.24||£932.68|
|Yorkshire & Humber||13.39p||18.9p||£484.08||2.89p||18.9p||£430.24||£914.31|
|Merseyside & N Wales||14.14p||18.9p||£507.33||3.01p||18.9p||£445.24||£952.56|
|South East EN||14.13p||18.9p||£507.02||3.15p||18.9p||£462.74||£969.75|
|South West EN||14.54p||18.9p||£519.73||3.17p||18.9p||£465.24||£984.96|
As you can see from the above, in all areas of the country, Octopus Energy have rather cheap gas and electricity prices; however, there is still a £45 difference over the year between their cheapest tariff and Selectra’s supplier of the month ‘Tonik Energy’s cheapest tariff. That said, switching to an Octopus Energy tariff would certainly make you a quite considerable monthly saving.
As mentioned above Octopus Energy currently offer a 100% renewable electricity tariff, called the ‘Super Green’ that also contains 100% carbon offset gas. This means that customers signing up to this tariff have absolutely no carbon footprint.
Due to Government regulations, all energy suppliers across Great Britain now have to release publicly available information about their fuel mix. The fuel mix is where an energy supplier receives their electricity from. The reason for this is that as a country we have renewable energy targets to achieve and the only way to do this is to have all energy generation companies focusing harder on green methods.
The average percentage of renewable energy represented in a GB supplier’s fuel mix is 24%, which is massively beaten by Octopus energy with a renewable amount of 69%. The majority of their tariff sales recently have also been the 100% renewable tariff that they have, as this has been the cheapest.
Octopus is a renewable energy supplier and is the UK’s biggest investor in solar farms, providing 40% of the UK’s large-scale solar power and generate enough electricity to power a quarter of a million UK homes. Huge scale solar farms such as their solar farm in Tiverton Devon are blazing the trail in the renewable energy field.
They also invest, albeit on a smaller scale, in wind generation, anaerobic digestion plants and rapid response gas generation to fill in the gaps.
Their Super Green Tariff is 100% renewable energy with full carbon offset gas so you can proudly claim that your home is completely carbon neutral.
Octopus also offers a range of electric vehicle (EV) options so that customers’ cars can be just as eco-friendly as their homes.
Octopus Energy is currently rolling out a test wave of Secure SMETS1 smart meters, which is the same as Eon, First Utility, Ovo Energy etc. use. If you are interested in having one in your home you can get in contact with them using the contact information provided in the section below. You can also read their blog to find out more information about their rollout.
If you switch to Octopus Energy and have one of these meters installed then you will be able to keep your smart meter functionality. However, if you have smart meters that were provided by another company your smart meters will lose their functionality and revert back to a “dumb meter.” This means that you will have to go back to doing your meter readings manually.
By 2020 the UK Government is hoping to have all homes in the country installed with smart meters. This is part of their national rollout that received great reception up to now. You can learn more about smart meters by clicking the link below:
Bills with Octopus Energy can only be paid by direct debit. You can manage how much you pay for your direct debit in the online account either on their webpage or from the app. There are no discounts for online billing, dual fuel or direct debits as Octopus Energy prefers to focus on simply keeping their prices as low as possible for all of their customers.
Octopus Energy will take a payment from you on your start date with them. This is to ensure that your account won’t fall into debt early in your contract and to provide you with a kind of buffer to make sure your monthly bills stay more stable.
At the moment they don’t have the facilities to deal with customers who have prepayment meters (PayG.)
If you want to save a little extra money on your bills, Octopus Energy has a referral scheme. For each friend who signs up to Octopus, you will receive a £50 discount on your energy bill and £50 for your friend. Additional savings can be made if you have a Santander 123 account as you can get current account cashback with Octopus Energy.
It’s easy to submit meter readings with Octopus Energy and they provide you with various ways of doing so through their app, on the online portal or over the phone.
For customers who have a “secure smart meter” meter readings will be submitted automatically but if you want to check the meter manually you can do so by following this procedure.
For a standard electricity tariff, do the following:
1) Press 9 on the keypad.
2) You'll see the letters "IMP KWH" appear on the screen.
3) On the bottom right of the screen, you'll see numbers and kWh.
4) Take the first 7 digits – this is your reading.
For an Economy 7 electricity tariff, do the following:
1) Press 6 on the keypad.
2) If it's during the evening/off-peak time, you'll see IMP R01, followed by 8 digits.
3) This is your off-peak rate, and you only need the first 7 digits for your reading.
During the day/peak time, you'll see IMP R02, followed by 8 digits. This is your peak rate, and you only need the first 7 digits for your reading.
For a smart gas meter, do the following:
1) Press 9 on the keypad.
2) VOLUME will show on the screen.
3) You'll find 6 digits and "m3" at the bottom right of the screen.
4) Take the first 5 digits as your reading.
Warm Home discount scheme
The Warm Home Discount scheme is a programme backed by the UK government to help people in need pay their energy bills. Customers can get up to £140 discounted from their energy bills during the period of October to April.
Octopus Energy doesn’t currently participate in this scheme as they want to make sure that all their customers can have energy at affordable prices. Some customers might find that they will save more than £140 simply by switching to Octopus Energy as they are still a lot cheaper than the big six suppliers.
Octopus Energy provides energy to both small and large businesses via their dedicated business energy page. There are a variety of benefits to being a business energy customer with Octopus energy such as purchasing power directly, salary sacrifice schemes, installation of car charging points and bespoke energy deals.
For small businesses, they provide a myriad of ways to show off your 100% renewable energy business status such as window stickers, digital logos and sustainability reports.
You can check out their dedicated business tariff page.
In our experience customers generally have a really good relationship with Octopus Energy and they are one of the companies who not only have very few complaints but who tend to resolve them quickly. They are also one of the only energy companies who give you the direct email of the chief executive if you feel that customer support can’t resolve your problem.
In the last quarter of 2018 Octopus received 529 complaints. Of these 529 complaints, they resolved 492 in total. 51% were resolved within one working day while 90% were resolved in 13 weeks.
Of course, if you have a problem with Octopus Energy you can contact them to start a complaints procedure.
Send a letter to...
Octopus Energy Ltd,
1 Upper James Street,
Send an email to...
For more complex problems that can’t be resolved, you can contact the specialised complaints team on 0333 344 2268 between 9am and 5pm Monday to Friday or email the Chief Executive, firstname.lastname@example.org
When you contact their customer service they will try to resolve your problem by providing you with an apology, action and compensation if they feel that is appropriate.
If one of their customer service agents can’t resolve your problem then you can “escalate” your complaints and talk to one of the dedicated customer service managers who will try to resolve your case as quickly as possible. Failing that you can write to the chief executive explaining the problem with your account number and contact details.
Usually, in these cases, they will aim to resolve your case in under 8 weeks. If it can’t be resolved by Octopus then they can provide you with a deadlock letter in order to contact the Energy Ombudsman.
If you are moving home you can contact Octopus on their website or on the app up to three days after you move out to give them your final meter readings. This is something that you must remember to do before you move house in order to close your account and so that they can pay you your final bill or get a refund if their estimation was off.
At the same time, if you wish to stay with them as a supplier, they can set up the supply for your new home before you move in, making sure that you don’t end up paying more than you should.
Electrical Vehicle Tariffs
Octopus Energy has started a new venture into the world of electric cars with their new website Octopus EV. The website provides bundles including EV leases, chargers, energy and a free helpline.
On the website, they have branched out into leasing electric cars for domestic and business customers and have partnered with My Energi to install smart 2appi charge points for their customers. With these smart charging points, customers can take advantage of Octopus Energy’s new “time of use” energy tariff especially designed for bringing down the charging cost for electric vehicle (EV) owners. The charge points will auto charge during the cheapest hours.
The new tariff, called Octopus Energy Go, lets EV owners charge their cars for only 5p per kilowatt hour for four hours each night, which could make owning an EV 10 times cheaper than having a car running on fossil fuels.
Octopus Energy compares their tariff to an economy 7 tariff on steroids. Economy 7 tariffs, also known as differential tariffs, reduce rates for seven hours per night. However, the Go tariff could be up to 25 per cent cheaper and 70% cheaper than the current big six tariffs.
If you would like to get in contact with Octopus Energy you can do so via any of the contact methods provided below. If you prefer to talk someone directly with a fast response time, your best option would be to give them a call using the number provided below; however, if you prefer to send an email or talk online, that option also exists.
Send a letter to...
20-24 Broadwick Street,
Send an email to...