Digital channels
- Email: [email protected]
- Contact form: Online enquiry form
- Account: My Account portal
- Live chat: Available — see Octopus Energy Help & Support pages
Customer service
Contact Octopus Energy
Every way to reach Octopus Energy customer service in the UK — general enquiries, prepayment, gas emergency, HomeCare, complaints, Welsh service, Relay UK textphone and the Energy Ombudsman complaint route.
At a glance
The Octopus Energy numbers that matter most
Online portal
My Octopus Account
octopus.energy/login - account, bills, meter readings, tariff switch
For a suspected gas leak or carbon-monoxide release, call the National Gas Emergency line on 0800 111 999 immediately — free, 24/7, covers every UK gas supplier. Leave the property, do not switch on lights or use any electrical appliance.
Every line you might need
Octopus Energy phone directory
Different queries route to different teams. Use the directory below to dial the right line first time and skip the in-line transfer.
| Department | Number |
|---|---|
| General enquiries (UK) | 0808 164 1088 |
| Business switching | 020 3868 0265 |
| Moving home | 0808 164 1088 |
| Complaints | 0808 164 1088 |
| Textphone via Relay UK | 18001 0808 164 1088 |
| Gas emergency - National Gas Emergency line (free) | 0800 111 999 |
| Power cut - local network operator | 105 |
| Energy-theft reporting (Stay Energy Safe, free) | 0800 023 2777 |
Power cut right now?
Lost power? Report it and check the live map
A power cut is fixed by your local network operator, not your supplier. Call 105 free, 24/7 (Northern Ireland: 03457 643 643), then report it so neighbours can see it on the live UK map.
In writing
Email, contact form & postal address
Postal addresses
Head office
Octopus Energy 1 Upper James Street Soho London W1F 9DEWritten complaints
Complaints Team Octopus Energy 1 Upper James Street Soho London W1F 9DEComplaint not resolved?
Escalate free to the Energy Ombudsman
If Octopus Energy has not resolved your complaint within 8 weeks, or has issued a deadlock letter sooner, you can take it free of charge to the Energy Ombudsman — the independent ADR scheme approved by Ofgem.
The Ombudsman's decision is binding on Octopus Energy. Using it does not affect your right to take court action separately. Have your account number, complaint reference and key dates ready before you file.
Social channels
Reach Octopus Energy on social media
Social channels are useful for service updates, simple questions and outage alerts. For anything involving sensitive personal data (bills, payments, debt), use the phone line or the secure online account.
Common questions
Contacting Octopus Energy — frequently asked questions
You can reach Octopus Energy customer service on 0808 164 1088, Mon-Thu 9 a.m. to 5 p.m.; Fri 9 a.m. to 4 p.m.. For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
Call 0808 164 1088 (Mon-Thu 9 a.m. to 5 p.m.; Fri 9 a.m. to 4 p.m.) and follow the voice menu — choosing the option for an existing-customer billing query, or saying "speak to an agent", usually reaches a human fastest. Lines are quietest early morning and mid-afternoon midweek. Have your account number and supply postcode ready so the adviser can pass security quickly.
It depends on the prefix. 0800 and 0808 numbers are free from UK landlines and mobiles. 03 numbers (such as 0330, 0333 or 0345) cost the same as a standard 01 or 02 call and are included in any inclusive minutes on your mobile or landline tariff, so they are effectively free for most callers. The National Gas Emergency line (0800 111 999) and the 105 power-cut line are always free, 24/7.
For life-threatening emergencies always call 999. For a gas leak, suspected carbon-monoxide release or damaged gas pipe, call the National Gas Emergency line on 0800 111 999 — free, 24/7, and covers every gas supplier in Great Britain (not just Octopus Energy). For a power cut, dial 105 to reach your local electricity network operator.
Yes — email Octopus Energy at [email protected]. Include your account number, supply postcode and a clear description of the issue so the team can route the message quickly.
First, raise the issue directly with Octopus Energy — by phone, email, contact form or online account. Keep written records of every notice and reply. If the complaint is not resolved within 8 weeks, or you receive a deadlock letter sooner, you can escalate it free of charge to the Energy Ombudsman, the independent ADR scheme approved by Ofgem. The Ombudsman's decision is binding on Octopus Energy.
Yes — Octopus Energy offers a chat service. Live chat is best for quick questions, account look-ups or simple billing queries. Use the secure online account or phone for anything involving sensitive personal data.