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Octopus Energy Contact: Phone Number & Email

Octopus Energy contact

In this guide we list all the Octopus Energy contact methods available: phone numbers, email addresses, social media platforms, emergency numbers and more. Find the contact number or other contact details you need to get your questions answered as quickly as possible.


Octopus Energy contact number: summary table

In the table below we have listed all the important Octopus Energy contact numbers for domestic and business customers - just scan the table to find the number you need.

 
Department Contact number Opening hours
Domestic customers: general enquiries 0808 164 1088 Monday to Friday: 9am-5pm
Complaints 0333 344 22688 Monday to Friday: 9am-5pm
Business customers: general enquiries 020 3389 56138 Monday to Friday: 9am-5pm
Octopus Electric Vehicles 020 870 38928 Monday to Friday: 9am-5pm
Press Office 0207 4400 8128 Monday to Friday: 9am-5pm

For more information on what departments you will reach with these numbers, as well as other Octopus Energy contact methods, such as email addresses, read on to the following sections.


Octopus Energy contact details: general enquiries

Octopus Energy is a medium sized energy company, meaning, unlike some of the larger suppliers (such as the Big Six), it has one set of contact details for all types of enquiries for domestic customers! This is great news for Octopus Energy customers - just one Octopus Energy contact number and email address to remember.

1. Octopus Energy phone number

On its website, Octopus lists its phone number as the last contact method, suggesting it is not the fastest or most efficient way to get in touch with the supplier. However, sometimes calling is necessary. For example, perhaps you have an urgent problem that needs solving, or it could just be that you prefer talking to a call agent directly to get your question answered.

Either way, if you need to call, ring the Octopus Energy contact number listed in the box below.

blue telephone

Octopus Energy contact number
This number is free to call from all UK numbers
0808 164 1088
*Monday to Friday: 9am to 5pm

2. Octopus Energy contact email

Emailing the Octopus Customer Service Team is probably the best way to reach out to the supplier with your questions. Rather than waiting around on the phone, you can send an email and get on with what you need to do while waiting for a response. The team is pretty quick at responding, generally replying within a couple of hours.

The Octopus Energy email address is: hello@octopus.energy

When using this Octopus Energy contact method, make sure your email is easy to read and you include all the details needed for the Customer Service Team to understand your question and provide a satisfactory response.

3. Your online account

The online account system is not exactly an Octopus Energy contact method, but you can actually perform a ton of different tasks on your account that might mean you don’t need to contact Octopus in the first place. For example, on your online account you can:

  • Submit meter readings
  • Let the supplier know you’re moving house
  • Change account details, including your bank details and direct debit payment date
  • Make a payment
  • View your old bills and statements
  • View all previous correspondence between you and the supplier

Before trying to get in touch with the supplier, it’s worth seeing if you can solve your question or perform a task through your online account. You can find out more about the online account system, plus how to set up an account and log in, in our Octopus Energy login guide.

4. Octopus Energy app

Another Octopus Energy contact method is the supplier’s mobile app. Through the app you can chat to the Customer Support Team and get your questions answered quickly. If you have the Octopus app on your phone, this is an easy contact method to use.

The app is free to download from the App store for Apple devices. Unfortunately, it is not currently available for Android devices.

5. Social media

The final Octopus Energy contact method for general enquiries is social media. Like most energy suppliers in the UK, Octopus is active on various social media platforms. If you send a private message to one of the supplier’s accounts, a customer service agent will reply to you shortly.


Octopus Energy emergency contact

If you experience a gas or electrical emergency, it’s important to know how to get in touch with the appropriate services.

flame and lightbulb

If you’ve lost your heating or hot water, there might be a problem with your boiler or meter. First, a gas safety engineer will need to check if it is your boiler. You can contact a gas safety engineer on 0800 408 5500.

If the engineer says your boiler is fine, there is probably a problem with your meter. To get an emergency appointment for a new meter, you can use one of the following Octopus Energy contact options:

  • Call 0808 164 1088 (Monday to Friday: 8am-5pm)
  • Email emergency@octopus.energy
  • Send a message on Twitter or Facebook (if you include the word emergency in your message, it will be marked as a priority)

Gas emergency

If you can smell gas in your home, you need to: open your windows and doors; turn off all gas appliances; turn off your gas supply at the isolation switch; get out of the building; and call the National Gas Emergency Helpline on 0800 111 999.

Power cut

If you suddenly lose electricity, you can call 105 to report it to your network operator. Your operator will be able to tell you if there is a general problem in your area or if it is unique to you, as well as if the power outage was planned.

If the outage was not planned and only affects you, it might be there is a problem with your meter. To request a new meter from Octopus, use one of the Octopus Energy contact methods mentioned above.


Octopus Energy contact: complaints

Sometimes things go wrong and you might find you need to complain to the supplier. If you are unhappy with anything involving your energy account and experience with Octopus, you can place an official complaint in three ways.

Firstly, you can call the complaints team on 0333 344 2268. This line operates Monday to Friday from 9am to 5pm.

Alternatively, you can send an email detailing your complaint to issueresolution@octopus.energy, or send a letter to the company’s office in London.



Send a letter to

 

Octopus Energy Ltd
1 Upper James Street
Soho
London
W1F 9DE

 

Whichever method you choose to express your complaint, you will need to provide the following information:

  • Your contact details
  • Your energy account number
  • Background information on your problem
  • Explain the impact the issue is having/has had on you
  • Suggest what you would like Octopus to do to resolve the issue.

The complaints team will work to find a satisfactory solution to your problem. If you are not happy with this proposed resolution, you can escalate your complaint to the Operations Manager (through one of the Octopus Energy contact methods for complaints listed above), or take your issue directly to the supplier’s CEO, Greg Jackson. To do this, send an email to greg@octopus.energy detailing your complaint.

Sometimes a third party needs to intervene in order to find a solution both parties are happy with. If you receive a deadlock letter from Octopus, or the process has exceeded eight weeks, you can take your complaint to the Energy Ombudsman.


Octopus Energy contact details for business customers

For business customers, there is a different Octopus Energy contact number and email address for general enquiries. If you have a business supply with the provider, or have a commercial property with an Octopus Energy tariff, you can use the following contact details for all questions relating to your energy account.

  • Contact number for business customers: 020 3389 5613
  • Email address for business customers: business@octopus.energy

Octopus Electric Vehicles contact information

The Octopus Electric Vehicles programme is designed to help customers lease an electric car. The team helps you choose a car, arrange an affordable payment plan, and installs an EV charger in your household. If you are interested in the programme, contact the team on 02028 703 892.

Did you know that Octopus Energy receives great reviews online? In fact, it was the best performing energy supplier in Which?’s 2018 annual survey. Find out more about the supplier’s great customer service record in our complete Octopus Energy review.

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