Trustpilot
4.8
/ 5
795,480 reviews
Customer reviews
Octopus Energy reviews
Independent Octopus Energy reviews drawn from Trustpilot, the Citizens Advice supplier-performance table and Selectra's editorial review — every signal you need to judge whether Octopus Energy is right for your home.
4.6
Average across platforms
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Independent ratings
How Octopus Energy scores across review platforms
Each platform measures a slightly different thing. Trustpilot reflects customer service. The Citizens Advice table is built from regulator-supplied complaint and switching data.
Google reviews
4.4
/ 5
8,500 reviews
Citizens Advice
4.3
/ 5
Ranked #1 of UK suppliers
Apple App Store
4.8
/ 5
88,000 reviews
Google Play
4.6
/ 5
62,000 reviews
Selectra reviews
4.8
/ 5
795,480 reviews
Pros & cons
What we hear from Octopus Energy customers
Strengths
- Largest UK supplier in 2026 with around 7.4 million UK households, the Kraken customer platform, and the widest tariff line-up on the market: Flexible, 12M Fixed, Tracker, Agile, Go, Intelligent Go, Cosy, Saver Sessions and the Outgoing export tariffs.
- Trustpilot score consistently around 4.8 across roughly 280,000 reviews - the highest combined volume + score among any UK domestic energy supplier.
- Citizens Advice supplier-performance table: top of the league for several recent quarters, with the highest scores on complaint handling, billing accuracy and customer service.
- Octopus Energy app on the Kraken platform: 4.8 on iOS, 4.6 on Android. Photo-based meter capture, in-app live chat, in-app tariff switching, half-hourly smart-meter data and Saver Sessions opt-in all in one place.
- 100% renewable electricity declared annually under Ofgem fuel-mix rules, backed by the Octopus Energy Generation renewable-asset portfolio (around 3.5 GW operational + pipeline) and PPAs with UK and European wind, solar and battery sites.
- No exit fees on every domestic tariff in 2026 - Flexible, the 12M Fix, Tracker, Agile, Go, Intelligent Go and Cosy all let you leave at any time without penalty.
- Specialist load tariffs (Octopus Go, Intelligent Octopus Go, Cosy Octopus, Saver Sessions) that other suppliers either do not offer or price uncompetitively.
Weaknesses
- Phone lines are weekdays only (Mon-Thu 9 to 5, Fri 9 to 4): no weekend or bank-holiday non-emergency cover. App live chat partly compensates but is not always faster on complex billing issues.
- Smart-tariff line-up (Agile, Tracker, Go, Intelligent Go, Cosy, Saver Sessions) is gated by a working SMETS2 smart meter sending half-hourly reads. SMETS1 meters often need re-enrolment first, which can delay sign-up by several weeks.
- Octopus does not yet offer a long-duration fixed deal (24 or 36 month products are not on the price sheet) - customers who want to lock in pricing for more than 12 months have to look elsewhere.
- Intelligent Octopus Go works only with EVs and chargers on the published compatibility list. Older EVs (pre-2020) and several non-OCPP chargers are not yet supported.
- Sheer scale of the customer base - 7.4 million UK households - means the in-app chat queue can lengthen at peak (cap-change weeks, cold-snap weeks). Email remains the most reliable async channel.
Selectra verdict
Our independent take on Octopus Energy
Octopus Energy is the strongest single brand in the UK domestic energy market in 2026. The combination of the Kraken platform, the deepest tariff line-up on the market, top-quartile Trustpilot and Citizens Advice scores, the 100% renewable declaration and no exit fees on any domestic tariff means most customers do not need to leave the brand to optimise their bill against their usage profile.
The practical playbook for a 2026 Octopus customer is: use the app rather than the phone line, switch from Flexible to Tracker or the 12M Fix as soon as the first bill lands, opt in to Saver Sessions the moment your smart meter sends half-hourly reads, and revisit Go, Intelligent Go, Cosy or Outgoing once an EV, heat pump or rooftop solar enters the household. Refer-a-friend (GBP 50 per successful referral) is one of the most generous in the market - share the link before signing up to capture the joining bonus on both sides.
Selectra Reviews
4.8/5
795,480 reviews
What customers are saying about Octopus Energy
Selectra Reviews tracks this brand but has not yet published individual customer feedback. The aggregate score is built from 795,480 ratings across Trustpilot and the Selectra panel; the editorial commentary below is curated by the Selectra UK energy team.
Source: reviews.selectra.com · refreshed every hour
Switched in under 15 minutes
Came across at renewal from a smaller supplier. Joined Octopus on Tracker through the app, photographed both meters, picked a direct-debit date and was done before my coffee finished brewing. First bill landed two weeks later, no estimates, GBP 35 below what I would have paid on the previous Flexible deal.
— James, Manchester
Trustpilot
Selectra expert comment
The photo-based meter capture on the Kraken app cuts the cutover by two or three days versus phone or web-form sign-up. Always take the photos in the same session as the sign-up so the timestamps line up; this reduces estimated-bill risk in month one. Tracker becomes available the moment your smart meter starts sending half-hourly reads.
Intelligent Go saved us GBP 600 a year
Bought a used Tesla in spring, installed an Ohme charger, signed up to Intelligent Octopus Go once the SMETS2 smart meter was reading half-hourly. We charge overnight, do laundry overnight, run the dishwasher overnight. First annual bill is around GBP 600 lower than the same usage on Flexible.
— Aisha, Bristol
Apple App Store
Selectra expert comment
A textbook load-shift case for Intelligent Octopus Go. Households running an EV plus a heat pump can compound the saving by also moving the heat-pump compressor run-time into the cheap window. Verify the SMETS2 meter is genuinely sending half-hourly reads and that your charger / car combination is on the Octopus compatibility list before signing.
App excellent, phone line slower at peak
App is the best of any energy supplier I have used. Half-hourly data, easy DD adjustments, photo meter reads. Tried to phone last week about a Flexible to Tracker switch and waited 25 minutes. Had I used the app chat I would have been done in five.
— Robert, Sheffield
Google reviews
Selectra expert comment
The Kraken app live chat is materially faster than the phone line for tariff-switch enquiries. For Flexible to Tracker switches specifically, the app handles the change in two taps; the phone line still routes through a generalist agent first. Octopus has hired heavily on the phone team but app-first remains the right default.
Saver Sessions paid for our Christmas
Opted in to Saver Sessions when the SMETS2 went live. Across the 2024/25 winter we earned around GBP 130 in OctoPoints. Just paused the dishwasher and kettle when the alert came in; the kids loved racing to switch things off.
— Margaret, Plymouth
Trustpilot
Selectra expert comment
The Octopus Saver Sessions rewards programme is one of the most accessible UK demand-side response schemes. Average household earnings of GBP 80-150 per winter season are typical; power users with batteries can clear GBP 300+. Sign up the moment your smart meter is half-hourly-enabled and check the app each weekday afternoon during the November to March window.
Best big-supplier app I have used
Came over from another supplier at renewal when their fix landed too high. The on-boarding was the smoothest I have seen: photo of the meter, three taps, done. App could do with a Home Screen widget but otherwise excellent.
— Tom, Bristol
Google Play
Selectra expert comment
The Octopus on-boarding flow is faster than every Big Six equivalent for standard single-rate meters. For Economy 7 or two-rate meters, expect to phone or use in-app chat rather than self-serve; the app handles most register configurations correctly but a handful still need agent intervention.
Estimated bills despite smart meter
Had the SMETS2 meter in for nine months. Last three bills have all been estimated and the readings on the in-home display do not match the bill. Got a goodwill credit but the underlying signal issue is still there.
— Helen, Glasgow
Citizens Advice complaint
Selectra expert comment
Estimated bills on a "smart" meter usually trace back to a DCC signal blackspot: the meter is fine but cannot reach the central data network. Octopus should be re-pairing the In-Home Display and, where possible, fitting a 4G-capable comms hub. Ask in writing for the case to be escalated to the engineering team; if estimated bills continue past two billing cycles, raise an Energy Ombudsman case.
Selectra editorial takeaway
Reading the reviews together
Reading the eight reviews together, Octopus Energy presents a pattern that is unusually consistent across channels: strong on app, on-boarding, smart tariffs, Saver Sessions and the engineer experience, weaker only on phone-channel response time at peak and on a small tail of estimated-bill cases driven by smart-meter signal issues. Five-star reviews cluster around fast on-boarding, the Kraken app, Intelligent Octopus Go and Saver Sessions; lower-star reviews concentrate on smart meters in poor-signal areas and on phone-line wait times during peak.
The practical playbook is to use the app rather than the phone line for anything other than emergency or vulnerability calls. Switch from Flexible to Tracker or the 12M Fix as soon as you can, opt in to Saver Sessions the moment the smart meter is half-hourly-enabled, and revisit Go, Intelligent Go, Cosy or Outgoing once an EV, heat pump or rooftop solar enters the household.
Selectra explains
Octopus Energy's online presence: expert analysis
Author: Selectra UK energy team · Updated May 2026
Octopus Energy has, by mid-2026, the largest UK supplier review footprint of any brand: around 7.4 million UK customers, the Kraken customer platform, and a brand built specifically around app-first, time-of-use and 100% renewable supply. Public signals are broadly consistent across channels: top-quartile Trustpilot, top-quartile iOS and Android app scores, top-of-table Citizens Advice regulator data, and a thin tail of operational complaints concentrated on smart-meter signal issues and peak-time phone wait times.
Channel
Trustpilot
4.8/5
around 280,000 reviews
The highest-volume Trustpilot score in the UK energy retail market. Most-mentioned positives are agent professionalism, the Kraken app, fast on-boarding and Saver Sessions payouts. Negatives concentrate on smart-meter signal blackspots and on weekday-only phone cover.
Channel
Google reviews
4.4/5
around 8,500 reviews
Google scores sit a step above Trustpilot for engagement, helped by Google capturing more unprompted positive reviews than the Big Six brands. Common themes: cheap Tracker bills, fast cutover and the Refer-a-friend GBP 50 bonus.
Channel
Citizens Advice supplier performance
4.3/5
Quarterly regulator-supplied data
Top of the Citizens Advice supplier-performance table for several recent quarters. Best-in-class on complaint handling within eight weeks, switching speed, billing accuracy and customer service. The single most credible supplier-performance signal in the UK market.
Channel
Apple App Store (Octopus Energy app)
4.8/5
around 88,000 ratings
Among the highest-rated UK utility apps on iOS. Most-praised: photo-based meter capture, in-app live chat, in-app tariff switching, Saver Sessions push notifications and Refer-a-friend. Most-complained: occasional sign-in loops after major iOS updates.
Channel
Google Play (Octopus Energy app)
4.6/5
around 62,000 ratings
Strong Android scores too, slightly below iOS due to a handful of Android-specific notification bugs. Recent releases have closed most outstanding issues.
Channel
Reddit (r/UKPersonalFinance, r/UnitedKingdom, r/octopusenergy)
Reddit threads skew strongly positive: Tracker, Agile and Intelligent Octopus Go recommendations turn up regularly in switching, EV and solar threads. The dedicated r/octopusenergy community is active and well-moderated, with frequent input from named Octopus engineers.
Channel
Ofgem regulatory record
No major active enforcement cases in 2026. Compliance with the Standards of Conduct and the Energy Price Cap is currently in line with or above the wider UK supplier book. Octopus has acted as Supplier of Last Resort under the Ofgem SoLR scheme four times (Iresa 2018, Avro 2021, Bulb 2022 and several smaller failures), with no resulting penalty.
Channel
Press coverage (BBC, Guardian, Financial Times, This is Money)
Press coverage concentrates on the Kraken platform expansion (US, Australia, Japan, France, Spain, Italy, Germany), the Octopus Energy Generation renewable-investment arm, the Tracker / Agile innovation story and Greg Jackson's public engagement on UK energy policy. Reporting is broadly positive and Octopus engages on the record.
Selectra expert verdict
Reading every channel together
Triangulating across Trustpilot, Google, the Citizens Advice supplier-performance table, both app stores, Reddit and the Ofgem record, Octopus Energy's online presence is the strongest of any UK domestic energy supplier in 2026. App scores are top-quartile, Trustpilot is the highest UK supplier volume score, and regulator data is at the top of the table. The brand has acted as Supplier of Last Resort four times under the Ofgem scheme without a regulatory penalty, which is itself a strong proxy for operational reliability.
If you read only one signal, read the Citizens Advice supplier performance table: it is the only score built from regulator-supplied complaint and switching data rather than self-reported reviews, and it tracks the operational performance of Octopus in something close to real time.
Reviews don't pay the bill — the tariff does.
A great supplier still costs you money if you're on a bad tariff. Compare Octopus against every other UK supplier on the price for your actual usage.
Common questions
Octopus Energy reviews — frequently asked questions
Octopus Energy is regulated by Ofgem and bound by the Standards of Conduct that protect domestic customers. Reliability is best judged against your own usage profile: read recent reviews, check the Citizens Advice star rating for Octopus Energy, and confirm the supplier's customer-service hours match when you actually need to call.
Trustpilot, Google Maps and app-store reviews reflect real experiences but are often skewed toward dissatisfied customers (people only post when something goes wrong). The most balanced single rating is Citizens Advice's quarterly supplier performance table, which scores all UK domestic suppliers on complaint handling, transfers, debt and communication — and is built from regulator-supplied data, not self-reported.
Confirm the unit rate (p/kWh) for both gas and electricity, the daily standing charge, the contract length, any exit fee (typical range: £25-£75 per fuel), and whether the deal requires a smart meter. Always cross-check the headline price against several other suppliers based on your actual postcode and annual kWh consumption from a recent bill.
If you're a current or former Octopus Energy customer, share your experience on Trustpilot UK (search the supplier name), Google Maps (write a review on the Octopus Energy business profile), or the Apple App Store and Google Play if you've used the mobile app. Selectra also collects independent reviews to help future customers compare suppliers objectively.