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Octopus Energy Review

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Tariffs | Price | Customer Service | Reviews | App/Website | Fuel Mix | Billing | Smart Meters | FAQs

Octopus Energy Review Summary

PROS:

  • Approved by Friends of the Earth
  • Awarded the Which? Recommended Provider award
  • Uswitch Energy Supplier of the Year 2020

CONS:

  • Slow to resolve complaints
  • Website could be better
  • No Android app

Who are Octopus Energy?

Octopus Energy is part of the Octopus Group and started supplying energy in 2016. They now have over 1.5 million customers. In part, they have achieved this rapid growth through taking over a number of their competitors.

They concentrate on supplying greener energy. This includes the generation of renewable energy via wind, solar and anaerobic digestion. Octopus Energy are approved by Friends of the Earth.

As well as supplying energy to their own clients, they also supply energy to the customers of Marks & Spencer and the Co-op through energy supply partnerships.

Octopus Energy has won a number of awards, including the Uswitch Energy Supplier of the Year 2020 award, and the 2020 Which? Recommended Provider award.

What tariffs do Octopus Energy offer?

Octopus Energy offer three tariffs:

  • One is a 12-month fixed rate tariff, with no exit fees if a customer chooses to leave before the end of the 12 month period.
  • The second is a variable rate tariff.
  • The third tariff is also a 12-month fixed rate tariff with no exit fees, but unless the standard fixed rate tariff where only the electricity supplied is carbon neutral, carbon offsetting is used to ensure that the gas supplied under this tariff is carbon neutral as well.

Octopus Energy are a mandatory FiT provider too, so you can switch an existing ‘feed-in’ tariff to them. They also offer Outgoing Octopus, a smart export tariff.

They also offer a specific tariff aimed at electric vehicle owners. Called Octopus Go, this gives Octopus Energy customers cheaper electricity to charge their vehicles overnight.

They will also lease an electric vehicle to customers, and those customers can get money back via Octopus Powerloop if they leave their electric vehicles plugged in at specific times so their vehicles’ batteries can be used to help manage spikes in energy demand.

How do Octopus Energy compare on price?

According to Which? Octopus Energy is not just one of the cheapest renewable energy suppliers, but one of the cheapest suppliers even taking into account the suppliers of non-renewable energy.

Our Octopus Energy review also found that their referral bonus was incredibly popular with customers with them offering £50 credit for both parties after a successful referral. 

What do other Octopus Energy reviews say?

Octopus Energy score an impressive 4.8 out of five stars at TrustPilot, with 92% of the reviewers rating them as excellent. Only 3% of the reviewers rated them poor or bad. This places Octopus Energy in 4th place out of the 56 energy suppliers on TrustPilot.

Which? has given Octopus Energy their Which? Recommended Provider award and puts them in first place out of 35 energy suppliers with an overall score of 83%.

Citizen’s Advice puts Octopus Energy in 7th place out of 40 energy suppliers, scoring them 3.98 out of five stars. Billing accuracy and timeliness dragged their score down.

How green is Octopus Energy’s energy?

Octopus Energy’s electricity comes from 100% renewable sources. Unlike most other energy suppliers they carbon offset their gas supply as well.

But they don’t just supply renewable energy. They generate it as well. They own over 200 solar farms and are also involved in wind generation and anaerobic digestion plants.

Octopus Energy are approved by Friends of the Earth, and are in 3rd place out of the 19 green energy suppliers on TrustPilot.

What is Octopus Energy’s customer service like?

Octopus Energy prefer electronic communication, including communication via social media, but they don’t have a live chat feature on their website. They can be contacted electronically between 8am and 10pm, seven days a week.

Octopus Energy also have a freephone number for customers who prefer to call, although the phone lines are only manned between 9am and 5pm, Monday to Thursday, and 9am to 4pm on Friday.

They answer emails in an average of 20 hours, which isn’t the fastest response time in the market, but by the same token, many energy suppliers take considerably longer. Similarly, their one minute 27 second average phone response time isn’t the fastest in the market, but it’s a respectable response time nevertheless.

Octopus Energy receives fewer than two complaints per 10,000 customers. However, according to Which? they only manage to resolve around half of those by the next working day.

Overall, though, Octopus Energy’s customer service is among the best in the market.

What is Octopus Energy’s website/app like?

As part of our Octopus Energy review, we looked at their website. We thought this was is a bit of a disappointment. It looks like the website of a much smaller company, rather than the website of an energy supplier that has 1.5 million customers. The website doesn’t even have a live chat function.

There is an online portal that lets you manage a house move, submit meter readings and change account details. You can also use it to view your account history and make one-off payments.

Octopus Energy has an app, but it only scores 2.3 out of five stars on Apple’s App Store. Disappointingly, there isn’t an official Octopus Energy app for Android devices.

What billing options are available?

Octopus Energy prefers its customers to pay by direct debit, although there is no discount for payment by this method. Neither is there a discount for online billing.

If you pay by direct debit the payments are taken monthly, with the first payment being taken on the day that Octopus Energy start supplying your energy. You can change the amount that is taken each month if your meter readings show that you are using more of less energy than estimated.

You can also pay by bank transfer, cheque, credit or debit card, or via a PayPoint retailer. Pre-payment accounts are also available.

Do Octopus Energy offer smart meters?

Octopus Energy has started rolling out smart meters. However, they are only doing this in certain areas at the moment. You can register your interest in a smart meter at the Octopus Energy website.

If you already have a smart meter when you switch to Octopus Energy your smart meter may lose its smart functionality and you would have to submit meter readings manually. However, if it has a “Secure” logo on the front of it, Octopus Energy should be able to link to it.

Do Octopus Energy offer a recommend a friend referral scheme?

Octopus Energy offer a friend referral scheme. The existing customer gets £50 credit and the new customer also gets £50 credit.

There is no limit to the number of people you can refer. In fact, Octopus Energy says that one of their customers referred 20 people, earning them £1,000. Because that was a lot of credit in their energy account they arrange to transfer the money to the customer via a bank transfer.

Below are a few quick questions you may need answers to along with our Octopus Energy review:

Do they work with pre-payment meters?

Yes, Octopus Energy accept pre-payment meters.

Do they accept Economy 7?

Yes, Octopus Energy do accept Economy 7 meters.

Are they signed up to the Warm Home Discount?

Octopus Energy have been signed up to the Warm Home Discount since 2019.

Are they signed up to the Energy Switch Guarantee?

Octopus Energy are signed up to the Energy Switch Guarantee. According to Citizen’s Advice 99.7% of switches to Octopus Energy are completed within 21 days.

Do they mention about the Priority Services Register?

Octopus Energy operate a Priority Services Register. Customers are asked whether they would like to be added to it when they become an Octopus Energy customer. Existing customers can add themselves to it online.

Do they offer a ‘Dual Fuel’ discount?

Octopus Energy say that they do not think that it is fair to penalise ‘Single Fuel’ customers and so they do not offer a ‘Dual Fuel’ discount.

Will they offer to pay a customer’s exit fees when they join them?

Octopus Energy will not pay any exit fees charged by a customers previous energy supplier. However, they are prepared to delay a switch for a month if that means that the exit fees from the previous energy supplier can be avoided.

What happens if you move home whilst with them?

If you move home while you are an Octopus Energy customer, you need to let them know via their website. You can choose whether to close your Octopus Energy account or move it to your new home.

If you tell Octopus Energy 17 days before your move, they can start supplying your new home on the day that you move in. However, it isn’t a problem if you tell them later.

How to contact Octopus Energy

You can contact Octopus Energy in a number of ways. Below as part of our Octopus Energy review we’ve detailed all their means of contact:

Address: 1 Upper James Street, Soho, London W1F 9DE

Email: hello@octopus.energy

Telephone:  0808 164 1088

Office Hours: Monday to Thursday, 9am to 5pm. Friday, 9am to 4pm. Closed weekends

Facebook

Twitter

Instagram

Website

How do I switch to Octopus Energy?

The easiest way to switch to Octopus Energy is through our link like here.

9.2 Total Score
Octopus Energy Review

Octopus Energy is part of the Octopus Group and started supplying energy in 2016. They now have over 1.5 million customers. The concentrate on supplying greener energy. This includes the generation of renewable energy via wind, solar and anaerobic digestion. Octopus Energy are approved by Friends of the Earth.

Price
8
Tariffs
10
Customer Service
9
Reviews
9.9
Billing
9
Extras
9
PROS
  • Approved by Friends of the Earth
  • Awarded the Which? Recommended Provider award
  • Uswitch Energy Supplier of the Year 2020
CONS
  • Slow to resolve complaints
  • Website could be better
  • No Android app
User Rating: 5 (2 votes)
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Energy-Review’s objective is simple, to help give consumers confidence when switching to a new energy supplier.

1 Comment
  1. Hello,

    Its a very good time to sign up to Octopus Energy during the lockdown as it will save you some money
    I recently signed up to Octopus Energy. My son gave me a referral code and we both have received £50.00 credit. So it works!
    I signed up because of his experience with Octopus, which has been very positive:

    Great customer relations

    One of the lowest tariffs for my postcode

    Renewable energy

    £50.00 referral code system

    No exit fees

    Smooth transition from my previous supplier

    The online web site is very user friendly and if you need to phone I have found an agent was available quite quickly

    If you have decided to sign up to Octopus, it would be great if you could use my referral code below and we will both receive £50.00 credit. simply copy and paste it into your browser and away you go.

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