Energy company reviews
By Sarah Ingrams
Article 20 of 33
Octopus EnergyOctopus Energy says it’s ‘doing energy better’ and doing away with bureaucracy to give customers simplicity. Find out if Octopus Energy lives up to its claims.
Octopus Energy has grown fast since its launch in 2016. It now supplies more than one million homes, having gained around 30,000 customers a month on average.
It says it’s committed to ‘fair and transparent’ prices and to making things as simple as possible for its customers.
It offers a range of tariffs, including a green tariff with 100% renewable electricity and full carbon offset for gas, a tariff designed for electric vehicle drivers, and a tariff that tracks wholesale energy prices and allows customers to see their costs daily.
Octopus Energy's tariffs are often among the cheapest in England, Scotland and Wales. None of its tariffs have exit fees.
In 2018, it acquired the customers of M&S Energy, Iresa, Affect Energy and Gen4U. In late 2019 it will also supply Co-operative Energy's customers, and acquire those of Flow Energy and GB Energy Supply.
Read on to find out how Octopus Energy matches up to more established firms.
Compare gas and electricity prices using Which? Switch to see if you could save money with Octopus Energy.
Octopus Energy customer score
Octopus Energy came top out of 30 energy companies rated by 7,429 members of the public in the annual Which? customer survey – the broadest view of energy companies out there.
It’s a Which? Recommended Provider (WRP) for energy; the only company to be awarded this sought-after accolade in 2019 after it passed all our tough assessments.
Find out more about how firms qualify to become a Which? Recommended Provider for energy, or read on to learn what Octopus Energy’s customers think of it.
Octopus Energy score breakdown
The graphic below shows the breakdown of Octopus Energy’s score in our latest survey.
Scroll down to read our verdict on Octopus Energy and to find out more about its prices.
Find out how Octopus Energy compares with other energy firms in our guide to the best and worst energy companies 2018.
Which? verdict on Octopus Energy
Octopus Energy is a relative newcomer to the energy market, but it's off to an incredibly strong start, as its WRP status for two years in a row demonstrates.
It was the only firm in our survey to receive five-star ratings from its customers on every single measure we asked about, from billing to complaints handling.
Octopus Energy also passed our assessment of procedures and practices, and our pricing check, to become a Which? Recommended Provider.
At least 90% of Octopus Energy’s customers rate it as good or excellent in all but one area, which is no mean feat. An impressive 96% of those we asked praised its online customer service, while 90% consider it good or excellent value for money.
Besides being highly rated by its customers, it has one of the lowest levels of complaints, although it’s not the fastest at resolving them. In the first six months of 2018 it solved just over half of the complaints it received within two days. The best firms manage more than three quarters in that time frame.
Octopus Energy is owned by Octopus Investments, which funds solar-panel sites, wind generation and anaerobic digestion. It claims to have funded enough solar farms to power a quarter of a million homes.
It took us 2mins 14secs on average to get through to a human on the phone to Octopus in our energy company response times undercover investigation in September 2019. With one firm we got through in 38 seconds, but Octopus Energy is still far quicker than the slowest firm – Scottish Power – which took more than 21 minutes to answer the phone on average.
Octopus focuses more on email, for which its response time was average across the companies included in our snapshot research. It took one day, 3hrs and 21mins on average to respond. The fastest firm, So Energy, took just 29 minutes on average, while the slowest, Powershop, took more than five days.
Pros: The only energy WRP, relatively fast to respond to emails, competitive prices
Cons: Doesn’t currently support smart prepayment meters
Octopus Energy electricity sources
Octopus Energy in the news
September: Octopus announced a partnership with the Mayor of London to create a new energy company, exclusively for Londoners.
London Power will launch in December, selling only renewable electricity. Octopus says its tariff will always be within the cheapest 10% of comparable tariffs. All profits will be reinvested by City Hall into community projects tackling fuel poverty and making London a zero-carbon city.
Earlier the same month, Octopus Energy announced it would start supplying electricity and gas, and providing customer service to Co-Operative Energy’s 300,000 customers. Flow Energy and GB Energy customers (currently supplied by the Co-op) will be moved to Octopus when their tariffs end. This brings Octopus Energy to around one million customers.
April: Octopus announced that it would cut the price of its Flexible Octopus tariff by around £30 a year for the average household from 1 May.
Gas prices will be cut 4% and electricity prices 2%.
It announced the price cut on 1 April; the day that the energy price cap was increased and many firms upped their prices for customers by more than £100 a year
February: When the price cap increase was announced, Octopus said that its prices will remain ‘unchanged and significantly lower than the cap’.
September: Ofgem appointed Octopus Energy the supplier of last resort for small supplier Gen4U, when it went bust. Gen4U’s 500 customers will become part of Octopus, which will contact them in the coming days.
Octopus Energy also bought smaller rival Affect Energy. Affect Energy’s customers will be moved over to Octopus in due course. Octopus Energy says it will ‘continue providing their excellent service’.
Octopus also became M&S Energy’s supply partner, replacing SSE, which had worked with M&S Energy for nine years. Octopus Energy said customers would benefit from its digital-first approach to bills and customer service. M&S Energy said it expected eight in ten customers to save money compared with SSE.
August: All of Iresa's 90,000 customers will be transferred to Octopus Energy, energy regulator Ofgem announced, after the smaller supplier went bust. Octopus Energy was appointed as the 'supplier of last resort' in a competitive process run by Ofgem.
Octopus Energy honoured customers' credit balances.
Greg Jackson, Octopus Energy CEO, said: 'We are delighted to welcome Iresa’s customers to Octopus, and we promise to be a safe haven after the terrible experience they have had. Iresa’s records are in a terrible mess, so it will take us a bit of time to untangle them.'
June: Octopus Energy revealed it would raise prices for customers on its flexible Octopus variable tariff from 7 August. The 2.6% average increase added £24 to customers’ bills on average, per year.
February: Octopus announced that its Agile Octopus smart tracker tariff would occasionally pay customers to use energy in times of particularly low demand. The tariff’s prices change every half hour so customers can choose when to use electricity based on its cost.
Octopus Energy said if you’re able to use most of your electricity outside of peak times (around 4-7pm), this tariff would be cheaper than its fixed deals.