Octopus Energy

Octopus Energy says it's using technology to make energy 'fair, clean and simple for all'. Our experts agree, making it a Which? Recommended Provider once again
Sarah IngramsPrincipal researcher & writer
Octopus Energy logo with Which? Recommended Provider badge

Octopus Energy has gone from a newcomer in the energy market to supplying more than 5 million homes and business in just eight years. In that time, it has repeatedly been made a Which? Recommended Provider.

It's one of three Which? Recommended Providers in 2024 and became an Eco Provider for the first time in 2023.

Octopus Energy says it's working to transform the energy industry with tech and invests in renewables, installs heat pumps, smart home tech and leases EVs.

In December 2023, Octopus Energy bought Shell Energy – we explain what this means in the next section. Bulb customers moved to Octopus after it was put into special administration by the government.

Compare energy prices using our free tool to see if you could spend less. 

Shell Energy customers will move to Octopus Energy

Shell Energy's 1.3 million home energy customers will move to Octopus Energy, after it bought Shell Energy in December 2023. This means it will have 6.6 million household customers in the UK.

If you're among them, wait to get an email from Octopus Energy, telling you everything you need to know.

You won't see any changes in the short-term. Octopus Energy will get in touch over the next few months to tell you when your account will move over to it. 

Your energy supply won't be interrupted during the switchover. Any credit in your Shell Energy account will be moved into your new Octopus Energy account. Your existing direct debit will be transferred automatically, too. 

Octopus Energy score

We combine the results of our customer survey with an in-depth assessment of companies' behind-the-scenes practices and policies to give you an overall view. 

Take a look at our table below to see our score breakdown for Octopus:

Total score73%
Customer survey score74%
Which? assessment score72%

Here's how Octopus Energy's customer and policy assessments break down:

Customer survey score74%
Customer service overall*****
Accessibility (being able to engage with your firm how you want or need to)
Quality of communications about energy costs
Accuracy of payments
Clarity of statements
Value for money
Which? assessment score72%

Based on a survey of 1,576 Octopus Energy customers carried out in October 2023, and a Which? energy company request for information and desk research in October 2023.

To find out how Octopus Energy compares with other energy firms, see our full results of the best and worst energy companies.

Octopus Energy customer review

Octopus Energy has maintained its high customer score again this year while taking on 1.5 million customers from failed firm Bulb.

It tops the table based on customer feedback in the latest annual Which? customer survey of 9,025 members of the public.

Octopus was rated well for all aspects of its service and was the only supplier to receive a five-star rating. This was for its customer service overall.

Although it did receive some three-star ratings, including for value for money, no firm in our survey achieved higher ratings than this. 

One happy Octopus customer said: 'Each time I’ve spoken with them I received good advice. The customer relations operatives are knowledgeable, polite and helpful.' Another said: 'It has a very quick and easy website to use, which gives you all the information on how to manage all the day-to-day things on your account.'

It's a Which? Recommended Provider (WRP) for the seventh year in a row after passing all our tough assessments. Find out more about how firms qualify to become Energy suppliers: Which? Recommended Providers.

Which? verdict on Octopus Energy

  • Pros A Which? Recommended Provider with excellent customer service according to customers and great support for those who need it
  • Cons Not the best at meeting its smart meter installation targets

Our Octopus Energy supplier assessment

In October 2023, we looked at four aspects of suppliers' business practices and procedures: 

  • Customer service, including how and when you can get in touch, and the quality of self-service help online
  • How well they deal with complaints: how many complaints suppliers get and how quickly they resolve them
  • Supporting customers who need it, including web accessibility, those in vulnerable situations, in financial difficulty, who use prepayment meters and those who need materials in languages other than English 
  • Smart meter targets performance in 2022 (the most recent).

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

Octopus Energy had the second-highest overall score in this assessment and received the maximum points for how it supports customers who need it. 

It didn't score so well for how it met its smart meter targets, though, as it achieved a lower proportion than many other suppliers in 2022. Octopus Energy says it installed many replacement smart meters that don't count towards its targets. 

Octopus Energy customer service

Customer service agent

Its customers love Octopus Energy's customer service. It was the only supplier to receive a five-star rating for it, based on feedback in our customer survey. 

But its score in our supplier assessment of its customer service was middling. It lost points partly for its customer service setup because its phone lines aren’t open much beyond office hours.

Octo Assist fund

Octopus' £15 million hardship fund, Octo Assist, can support customers in several different ways including:

  • Payment holidays
  • Standing charge waivers for one, three or six months
  • Free electric blankets for the most vulnerable customers
  • Home visits from energy helpers
  • Lending thermal cameras to help customers check where their home is leaking heat
  • Debt forgiveness loans (in winter).

Customers can fill out its Octopus Assist form to get help.

Octopus Energy common complaints

In our survey, just 2% of Octopus customers said that they had made a formal complaint to Octopus in the past year. This was among the lowest among all suppliers included in our survey.

Of the few Octopus customers who did make a complaint, the most common reason (for two in 10) was an incorrect bill or statement. 

Does Octopus Energy support prepayment meters?

Yes. Here's what you need to know:

  • If you have a traditional prepayment meter you can top up at PayPoint and Payzone stores. If you have a smart prepayment meter, you can use your online account, phone app, call or email to top up.
  • Smart meter customers can activate £10 emergency credit per fuel when their balance is below £2. 
  • Traditional meter customers can get £10 for electricity with a balance below £1, and £20 for gas with a balance below £2, activated by inserting their key or card into the meter.
  • Friendly credit is available on smart meters and traditional prepay electricity meters from 4pm-10am Monday to Friday, and all day Saturdays, Sundays and bank holidays. 

Not sure if you should prepay? Find out: is prepayment energy is right for you.

Does Octopus Energy sell renewable energy?

Yes. Octopus Energy says its customers get fairly priced green tariffs today, while it helps build a smart, sustainable, low-carbon energy system for tomorrow. 

Octopus is one of the four firms we named Eco Providers for energy companies in 2023.

This is the first time Octopus Energy has been an Eco Provider. 

Octopus Energy sells 100% renewable electricity, some of which it generates itself, some of which it buys directly from generators (including from some without subsidies), and some of which it matches with renewable energy certificates.

Proportion of renewable electricity sold to customersGenerates renewable electricity?Buys renewable electricity directly from generators (with subsidies)?Buys renewable electricity directly from generators without subsidies?Generates or buys power directly from fossil fuels?Sells green gas?
100%YesYes (around 10%)YesNoNo

Proportion of renewable electricity according to Octopus Energy’s 2022-23 fuel mix. Other responses based on information provided by suppliers in September 2023.

In August 2023, we asked energy companies for information on a range of sustainability criteria. We awarded them points based on their responses as well as information published on their websites, including the annual Fuel Mix Disclosure (FMD). Aspects we scored included how much of the electricity they supply is renewable and whether they generate renewable energy or buy it directly from generators. 

Octopus Energy owns three wind turbines in West Yorkshire, East Yorkshire, England, and Caerphilly, Wales. Customers who live near the turbines can get 20% cheaper rates when they’re generating power by signing up to the Fan Club tariff. When the wind is strong, the discount rises to 50%.

Octopus Energy Generation (part of Octopus Energy Group) manages renewable electricity projects in 10 countries – mostly solar and onshore wind farms. Octopus Energy has direct contracts (called PPAs) to buy electricity from 59 Octopus Energy Generation sites.

It buys renewable energy (REGO) certificates to match all of its customers' use, including for those whose electricity is matched with PPA contracts. 

Octopus Energy doesn't sell green gas. 

Its Power-ups scheme means some customers can get free electricity when there is excess renewable power. You'll need to live in south or southeast England, or certain parts of Scotland, and sign up on Octopus' website to take part. 

Octopus Energy installs heat pumps, solar panels, storage battery, home EV chargers and insulation.

When we compared energy companies on their green credentials in November 2023, Octopus scored 80%. It qualified as an Eco Provider and one of the highest-rated companies in our table comparing 17 firms.

Find out more about the differences between energy companies’ renewable electricity and how Octopus compares with others.