Shell Energy customers are joining Octopus |
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Let me be the first to welcome you to Octopus Energy. |
Yesterday, Octopus purchased Shell Energy Retail Limited’s home energy & broadband business. We can’t wait to bring you the outrageously good customer service, long-term value, and green innovation we’ve become known for. |
Your supply will continue uninterrupted, and you don’t need to do anything right now. |
We’ll work hard to make your move to Octopus as straightforward and simple as possible. Over the next few months, we’ll transfer you to our award-winning customer platform. |
What happens next? |
We’ll next get in touch when your account is moving across to Octopus systems, and we’ll share your new account details at the same time. |
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| | There’ll be no change to your energy supply. You’ll be able to use your Shell Energy account and app, just as you have up to now. | | | If you need anything, contact Shell Energy as you usually would. Shell Energy is continuing to operate as usual under Octopus Energy’s ownership, and you’ll be supported by the same dedicated Shell Energy team and get bills and communications from them the same way you always have. | | | Your energy prices aren’t changing right now. We’ll honour any fixed tariffs. Variable tariff prices are protected by Ofgem’s energy price cap (which next changes on 1st January – more info below). | | | Any credit balance will be safe. If you pay by Direct Debit, there’s no need to cancel it. We’ll automatically transfer your credit and your Direct Debit over to Octopus at the appropriate time, so you won’t need to lift a finger.
If you prepay for your energy by top-up, your top-up card or key will work as normal, and Friendly Credit and Emergency credit hours aren’t changing. | | | If you receive the Warm Home Discount, you’ll get those payments as expected. If you’re worried about paying your bills, Shell Energy has extra support available. | | | You won’t be able to switch to Octopus sooner. We can’t wait to look after you, but switching early could cause issues, and we won’t get all your old Shell Energy records (i.e bills and meter readings). |
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Looking forward: |
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We’ll start moving Shell Energy customer accounts to Octopus. We’ll work to move everyone over quickly and carefully, but it will take us a few months to get to everyone’s account - you’ll hear from us when your account transfers to our systems. |
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If you’re on a variable tariff, you’ll be contacted to let you know your energy prices from January 1st based on Ofgem’s new price cap. The cap will be around £100 more per year for a typical home, so you’ll likely see some increase in prices. |
Customers on tariffs where your rate is fixed won’t be impacted. |
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Prices change for customers on a variable energy tariff, in line with the new energy price cap. |
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| Kind regards,
Greg Jackson
Founder, Octopus Energy |
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| | We’re renowned for looking after customers really well. In fact, we’re the UK’s most awarded energy supplier, and we’ve been Which? Recommended for the past six years running. | | | We’re working hard to move the UK to a sustainable energy system that’s fair and affordable for all. Find out how. | | | We’re doing all we can to support customers in the cost of living crisis. As well as wide-ranging schemes to help vulnerable households, we’ve historically kept prices lower. We’re the only large supplier to’ve always charged less than the price cap, ever since it was introduced. |
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