Official Avro Octopus information page - updated regularly

UPDATE FRIDAY 26TH NOVEMBER

We have now formalised our agreement with Avro's administrators and most importantly for customers, have agreed to take on the debit balances for customers who were on supply with Avro when the company went out of business.

When energy companies go out of business and administrators are appointed, the right to collect ‘debt’ owing to that company is passed to the administrators on behalf of the company. This can make it more complicated for customers.

Now we have agreed to take on the debt balances from the administrators, Avro customers will be able to have a single joined up conversation with Octopus about payments and account balances. It also now means that money that has been collected since the Administrators were appointed and which has been held by an intermediary that manages Direct Debits will be released to Octopus.

When you receive your final bill it will show what your balance is with Avro when they ceased trading on the 26th September and any balance (debit or credit) will appear in your Octopus Energy account at the same time.

We started issuing final bills to Avro customers for their time with Avro on Tuesday - we produced 100 as a test so we could manually check them carefully. On Wednesday we produced 1,000 and yesterday we successfully produced 10,000. Today we will produce 20,000 and then if all goes well, start to accelerate further from there and aim to get all final bills out over the next few weeks.

UPDATE FRIDAY 19TH NOVEMBER

We are still waiting for three final pieces to come into place to finalise the migration of accounts from Avro to Octopus. We are hoping that this will only take a few weeks more.

To give a little more detail, as we appreciate that it has been nearly two months now since we first contacted all Avro customers to let them know they were being moved to Octopus Energy under the supplier of last resort process. The three elements are:

  1. Agreement about treatment of the monies collected in the period between Octopus being appointed as Supplier of Last Resort and the Administrator being appointed by the Courts.
  2. Agreement for Octopus to take over the outstanding debts
  3. The company that runs Avro's billing system need to finish some changes to their process so that they can produce final bills separately from the transactions that occurred subsequent to Octopus taking over.

When an energy company goes into administration there are parallel regulated processes kicked off - one where energy customers are protected by Ofgem (so energy supply guaranteed, credit balances protected and accounts transitioned to the new supplier), and one where the incoming supplier takes control from the administrator, whose job is to secure the failed company’s assets to protect the interest of creditors.

This is a complex process to navigate to balance the, sometimes, conflicting interests amid two different legal and regulatory frameworks. Whilst we were incredibly quick in doing everything in our power to handle - emailing all customers within 24 hours of taking over responsibility for them, setting up all accounts with us within 24 hours, keeping customers regularly updated - we are not in control of the conversations with the administrator. We’ve worked on 3 ‘supplier of last resort’ processes before - Iresa, Gen4u and GoEffortless. It is unusual for this (in our experience) to have taken so long, but each administrator is different and so has different processes they like to follow.

UPDATE WEDNESDAY 10TH NOVEMBER

Whilst we have made some progress, we are waiting for the finalisation of the process to share financial information with us so we can get all final bills generated for Avro customers, and any balances owing across to their Octopus Energy accounts. We appreciate it's frustrating to still not have all the information to hand (and we genuinely share your frustration) - but we are hoping <cross fingers> that we will start to be able to send those final bills for some customers next week. And please again, be reassured, that any credit you had with Avro is safe - and any Direct Debit payments taken are going to the right place and will be transferred to your online account with us.

We’ve shared rates with all customers now - if you’re worried your DD won’t cover what you’re using, you can change your Direct Debit amount in your online account.

UPDATE SATURDAY 6TH NOVEMBER

We've now completed setting up accounts for most Avro customers (560,000 out of 580,000) using their meter info and personal data.  The final batch of data we're still waiting for from the administrator is financial info - which will include your final Avro bill and remaining account balance.

We hope to have this financial data as soon as possible, but cannot control this process so it may take a few weeks more.  Please don't worry, any credit you have once your final Avro bill has been produced will be protected and transferred to your Octopus energy account. We do keep an eye on our customers’ usage and suggest payment adjustments if we think your DD isn’t set right. Read more about this here.

We’ve shared rates with all customers now - if you’re worried your DD won’t cover what you’re using, you can change your Direct Debit amount in your online account.

UPDATE FRIDAY 29TH OCTOBER

As our team are now tackling longer projects to get all Avro customers switched over, there are less immediate, daily changes for us to report here. We'll still update every few days, but from now on, we'll wait til we have a concrete update to share. When we don't have an update on a certain day, know that it's because we're still busy working on existing projects we've spoken about in the previous blog entry.

We've now uploaded address and meter details for 540,000 Avro customers' accounts, so all but a few thousand customers should've now heard from us with an update on their switch, and a link to set up their online account.

We're working quickly and thoroughly through the final few customers who've not yet had this email, or can't see their address details on their accounts yet. These accounts are ones where there might be an extra layer of complexity (for example, a dispute with a previous energy supplier), which we're clearing up now to make things smoother for you.

We're making progress with final bills, but these are still a bit dependent on some final decisions that are being agreed by Avro's administrators.

Finally, we're just incredibly lucky to be helped through this huge project by the team at Avro. The entire customer service team have now been trained up on our systems, and they've been total heroes, working through thousands and thousands of emails a week to make sure customers are supported through the transition.

UPDATE WEDNESDAY 27TH OCTOBER

Today, we're pushing forward with the same big project as yesterday. We're in the final stretch of uploading address and meter details for Avro customers' accounts, so you should've now heard from us with an update on your switch, and a link to set up your online account. If you're one of the final few who haven't yet, you should do within the next day.

UPDATE TUESDAY 26TH OCTOBER

We've nearly finished uploading address and meter details for all Avro customers' accounts. The vast majority of customers should've heard from us in the last week with an update on your switch, and a link to set up your online account – if you haven't yet, you should do within the next day or two.

UPDATE MONDAY 25TH OCTOBER

We're now uploading address and meter details for the final few customers' accounts. The vast majority of customers should've heard from us in the last week with an update on your switch, and a link to set up your online account – if you haven't yet, you should do within the next few days.

As soon as you've had that email through and set up your account, you'll be able to apply for the Warm Home Discount online. Find out if you're eligible and how to apply via our Warm Home Discount page.

UPDATE SUNDAY 24TH OCTOBER

We've now uploaded additional details for 500,000 customers' accounts – so the "Octopus end" of your account now has your address and meter details – a key step in helping us switch you over to us.

We still don't have all financial details for customers yet as Avro's administrators have not yet agreed on a few last key points in the transfer (particularly regarding customer debt, and how that‘s handled). But we’re working closely to come to an agreement and hope to really soon. Once that’s done we’ll be able to consolidate all data on our systems and move forward with your final bill and switch.

If you've haven't already, very soon you should hear from us with next steps about your switch and tariff rates. For now, if you're eager to find out your tariff details, head to our FAQs.

UPDATE FRIDAY 22ND OCTOBER

This whole week has been devoted to making two crucial steps for customers. First, we've been sending out final bills throughout the week. Second, we've been initiating more and more Avro customers' switches to Octopus, and emailing them to share next steps about their switch and tariff rates.

We're working through both of these steps bit-by-bit, because we know how important it is to get every detail in your bills right. If you've not heard from us yet, you should do very soon. For now, if you're eager to find out your tariff details, head to our FAQs.

UPDATE WEDNESDAY 20TH OCTOBER

More of the same today: we're still working through initiating Avro customers' switches to Octopus, and emailing them to share next steps about their switch and tariff rates. If you’ve not heard from us yet about this, you should do within the next week. Thanks for bearing with us through a very complex job – together, the teams at Avro and Octopus are working super hard to get this sorted for you as quickly and smoothly as possible.

UPDATE TUESDAY 19TH OCTOBER

We’re cracking on with our main job for the week: initiating the switches of all Avro customers. We’ve now initiated around 90,000, emailed those customers to share next steps about their switch, and shared their new tariff rates.

If you’ve not heard from us yet about this, you should do within the next week.

UPDATE 12PM MONDAY 18th OCTOBER
We’ve now initiated the transfer of around 35,000 Avro customers, and emailed them to share next steps about their switch, as well as their new tariff rates. This is going to be our big job for the week: we expect to have initiate all Avro customers’ switches by early next week at the latest. That means everyone should be hearing from us with their prices within in the next week.

Don’t want to wait to find out your tariff rates? There's a way you can check them right now on our site, as the tariff lines up exactly with our current variable tariff, Flexible Octopus.

  1. Head to octopus.energy/tariffs
  2. Put in your postcode
  3. Click 'filters' and tick 'flexible'
  4. Scroll to find a tariff called Flexible Octopus October 2021 v2
  5. These will be your rates – as promised, around ~£10 cheaper than the price cap for the average home, and cheaper than anything available from a major supplier.

UPDATE SUNDAY 17th OCTOBER

This weekend, our remote teams across the UK have been busy answering your emails, getting us ready for a new week.

We’re ramping up sending final Avro bills and initiating industry processes to officially transfer more and more customers over to Octopus.

UPDATE FRIDAY 15TH OCTOBER

This evening, we officially began transferring Avro's energy supply to ours for the first handful of customers. This is an important part of bringing Avro customers over to us: we're basically changing the supply going to Avro customers’ homes so it’s coming from Octopus Energy instead (in energy industry terms, this is called changing the ‘market participant ID’). There are complex industry rules that dictate how quickly we can do this – we expect it should take 4-6 weeks to complete everyone, and during that time, you won’t be able to switch to another energy supplier without running into complications. We’re planning to contact customers soon with more details about this part of the switch.


We’re still working away generating final Avro bills for customers, and our team are here helping with your questions via email and over the phone as well.

UPDATE THURSDAY 14TH OCTOBER

Not too much new to report today, as we're still working hard on the same things we were yesterday (copied below).


We’re continuing to slowly send out final Avro bills to small batches of customers, and will gradually send all of them within the next few weeks.

Our next step is to officially transfer the energy supply going to Avro customers’ homes so it’s coming from Octopus Energy instead of Avro Energy (in energy industry terms, this is called changing the ‘market participant ID’). There are complex industry rules that dictate how quickly we can do this – we expect it should take 4-6 weeks to complete everyone, and during that time, you won’t be able to switch to another energy supplier without running into complications. We’re planning to contact customers soon with more details about this part of the switch.

UPDATE 5PM WEDNESDAY 13TH OCTOBER

Three little updates today –

  1. A few days ago, we received an updated customer list from the administrator, including customers who were mid-way through their switch to Avro at the time it ceased trading.
    We have now emailed all customers from this list who hadn’t previously heard from us, letting them know that we’d be taking over their supply. This means we’ve now contacted every single Avro customer – if you’ve not had any emails from us, just get in touch and we’ll help.
  2. We’re continuing to slowly send out final Avro bills to small batches of customers, and will gradually send all of them within the next few weeks.
  3. Our next step is to officially transfer the energy supply going to Avro customers’ homes so it’s coming from Octopus Energy instead of Avro Energy (in energy industry terms, this is called changing the ‘market participant ID’). There are complex industry rules that dictate how quickly we can do this – we expect it should take 4-6 weeks to complete everyone, and during that time, you won’t be able to switch to another energy supplier without running into complications. We’re planning to contact customers soon with more details about this part of the switch.

UPDATE 2PM TUESDAY 12TH OCTOBER

Today, we expect to send out final bill emails to the very first handful of Avro customers. This latest email will include your final bill with Avro (including all charges up to the 26th September when Avro ceased trading), and confirmation that your Avro account balance has been transferred over.

It’s crucial we get all this information right for every customer, so we’re moving forward very carefully. Today, we’re starting with a very small batch of customers, and will send the rest gradually over the next few weeks.

UPDATE 2PM MONDAY 11TH OCTOBER

Our fab teams in the UK, Australia and New Zealand worked round the clock this weekend to get back to Avro customer queries, and we’re ready to start the new week. 
We’re happy to report that we’ve just received an updated list of customers to contact: including everyone who was in the process of switching to Avro when they went into administration on 26th September. Later today, we hope to start contacting everyone who was mid-switch to Avro with key information about their move to Octopus.

This week, we’ll begin our next round of emails for customers. This latest email will include your final bill and confirmation that your new Octopus account has been opened, as well as breaking down your new tariff information. 

It takes a while for us to produce these final bills and make sure all your account information has been transferred, so we’ll be sending this new email out to customers in batches. With 600,000 people to get in contact with, it’ll take us a few weeks to send it to everyone. 

UPDATE 3PM SUNDAY 10TH OCTOBER

We've continued to respond to Avro customer enquiries over the weekend and are looking forward to heading into a new week, and starting to send final bills and opening Octopus accounts for some Avro customers. Please do continue to bear with us - Avro had a lot of customers (nearly 600,000) and whilst we're very experienced in customer migrations of this kind, we still need to be careful and move slowly to make sure all the information is transferred and so are only moving batches of customers at a time.

In other news, we were genuinely pleased to welcome an Avro customer who came along to our Leicester office last week to check whether we were a reputable company, and not going to go bust ourselves before he decide to commit his energy supply to us long term. He left reassured - but if anyone else wanted to read a little bit about why Octopus Energy are built to last, check out https://octopus.energy/blog/built-to-last/

UPDATE 8PM SATURDAY 9TH OCTOBER

We have teams at Octopus answering emails, 7 days, 8am-8pm (and often longer) as standard, and will continue to answer queries from Avro customers this weekend as we prep to start sending final bills and opening Octopus accounts for some customers next week.

UPDATE 2PM FRIDAY 8TH OCTOBER

Yesterday's update is still most relevant today (copied below).

However, as we head towards the weekend (where we will continue to work 24 hours helping Avro customers and continuing the work to move them to our systems), a thank you from the Octopus Energy team to the Avro Energy team, who we were allowed to meet for the first time on Tuesday and who despite the tough times they've been through, have been incredible at learning our systems in super quick time, and helping look after thousands of Avro customers this week. Basically, you guys rock.

Next week, we will start to send, very slowly and carefully, final bills to every Avro customer to close down their accounts with Avro. These bills will be dated from the last bill they received from Avro, up to the 26th September (the day when Avro went out of business). These bills will use the rates that customers were on until Avro went out of business and the meter readings customers have given us over the last couple of weeks.

As these final bills are created and sent, we will start migrating Avro customers officially over to our systems. (So when a customer's final bill is triggered, this will trigger that customer being fully moved to our system.). Any remaining credit from Avro accounts will be moved to Octopus Energy accounts and will appear there. We will also confirm your individual rates (though Avro customers will be moved onto our Flexible Octopus tariff, which is currently £10 under the price cap. This is currently cheaper than anything else available from any other large supplier and also cheaper than the fixed prices we're currently offering new customers on our website).

This final bill and Octopus Energy account set-up process will take a few weeks to complete. It's a complex thing and involves both Avro and Octopus Energy systems to work precisely, and we are working hard to get it right.

UPDATE 8PM THURSDAY 7TH OCTOBER

Next week, we will start to send, very slowly and carefully, final bills to every Avro customer to close down their accounts with Avro. These bills will be dated from the last bill they received from Avro, up to the 26th September (the day when Avro went out of business). These bills will use the rates that customers were on until Avro went out of business and the meter readings customers have given us over the last couple of weeks.

As these final bills are created and sent, we will start migrating Avro customers officially over to our systems. (So when a customer's final bill is triggered, this will trigger that customer being fully moved to our system.). Any remaining credit from Avro accounts will be moved to Octopus Energy accounts and will appear there. We will also confirm your individual rates (though Avro customers will be moved onto our Flexible Octopus tariff, which is currently £10 under the price cap. This is currently cheaper than anything else available from any other large supplier and also cheaper than the fixed prices we're currently offering new customers on our website).

This final bill and Octopus Energy account set-up process will take a few weeks to complete. It's a complex thing and involves both Avro and Octopus Energy systems to work precisely, and we are working hard to get it right.

UPDATE 1PM WEDNESDAY 6TH OCTOBER

We are now underway with training the awesome Avro teams on our systems. This means for the very first time we will be able to help Avro customers with dual access to both the Avro and Octopus systems. Thank for those who have had to wait for us to have access to Avro systems to help with their query - we will get back to you soon now we are starting to get this access.

UPDATE 4PM TUESDAY 5 OCTOBER

A second update today...

For the first time today we've been able to meet the Avro Energy team. Late on Friday 24th September we were asked by Ofgem, the energy regulator, to step in and look after Avro's customers, but we had to wait until today to engage with their team directly (we had to go through various conversations first with the administrator appointed to look after Avro after it stopped trading).

We now have a team of senior managers based at their office in Hinckley meeting a great team who have been working under difficult circumstances for the last couple of weeks. If they're reading - a personal thank you from all of us to all of you for welcoming us so kindly.

We've also already started working with those teams to understand how we can most smoothly move Avro customers over to our systems, and training them on Octopus systems to help the migration - so if you have contacted us and we haven't got back to you, please bear with us whilst we ramp up those teams over the next few days.

UPDATE 11AM TUESDAY 5 OCTOBER

Thank you for your continuing patience. We are now starting to set up Octopus accounts for you. Any credit balance is protected and will be added to your Octopus Energy account but we have not started moving any balances over to our systems yet - we are hoping this will start to happen over the next week or so, and we will be in contact with you directly with more information, and to confirm the rates you will be paying with us.

The prices Avro were charging were unsustainable, which is why they went out of business. Your Avro tariff came to an end on 26th September - the point the company ceased trading. Customers will be moved onto our Flexible Octopus tariff, which is currently £10 under the price cap. This is currently cheaper than anything else available from any other large supplier and also cheaper than the fixed prices we're currently offering new customers on our website.

For most people however,, this is an increase, and we are sorry about that. We know how hard it is when prices rise. Wholesale costs, which make up 50% of your bill, are up over 300% in the last year - meaning new tariffs are more expensive across the board.

UPDATE 2PM MONDAY 4 OCTOBER

We are hoping to get access to Avro systems over the next couple of days, and to meet all their staff. We are aiming to then contact all Avro customers again, by email or letter, with the latest information and timescales for moving your account over to us.

Please continue to check out the FAQs below - and thank you all for bearing with us.

UPDATE 11AM SUNDAY 3 OCTOBER.

Thanks to everyone who's been patient over the last few days whilst our team gets back to you. We still don't have access to Avro systems, and whilst we have senior managers now located close to Avro's offices, we are still working with the administrator to get access to their team and systems. Please continue to bear with us as there continues to be limited account information we can give you at the moment - we are expecting this to change over the next few days as we get full access.

Please do check out the FAQs below - we are getting quite a few questions about tariff details, Direct Debits and the Warm Home Discount and have tried to share as much information as possible.

Our CEO Greg has also tweeted about what we are doing to look after Avro customers, and been interviewed by This Is Money commenting on the current situation:

Greg's tweet about Avro

Greg's interview with This Is Money

UPDATE 11AM SUNDAY 3 OCTOBER.

Thanks to everyone who's been patient over the last few days whilst our team gets back to you. We still don't have access to Avro systems, and whilst we have senior managers now located close to Avro's offices, we are still working with the administrator to get access to their team and systems. Please continue to bear with us as there continues to be limited account information we can give you at the moment - we are expecting this to change over the next few days as we get full access.

Please do check out the FAQs below - we are getting quite a few questions about tariff details, Direct Debits and the Warm Home Discount and have tried to share as much information as possible.

Our CEO Greg has also tweeted about what we are doing to look after Avro customers, and been interviewed by This Is Money commenting on the current situation:

Greg's tweet about Avro

Greg's interview with This Is Money

UPDATE 12.30PM SATURDAY 2 OCTOBER.

We are continuing to work 24/7 to respond to Avro customers - please do bear with us whilst we get back to you as it's been a little busy this week. In the meantime, please do have a look at our Frequently Asked Questions section (see above for quick link) to see if your query can be answered there.

We yesterday emailed any Avro customers who was switched to them by the 'Flipper' service, as we've been given up to date contact details for you - please check your junk mail if you haven't heard anything.

If you think you are an Avro customer, and haven't heard from us at all yet, please email us on avro@octopus.energy and we will investigate.

Please be reassured that you will not be left without power, and if you have a credit balance with Avro, it will be transferred safely to your Octopus Energy account.

UPDATE 11AM FRIDAY 1 OCTOBER.

We have added a Frequently Asked Questions section to the bottom of this blog based on what customers have been asking us (see above for quick link). If you have emailed, please bear with us, we are aiming to respond to everyone within a day, and have teams working 24 hours to get support in place.

Thank you to everyone who clicked the link in the email we've sent you to give us meter readings, and who has set up a Direct Debit with us. Those who have had a DD taken by Avro today, please don't worry - the business is in the hands of the administrators and your money is safe, and will be added to your account. The next DD will be automatically paid to Octopus Energy once we have migrated your account details over to us.

If you think you are an Avro customer, and haven't heard from us by the end of this week, please email us on avro@octopus.energy and we will investigate.

Please be reassured that you will not be left without power, and if you have a credit balance with Avro, it will be transferred safely to your Octopus Energy account.

UPDATE 12PM THURSDAY 30 SEPT.

The administrator for Avro has only just been appointed, which means we haven't been able to engage with Avro's team yet, or get full access to their systems. This means we're still not able to help as much as we'd like on individual account queries, so please don't contact us unless essential. Our team have been working 24 hours a day to get support in place and we won't stop until we have all the information necessary to help but please continue to bear with us.

You should now have received a second email, asking for you to give us your meter readings and set up a Direct Debit if you haven't already. If you've already sent your readings to us, please input them again if you can, as up to now we didn't have access to Avro's technology partners to store them.

Letters to anyone who didn't have an email address registered with Avro, are also now on their way.

If you think you are an Avro customer, and haven't heard from us by the end of this week, please email us on avro@octopus.energy and we will investigate.

Please be reassured that you will not be left without power, and if you have a credit balance with Avro, it will be transferred safely to your Octopus Energy account.

UPDATE 12.30PM WEDNESDAY 29 SEPT.

We will today and tomorrow be sending a second email, asking for you to give us your meter readings. If you've already sent them to us, please input them again if you can, as up to now we didn't have access to Avro's technology partners to store them.

We will also be starting to send letters to anyone who didn't have an email address registered with Avro, updating them on what is happening and with the same request for meter readings.

If you think you are an Avro customer, and haven't heard from us, or you were in the middle of switching to Avro and haven't heard from us, please don't worry. You won't be left without power at any time - we are still getting full access to Avro's systems and may not have come across you yet. Please email us on avro@octopus.energy and we will investigate.

But above all, please do still bear with us a little as we do not have the ability to discuss your account yet. Please be reassured that you will not be left without power, and if you have a credit balance with Avro, it will be transferred safely to your Octopus Energy account.

UPDATE 12PM TUESDAY 28 SEPT.

We are currently working on our next update email which we are hoping to send out tomorrow.

We are now working with Avro's technology partners so we expect this will include asking you to send us meter readings (if you haven't already).

By the end of this week we will also send letters to anyone who didn't have an email address registered with Avro, updating them on what is happening and with the same request for meter readings.

Please continue to bear with us for now, and don't contact us unless it is an emergency.

We are still waiting for formal confirmation of the appointment Avro’s administrators. Once complete we will be able to engage directly with the Avro team.

UPDATE 4PM MONDAY 27 SEPT.

OFGEM, the energy regulator, have now formally revoked Avro’s energy supply license. We are now waiting for the courts to formally appoint an administrator. We expect this process to take a couple of days - until this happens we will be unable to access Avro energy systems. If you have account questions, please do not contact us yet. Bear with us and we can contact you again in a few days.

UPDATE 10PM SUNDAY 26 SEPT.

We have now emailed all current Avro Energy customers to let them know we are taking over their supply. If you haven't received an email, please check your junk folders.


What is happening?

Ofgem have appointed Octopus Energy to take over your energy supply from Avro Energy.

Your energy supply will not be interrupted or affected in any way. Any credit balance you have with Avro is safe, protected by regulation, and will be transferred to your Octopus Energy account.

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If you have a power cut, please contact 105 from anywhere in the country to be put through to your local power distributor. If you can smell gas or have a gas leak, please contact the 24 hour National Gas Emergency hotline on 0800 111 999.

If your power is off due to an issue with your meter and your local power distributor can't help, reach our emergency team at emergency@octopus.energy.

Your Avro energy account is moving to Octopus

Ofgem, the energy regulator, has asked Octopus Energy to step in and look after Avro's customers as the company have ceased trading. Over the next few weeks, we will transfer you to our systems and move you to one of our competitive tariffs. Once this switch process is complete, you'll be free to stay with Octopus with no exit fees, or switch to another supplier. You won't be able to switch until then due to energy industry limitations.

If you have recently left Avro and have a credit or debit to settle, please do not contact us yet. We will contact you within the next 4 weeks to let you know what happens next.

If you started to switch to, or away from Avro, more than 7 days ago, the switch will continue uninterrupted. If it was less than 7 days ago, the supplier you are moving from, or moving to, may be able to cancel the switch if you prefer.


Good to know:

  • Your energy supply will not be interrupted or affected in any way. You will not be cut off.
  • Any money Avro owes you is safe and will be credited to your new Octopus account as soon as possible.
  • If you pay by Direct Debit please do not cancel it. This will continue as usual and be paid to Octopus and not Avro. You will need to pay for the energy you use, and if you cancel your direct debit, you may start to build up debt. If you have cancelled it already, don't worry, we will contact you about this.
  • If you are a prepayment customer, you will be able to top up in the same way you have been doing & will not lose supply
  • If you usually get the Warm Home Discount as part of the core group (so you don't normally apply for it but are entitled to it), you will still get it automatically from Octopus. If you usually apply for the WHD as part of the 'broader group' you will need to apply with Octopus Energy. Please don't do this yet - we will contact all customers soon, when your account is set up, with instructions on how to do this. All WHD credits will be applied to your account by 31 March 2022.

Our pricing promise: Your Avro tariff will come to an end on the 26th of September at the point the company ceased trading. We will get in touch with all Avro customers soon to inform them about new rates and charges, but will move customers onto our Flexible Octopus tariff, £10 below the price cap. This is currently cheaper than anything available from any other large supplier and cheaper than the fixed prices we're currently offering new customers on our website.

Please do not call or email us - we will be in touch within 48 hours with an update.

If you can, please make a note of your meter readings today and store them. If you cannot input them onto the Avro website, do not worry, just keep a record and we will ask for these soon. If you are away, or can’t make a note, don’t worry. It won’t affect your switch and we will be in touch soon with more information.

Here’s what will happen next:

Within 48 hours

We will contact you with an update.

Within 14 days

We expect to have most accounts reviewed, transferred, and operating properly. Please do not cancel your Direct Debit as we will move it over to us.

In the next month

Once your switch completes, you'll be free to switch to another supplier (but we hope you'll stay).

We are committed to making this as smooth as possible. We’re proud of our reputation for customer service and ask that you bear with us whilst we begin the tidying process so we can give you the service you deserve.

Frequently asked questions

Will I be on the same rates I was with Avro? Will I pay more?

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The prices Avro were charging were unsustainable, which is why they went out of business. Your Avro tariff came to an end on 26th September - the point the company ceased trading.

You'll be moved onto our Flexible Octopus tariff, which is currently £10 under the price cap. This is currently cheaper than anything else available from any other large supplier and also cheaper than the fixed prices we're currently offering new customers on our website. For most people however, this is an increase, and we are sorry about that. We know how hard it is when prices rise. Wholesale costs, which make up 50% of your bill, are up over 400%% since the start of the year, meaning new tariffs are more expensive across the board.

We're in the process of emailing customers with the specific details of their new rates, so you should hear from us very soon, but if you want your tariff rates now, there's a way you can check online.

  1. Head to octopus.energy/tariffs
  2. Put in your postcode
  3. Click 'filters' and tick 'flexible'
  4. Scroll to find a tariff called Flexible Octopus October 2021 v2
  5. These will be your rates – as promised, around ~£10 cheaper than the price cap for the average home, and cheaper than anything available from a major supplier.

(One last thing: you'll be charged a slightly cheaper rate between September 26th and October 1st, before the current price cap came into force. If you want the detail of this price, toggle the page from 'Current prices' to 'Historical prices' and find Flexible Octopus October 2021 v1)

The first line of my postal address is looking odd, can you update it?

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We've found a number of customer accounts where the first line of the postal address is incorrect. We expect to be able to automatically fix these addresses soon, without you needing to contact us.

I’m in credit with Avro Energy. Will I get my money back?

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Yes. We will honour domestic credit balances for both current and past customers of Avro Energy who are owed money. We have to wait for Avro’s administrators to share this information with us, which may take a few weeks, but we will then apply any credit to your Octopus Energy account as soon as possible.

Should I cancel my Direct Debit?

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No. If you have an active Direct Debit already set up with Avro, this will soon be moved across to Octopus Energy so any future payments will be directed to us, and you don't need to set up a new DD.

Avro Energy have just taken a Direct Debit payment but you said not to cancel it, should I be worried?

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If your regular Direct Debit payment has just come out, please don’t worry. Avro Energy are in the hands of the administrators, and any payment taken will be applied to your account. Over the next few weeks your Direct Debit will be moved over to us, so the next DD should be paid to Octopus Energy. You won’t pay twice.

What happens if I've already cancelled my Direct Debit?

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Don’t worry, it's easy to set up a new payment. We might've already been in touch about how to set up a new one. Just log in to your Octopus Energy account (if you haven't logged in before, just create a password using the email you used with Avro) and click 'Change my payments' on your dashboard.

Even if you have some credit on your Avro account to be brought across, as we head into winter, it may be worth ensuring you are making regular monthly payments to avoid building up any debt over winter

Will my direct debit payment date remain the same?

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Yes, We’ll move your direct debit over to us as the same amount, and it will be paid on the same day of the month.

Once you are on supply with us, our system will check periodically to make sure your monthly direct debit will be enough to cover your energy charges without you falling behind. If it needs to change (up or down), we will be in touch to let you know with plenty of notice.

If you think your account is falling behind or getting too far ahead, you will also be able to adjust your monthly payments up or down online in your Octopus Energy once your account is fully set up with us. We will let you know shortly once this has been done.

Can I still get the Warm Home Discount?

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Yes. If you usually get the Warm Home Discount as part of the Core group (so you don't normally apply for it but are entitled to it), you will still get it automatically from Octopus. If you usually apply for the WHD as part of the 'broader group' you will need to apply with Octopus Energy.

Please don't do this yet – we'll contact all customers soon, when your account is set up, with instructions on how to do this. All WHD credits will be applied to your account by 31 March 2022.

I’m in the process of switching to Avro Energy but I’ve changed my mind and want to cancel - what should I do?

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Your account will switch to Avro. Don’t worry, your energy supply will still continue and you’ll shortly be moved to Octopus Energy. While you won’t be able to start another switch for 28 days, you’ll be able to switch to another supplier once we've has fully set up your account.

I’m switching away from Avro Energy. What should I do?

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Ofgem recommends that you don't try to switch away from Avro right now, to give us and Avro’s administrators time to bring your account up to date. If you have initiated a switch away from Avro which hasn’t yet completed, your new supplier may still be able to stop this transfer. If you would however prefer to continue with your switch away, that’s no problem, any credit balance will be protected and we will be in touch with you soon.

If you have a remaining outstanding balance, you'll still need to pay this amount which will currently be handled by Avro’s administrators once appointed.

I moved home prior to the 26th of September and already let Avro know. What should I do?

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We will be working closely with Avro’s administrators to bring any historical changes to accounts up to date. If you moved out prior to the 26th of September, your final bill will likely be issued by Avro and we will work with the administrators so this process is as smooth as possible.

Over the coming weeks, either we or the administrators will be back in touch with you but if this information still doesn’t look right, please get back in touch.

Please make sure you noted down a meter reading on the day you moved out and that you have sent this already to Avro so they can prepare your final bill.

Hey I'm Constantine, welcome to Octopus Energy!

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