Behind the scenes with our social workers

social worker banner

For many, energy bills are one of the most expensive household costs – and for those living in energy poverty they can feel overwhelming. At Octopus Energy, we meet people facing some of life’s toughest challenges, and we do more than anyone to help. But we wanted to do even more. That’s why we think we're the first energy company to bring in qualified social workers.

To find out more about about the life-changing support they provide, we spoke with Katie, our Head of Service for Social Work, and her colleagues Kaylie and Kiana about the difference they’re making every day.

Katie knew she wanted to be a social worker from the age of seven. A school friend’s social worker left a lasting impression when she saw them drawing with chalk on the driveway. “In my head, I thought, ‘Social workers get to play with kids and draw on driveways—I want to do that!’ From that moment, I was set on my path,” she said.

“I’ve now been qualified for 12 years,” Katie shared. “Of course, the reality of the job is very different from what I imagined at seven. It’s so much more than I expected—in ways that have been both challenging and rewarding.”

Katie became the first of two social workers at Octopus Energy in 2022 after stumbling across a social worker FB group - now, she leads a team of eight, with their newest member having joined in December 2024.

Sitting down with the Octopus social workers

social workers

I had a chat with Katie, Kiana and Kaylie to find out more about how they help customers through the toughest circumstances.

Samsam: Many people might not know what it means to be a social worker at an energy company. How would you guys describe your role?

Katie: I like to think of social workers as bridge builders, standing alongside people as they navigate challenges like poverty, mental health struggles, or family issues. Sometimes, we’re lifeguards diving into crises; other times, we’re engineers crafting sustainable, long-term solutions.

We take a holistic approach, looking beyond energy bills to understand what’s really happening in someone’s life. For example...

We helped a pensioner struggling financially who wasn't claiming any benefits he was entitled to. During a home visit, we discovered a pile of unopened letters - one of which was about a missed knee operation from two years ago.

Thankfully, we managed to help him get his benefits and his health back on track.

Kaylie: "We use our skills to have meaningful conversations, listen without judgment, and help people feel heard. Many of our customers are dealing with significant life challenges such as: bereavement, terminal illness and poverty and our job is to figure out how we can help them and empower them to seek additional support where necessary."

Kaylie’s journey into social work started at 17. Unsure of her path after leaving college, she found herself working at a unit for young adults with learning disabilities and autism. Since then, her career has taken her across a variety of roles, from children’s disability services to mental health support. "It’s been incredibly rewarding to see the positive changes in people’s lives".

Samsam: How did the social work role come about at Octopus?

Kiana: The role emerged because we saw the vulnerabilities of certain customers, and our CEO, Greg Jackson had his own experiences as a child growing up in a household with a strong mother who would do all she could but there were still fears of their energy being turned off when the bill letters came. We started small and saw a positive impact right away. Over time, it became clear that having social workers in all offices would benefit our customers and support our teams.

social worker illustration holding a womans hand

One of the team's early hires, Kiana, had spent a decade working in the NHS and local authority before she decided it was time for a change. Working in these settings presented both opportunities and challenges. Those experiences were invaluable and provided me with lots of skills that have helped me in this role.

Although it was time for a change, she wasn’t ready to give up her passion for supporting people. “I wanted to find a different way of helping others, but in a setting that aligned with my social work values,” she said. That’s when she stumbled across a social work role at Octopus Energy.

Kaylie: There’s a huge connection between debt and mental health and Octopus recognises that. So, bringing social work into an energy company makes sense - it’s often the best way to support vulnerable customers.

The team's memorable moments at Octopus:

Katie: Sometimes it's the little things. During one visit, we noticed someone was struggling to get up from their chair, which made answering the door a challenge. We arranged for aids and adaptations including a better chair, which significantly improved their quality of life. Sometimes, people don’t realise this help is available—or that it’s free.

Kiana: Recently, I helped an elderly lady who was discharged from the hospital, only to find that she had no gas or electricity because she'd lost her prepayment key. We got that resolved for her, but when I called her to check in a few days later she was struggling with her health. I helped her get medical attention - I'm glad I called when I did and she's now getting the support she needs.

Kaylie: One memorable experience was visiting an older lady who was struggling with her energy bills. She had no idea why her bills were rising and was really frustrated because she couldn’t understand her account. We paid her a visit to explain her bills and discovered that her old heating system was costing her a lot of money. We worked with her to consider the benefits of retrofitting her property via the ECO scheme with the hope that this will improve things for her financially, but also prevent further ill health, hospital admission linked to fuel poverty and a cold home.

Samsam: How do cases usually come to your team?

Katie: Most customers are shared with us by energy specialists, who speak to customers every day. If a customer shares that they’re struggling, they might escalate it to us if they feel a more holistic level of professional support is needed. We then assess the situation and decide how best to proceed—whether that's giving advice, offering a phone call, a video chat, or even a home visit.

Kiana: Since starting we have been establishing links with external agencies such as health and social care. With the customer's consent, we occasionally receive referrals from external agencies, for customers who might require additional support and help managing their energy account.

Customer feedback that reads 'thank you so much for arranging that for me. it has made my day and given me a great sense of relief'

Here's one of the many thankful emails the team gets every week.

Samsam: What does a typical day look like for you?

Katie: Every day is completely different, that's the beauty of social work. Our key focus is always to support customers the best way we can using the least restrictive options and with options that are person-centred to each individual.


Kaylie: As Katie said, it varies and every day is different. The beauty of our team is that we all have different backgrounds from children and families, mental health, addiction and adult safeguarding so we can pool our knowledge to think outside the box and ensure our customers get the right support.

Kiana: Our work is so varied - it ranges from supporting people struggling with their mental health, to hospital discharges where people have returned home to find no gas or electricity to supporting people to apply for carers allowance and other benefits for which they are entitled.

People often feel ashamed when they reach out about debt, thinking there’s no way out. But by acknowledging that they’ve taken the first step, we can make a real difference. We’re able to help them not just with their energy debt, but also with other needs they may not even know about. It’s not just about energy; it’s about offering holistic support.

Samsam: What would you say is the most rewarding and fulfilling part of your work?

Many people expect there to be a catch or that companies only act out of profit, but we’re focused on doing the right thing. It’s fulfilling to know we work for a genuinely caring and ethical organisation.

Kaylie: For me, it's seeing the positive change in people's lives, especially when they can't see it for themselves. Often, people come to us when they're facing tough challenges, like poor mental health, housing issues, or debt. As a social worker, I like to work alongside an individual to understand their circumstances and identify ways we can improve their wellbeing and help them to achieve better life outcomes.

It is amazing to be part of the Octopus Social Work team which continues to grow and evolve. We’re not just helping customers with their energy bills; we’re supporting them through some of the hardest times and helping them to secure a better future.

Samsam: How do you support each other as a team, through some of these emotionally tough moments?

I feel really supported at Octopus.

Katie
social worker illustration

Kaylie: We may be spread out across different locations, but we’re always in touch, whether it’s through regular meetings or huddles. It’s nice to know we’re never alone and have one another to bounce ideas off. We also meet in person for training and team-building, so even though we're based in different sites, we still get plenty of opportunities to connect.

Katie: We really support each other, and safety is key. We focus on people over paperwork. We do risk assessments and can always do visits in pairs for our own safety, which can be rare in this profession. We're a real team.

Samsam: What advice would you give to someone interested in a similar role?

Kiana: Having previous social work experience has been incredibly helpful. Understanding processes and how different departments and local authorities work is key. You also need to be adaptable and resilient - things change quickly here!

Katie: I think you need to bring a lot of empathy and resilience to the job. Good communication is key, as is the ability to really listen and validate people’s feelings. You have to be able to hold space for people, going through difficult circumstances.

Kaylie: Supervision is your friend, communication is key and finding a balance between empathy and boundaries is crucial.

Social work is a tough but incredibly rewarding job and there will be moments when you’re pushed in ways you didn’t expect. But the impact you can have on people’s lives is huge - the changes you see can be life-changing.

Kaylie

Samsam: Does Octopus provide any additional support to customers?

Katie: Yes, through the Octo Assist Fund, we help customers with things like electric blankets, food vouchers, and even winter fuel payments.

For example, when the government cut winter fuel payments for pensioners, we made sure to pay those who were missing out. The social workers helped identify these customers and provided financial support to ensure they could stay warm through the winter.

If you or anyone you know is struggling, please contact us.

Published on 7th February 2025 by:

image of Samsam Farah

Samsam Farah

Writer

Hey I'm Constantine, welcome to Octopus Energy!

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