Official Neo Energy Octopus information page - updated regularly

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What is happening?

Ofgem have appointed Octopus Energy to take over responsibility for the energy supply to customers of UK Energy Incubator Hub, Neo Energy and Northumbria Energy.

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

Your Neo / Northumbria Energy account is moving to Octopus

Ofgem, the energy regulator, has asked Octopus Energy to step in and take over responsibility for the energy supply to customers of UK Energy Incubator Hub, Neo Energy and Northumbria Energy after Ofgem withdrew their supply licence. Over the next few weeks, we will transfer you to our systems. 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 Neo 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 Neo, 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 Neo Energy owes you is safe and will be credited to your new Octopus account as soon as possible.
• If you pay by Direct Debit, we recommend you cancel it. It may take some time to retrieve payments via the administration process and transfer them to your Octopus account. Instead, we recommend cancelling your Direct Debit with your bank – we'll send you instructions shortly on how to setup a new Direct Debit with Octopus.
• Your Neo tariff came to an end on the 9th of July when the company ceased trading. We will get in touch with all Neo Energy customers shortly to inform them of their prices, but they are protected by the energy price cap.

Please do not call or email us - we will be in touch soon with an update, and this page will be constantly updated with the latest information.

If you can, please make a note of your meter readings today and store them. 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 21 days

We expect to have most accounts reviewed, transferred, and operating properly.

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