Official Neo Energy Octopus information page - updated regularly

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UPDATE FRIDAY 13th JANUARY 2023

We have started sending out emails to all customers who we believe had a credit balance when they moved from Neo to Octopus.

If you haven't received an email and believe you had a credit balance on the 9th July 2022, please check your junk folders. If it's not there, please get in touch providing the following information:

The last bill from Neo/Northumbria
Proof of any payments made to Neo/Northumbria after the end date of the last bill provided.

We'll review the information shared and contact you with the calculated transfer balance.

UPDATE TUESDAY 19th JULY 2022

We have started sending personalised pricing information out to all customers.

UPDATE MONDAY 11th JULY 2022

We have emailed all the Neo Energy customers whose details we've been provided 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 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.

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 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

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

Your Neo Energy tariff came to an end on 9th July.

You'll be moved onto our Flexible Octopus tariff at prices protected by the Government's price cap. For many however, it is an increase on what they were paying with Neo Energy, and we are sorry about that. We know how hard it is when prices rise, which is why we're doing everything we can to keep costs down during the energy crisis.

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.

Head to octopus.energy/tariffs
Put in your postcode
Click 'filters' and tick 'flexible'
Scroll to find a tariff called Flexible Neo July 2022 v1

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

Yes. We will honour domestic credit balances for both current and past customers of Neo Energy who are owed money. We have to wait for Neo Energy's administrators to be appointed and 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?

Yes. As the process to appoint administrators and transfer payments can take some time, we recommend contacting your bank or building society to cancel your Direct Debit.

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

Your account will switch to Neo Energy. 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 Neo Energy. What should I do?

Ofgem recommends that you don't try to switch away from Neo Energy right now, to give us and Neo Energy's administrators time to bring your account up to date. If you have initiated a switch away from Neo Energy 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 Neo Energy’s administrators once appointed.

Hey I'm Constantine, welcome to Octopus Energy!