Statement from Octopus Energy on UK Energy Incubator Hub

We are delighted that Octopus Energy has been appointed by the energy regulator Ofgem to look after the customers of the UK Energy Incubator Hub. 

Octopus Energy has a strong track record in large customer migrations: We have acquired five energy retailers in the UK, migrated millions of customers through our Kraken licensing deals with large energy suppliers and successfully taken on the customers of four failed energy suppliers. Last year, we were appointed supplier of last resort (SOLR) for Avro Energy – the largest SOLR customer migration the UK has ever seen – moving over half a million customers over to Octopus Energy. 

Our responsibility is to ensure that UK Energy Incubator Hub’s customers are well looked after. There will be no interruption or impact to their energy supply. We are asking them to cancel their direct debits and if they wish to switch to another supplier, wait to do so until the transfer is completed. 

We would like to reassure customers that any money paid from now and credit built up with their old supplier is protected, and will be moved to their Octopus Energy account for them to access when they have been moved to our systems.

Customers of UK Energy Incubator Hub can contact us by email 8am - 10pm, 7 days a week. Our phone lines are also available 9am - 5pm Monday to Thursday and 9am - 4pm on Friday. We also have 24/7 email and emergency call support for our UK customers which is provided by our operations team in New Zealand.

For up to date customer information, please visit https://octopus.energy/neo/