Shell Energy customer information page – updated regularly

Sit tight. You'll receive an email from Shell Energy soon with everything you need to know. There’ll be no change to your service yet – you’ll be looked after by the same dedicated Shell Energy teams, and pay and manage your account the same way you always have.

We’ll contact you over the next few months with information about when your individual account will switch to our systems. We’ll work quickly and carefully to transition you over to Octopus, and share regular updates on this blog.

While you wait for your account to move to Octopus:

• Your energy supply won’t be interrupted or affected in any way. You will not be cut off.
• Any credit on your Shell Energy account is safe and will be moved to your new Octopus account as soon as possible.
• If you pay by Direct Debit, there’s no need to cancel it. This will continue as usual and transfer to Octopus automatically when your account moves to us.
• Government support schemes such as the Warm Home Discount scheme will continue as normal (for more info on the schemes head here) and if you’re struggling to pay, Shell Energy has a dedicated hardship fund.

Please don’t contact Octopus Energy about your Shell Energy account just yet: the Shell Energy team will still look after your account and the Octopus team don’t yet have any more information to share about Shell Energy’s move to Octopus.

You'll be in safe hands throughout the transition: we're one of the UK's most experienced suppliers for major customer migrations like this. People who joined us from failed supplier Bulb Energy got the best customer experience of any transfer in the market this year.

Here's what a few customers had to say on Twitter about their experience transferring to us from Bulb.

While you're still a Shell Energy customer, you should get help from Shell and manage your account the same way you always have. You'll be looked after by their same dedicated team.

You'll know once we have moved you to Octopus Energy as we will send you an email with your new account details from hello@octopus.energy

Our team won’t be able to access your account information or complaint details until your account is officially moved to Octopus, so we’ll be in a much better position to help with any existing complaints after you move to us. You’re welcome to wait for us to do that, but the best, fastest way to have your complaint resolved right now is to keep talking to the Shell Energy team.

Please don’t cancel your Direct Debit, you should keep paying exactly as normal. When the time comes for your account to be moved to Octopus systems, your Direct Debit will be automatically transferred to us too, so you don’t need to lift a finger.

Your payments will stay the same for now. When the time comes for your account to be moved to Octopus systems, your Direct Debit will be automatically transferred to us too, so you don’t need to lift a finger.

We’ll move your Direct Debit over to us as the same amount you were paying with Shell Energy, and it will be paid on the same day of the month.

Once you are on supply with us, we’ll run regular health checks on your account to make sure your payment is enough to cover your energy costs over the year.

If we think your payment should change to keep your account healthy, 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.

Your prices won’t change as a result of this announcement. If you’re on a fixed tariff, your contract will be honoured, and we’ll let you know your options with plenty of notice before your tariff ends.

If you are on a variable tariff, your tariff is protected by Ofgem’s energy price cap, which changes every three months. Ofgem have announced the new price cap, which takes effect on January 1st – it’s an increase of around £100 per year for the average home, so you may see a small increase in your prices then.

We’re finalising what this means for our customers now and will inform everyone in mid-December. We’re the only large supplier that’s always priced below the energy price cap.

Your credit is protected: your Shell Energy account balance is unaffected by the move to Octopus. Of course, you’ll keep being charged for the energy you use throughout the transition so your balance will change as normal to reflect different incoming and outgoing payments.

Both us and Shell Energy have dedicated funds to help customers struggling to pay. For now, while Shell Energy is still looking after your account, you can apply for help through their hardship fund – read more about it online and contact their team to see how they might be able to help.

Once your account has moved to Octopus, you’ll be able to apply for help from the Octopus Assist fund. You’ll have to share a bit of information about your financial situation and other circumstances, then we’ll let you know which of our various help schemes may be appropriate for you.

You will still receive the Warm Home Discount (if you qualify) through Octopus Energy. You don’t need to do a thing.

The Warm Home Discount process changed in 2022/23. If you are a qualifying customer in England or Wales, you should receive a letter letting you know either you’ll receive the discount automatically, or asking you to call the WHD Hotline. If you’re expecting a letter and haven’t received it, we suggest contacting the WHD Hotline directly.

Find out more about the Warm Home Discount here — credits will be applied by March 31 2024.

We really hope you'll choose to stay with Octopus, but you are always able to switch away at any time.

We're getting ready to start moving Shell customers over to Octopus in the next few months. We understand you might be eager to get your Octopus account up and running, and we can't wait to have you – but because of how large customer account switches like this work, you won't be able to switch to Octopus sooner.

Why can't I switch sooner? With over 1.4M Shell customers joining us, there are certain processes we have to follow to transfer all your customer information (such as historical bills, energy usage, meter information and tariff) in a secure and accurate way. To do it, we need to move customers to us gradually over a number of months. Doing it this way means we also get time to train up staff on Octopus software and ways of working so they can best support you.  Attempting to switch sooner while this process  is already in the works can cause account issues.

If you want to leave Shell Energy for a different supplier, you're free to leave at any time – although we'll be sad to see you go!

We're really experienced at large customer migrations like this. Most recently, we moved 1.5m Bulb customers to Octopus in under 6 months – a UK industry record. And we've no doubt we'll move Shell Energy customers over to us with the same care and attention, as quickly as we can.

Yes! Get a quote and switch to Octopus Energy at octopus.energy.

Yes. We’ve got a proven track record in getting large-scale customer migrations done quickly and smoothly, while continuing to look after customers old and new to an outrageously high standard.

The Shell team will be helping to look after their customers, so existing Octopus customers will continue to receive the same award winning customer service that they do today.

We’re one of the top energy companies on Trustpilot (4.8* rating) and we’re the only energy provider to have been recommended by consumer advice group Which? for six years running.

We’re really excited to welcome Shell customers and don’t expect this to have any negative impact on Octopus customers.

The Shell team will be helping to look after their customers, so existing Octopus customers will continue to receive the same award-winning customer service that they do today.

We’re one of the top energy companies on Trustpilot (4.8* rating) and we’re the only energy provider to have been recommended by consumer advice group Which? for six years running.

Shell Energy will keep looking after you as normal, and nothing will change for now.

Your broadband and phone service will continue exactly as it is now, with no interruptions. If anything changes in the future, we’ll get in touch again with all the information you need.

• Your broadband and phone will operate as usual, with your existing router.
• There’ll be no change to your service including the price you pay. You’ll be able to use your Shell Energy Broadband account just as you have up to now.
• If you need anything, simply contact Shell Energy Broadband as usual. You’ll be supported by the same dedicated team, and you’ll get bills and communications from them the same way you always have.
• You can continue using your preferred payment method, which includes over the counter in Post Office branches or Payzone stores. If you pay by Direct Debit, there’s no need to cancel it.
• If you're worried about paying your bills, Shell Energy Broadband has extra support available.