Continuing there massive investment and purchases in Europe, they have now acquired all UK Energy customers from Engie.
Why is my energy supplier changing ?
ENGIE has decided to focus on the business supply market and will no longer provide gas and electricity to homes in the UK.
Why Octopus Energy?
We selected Octopus Energy to take over the supply of our home customers due to their commitment to renewable energy, fair and transparent pricing, and excellent standards of customer service.
What do I need to do?
You do not need to do anything. Octopus Energy will be in touch shortly to introduce themselves and give you more information on how and when your account will be transferred.
Does this affect my energy supply?
There will be no interruption to your energy supply.
Will my tariff remain the same?
If you have a fixed term tariff, the end date and rates you pay will remain the same.
If you are on one of our variable tariffs (ENGIE Safe & Easy or Pay As You Go), your prices will remain the same at transfer and may reduce if Octopus Energy offer an equivalent cheaper tariff.
I have already begun my switch away from ENGIE – what do I do?
If you have already started your switch to another provider, you do not need to do anything.
Your new supplier will be in contact soon to ask for a meter read (if they have not already), which they will send to ENGIE so we can produce your final bill. You will need to pay any outstanding balance to ENGIE before your switch is completed.
I want to switch away now – what do I do?
You are free to switch away from ENGIE, without exit fees. There will be a period where you will be unable to switch whilst the transfer is happening. This will be communicated by Octopus Energy in due course.
If you have not switched away from ENGIE before the transfer of your account begins, then your account will be transferred to Octopus Energy automatically.
You will be free to switch away from Octopus Energy, without any exit fees, as soon as the transfer from ENGIE is complete, if you wish to do so.
I want to change my ENGIE tariff to another ENGIE tariff, can I do this now?
During the transfer period to Octopus Energy, you will not be able to change your ENGIE tariff to another ENGIE tariff. When your account has been successfully transferred, you are free to change to another eligible Octopus Energy tariff or switch away from Octopus Energy without exit fees.
What do I do if my tariff is coming to an end in March?
Octopus Energy will provide a renewal offer in due course.
Will my direct debit payment date remain the same?
Yes, your payment dates will remain the same.
Should I cancel my direct debit?
No, please do not cancel your direct debit, this will transfer automatically to Octopus Energy.
What will happen to the balance on my account at transfer?
There will be no change to your balance due to the transfer. Whether you are in credit or debit, your balance will be transferred over to Octopus Energy.
I’m moving to a new home – what do I do?
If you are moving home, please call our Customer Service Team on 0800 280 8000, and we will transfer the details to Octopus Energy.
If you have already told us you are moving home, you do not need to do anything else.
I have received a bill from ENGIE, who do I pay and when is payment due?
You will need to pay as stated on the bill to ENGIE. You may still receive a bill from ENGIE over the next few weeks whilst the transfer process is underway, please pay this as usual.
Once your account has been transferred, future bills and payments will be made to your new supplier, but details of this will be communicated at the time.
What happens if I am on a pre-payment meter?
If you are running low on credit, you can continue to use your current ENGIE key and card. Octopus Energy will be in touch with new details and will issue a new key and card during the transfer process.
I am on a Green tariff – will I be transferred onto an equivalent tariff?
Yes, Octopus Energy will offer you a green tariff automatically as part of the transfer of your account. 100% renewable electricity will also be standard on all tariffs in line with the ENGIE tariffs.
What happens if I have a smart meter?
If you have a Smart meter, then this should continue to operate in the same way with Octopus Energy.
I have an open query or complaint– will it be resolved?
We will continue to review your query or complaint but if we are unable to find a resolution before the transfer, then this will be managed by Octopus Energy following the transfer of your account.
What will happen to my data?
During the transfer of your account, we will only share personal data that is relevant to the transfer of your account to Octopus Energy. We will only share this data at the time it is required.
How can I obtain more information on the transfer process?
We have set up a dedicated team to answer any questions about the transfer process which can be reached on 0800 280 8000, press *, between 9am to 5pm on Monday to Friday.