Big Energy Credit Claim Back: Octopus (Bulb & Shell)

What is the Big Energy Credit Claim Back?

The Big Energy Credit Claim Back is a campaign that 38 Degrees is running in partnership with the Warm This Winter coalition, of which we are a member, to help households reclaim their unused energy credit from energy suppliers.

If you have additional questions, get in touch at info@warmthiswinter.org.uk 

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis!

How does it work?

If you pay your energy bills by direct debit, you can claim back any credit you may have overpaid throughout the previous year.

Different companies have different ways to do this, so Warm this Winter has done the research and compiled individual steps for each company – but all of them require you to have up-to-date meter readings. Most also offer assistance if you need help with the process.

Whoever your energy supplier is, the following important warnings must be understood in all cases:

• Do not cancel your direct debit. This may result in the price you pay for your energy going up.
• By taking back the credit you are owed, this may increase your direct debits going forward as many suppliers create an excess buffer, but you will be able to get that back if you are in credit after next winter.
• There is also a danger that if you haven’t supplied regular meter readings that you may not be in credit and could end up owing your supplier more money.

Ofgem, the industry regulator, says that energy companies must give you back the credit you’re owed within two weeks.

How can customers contact Octopus about claiming back their credit?

Customers can get in touch with Octopus to ask for their credit to be refunded online.

How long does it take for an average customer to complete the process?

Octopus did not provide this information, but we’d love to hear from you about what  your experience of trying to claim back your credit was like. Look out for our next email with a short survey to share your experience!

Is there anything customers need to do before starting the process?

They need to have had an energy bill based on real meter readings within the last 14 days, so if they don’t have a smart meter, they should submit a reading.

What information do customers need to have on hand?

Customers need to have up-to-date meter readings on hand.

Outline the steps to claim back credit 

Octopus has an online service under billings with a button to click to request a refund of excess credit. This is for customers who they think have sufficient credit to be refunded.

If the option does not show on their online account, customers can email hello@octopus.energy and request one.

What is the timeframe to get credit back?

Octopus did not provide this information, but Ofgem says this should be two weeks.

What services are available to help people who may not be able to use the outlined procedure?

Octopus has a Priority Service Register for customers with additional support needs. It can be accessed here:  https://octopus.energy/policies/priority-services-register/

What’s the process for bereaved families to claim back credit from deceased relatives?

Octopus uses Setld (https://www.settld.care/) as a service to help customers dealing with a bereavement. 

Customers can also send the following information via email to Octopus customer services at hello@octopus.energy for help:

• Details of the person who has passed away: name, full address, and the date they passed. 
• Meter readings: Octopus will typically keep the account open until the property’s been sold or the keys have been handed back. Let them know the date that this happens, as well as the final readings (where possible), so they can close the account up to then. 
• Details of the person who’s responsible for looking after their affairs: This is probably the executor of the estate if there’s a will, or administrator if there isn’t one.

How can I share this with others?The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis! Click here to sign and share this action with your friends and family to force energy companies to take notice.