“EXTREME CAUTION!!! Octopus Energy dramatically over estimated heat loss when doing my home's Air Source Heat Pump (ASHP) survey. Their survey and subsequent system could have cost me ALOT of wasted money!!!
I purchased an Air Source Heat Pump (ASHP) survey from Octopus in December 2025. I really wanted to use them as my installer/provider for a ASHP but there heat loss estimates were likely to be extremely incorrect!
Octopus surveyed my house and stated my heat loss was 13600 watts and that I needed a 15kwh heat pump. They then changed the estimate to 12252 watts heat loss.
However an alternative provider stated that was unrealistic and calculated my home's heat loss at c. 8500 watts ang therefore I only needed a 8kwh heat pump.
Octopus' survey is extremely concerning as I understand an overestimated heat loss calculation will result in an inefficient (and costly) oversized heat pump unit! My understanding is that an oversized unit reaches setpoint quickly, then turns off and on frequently. This reduces efficiency, increases wear on compressors and contactors, and can dramatically shorten the unit's lifespan as well as increasing electricity bills (something that would benefit Octopus).
CAUTION: my understanding is that Octopus' heat loss estimates are often seen as high or conservative; potentially leading to oversized heat pumps, because they use STANDARD survey methods (MCS) and make cautious assumptions about factors like air leakage, required room temperatures, and radiator performance.
My house is extremely efficient with my extension being built to 2016 regs, all rooms having underfloor insulation, efficient modern double glazing and even draft excluders on interior doors!
Octopus Energy's surveying approach could result in you wasting £1000s!!!!!!
Account: A-A4F213AC”
“Loved this company but now huge rise in…
Loved this company but now huge rise in electric car charging costs. We have government already whacking us now octopus doing the same. Honestly its all going wrong . Terrible”
“Worst energy company I’ve ever used. I switched to octopus because I wanted get away from Eon. My payment was estimated at £179pm which sounded reasonable for a small house.
After 6 months they emailed me saying they were putting my payment up to £880pm. I phoned them up and was told that something in the house was draining power and they gave me detailed instructions on how to track it down. If an appliance was drawing £700 of power a month then I think it would be glowing red hot, but they said they would leave the payment at £179.
Another few months go by and they emailed me again saying my monthly payment was going up to £780. I phoned them and was told by a young lad it was a computer error and to ignore it and my payment stayed at £179.
After another 3 months they emailed me again telling me they were putting up my dd to £660pm. So I phoned them again and spoke to a woman who.told me that they “wanted to set my monthly payment at a sustainable level” whatever the hell that means, but that for the time being it could stay at £179.
At this point I’d had enough sleepless nights caused by these cowboys so I moved to OVO. I’d built up a small arrears with Octopus of about £200 over a whole year but OVO set my monthly at £140 and that’s where it has remained.
Through all of this I had a smart meter which confirmed that my usage corresponded with my monthly payment so they must have been aware of my exact usage.
I searched the internet about this policy by Octopus and found forums full of people complaining of the same thing. It seems octopus want you to build up a huge surplus in their bank account. No doubt so they’ll earn a lot of interest from it.
Avoid this company like the plague.”
“Very poor customer service. If any problem arises they are not interested in helping you and just ignore your messages. They are not pro active at all. Not in the engineering team or the customer service team. A problem that has been going on for months takes no priority over new customers. I do not recommend using Octopus energy.”
“Delighted with your help to get us on the correct tariff Lorcan. You were patient,courteous and knowledgeable. Octopus has treated us well and we will recommend your company.
Ruth and Iain Laing”
“Renu wa so kind and helpful to me today in helping me to change to a better account. She explained things so well.
I hope going forward things will be better financially for me because of this information.
I had been worrying about changing my account all night long and she lifted my concerns and I feel so much better now. Thank you Octopus.”
“URF – Revolutionizing Financial Compliance & Tax Strategy
Under the exceptional leadership of UNIQUE, URF continues to redefine the standards of excellence in financial compliance and tax strategy. In a constantly evolving regulatory world, their team stands out by delivering unmatched clarity, precision, and measurable impact.
From resolving platform concerns to simplifying withdrawals, URF combines technical intelligence with a customer-first focus, ensuring every financial process runs smoothly and efficiently.
Whether you’re an entrepreneur, freelancer, or individual seeking control over your finances, URF is your go-to partner.
Thank you, UNIQUE and team, for setting new standards of excellence in the financial sector.”
“Avoid at all cost. Constant bombardment of emails and bullying tactics and messing peoples credit files up. Having been a customer for 10+ years left me with no alternative than to switch suppliers.”
“I meant to give you 5stars for the help you gave me today jay I pushed the wrong one instead you were more than helpful today I hope if I ever have to ring again it will be you jay thankyou for being so helpful and understanding mrs Rita Ball 5stars”
“Absolutely shocking. Confirmed my new contract on 8th July. It’s now mid November. Guess what. No new contract.
I’m also being charged more than before for the privilege.
They won’t look into the over charging. Let alone the new contract being sorted.”
“Today I went onto my Octopus account to arrange them to take over the supply of services at my new property when I move in on 28th November, that request was cocked up as they only requested to take over electricity and provided the wrong date prior to my ownership which caused the request to be rejected.
Despite calling customer services to identify their errors and insisting they get it sorted I have now received an email asking for a photograph of the Electricity meter in the house I won’t own or occupy until the 28th. This was what I have been asked .. Your current supplier has let us know they've cancelled your electricity switch because they suspect we have the details for the wrong meter. This isn't unusual, but we can typically clear it up fairly quickly.
Incredibly they (Octopus) are my current supplier
The unbelievable ineptitude and stupidity is mind blowing and I can’t recommend anyone use October.
Mistakes followed by mistakes
Time for me to move to another supplier.”
“Absolutely abysmal customer Service!!! Octopus customer service STINKS!
I have had a problem with Octopus Intelligent Go since I joined it a month ago. They promise me a call back and DON'T BOTHER! I have waited 8 times now for a callback and when you ring and ask why they haven't called you they put you on hold and leave the call running to make you give up! Why? Because there is no-one in Octopus 'intelligent' enough!
I am reporting them to OFGEM!”
“If you plan to export electricity, I strongly recommend avoiding Octopus Energy.
I have exported over 7 MWh of electricity this year. Octopus replaced my electricity meter (they claimed it was required to resolve a gas meter issue) and immediately after the meter change, my export readings dropped dramatically. For example, in one month I exported 1,039 kWh, but Octopus only recorded 67 kWh.
I provided clear evidence from both Tesla Powerwall and Enphase for just two months, which independently match each other:
Actual Export (from inverter):
• June: 1,136.8 kWh
• July: 1,039.3 kWh
Export Octopus credited:
• June: 582.83 kWh
• July: 67.24 kWh
This is a large, measurable underpayment. However, Octopus is only offering £160, which is significantly less than what should be paid at the agreed export tariff.
They are extremely quick to chase customers when they are owed money, but when the situation is reversed the response is slow, dismissive, and the support team does not seem to understand how battery export systems work.
If you have a solar and battery system exporting to the grid, be very cautious”
“Dear Octopus, Many thanks for efforts , especially Carys ,for enabling us to transfer the provision of services to Octopus. All activities have been conducted in a professional and caring manner. It has been a delight and we look forward to a long and mutually rewarding association. Carys thank you. Angela and Maurice Bingham”
“Octopus are seriously going down hill, left them for another provider who is cheaper, like with many customers who have changed they keep the credit balance for weeks, no doubt gaining interest. Finally had to get the Ombudsman involved as still waiting after nearly 10 weeks!”
“Grace (I think it was Grace) was attentive on the phone and assured me that I would get an answer to my question that day, which I did! BUT I had to guess what she was telling me. It was a message confirming my bank details and an a/c no. So, was this telling me that my new account for FIT payments is active? If so, why couldn’t you say so? So, how does it work and do you need meter readings??”
“They are useles company ji pay my bill.the same i get it then
7to 10 later i get text i have not paid my bill.every month i get they are most incompetent company i have had some time i get 2 bill for same month diffent price dont ue them.hopless lot”
“Horrendous company , firstly not a bit interested in keeping a long standing customer which is fine , so switched after giving meter readings on the app on the day of switch being £195 in credit to a very long final bill to then being £185 in credit to then a few days later being £110 in credit. Please explain where £85 adrift has come from????? Customer service a joke! I have all photographs to prove this but now have to wait a week to get a call back from raising a complaint???? Company is a robbing no care laughing joke! Glad to of left them if that’s how they treat people!”
