We have appointed Octopus Energy to take on the 580,000 domestic customers of Avro Energy, which is ceasing to trade.
This appointment will take effect on 26 September 2021.
This guide will answer some of your questions on what happens now.
Your supply
Avro Energy customers will be transferred to a new contract with Octopus Energy from 26 September 2021. Octopus Energy will then contact all customers to explain what happens next.
If you haven't heard from them within a few days, please get in contact using the details below.
They have put you on a deemed tariff rate and will now contact all ex-Avro Energy customers to let them know personalised tariff information, which is protected under the energy price cap.
You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.
Our advice is not to switch immediately, but wait until Octopus Energy has been in touch with you. They will contact you with personalised information about your tariff.
Your account will be fully set up with them in the coming weeks or months. Octopus Energy will contact you at this point to confirm once this has happened.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another Octopus Energy tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way for any credit balances domestic customers had with Avro Energy to be honoured by Octopus Energy.
Octopus Energy will honour domestic credit balances for both current and past customers of Avro Energy who are owed money.
Octopus Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time as Octopus Energy needs to receive and review records from Avro Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply by Avro Energy.
Current and former customers who owe money, or are in debit to Avro Energy should wait to hear from Octopus Energy or Avro Energy’s administrators who will talk to them about repayment arrangements.
If you have switched and owed Avro Energy money, including if you were paying this money back, the administrators or Octopus Energy will be in contact with you to discuss repayment arrangements.
Octopus Energy will honour credit balances for both current and past customers of Avro Energy who are owed money.
Octopus Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time. When calculating your credit balance, Octopus Energy will deduct any unbilled charges for your supply by Avro Energy.
No. Octopus Energy will not pay this compensation. You should contact Avro Energy’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.
If you think your complaint is still ongoing, then once Octopus Energy contact you, please discuss with them how the issue can be resolved.
Payments through direct debit
You don’t need to cancel your direct debit, but can if you wish to. Octopus Energy will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit.
You don't need to worry if you’ve already cancelled your direct debit. Octopus Energy will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Avro Energy.
Smart meters
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately, customers with older smart meter models may see a loss of smart functionality, but their supplies will continue uninterrupted. Octopus Energy will upgrade these older meters for any customers who request it. Once the transfer to Octopus Energy is complete, they will take steps to restore smart functionality.
Government and social schemes
If you had a Smart Export Guarantee (SEG) tariff with the failed supplier, once we've appointed a new supplier you will need to agree a new SEG tariff for your exported electricity to continue to receive SEG payments. You may need to find another SEG supplier if the new supplier is not a SEG licensee.
New SEG licensees are only obliged to make payments for exported electricity when a new SEG contract starts.
Octopus Energy is not required to take on any unresolved complaints relating to Avro Energy.
However, if you believe your complaint is still ongoing, once Octopus Energy contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.
Enquiries
Octopus Energy will contact Avro Energy customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the Octopus Energy customer contact team.