Ofgem appoints Octopus Energy to take on customers of UK Energy Incubator Hub (UKEIH) 

Press release

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Supply and Retail Market

Ofgem has appointed Octopus Energy to take on supplying UKEIH’s 3000 domestic customers. This follows a competitive process run by Ofgem to get the best deal possible for customers. 

Funds that current and former domestic customers of the supplier have paid into their accounts will be protected, where they are in credit. Domestic customers will also be protected by the energy price cap with their new supplier.  

For existing UKEIH customers, energy supplies will continue as normal after they were switched over to Octopus Energy on 9 July 2022.  

Customers of UKEIH will be contacted over the coming days about the changes. If customers wish to switch supplier, they can shop around but are advised to wait until the transfer has been completed. Customers will not be charged exit fees if they decide to switch to another supplier. 

Neil Lawrence, Ofgem’s Director of Retail, said:  
“I am pleased to announce we have appointed Octopus Energy for the customers of UKEIH. We understand that this news may be unsettling for customers, however they do not need to worry. Their energy supply will continue as normal, and customer credit balances will be honoured.  

“Octopus Energy will be in contact with customers over the coming days with further information. Once the transfer has been completed, customers can shop around for a better deal if they wish to.”  

Last week, UKEIH were served with a Final Order in relation to the ongoing fit and proper requirement. 
Ofgem firm on upholding rigorous company standards on behalf of energy customers | Ofgem 
UK Energy Incubator HUB Ltd: Notice of Proposal to make a Final Order | Ofgem 

Notes to editors 

  • UK Energy Incubator Hub (UKEIH) customers are being supplied by Octopus Energy as of 9 July. Accounts will be fully set up in due course. Octopus Energy will be in touch with customers in the coming days. 
  • Octopus Energy has been appointed to take over the former customers of UKEIH under Ofgem's Supplier of Last Resort process.
  • Any questions UKEIH customers have should be directed to https://octopus.energy 
  • Funds that current and former domestic customers of UKEIH have paid into their accounts will be protected, where they are in credit. 
  • Ofgem sets the level of the price cap, which protects customers on default as well as deemed tariffs, based on the latest estimated costs of supplying energy.  
  •  Current and former customers who owe money, or are in debit to UKEIH, should wait to hear from Octopus Energy or their outgoing supplier’s administrators. 
  • Octopus Energy will be in touch with customers with direct debits to explain how to set up their account. 
  • Customers can find support and advice on the Ofgem website, facebook and twitter feed, @ofgem. Alternatively, if they need extra help, in England and Wales they can contact Citizens Advice on 0808 223 1133 or email them via webform, in Scotland they can contact Advice Direct Scotland on 0808 196 8660 or use their online webchat. 
  • More information for UKEIH customers can be found on the Ofgem website.

In an emergency situation: 

  • If you have a power cut, please contact 105 to be put through to your local power distributor. 
  • If you think you can smell gas or have a gas leak, please contact the 24-hour National Gas Emergency hotline on 0800 111 999.