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Ofgem has appointed Octopus Energy to take on supplying Avro Energy’s approximately 580,000 domestic customers. This follows a competitive process run by Ofgem to get the best deal possible for customers.

Outstanding credit balances, including money owed to both existing and former domestic customers of Avro Energy will also be honoured. Domestic customers will also be protected by the energy price cap with their new supplier.

For existing Avro Energy customers, energy supplies will continue as normal as they switch over to Octopus Energy on 26 September 2021.

Customers of Avro Energy 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, yesterday said:

“I am pleased to announce we have appointed Octopus Energy for the customers of Avro Energy. 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.

“Your energy supply will not be interrupted. 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.”

Avro Energy customers can contact Octopus Energy on:

• www.octopus.energy/avro 
• avro@octopus.energy

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.

Notes to Editors

• Avro Energy’s customers will be supplied by Octopus Energy as of 26 September 2021. Accounts will be fully set up in due course. Octopus Energy will be in touch with customers in the coming days.
• Any questions Avro Energy customers have should be directed to www.octopus.energy/avro and avro@octopus.energy
• Octopus Energy will honour the credit balances of current and former domestic customers of the failed supplier.
• Ofgem sets the level of the price cap, which protects customers on default as well as deemed tariffs, twice per year based on the latest estimated costs of supplying 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.
• 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.
• Octopus Energy will be in touch with customers with direct debits to explain how to set up their account. Customers are advised not to cancel their direct debits as their new supplier will aim to transfer these.
• More information for Avro Energy customers can be found on the Ofgem website.

Further information

For media, contact

Paul O’Brien

Media out of hours mobile: 0792 882 9894 (media calls only)

General enquiries (non-media)

If you are an energy customer looking for help and advice, including complaints about energy firms, please see our Household gas and electricity guide. Citizens Advice also provide a free, impartial helpline service across a range of issues on 0808 223 1133.

We also regularly share news and post general advice to help consumers get the most out of their energy services via our @Ofgem twitter and Facebook pages. If you have an enquiry or complaint relating to Ofgem’s policies or functions, contact us at consumeraffairs@ofgem.gov.uk or on 020 7901 7295.

For all other non-media related enquiries, please visit our Contact us page.

About Ofgem

Ofgem is Britain’s independent energy regulator. Our role is to protect consumers now and in the future by working to deliver a greener, fairer energy system. We do this by:

• Working with Government, industry and consumer groups to deliver a net zero economy at the lowest cost to consumers.
• Stamping out sharp and bad practice, ensuring fair treatment for all consumers, especially the vulnerable.
• Enabling competition and innovation, which drives down prices and results in new products and services for consumers.

For facts, figures and information about Ofgem’s work, see Energy facts and figures or visit the Ofgem Data Portal.

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