Energy Ombudsman

Neo/Northumbria Energy: Advice for consumers and update on complaints

  • Published Dec 04, 2022
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A copy of an email/letter that we have sent to consumers who had a complaint about Neo Energy and Northumbria Energy open with us at the time UKEIH ceased trading on 11th July 2022.

Dear Consumers,

We hope you’re well. We’re writing to you about your complaint regarding Neo Energy and Northumbria Energy (UK Energy Incubator Hub):

Octopus Energy has been appointed by energy regulator Ofgem as the new supplier to Neo Energy and Northumbia Energy customers.

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

Octopus Energy started migrating affected customers to their service from 9 July 2022. If you were still a customer when these suppliers ceased trading on 9 July 2022, Octopus Energy have explained they will be in contact soon.


As these suppliers have ceased trading, they won’t be able to carry out any resolution we may have required in response to your complaint. As we’re unable to take further action, we unfortunately have to close your case. We appreciate that this will be frustrating and we’re sorry that we’re unable to continue providing support in resolving your dispute.

Although Octopus Energy are not responsible for the implementation of any remedies we may have issued for these suppliers, they will have explained they will review your issue and advise of any actions they may be able to take.

Neo Energy/Northumbria Energy and Octopus Energy

Octopus Energy have advised that customers who were with Neo Energy at the time the supplier ceased trading should:

  • record a meter reading; and
  • not switch suppliers before the transfer is completed.

Domestic customers of Neo Energy can be assured that any outstanding credit balances will be honoured. Customers can also switch away from Octopus Energy without being charged exit fees once transferred to their supplier. If you are transferred to Octopus Energy’s service through this process and have any queries or concerns about the way they have taken over your energy supply, you should contact them in the first instance.

Further Information: Statement from Octopus Energy on UK Energy Incubator Hub

Although Octopus Energy isn’t responsible for any complaints you had about Neo Energy, those transferring to Octopus Energy do have the right to contact them to discuss any unresolved issues you may have (i.e. meter issue, etc) or to complain if you’re unhappy with any aspect of the service Octopus Energy provides. If any new complaint to Octopus Energy is unresolved after eight weeks, or a full and final position is issued, it can be escalated to the Energy Ombudsman.

Once again, we apologise that we’re unable to take any further action on your complaint about Neo Energy or Northumbria Energy.

Kind regards,
The Energy Ombudsman

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