Email Templates

Subject: Welcome to Octopus Energy! 🐙 Hi [Customer Name], Welcome to Octopus Energy! We're thrilled to have you on board. Your switch is now complete and you're officially part of the Octopus family. Here's what you need to know: • Your account number is: [Account Number] • You can manage everything through your online account or our app • We'll be in touch about installing your smart meter if you don't have one yet If you have any questions, just hit reply to this email or give us a call. We're here to help! Looking forward to powering your home, [Your Name] Octopus Energy Customer Team

Subject: Re: Your Query Hi [Customer Name], Thanks for getting in touch! [Specific answer to their question] Is there anything else I can help you with today? Best wishes, [Your Name] Octopus Energy

Subject: Understanding Your Bill Hi [Customer Name], I can see why your recent bill might look different - let me break it down for you: • Previous balance: £[X] • Usage from [date] to [date]: £[Y] • Payments received: £[Z] • Current balance: £[Total] [Additional explanation if needed] Your next payment of £[amount] will be taken on [date]. Let me know if you'd like me to explain anything else! Best, [Your Name]

Subject: Your Direct Debit Has Been Updated Hi [Customer Name], Just confirming that we've updated your Direct Debit as requested. New payment amount: £[X] per month First payment date: [Date] You'll receive a confirmation letter within 10 working days. If anything looks wrong, let me know straight away. Cheers, [Your Name]

Subject: Your Refund is On Its Way Hi [Customer Name], Good news! Your refund of £[amount] has been processed today. It should reach your bank account within 3-5 working days. The reference will show as "OCTOPUS ENERGY". If you don't see it after 5 working days, please get back in touch. All the best, [Your Name]

Subject: Quick Meter Reading Needed Hi [Customer Name], Could you send us a meter reading when you get a moment? This will help us make sure your bills are accurate. You can: • Submit it through your online account • Use our app • Reply to this email with the numbers Here's a quick guide: [Link to reading guide] Thanks! [Your Name]

Subject: Your Smart Meter Installation - [Date] Hi [Customer Name], Your smart meter installation is booked for: Date: [Date] Time: [Time slot] Engineer: Will call 30 mins before arrival What to expect: • Installation takes 1-2 hours • You'll need to be home • We'll need access to your meter • There'll be a short power interruption Need to reschedule? Just let me know! See you soon, [Your Name]

Subject: We're Looking Into This for You Hi [Customer Name], I'm really sorry to hear about [issue]. That's not the experience we want you to have. I've logged your complaint (reference: [REF]) and I'm personally looking into this. I'll get back to you with an update within 48 hours. In the meantime, if you need anything urgently, just reply to this email. Thanks for your patience, [Your Name] Customer Team Lead

Subject: Resolution for Complaint [REF] Hi [Customer Name], Thank you for your patience while we looked into this. Here's what we've done: [Explain resolution steps] To make up for the inconvenience, we've also: [Goodwill gesture if applicable] I hope this resolves everything, but if you're still not happy, please let me know and I'll escalate this further. Best regards, [Your Name]

Subject: You're Now on the Priority Services Register Hi [Customer Name], You're now registered on our Priority Services Register. This means: • We'll contact you during power cuts • Extra support is available if you need it • We'll send bills in your preferred format • We can arrange password-protected visits If your circumstances change, please let us know so we can update your details. Take care, [Your Name]

Subject: We're Here to Help Hi [Customer Name], I understand things are tough right now. We have several options to help: • Payment plans tailored to your situation • Warm Home Discount scheme • Trust fund applications • Energy efficiency advice Let's set up a time to chat and find the best solution for you. When works best? We're here to support you, [Your Name]

Subject: Your Tariff Change is Complete Hi [Customer Name], Great news - you're now on [New Tariff]! Your new rates: • Unit rate: [X]p per kWh • Standing charge: [Y]p per day • [Additional rate info if applicable] This change is effective from [date]. You'll see it reflected on your next bill. Enjoy your new tariff! [Your Name]

Subject: Your Intelligent Octopus is Ready! Hi [Customer Name], You're all set up on Intelligent Octopus! 🚗⚡ Your car will now charge automatically at the cheapest times (as low as 7p/kWh), and it'll definitely be ready by your set departure time. Remember: • Just plug in when you get home • Set your departure time in the app • The system does the rest • Use "Boost" if you need immediate charging Happy (cheap) charging! [Your Name]

Subject: Your Final Bill & Next Steps Hi [Customer Name], Thanks for letting us know you're moving out on [date]. What happens next: 1. Take a final meter reading on your move-out date 2. We'll calculate your final bill 3. Any credit will be refunded within 10 days 4. Your account will close Want to take Octopus to your new place? We'd love to come with you! Just let me know the new address. Good luck with the move! [Your Name]

Subject: Welcome to Your New Home! Hi [Customer Name], Congratulations on the new place! We've set up your account for [address]: • Account number: [number] • We'll use the previous occupant's meter readings as your start point • Submit your first reading to ensure accuracy Starting tariff: [tariff details] Want to switch to a different tariff? Just let me know! Enjoy your new home, [Your Name]