No reply from Octopus on Great British Insulation Scheme

Spoonie_Turtle

markin said:

When has a government run programs ever been fast and painless?

This experience is housing association/local government rather than national government, but: after a 3½ year long bathroom saga with a cracked bathtub - we were overdue for refurbishment according to their records anyway, and needed a walk-in shower - when the bathtub finally completely broke and we could no longer use it at all (with no other bathing facilities, only a sink for a strip wash) turning it into an emergency case, it still took 12 weeks for it to be approved and work to start.

So basically yeah, I've always expected anything publicly funded to be painfully slow, and that experience really reinforced that!

As does Access to Work, the scheme which helps disabled people fund the equipment or other accommodations they need in order to *do their job*, regularly taking 12-16 weeks between application and assessment.

To the OP, I understand the length of time is frustrating.  I just add these examples for a bit of perspective to show that it's not just your application or even just this scheme that's taking a long time.

powerful_Rogue

Out of the blue just received an email from Octopus

Thank you for your application for support through the Great British Insulation Scheme. Your application has just progressed to the next step and we’ve passed your details over to one of our trusted installer partners.

 

They will contact you within 10 working days to discuss your application and conduct a home survey. 

 

Should you have any questions please feel free by replying to this email and we’ll get back to you as soon as possible.

 

Love and power,
Octopus Energy

dank_2

Unsurprisingly, it was more than 10 working days before an installer contacted me. They (Dyson Energy Services) called and asked what insulation I would like - I thought the purpose of the survey was for them to decide which would be best? 

Anyway, from application to them coming out to survey will be 16 weeks. No idea how long after that before work commences.

smallblueplanet

I forgot I'd done this too. I must have applied on the .Gov website as I have an email from them dated 22/09/23. It basically says:

"Hi,

Your details have been submitted to Octopus Energy.

What happens next?

We have sent your referral to the energy supplier you selected. They will contact you within 10 working days to confirm they have received your referral or to ask you for more information.

You do not need to create another referral at any point.

Once the energy supplier has confirmed they have received your referral, they will review your referral and determine whether your property is applicable for home improvements. They may ask you for more information. You will be notified of the outcome of the review process.

Properties that are applicable for home improvements must have a home survey completed. Your energy supplier will organise this with you.

Contacting the energy supplier about your referral after 10 working days

You can find contact details for the energy supplier if you need to contact them.

You do not need to contact the energy supplier unless it has been more than 10 working days since you submitted the referral and you have not yet received a confirmation email from them..."

I thought as I hadn't heard (plus I forgot about it for ages and just remembered it again now) it was some kind of scam! 

If I contact Octopus, does anyone have any idea what email address to try first? Thanks.

dank_2

smallblueplanet said:

If I contact Octopus, does anyone have any idea what email address to try first? Thanks.

The official email address is eco.enquiries@octoes.com. However, other than an automated reply saying they've received your email, you will never get a reply. Similarly, emailing hello@octopus.energy is pointless as they are unable to find out the status of an application.

The only way you are going to get an update is to go on X/Twitter and tag both @john_oes and @octopusenergy.

dank_2

How is everyone's application going? I finally had a survey done three weeks ago and we passed all the tests, but since then, nothing. Chased them up last week and waiting for someone to confirm when they'll do the work.

Chrysalis

Guessing they overwhelmed, they ran another scheme a year or so back and people were reporting similar experiences with that.

Chrysalis

powerful_Rogue said:

I've been chasing this with Octopus and got this response today.

Thanks for getting in touch.

You will be contacted if your application was successful.

If there is anything else please get in touch.

All the best,

If I had that reply I would be escalating, it should be "you will be contacted when we have made a decision".

Blanking people out who are not successful isnt professional, let them know.

Chrysalis

dank_2 said:

How is everyone's application going? I finally had a survey done three weeks ago and we passed all the tests, but since then, nothing. Chased them up last week and waiting for someone to confirm when they'll do the work.

Various people on facebook who havent had an initial contact from Octopus, automated reply from the gov uk website to say it was forwarded on to supplier but then nothing since.

https://www.ofgem.gov.uk/environmental-and-social-schemes/energy-company-obligation-eco/contacts-guidance-and-resources/eco-supplier-contact-details

powerful_Rogue

Chrysalis said:

powerful_Rogue said:

I've been chasing this with Octopus and got this response today.

Thanks for getting in touch.

You will be contacted if your application was successful.

If there is anything else please get in touch.

All the best,

If I had that reply I would be escalating, it should be "you will be contacted when we have made a decision".

Blanking people out who are not successful isnt professional, let them know.

I chased this up via email on te 8th January. Today I received a reply back saying:

Good Afternoon,

We are sorry that you have not yet heard from the Installer you have been allocated to, we have reached out to the Installer and asked that they contact you as soon as possible.

Many thanks,

Octopus Energy Eco Team