What is Octopus Energy's unique approach to customer support?

Octopus Energy has a team of 8 qualified social workers who provide personalized assistance to customers facing a variety of challenges, from financial difficulties to domestic abuse.

How does the Octopus Energy social work team help vulnerable customers?

The social workers provide support over the phone, via email, and even in person, helping customers access resources, benefits, and emotional support to address the root causes of their problems.

Why did Octopus Energy decide to embed social workers within their organization?

Octopus founder and CEO Greg Jackson, who experienced financial hardship growing up, recognized the need to truly "do right by the customer" and ensure no one falls through the cracks, leading to the creation of this innovative social work program.

Home / Business and Economy / Octopus Energy's Secret Superheroes: Social Workers Helping Vulnerable Customers

Octopus Energy's Secret Superheroes: Social Workers Helping Vulnerable Customers

14 Nov

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Summary

Octopus Energy has a team of 8 social workers to assist customers in crisis
They provide help over the phone, via email, and even in person
The team supports customers struggling with issues like domestic abuse, job loss, and mental health

Octopus Energy's Secret Superheroes: Social Workers Helping Vulnerable Customers

As of November 14th, 2025, Octopus Energy, a major UK energy provider, has a team of 8 social workers dedicated to supporting their nearly 8 million customers across the country. Led by Katie Orme, this specialized team is on hand to provide assistance over the phone, via email, and even in person to those facing a variety of challenges.

The Octopus social workers are fully qualified and registered professionals who handle a wide range of issues. They may help customers navigate financial difficulties, connect them with benefits and other resources, or provide emotional support for those dealing with domestic abuse, job loss, or mental health struggles. The team recognizes that an unpaid bill is often a symptom of deeper problems, and they work to address the root causes.