Avro Energy Limited in administration (“the Company”)
On 26 September 2021 Ofgem transferred the Company’s customers to Octopus Energy Limited as part of the Supplier of Last Resort (“SoLR”) regulated process. Energy supplies have remained secure throughout this process, with Octopus Energy Limited supplying energy to all customers from this date. The Company ceased supply of energy from 26 September 2021.
Following completion of the Ofgem regulatory process, on 29 September 2021 Mike Thomas Denny, Mark Granville Firmin and Paul Lewis Berkovi of Alvarez & Marsal Europe LLP were appointed as Joint Administrators to the Company
Support and advice is available on the Ofgem website for both domestic customers and non-domestic customers. Alternatively, if customers need additional support in England and Wales, they can call Citizens Advice on 0808 223 1133 or email them via their webform. In Scotland, they can contact Advice Direct Scotland on 0808 196 8660 or email them via their webform. Advice will also be shared on Ofgem’s twitter @ofgem and facebook channels.
A message to customers:
All customers have now transferred to Octopus under Office of Gas and Electricity Markets (“Ofgem”) Supplier of Last Resort (“SoLR”) process and the Company’s operations and IT systems have been wound down.
Queries relating to credit balances, or ongoing energy supply
All customer queries regarding final statements, ongoing supply, or outstanding credit balances should be directed to Octopus on firstname.lastname@example.org.
Queries relating to closed accounts
If you switched away from the Company prior to 26 September 2021, we have appointed collections agent, Credit Style Limited (“Credit Style”) to collect the Company’s closed debtor book.
All customer queries regarding closed accounts in a debit position should be directed to Credit Style directly via the webform at https://www.creditstyle.co.uk/contact-us/, including your full Avro account number as your Credit Style reference (e.g., AVRXXXXXXX).
Please note we have been made aware of issues regarding Credit Style’s responsiveness to customer queries. We apologise for any difficulties that this has caused. We have formally raised this issue with Credit Style and requested that they reduce their customer response time as a matter of high priority. Credit Style have confirmed to us that they will work through all queries before any further customer communications are issued to avoid further delays.
Please be assured that the collection of your debt will not be escalated until your query has been reviewed, and responded to, by Credit Style.
Frequently Asked Questions
1. As a customer what do I need to do?
You do not need to do anything at this point other than take your meter readings as at 26 September 2021 (or as close as possible) and submit to Avro Energy Limited in administration in the normal way.
Your energy supply has been transferred to Octopus Energy Limited as at 26 September 2021. They will be in contact with you in due course to set up a new account. In the meantime, your energy supply is secured and will not be affected.
2. Should I take a meter reading?
Yes. Please take your meter readings as at 26 September 2021 (or as close as possible) and submit to Avro Energy Limited in administration in the normal way.
3. What happens if I have a debit balance?
Do not worry, the Company in administration will be in contact with you in due course with a final bill which will include all outstanding amounts.
4. What happens if I have a credit balance?
Do not worry, all overpayments will be transferred to your new energy supplier who will be in contact with you in due course.
5. What will happen to my Direct Debit?
You do not need to make any amendments or take steps to cancel your direct debits at this point in time. The Company in administration will be in contact with you regarding a final bill which will cover the period up to the point of the supplier switch. Any energy used after this point will be billed by your new energy supplier, Octopus Energy Limited.
6. What will happen if I’m already in the process of switching supplier?
If you are in the process of switching suppliers, it would be expected that all switches will go ahead as expected (which would generally be subject to industry rejections and/or customer action (i.e. cooling off period)). Please contact your new supplier if you have any queries.
7. What happens if I have already switched supplier?
If you have already switched supplier, you do not need to do anything. The Company in administration will be in touch regarding any outstanding amounts owed in the form of a final bill. If your account is paid up to the date of your departure, you will not need to take any further action.
8. What happens if I’m moving to a new house?
If you are about to move to a new house, then Octopus Energy Limited will now be managing your energy supply. They will be in contact with you in due course and you will need to notify them regarding a change of address. If your move out date was before Avro Energy Limited in administration went into administration, assuming you notified the Company in administration of your move, they will be contacting you with a final bill in due course.
9. What tariff will I be on with Octopus Energy Limited?
Please contact your new energy supplier who will be able to explain your new tariff. Octopus Energy Limited email@example.com.
10. Who can I contact for additional information?
If you need any information regarding your energy supply, you will need to contact your new energy
supplier, Octopus Energy Limited firstname.lastname@example.org.
If you have a query relating to your outstanding account with Avro Energy Limited, then don’t worry
we will be in touch in due course.
11. What do I do if there is something wrong with my gas or power supply?
If there is something wrong with your gas or power supply you need to contact your new energy supplier, Octopus Energy Limited – Email email@example.com.
12. What do I do if there is a power cut?
If you have a power cut, please dial 105 from anywhere in the country to be put you through to your local power distributor.
If your power distributor is unable to assist you, please visit Octopus Energy website: https://octopus.energy/blog/power-cut/
13. Will my gas or power supply be cut-off?
No. Your energy supply will not be cut off and has now been transferred to Octopus Energy Limited. Your new supplier will be in touch with you in due course and the Company in administration will be in contact regarding a final bill.
14. What will happen if I can’t pay my bill?
If you have outstanding amounts on your account, you will be contacted in due course by the Company in administration with a final bill that will include all outstanding amounts up to the date of switching supplier. At this point you will be able to speak to someone about methods of payment. All energy used after the date of switching will be billed by your new energy supplier, Octopus Energy Limited. Any questions about future billing can be answered by Octopus Energy Limited – Email firstname.lastname@example.org.