“EXTREME CAUTION!!! Octopus Energy dramatically over estimated heat loss when doing my home's Air Source Heat Pump (ASHP) survey. Their survey and subsequent system could have cost me ALOT of wasted money!!!
I purchased an Air Source Heat Pump (ASHP) survey from Octopus in December 2025. I really wanted to use them as my installer/provider for a ASHP but there heat loss estimates were likely to be extremely incorrect!
Octopus surveyed my house and stated my heat loss was 13600 watts and that I needed a 15kwh heat pump. They then changed the estimate to 12252 watts heat loss.
However an alternative provider stated that was unrealistic and calculated my home's heat loss at c. 8500 watts ang therefore I only needed a 8kwh heat pump.
Octopus' survey is extremely concerning as I understand an overestimated heat loss calculation will result in an inefficient (and costly) oversized heat pump unit! My understanding is that an oversized unit reaches setpoint quickly, then turns off and on frequently. This reduces efficiency, increases wear on compressors and contactors, and can dramatically shorten the unit's lifespan as well as increasing electricity bills (something that would benefit Octopus).
CAUTION: my understanding is that Octopus' heat loss estimates are often seen as high or conservative; potentially leading to oversized heat pumps, because they use STANDARD survey methods (MCS) and make cautious assumptions about factors like air leakage, required room temperatures, and radiator performance.
My house is extremely efficient with my extension being built to 2016 regs, all rooms having underfloor insulation, efficient modern double glazing and even draft excluders on interior doors!
Octopus Energy's surveying approach could result in you wasting £1000s!!!!!!
Account: A-A4F213AC”
“Amaan was extremely helpful today. Recognised my problem offered to put in place a course of action to correct problem with smart meter. As always the customer service personnel are extremely professional, helpful and polite and friendly. Well done and a Merry Christmas to you all.”
“They always make me happy because the customer services assistants are always polite friendly and go out their way to help me. They provide good advice and ways to help with vulnerable situations, they are a real asset to the company. I think my last call was with a lady from Birmingham who went out her way to listen carefully and show real understanding of my personal situation. For me the best energy company by far for a very long time.”
“What can I say, Joy left me speechless after helping my me with my Autistic sons account.
Talk about listening to you. The first agent i spoke to was also very good and did everything he could to assist us.
Best customer service experience ive had in years, they listened, put in place what was needed and most importantly followed through to a conclusion.”
“The young lady was very happy to fix my problem very polite and courteous she was very patient as I am a 75 year old pensioner but she made it so simple and got through on the phone in a couple o minutes highly recommended,”
“Tayla from Octopus responded to my email query in less than 30 minutes and quickly helped me to switch 2 accounts to a better tariff.
Thank you Tayla and thank you Octopus. Excellent customer service!”
