Shell Energy

Shell Energy is now owned by Octopus Energy. If you're a Shell Energy customer, your account will be migrated in 'the next few months'
Sarah IngramsPrincipal researcher & writer
Shell Energy logo

You can't switch to Shell Energy because it's not offering new tariffs. It has been owned by Octopus Energy since December 2023. 

Octopus Energy bought its domestic energy supply business and broadband customers from Shell Group.

If you're among Shell Energy's 1.3 million customers, it will contact you to tell you what happens next. But in the short term, you'll still be looked after by Shell Energy's customer service teams.

If you're looking for a fixed deal, use our free tool to compare energy prices.

What the buyout means for Shell Energy customers

Octopus Energy will get in touch when your account is due to be migrated. It says this will be in the 'next few months'. Until then, here's what you need to know:

  • Your gas and electricity supply won't be affected.
  • Any credit in your Shell Energy account will be moved to your new Octopus account
  • you don't need to cancel your direct debit - this will transfer to Octopus automatically when your account moves
  • if you're on a fixed deal with Shell Energy, you'll pay the same rates with Octopus until the end of your tariff
  • if you get the Warm Home Discount, your payments will continue as usual.

In the meantime, read on to find out how Shell Energy performed as a power provider.

Shell Energy score

We combine the results of our customer survey with an in-depth assessment of companies’ behind-the-scenes practices and policies to give you a overall view.

The table below shows our score breakdown for Shell Energy. Take a look at Octopus Energy's scores as customers will soon be moved there.

Total score63%
Customer survey score54%
Which? assessment score72%

Here's how Shell Energy's customer and policy assessments break down:

Customer survey score54%
Customer service overall
Accessibility (being able to engage with your firm how you want or need to)
Quality of communications about energy costs
Accuracy of payments
Clarity of statements
Value for money
Which? assessment score72%

 Based on a survey of 499 Shell Energy customers carried out in October 2023, and a Which? energy company request for information and desk research in October 2023.

Find out how Shell Energy compares with other energy companies – click to see our full results of the best and worst energy companies.

Shell Energy customer review

Shell Energy is ranked close to the bottom of our results table of 16 energy companies rated by 9,025 members of the public in the annual Which? customer survey. 

It ranked jointly with Ovo Energy. Only Boost and Scottish Power ranked beneath it (jointly).

Shell Energy's customer ratings were three stars across the board, apart from value for money where its rating was a very poor one star.

One unhappy customer said: 'I didn't choose to be their customer and don't particular enjoy their service'.

Another expressed mixed feelings: 'They have not impressed me as a customer but have provided a constant supply'.

Which? verdict on Shell Energy

Pros: The highest score for customer service in our assessment of suppliers' practices

Cons: Ranks poorly overall in our customer survey

Our Shell Energy supplier assessment

In October 2023 we looked at four aspects of suppliers' business practices and procedures: 

  • customer service – including how and when you can get in touch, and the quality of self-service help online
  • how well they deal with complaints – how many complaints suppliers get and how quickly they resolve them
  • supporting customers who need it – including web accessibility, those in vulnerable situations, in financial difficulty, who use prepayment meters,  and those who need materials in languages besides English 
  • smart meter targets performance in 2022 (the most recent).

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

Shell Energy ranked second-highest in this assessment, joint with Ecotricity, Co-Op Energy and Octopus Energy.

It scored the most points for its customer service set-up. But its record on handling complaints was among the weakest. 

Shell Energy Helpfund

The Shell Energy Helpfund is a £20m fund to help customers who need financial support to the end of 2024. Support includes:

  • clearing debt for those behind with energy bills
  • free boiler repairs for those who need help with them. 

Does Shell Energy support prepayment meters?

Yes, Shell Energy can support customers both with traditional prepayment meters and smart prepayment meters. But it's not taking on new customers at the moment while its existing ones are moved to Octopus Energy

Find out whether Octopus Energy supports prepayment meters.

Here's what existing Shell Energy customers need to know:

  • Traditional prepayment meter customers can top up at at PayPoint outlets. 
  • Smart meter customers can also top up by phone, online or via the Shell Energy Top Up app.
  • Emergency credit of £10 per fuel is available if you can't top up. You'll pay this back next time you put money on your meters.
  • Friendly credit hours are from 8pm to 9am weekdays and all day at the weekend and bank holidays. This means that your supply won't be cut off if you run out of credit during these periods. Many firms have longer friendly credit hours.

Find out whether a prepayment energy meter is right for you.

Does Shell Energy sell renewable energy?

All of the electricity Shell Energy supplies to customers is renewable but it doesn't generate renewable power itself, nor buy it directly from generators. Instead it buys REGO certificates to match the power.

Proportion of renewable electricity sold to customersGenerates renewable electricity?Buys renewable electricity directly from generators (with subsidies)?Buys renewable electricity directly from generators without subsidies?Generates or buys power directly from fossil fuels?Sells green gas?
100%NoNoNoNoNo

Proportion of renewable electricity according to Shell Energy’s 2022/23 fuel mix. Other responses based on information provided by suppliers in August 2023.

In August 2023, we asked energy companies for information on a range of sustainability criteria. We awarded them points based on their responses as well as information published on their websites, including the annual Fuel Mix Disclosure (FMD). Aspects we scored included how much of the electricity they supply is renewable and whether they generate renewable energy or buy it directly from generators. 

It told us that it invests £1 per customer in carbon credits from projects that protect nature and restore the environment.

When we compared energy companies on their green credentials in November 2023, Shell Energy scored 20%. This places it towards the bottom of our table of the 17 companies we rated.

Find out more about the differences between energy companies’ renewable electricity and how Shell Energy compares to others.