Octopus Energy and British Gas: North West Customer Satisfaction Compared
Octopus Energy has topped UK customer satisfaction surveys every quarter for the past four years, while British Gas remains the largest energy supplier in the North West by market share. For Lancashire and Greater Manchester households choosing between the two, the decision comes down to whether you prioritise innovative tariffs and digital-first service (Octopus) or an established presence with local engineers and traditional customer support (British Gas). On price, Octopus consistently offers more competitive tariffs, particularly for households with solar panels, batteries or electric vehicles.
With roughly 40% of North West households on either British Gas or Octopus Energy, these two suppliers shape the energy experience for millions of Lancashire and Manchester residents. Here is an honest comparison based on pricing data, customer reviews and service quality.
Pricing Comparison
Both suppliers offer the energy regulator-capped standard variable tariff, so their default rates are virtually identical. The differences emerge in their fixed deals and specialist tariffs:
Standard variable tariff: Both charge the energy price cap rates (around 24.5p/kWh electricity, 6.24p/kWh gas). No meaningful price difference if you are on a standard tariff with either supplier.
Fixed deals: Octopus typically offers fixed tariffs that are priced slightly below or at the price cap, while British Gas fixed deals have historically been priced at or slightly above the cap. The difference is usually small (1-3% of total bill) but adds up over a year.
Time-of-use tariffs: This is where Octopus pulls ahead significantly. Their range includes Octopus Go (cheap overnight electricity for EV owners), Octopus Agile (half-hourly variable pricing), and Intelligent Go (smart EV charging). British Gas offers Peaksave, a simpler time-of-use option, but with fewer features and less flexibility. For EV owners, battery storage users and solar panel owners in Lancashire, Octopus’s tariff range is clearly superior.
export tariff: Octopus offers some of the best export tariff rates in the market (up to 15p/kWh on their Agile Export tariff). British Gas’s export tariff rate has been lower (around 3-5p/kWh). For Lancashire homes with solar panels, this difference alone can mean £100-£200 per year in additional export income.
Customer Service
Customer satisfaction data from your local advisory service, the energy regulator and independent surveys consistently shows a significant gap:
Octopus Energy has been rated the top energy supplier for customer service by your local advisory service, Which?, and Trustpilot for multiple consecutive years. Their Trustpilot rating hovers around 4.7/5 with over 300,000 reviews. Customer feedback highlights fast response times, knowledgeable staff who can resolve issues on the first contact, and an excellent app and online account management system.
British Gas has improved its customer service in recent years after a difficult period during the energy crisis, but still lags behind Octopus in most surveys. Their Trustpilot rating is lower (around 3-3.5/5), with complaints typically focusing on billing errors, long wait times for phone support, and difficulties with smart meter installations. However, they have a large network of local engineers across the North West for in-person services like boiler repairs (via their HomeCare plans), which Octopus does not offer.
Technology and Innovation
Octopus Energy is widely regarded as the most technologically innovative UK energy supplier. Their Kraken technology platform (which they also license to other suppliers, including British Gas parent company Centrica for some international operations) powers their app, tariff management and smart grid services.
For tech-engaged Lancashire households, Octopus offers features like half-hourly consumption data in the app, automatic tariff optimisation suggestions, integration with smart home devices, and the ability to join demand-flexibility events (where you get paid for reducing electricity use during peak demand).
British Gas has invested in its app and digital services but trails Octopus in functionality and user experience. Their Hive smart home platform (thermostats, plugs, cameras) is a strong product that integrates well with their energy service, though it is a separate subscription.
Additional Services
British Gas advantages: HomeCare boiler and home insurance plans, in-home engineer visits for boiler repairs and servicing, a long-established presence with local depots across Lancashire, and Hive smart home products. If you want a one-stop shop for energy supply plus boiler maintenance, British Gas offers convenience.
Octopus advantages: Octopus Heat Pumps (installation service for heat pumps), Octopus Electric Vehicles (EV leasing), Octopus Solar and Storage (solar panel and battery installations), and Intelligent Octopus (smart EV charging optimisation). If you are investing in low-carbon technology, Octopus offers a more integrated ecosystem.
Which Is Better for Lancashire Households?
There is no single right answer – it depends on your priorities:
Choose Octopus if: You have an EV, solar panels or battery storage. You want the best customer service. You are comfortable managing your account digitally. You want innovative tariffs that reward flexibility. You want the best export rates for solar.
Choose British Gas if: You want boiler cover and engineer visits included with your energy supply. You prefer phone-based customer support with a familiar brand. You use Hive smart home products. You value local presence and in-person service.
Consider switching to Octopus if: You are currently on British Gas’s standard variable tariff and have never compared deals. The tariff and export tariff rates alone could save you £100-£300 per year. Switching takes about 10 minutes online and your supply is not interrupted.
Our guide to the best energy tariffs for North West households provides a broader comparison across all available suppliers.
Can I switch from British Gas to Octopus without disruption?
Yes. Switching energy supplier does not affect your physical gas or electricity supply. The switch takes about 5 working days. Your meter stays the same, your supply continues uninterrupted, and you simply start being billed by your new supplier. If you are in a fixed deal with British Gas, check for exit fees before switching.
What if my supplier goes bust?
Both Octopus and British Gas are large, financially stable companies and unlikely to go bust. If any supplier does fail, the energy regulator’s Supplier of Last Resort process transfers you to another supplier. Your supply continues, any credit is protected, and you are placed on the new supplier’s default tariff. You can then switch to any other supplier whenever you choose.
Does it matter which supplier I use for the export tariff?
Your export tariff provider does not have to be the same as your electricity supplier. You can have your main electricity supply with British Gas but your export tariff payments with Octopus (or any other export tariff licensee). This lets you take advantage of Octopus’s higher export rates without changing your main supply. Compare export tariff rates independently of your supply tariff.
