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When someone dies, notifying Shell Energy is one of the key tasks for the executor or next of kin. This guide explains exactly who to contact, what to say, what documents you will need, and how long Shell Energy takes to process a bereavement notification.
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Shell Energy Retail transferred all residential gas and electricity customers to Octopus Energy in 2023. Shell Energy broadband and phone customers moved to TalkTalk in 2023. If the deceased had a Shell Energy energy account, contact Octopus Energy on 0808 164 1088. If they had Shell Energy broadband, contact TalkTalk on 0345 172 0038.
For older estates where the account was active before the transfer, the receiving supplier (Octopus or TalkTalk) will have the account records. Contact them directly with the death certificate and any account correspondence.
The receiving supplier will need a certified copy of the death certificate and the original account number from any Shell Energy bill or correspondence. A meter reading at or close to the date of death helps produce an accurate final bill.
Have multiple certified copies of the death certificate ready. Banks and financial institutions each require an original or certified copy — you cannot usually pass a single copy between organisations. See our guide to how many death certificates you need.
Shell Energy typically takes 1–3 weeks to process a bereavement notification once all required documents have been received.
During this period, accounts or services will typically be frozen until the estate is administered. This means no new transactions can be authorised.
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Once Shell Energy receives your notification and confirms receipt, the account or service will be frozen and no new transactions will be authorised. Estate administration can then begin.
Shell Energy will generate a final bill based on the last meter reading. Any direct debit will be cancelled, and any credit on the account will be refunded to the estate. If the account is in debit, the outstanding balance becomes a debt of the estate.
Do not delay notifying Shell Energy
Direct debits and standing orders may continue to be charged after death. Some organisations treat the estate as the debtor for any charges incurred before notification. Notifying Shell Energy promptly protects the estate from unnecessary costs.
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