Q&A: Get to know 3 of Lubbock's new electric providers
Lubbock Power & Light customers who don't choose a retail electric provider before the Feb. 15 deadline will be assigned to one of three "default retail electric providers" (DREPs), which serve as a safety net to ensure each electric customer has continuous service during the switch to retail electric competition. If a customer does not choose a provider during the six-week shopping window (or in the event a chosen provider can no longer continue service), they will be assigned to a DREP until they choose a new provider.
The Lubbock Electric Utility Board and City Council chose Reliant Energy, TXU Energy and Octopus Energy as the DREPs in February based on a set of criteria, including market share, answers to a questionnaire, product offerings and more.
More: In milestone move, Lubbock City Council designates safety-net retail electric providers
“If any customer does not choose, they're going to land with very reputable companies, and they won't have to worry about their rates and scams and things like that,” LP&L Director Joel Ivy told the City Council during a February 2023 meeting. “So if they just choose not to choose, they're going to land in a very good spot.”
The Avalanche-Journal wanted to get to know the DREPs — which also happen to be three of the largest and most prominent electric providers in the state — so we asked each company a few questions. Their responses are printed below and may be edited for length and clarity (but not content).
A-J: Tell us about your company.
Reliant: Reliant is the electricity provider Texans trust, committed to powering and supporting people and communities for decades. Reliant has proudly served millions of homes and businesses since 2002, when areas of Texas first opened the electricity market to competition. At Reliant, we take pride in powering both people and communities. As one of Texas’ leading retail electricity providers, we’re committed to our customers and value the choice they’ve made to do business with us. Reliant is nationally recognized for exceptional customer service and experience — bringing innovative, smart energy solutions to consumers and redefining the typical electricity company.
TXU: We’ve served Texas since the competitive market first opened in 2001, and we’re grateful to the millions of customers who’ve chosen us and chosen to stay with us for decades. TXU Energy is a 5-star provider, which is the highest rating given out by the independent Public Utility Commission of Texas. Only a handful of companies earn this rating, and you can tie it directly to the experience our customers have with us.
Octopus: We’re Octopus Energy, a global energy company founded in 2016 with a simple mission: make energy affordable for all through technology and innovation. We realized legacy providers treated customers poorly and wanted to bring outrageously good customer service, transparency and simplicity to a complicated industry. Octopus launched in London as a start-up seven years ago and is now the largest energy provider there, with global operations in 15 countries. Texas is our US headquarters, and we are based in Houston.
A-J: What kinds of plans does your company offer? Residential, commercial, both?
Reliant: Reliant offers electricity to homes and businesses supported by an award-winning app and 24/7 customer service. Reliant offers fixed-rate plans and flexible month-to-month plans. Different options within those types of plans include time-of-use plans, which allow customers to save on electricity cost based on the time of day electricity is used, such as free nights, free weekends or free highest-use days.
TXU: We offer residential and business solutions, tailored to meet specific needs. Our plans are designed to provide bill relief based on how and when you use energy. When you sign up with TXU Energy, you also get our Price Protect Promise, which protects you from rising power prices throughout the year.
Octopus: We offer smart-energy plans in Texas for any budget because we believe good energy shouldn't cost the earth or your wallet. Our 100% transparent, fixed-rate plans are simple to understand and don't require you to jump through hoops just to get the lowest price possible. If you own a smart thermostat, an electric vehicle (EV), or have a home battery/solar, you can save even more with one of the cheapest energy rates in Lubbock when you connect your smart devices to our platform called “Intelligent Octopus.”
We think residential customers have been the most under-loved by providers in the industry and so we are focused on providing the best experience to residential customers. But if you are a commercial property and want Octopus to power your business, please contact us.
A-J: Will your company offer any incentives or special deals for new customers?
Reliant: Starting on January 5, Lubbock residents can sign up for a plan and learn about other offerings by visiting reliant.com/lubbock or calling 1-866-RELIANT. Residential customers can also sign up for updates from Reliant and learn about any available promotions.
TXU: Yes! You can enter for a chance to win free electricity for a year at txu.com/lubbock. We also offer plans that are perfect for Lubbock and you can’t find anywhere else, like TXU Energy Season Pass. You’ll get 50% off your energy charges all winter and summer long, which helps you save during the colder months and hot summers when you’re using more energy to stay comfortable at home.
Octopus: Octopus’ bottom line is about making energy cheaper and greener for our customers. We actively want to give our customers the cheapest rate possible and we’re always offering incentives for a better energy rate. If you connect a smart thermostat or your electric vehicle charger, you’ll get our cheapest fixed rate with incentives every single month you’re with us. All our plans include our 100% solar buyback feature so you can get paid market-beating prices to export power when the grid needs it most. For our Enphase battery customers, you’ll get $480 a year to connect your battery to Octopus. Don't forget to refer a friend with your referral link — you’ll both get $50 on us.
A-J: Will your company have a Lubbock office?
Reliant: In 2022, we celebrated the grand opening of Reliant’s Lubbock business office. Reliant has a local team in Lubbock, dedicated to serving the public and educating consumers about their new options. Reliant will have numerous locations throughout the city where customers can pay their bills. Additionally, customer service is available 24/7 via live phone support, online chat or on the Reliant app.
TXU: We’re looking forward to moving into our newest office location in Lubbock, and we’ll also be on hand at LP&L’s shopping fairs in January and February with team members dedicated to Lubbock — for both residents and business owners.
Octopus: Octopus Energy US is headquartered in Houston and will manage its Lubbock customers via the Houston office. We will be in Lubbock for the open house days and our support team is an easy toll-free call away. We are a technology-centric brand and have many tools to connect with us digitally for an award-winning customer experience. (This also helps us keep our costs and prices low.)
A-J: How does your company plan to serve and engage with the Lubbock community?
Reliant: At Reliant, we’re passionate about being a positive force in the communities we serve. Locally, Reliant is proud to be an active member of the Lubbock Chamber of Commerce for the past six years and is a Cornerstone Partner of the South Plains Food Bank. Reliant made a commitment to donate $50,000 to the South Plains Food Bank to support important programs like the Children’s Feeding Programs — providing snacks, meals and more to children and families in Lubbock and across West Texas. The contribution, $10,000 annually for five years, will fund 150,000 meals. We've also contributed $7,500 toward the U Can Share Food Drive, and our employees have volunteered at the food bank three times over the past two years. Reliant has also supported numerous organizations including food banks, schools, community events and a diverse set of causes, along with 342 employee volunteer hours.
Last year, Reliant announced a multi-year partnership with Texas Tech Athletics and the Texas Tech Alumni Association that supports Red Raider athletics, fans, alumni and the Lubbock community. The local pride and spirit of Red Raider Nation is infectious, and it’s been a joy to be part of it. This partnership supports Texas Tech football, baseball and men’s and women’s basketball. As a proud partner of Texas Tech Athletics, Reliant will continue to power fun gameday activities for fans and alumni at Raider Alley and Jones AT&T Stadium and United Supermarkets Arena.
TXU: Giving back to the communities we serve is extremely important to us as a company. Over the summer, we brought our Beat the Heat program to Lubbock, partnering with Love the Hub to distribute fans and A/C units to people in need. We’re also in the midst of our Winter Warmth efforts, which provide blankets, food, hygiene and holiday items to neighbors around the state. This year we’re expanding that program into Lubbock, as the inaugural corporate sponsor of Lubbock Meals on Wheels’ Senior Secret Santa, making the holidays brighter for more than 800 people.
Another program we’re excited to bring to Lubbock is TXU Energy Aid, which is the largest electricity bill payment assistance of its kind in the country. Through donations from our customers, employees, and partners, we’re able to keep the lights on for thousands of families in need in Texas every year with bill-payment assistance. The program is celebrating its 40th anniversary this year, and in that time, we’ve been fortunate to provide $120 million in bill-payment assistance to Texans.
Octopus: Our customers are at the heart of everything we do at Octopus Energy, and that same love will be extended into Lubbock at a local level. We take care of our customers in a multitude of ways, from sending heating blankets in the winter to community events or Octo Love Packs to customers needing a bit more TLC during hard times. We think the thing customers want the most is easy and honest customer support, which is how we focus on our customer engagement resources.
This article originally appeared on Lubbock Avalanche-Journal: Get to know 3 of Lubbock's new electric providers
