I have been with OVO since 2013, I switched to OVO from SSE when they were the first of the big Six to announce a big increase in price that year. I had had enough and decided it was time to move. When I joined OVO they offered a more competitive price and were a smaller company who listened to their customers.
I have been happy as an OVO customer since that time. What I like is that you listen to your customers. If I have a problem and need to contact you I can rely on the fact that it will be resolved.
As some of you will know, I am not keen on Smart Meters. When I was initially contacted by OVO about them about 4 years ago, I let them know I was not interested and since then I have had no hard sell- thank you OVO.
There is lots of content on this forum about direct debits and billing. In my case I am quite happy. I give OVO my meter readings every month, OVO send me a statement and my direct debit is stable. I find that if you know how much energy you use, ensure your direct debit is sufficient to cover your use through the year it all works very well. Yes, I am generally in credit with OVO which keeps my direct debit stable, but they pay me 5% interest on my balance and its more than I get from my savings account.
What don’t I like?
My biggest bugbear is the design and format of the monthly statements. My OVO monthly statement is 8 pages long, why is it so complicated??? I have to get to page 3 just to find how much I have been charged this month and page 4 and 5 to find out how much electricity and gas I have used. I’m sure the response will be we have to include xxx and yyy in the statement. However I have to look after my mothers EDF energy account and their statements are MUCH simpler and easy to understand.
I think these statements need re-designing from scratch. Start with how much energy I have used and what you are charging me, compare it to last month or last year, but put everything else in another document. Make the statement just that a statement of what I have used and what I am being charged. Simplicity is key here.
Finally, I am not sure about the future. OVO is getting bigger and I notice that if you look at the Citizens Advice customer service scores OVO are now 24 out of 39, that’s 23 companies doing better.
Is this because OVO is getting too big? OVO only get one star for easy to contact, does this reflect the fact that they have taken on too many new customers?
I also need to consider my future with OVO. My 2 year fixed rate deal ends in November and I am starting to look at what I will do next. Using my last years energy usage and having looked at current tariffs, if I were to switch to the latest 2 year Better Energy all online my annual bill will be just over £160 (~16%) more than I am paying now. Again looking at the competition and focusing on those with good customer service reviews, there are several deals where I would be paying the same as I am now. I will keep this under review until its time to renew but I am not sure I can justify staying with OVO if the price differential remains.