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If you’re struggling financially, you’re worried about your energy bills or you have any vulnerabilities, we’re here to support you. Find out about the different ways we can help here. Can't find the answers you need? Ask our community, we're on hand to help.

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58 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Extra Support
Need any extra support? We're here to helpF.A.Q.

Updated on 08/10/24 by Emmanuelle_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (WHD) scheme is closed for the scheme year 2023/24 and will reopen again later this year.  The Warm Home Discount (Broader Group) has now opened to applications from our customers based in Scotland. Customers can apply online here.  Broader Group Eligibility Criteria can be found here. We encourage all customers who believe they fall into the Broader group (Scotland Only) to apply online via the OVO and Boost websites.  However, If a customer needs some assistance completing their WHD application please contact our support team.  OVO Broader Group: https://www.ovoenergy.com/

5830
Emmanuelle_OVO
Community Manager
4 months ago
J
Carbon Cutter****
JaneT2023Carbon Cutter****
Posted in Extra Support
in house display

Just recently I have noticed my in house display is showing the daily usage for gas and electricity, and when I check it against the ovo app the two readings are totally different, the in house device is showing a higher costing than the app , which one is correct , how can I control my outgoings ,regards Jane 

292
BPLightlog
Plan Zero Hero
3 days ago
T
Carbon Cutter***
TracyJJCarbon Cutter***
Posted in Extra Support
OVO Hounding my Mother for payment of a debt not even linked to her address

Hi All, just after some advice from those of you in the know. My Mother is actually a British Gas customer and has been at her current address for more than 8 Years using BG for the whole time, recently ion the 1st November she received a letter addressed to the occupier with her House number but a completely unrelated Post code, the letter stated she owed £34, she immediately contacted them to say that there must be an error as she wasn't an OVO customer and the details on the letter with regards to address were wrong, it took some time to get through to the Customer Service Agent what the issue was but eventually it was left as “i will raise a complaint” and get the matter resolved, fast forward to today and another letter appears dated 12th November this time advising the debt had doubled and her details has been passed to Debt Recovery, now my mum is a 73 Year old widow and this has upset her a great deal so i have stepped in to try and resolve, so today i have spent over an hour o

12011
Blastoise186
Plan Zero Hero
6 days ago
L
New Member*
leewilsonNew Member*
Posted in Extra Support
landlord who's tenant left an unpaid bill

I had a tenant who left a rental property without paying the energy bill. As a landlord with a formal contract, one that states the tenant is responsible for all utility bills. Under current law, as a landlord I am not liable for any areas. How do i ensure Ovo accept this legal right?

971
Nukecad
Plan Zero Hero
11 days ago
W
New Member**
walkerNew Member**
Posted in Extra Support
How do I set up a payment plan to pay off debt?

What’s the pay off your debts scheme about ? Thank you

291
Emmanuelle_OVO
Community Manager
16 days ago
M
New Member**
MrmNew Member**
Posted in Extra Support
supply capped by cadent- health issues

My supply was capped by cadent in January as they were upgrading the pipes in the area (January??!!)and as I have mental health issues, I was unable to allow them access to do whatever it is they needed to do when it's switched back on, So, now I'm capped,  cold,  depressed and I have no help and I never know when I'm able to allow them in (bi-polar with extreme lows).The council have been round (February) for their annual check, they did arrange for cadent to come, but I couldn't handle it. Especially after the engineer called me, was rude, shouting and telling me to contact my gas supplier (ovo). I guess my question is, help?Any advice, suggestions, anything I can do at short notice when I'm 'awake'?

504
Emmanuelle_OVO
Community Manager
18 days ago
Shads_OVO
Community Moderator
Shads_OVOCommunity Moderator
Posted in Extra Support
Extra Support PackageNews

What is the Extra Support Package? Our new Extra Support Package opens on 1 October 2024. It’s here to help our customers who need some additional help managing and paying for their energy. Whether you've had a change in your circumstances or you have an ongoing need, we’re here to help. The Extra Support Package is available all year round, with increased support over winter, when our customers may need it the most. The package includes: Payment holidays for all customers with prepayment meters – That means every penny put on the meter will go towards heating, not paying back debt this winter. OVO is also keeping emergency credit at the increased amount of £15. You can find out more about payment support here - https://www.ovoenergy.com/payment-support.  Free energy saving products – This includes electric throws, mattress toppers, and home efficiency kits. You can check if you’re eligible for any of these here - https://customer-support-package.ovoenergy.com/  Energy efficiency upgra

325313
Emmanuelle_OVO
Community Manager
20 days ago
E
New Member**
elliejoan96New Member**
posted in Extra Support
help with debt support page as it wont let me enter email

?

191
Chris_OVO
Community Moderator
27 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in Extra Support
Warm Home Discount (WHD)

Updated on 22/10/24 by Abby_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (Broader Group) has now opened to applications from our customers based in Scotland. Customers can apply online here.  Broader Group Eligibility Criteria can be found here. We encourage all customers who believe they fall into the Broader group (Scotland Only) to apply online via the OVO and Boost websites.  However, If a customer needs some assistance completing their WHD application please contact our support team.  OVO Broader Group: https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme  Boost Broader Group: https://www.boostpower.co.uk/help/support/how-do-i-

642061
Firedog
Plan Zero Hero
1 month ago
A
Carbon Cutter*
ambr2307Carbon Cutter*
Posted in Extra Support
I moved house and closed my OVO account but my details have been found through 'trace and search' - how can I stop the debt collectors contacting me?

I moved house over 18months ago and moved to a new supplier. All bills were paid. I am now getting harassed by debt collectors as ovo have linked the period since leaving the house to my phone number due to a trace and search but not my name, so they won’t give me any information regarding the account. I have spoke to ovo who won’t stop the collectors ringing me as they need to find who is liable. What should I do?

460592
G
Carbon Cutter**
1 month ago
E
New Member***
Emmalou2505New Member***
Posted in Extra Support
How do I get access to extra benefits with OVO on PAYG

So I have a friend who is an OVO customer the only difference is she pays DD and I pay as you go,But she seems to get loads of extra Benefits ie.. early access to ovo events, elec blankets and other offers just wondering if i'm in not entitled to the same due to being a payg customer??,

9723
Blastoise186
Plan Zero Hero
1 month ago
DonnaSwan
Carbon Cutter*
DonnaSwanCarbon Cutter*
Posted in Extra Support
Is OVO's free electric blanket scheme strictly for low-income PAYG users?

I've been told OVO have opened up their 'customer care package' scheme for free electric blankets, is the criteria really strict or are is it not true? I'm on low income (benefits) with 2 children (10&2) have physical and mental illnesses and all i get offered is financial advice.Is it because I'm pay as you go so don't have any debt with them?

225446
DonnaSwan
Carbon Cutter*
1 month ago
F
Carbon Cutter*****
FREEFLOWCarbon Cutter*****
Posted in Extra Support
Warm Home Discount 2024/2025

Hi does anybody know when the application are open for the Warm Home Discount 2024/2025 for Scotland's broader group?Any links if they are open now?

318311
Blastoise186
Plan Zero Hero
1 month ago
R
Carbon Cutter*
RusshyldonCarbon Cutter*
Posted in Extra Support
No payment support email

Hi Everyone,  3 times this morning I have been onto the payment plan website and have put my account number and email address and it said I would be sent a link - 2 hours later and still waiting for a link ?Can anyone help

817
Chris_OVO
Community Moderator
2 months ago
N
New Member*
Ngw1983New Member*
posted in Extra Support
Meter board and fuse setup looks far too complicated

Hi all, I moved in to a house about a year ago, where the meter board and fuse set up seems complicated. And some things not used, for example, there are two electric meters. One is payg- which I don’t use/haven’t used. And the other is the normal one that I do. Anyone seen anything like this before?  

783
Emmanuelle_OVO
Community Manager
3 months ago
M
New Member**
MepowerNew Member**
Posted in Extra Support
Switching to OVO from Octopus with a deficit balance?

I am thinking about switching to OVO from Octopus but I have a deficit of about £300 currently. Can I switch the deficit to OVO? If OVO agrees with Octopus to take on the debt then why not?

3045
Shads_OVO
Community Moderator
3 months ago
B
Carbon Cutter*
BrianabCarbon Cutter*
Posted in Extra Support
How can I contact OVO about the Priority Services Register?

 Does anyone have the contact details  for the Priority Service Register? I have mislaid my copy. Thank you.

1965
Blastoise186
Plan Zero Hero
6 months ago
A
Anonymous
Posted in Extra Support
Warm Home Discount is late- Got a letter saying it would be paid in November?

I'm at the end of my tether with OVO. I applied for the Warm Home Discount on 04 Oct 23, and I received an e-mail on the same day saying I had qualified for it and I would receive it by 15 Nov 23. I still haven't received it. I've spent the last 2 weeks phoning, e-mailing and having web chats with OVO. I've been given excuse after excuse why I haven't received it, all of them different. I thought I was getting somewhere about 1 week ago when I spoke with an OVO staff member who went through my application with me and told me everything was in order and that I should have received it. He said he'd look into it and get back to me, but I never heard from again. I've tried to complain, but I get generic replies. One staff member from the complaints team e-mailed me yesterday saying she has tried to call me but can't get through. She tried to call me once and she left a voicemail. The number she left to call her back was a general number and when I phoned it, they had no idea who she was or

287652
M
Carbon Cutter***
7 months ago
C
New Member***
Chris84New Member***
Posted in Extra Support
I had an agreement with my previous supplier but it's not been carried over to OVO, what can I do?

Back when SSE were the supplier before OVO took over from them,i agreed to changed my gas from fixed rate to pay as you go and pay of the remaining debt ,i have confirmation letters saying welcome to pay as you go but since summer 2018 no one has came out to change my gas over, same thing november 2018 sent out letters after i agreed again on phone to change it to pay as you go its now febuary 2024 and still no one has came out to change the gas over to pay as you go and now im in quite abit of debt close to 3k now im being passed over to debt collection agency's this whole process has been a nightmare , personely i think they should clear the debt as i agreed to pay as you go and they are the ones at fauly for agreeing to switch me over but not actually doing anything. 

25115
C
Carbon Cutter**
7 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in Extra Support
How can OVO help in the event of a bereavement?

Updated on 09/10/23 by Abby_OVO What to do if an OVO account holder passes away If a friend or family member has recently passed away, you may consider seeking advice and support from the Citizens Advice, who are a friendly and well informed bunch, able to help with energy and non energy related actions.  If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com. If you’re the executor of the estate, you can help us by gathering the following details before you call: The date the person passed away Your contact details Your bank details, if you plan to take over the account Meter readings If you're not the executor of the estate, you can still let us know the account holder has passed away. We'll then need to arrange

938859
Chris_OVO
Community Moderator
7 months ago
T
Carbon Cutter****
TOBYBOBBEYCarbon Cutter****
Posted in Extra Support
I'm PAYG- Why are Collections saying I'm in debt?

I have just received a letter from a collections agency regarding my old SSE account.when i joined OVO it seems my account was migrated to them with an enormous debt.this is all new to me, i had a PAYG meter and have for years,i was always led to beleive that any debt incurred would be included in my weekly top ups!!In trying to contact collections at OVO they are useless.they pass your problem around and then put the phone down,i want to talk to someone who can really help!!!!any suggestions will be gratefully received.

150532
C
Carbon Cutter**
7 months ago
J
Carbon Cutter****
JammintunesCarbon Cutter****
Posted in Extra Support
High estimated bills - ongoing issue - OVO not helping

 Thank you for taking the time to read our issue i do understand its very long with a lot of information but hoping someone can help resolve.**Please note that my Mum is the account holder who is 74 and is becoming very ill and very stressed and worried about this and we have provided both written and verbal communication to OVO advising i can speak on her behalf , this has been ignored on every occasion we contact OVO***We did start a thread on this back in December last year but thought it best to start a new one as i have more knowledge / information regarding the issue as its still not been resolved.Back in Aug /Sept 2022 we had a  power cut in our area for around half a day , once the power came back on i went outside to check our traditional style meter to provide the readings for OVO and the LCD  display was blank and although our power was still working with no issues we were unable to provide a meter reading (our last submitted manual reading was in June 2022)We contacted OVO

226939
E
Carbon Cutter*
8 months ago
C
New Member**
CJ21New Member**
Posted in Extra Support
How do I get my £150 Warm Home Discount on a key meter?

A question on how to get the £150 on a key meter.  I says to put something on the key for 3-5 days in a row, and in the same place, does it matter how much you put on each day?  Today I put £1 on and was going to for the next 4 days again, would this work? Bloke in the shop seemed to think I needed to put up to £150 on to get the £150!! Which I’m sure isn’t right! 

11127
L
New Member*
8 months ago
Buzby
Carbon Cutter*****
BuzbyCarbon Cutter*****
posted in Extra Support
Our electricity was cut off with no prior notice !

I’ve been with BOOST / OVO for years, first as pre-payment, then on credit.A couple of years ago, when I asked for the meter to be changed from Prepay to Credit, I was told it was not a problem, but the new account would now be an OVO account.The switch happened, and my Smart Meter changed to Credit mode as I expected. Everything just worked, smooth as silk !.So smooth, I totally forgot about it. I wasn’t asked for a new DD, the payments were still going to BOOST, and that’s how it has been for the last two years. The latest DD was on 4th Dec.Last month I decided to switch to a new supplier for electricity. This is the same supplier we  already get our gas from. I contacted the new supplier, and it all went through OK. Switchover date was set for 24th Nov.24th arrived, and went, and my supply just carried on. I viewed my dual fuel account on the web, and it showed the electricty switchover as ‘in progress’.I phoned new supplier, who said to wait, as it might take a few days to show up.

148039
Blastoise186
Plan Zero Hero
8 months ago
N
Carbon Cutter*
NiknakpaddywhackCarbon Cutter*
Posted in Extra Support
Warm Home Discount not being added despite me topping up

Hi just wanting to find out if anyone else is having bother getting their warm home discount.I have a pay as you go meter, and i have topped up 5 times  on different days at the same shop , and put the key in the meter each time, but it is not triggering the payment.Just wondering if there have been any problems regarding this that i’m not aware of, thanks for any help 👍🏼

84418
Blastoise186
Plan Zero Hero
9 months ago

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