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If you’re struggling financially, you’re worried about your energy bills or you have any vulnerabilities, find out about the different ways we can help here. Can't find the answers you need? Just ask our amazing community for help.

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News

Introducing our new Forum feature - The Library

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News

Find out more about one of our partners’ Warm Welcome Spaces

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Blog

What’s happening with energy prices? Let’s take a look.

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45 Topic threads
Ben_OVO
Community Manager
Ben_OVOCommunity Manager
Posted in Extra Support
Introducing our new Forum feature - The LibraryNews

Updated on 04/07/25 by Bradley_OVOThe OVO Forum team is proud to announce the release of our new feature - The Library! We’ve listened to feedback and recommendations from our community members and Plan Zero Heroes (Super Users). We’ve created this great new tool to help you get the answers you’re looking for, fast. What is The Library?  The Library link: https://forum.ovoenergy.com/knowledge-base The Library is a one-stop-shop to help you find specific answers and information for the most commonly asked questions we get at OVO. The Forum is packed with thousands of articles and topics, so sometimes it can be difficult to find an answer quickly. The Library, accessed via the Forum Homepage, has been designed to make finding answers easier. It’s broken down into six main sections:  Clicking into any of these main six sections will open up a list of relevant categories and sub-categories including articles which will answer your FAQ’s. Simply click on an article to open it in your browse

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Emmanuelle_OVO
Community Manager
Nukecad
Plan Zero Hero
NukecadPlan Zero Hero
Posted in Extra Support
How to respond to, and successfully deal with, letters from Debt Collection Agents.F.A.Q.

There are various occasions where you may be contacted by a Debt Collection Agency regarding an energy debt that you do not believe you owe. This article is about when and why it might happen to you, and what you need to do if/when it does happen to you.Most of this is based on personal experience - In the last few years I have had to deal with multiple Debt Collection agencies during a very long running 'Final Billing' dispute.(The old supplier was persistent and would instruct another as soon as I had seen one off, even after the Energy Ombudsman had ruled their billing invalid. That dispute is now over - the supplier involved finally accepted the Ombudsman Ruling).Some parts are based on earlier experiences and observation of other disputes.Since I started sharing this advice many people have thanked me - because this advice does work.So I have collected various previous posts together to make this article.So let’s get started on dealing with the letters that you may be getting-Ofte

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Nukecad
Plan Zero Hero
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Extra Support
Find out more about one of our partners’ Warm Welcome SpacesNews

Updated on 18/06/25 by Emmanuelle_OVO:As the colder months approach, the importance of having warm and welcoming spaces available for everyone grows. Whether it’s the need for a safe, cosy environment to escape the cold or a place to connect with others and feel a sense of community, the network of warm welcome spaces is there to help. What are warm welcome spaces?Our partners at ‘The Warm Welcome campaign’ bring together a network of designated spaces where individuals or families can come to seek warmth, comfort and community. Last winter, Warm Welcome Spaces hosted two million visits across 4,000 spaces.  Where can you find them?They’ve partnered with several local venues to provide warm welcome spaces. These include:Local librariesCommunity centersChurch hallsSchools (specified hours)Charities To find a space near you, please visit the Warm Welcome Spaces directory. The directory also includes opening hours. What can you expect?Each space offers a variety of facilities to make sure

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Emmanuelle_OVO
Community Manager
N
New Member*
Nell.tieriNew Member*
Posted in Extra Support
Are these scam text messages

I keep getting texts saying I owe money - I have never had an account with ovo. Are they genuine? 

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Nukecad
Plan Zero Hero
L
New Member*
Lyn BrewsterNew Member*
posted in Extra Support
Volunteering

Why is there nothing on your website to promote the volunteering that your staff undertakes so to demonstrate their commitment to giving back to their community?   

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Blastoise186
Plan Zero Hero
S
Carbon Cutter*
SnorkfishCarbon Cutter*
Posted in Extra Support
MCS certificate missing? how can i get one?

Solar panels were fitted over a year ago and despite many messages I can get MCS certificate to claim payment for electricity i send into the grid. What can I do?

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S
Carbon Cutter*
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in Extra Support
What’s the OVO Foundation?News

 The OVO Foundation is OVO’s charity. It’s on a mission to create a greener, brighter future for the next generation.  As an OVO customer, you can choose to donate to the OVO Foundation through your bill, and your donation is doubled by OVO. This money is used to make grants to UK-based charities that fit the goals of the OVO Foundation. This funding is for projects that support children and young people to have better access to nature, learn about climate awareness and education.  How do they do this? Community impact - the OVO Foundation empowers local communities to transform their area by supporting exciting projects like community gardens, city farms and education programmes for local children. Through these projects, they’re able to increase access to green space and kickstart local climate action. Read more here. Climate changers - they want to make sure that all young people, regardless of background, have access to climate education and the skills they need to tackle climate c

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Abby_OVO
Community Manager
T
New Member***
taitandrew8286New Member***
Posted in Extra Support
Had to delete my direct debit's due to fraud & I don't yet have a new bank card? Help!

Hi in the past month I was attacked with fraud on my bank account and just realised that my bill for the month is due out and since this has happened to me this month I'm struggling to be able to pay my bill as at that time I had to delete my direct debits for any further fraudulent behaviour happening as confirmed by the bank and was seeing if my services could be kept on until next bill due date I'm which I can pay double as I'm now still waiting for a new bank card to arrive. Does anyone know if I can do this? 

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Abby_OVO
Community Manager
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

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Abby_OVO
Community Manager
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?

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Abby_OVO
Community Manager
E
Carbon Cutter*
EbSaxCarbon Cutter*
Posted in Extra Support
Monthly direct debit unaffordable for me

In July 2022, I was moved to the simpler energy variable plan (electricity only), as my previous fixed 2 year plan had ended.  I didn't have any choice in this as I couldn't afford any other fixed rate plan on offer.  I’m on a Smart Meter.  Direct debit payments were steadily increased until in Jan this year I reached the limit of what I could afford.  I cancelled my direct debit, paid the Feb bill by credit card a day early and have now set up a Standing Order for the maximum I can afford to start 1st of next month.  My latest usage tells me I’m in credit to the tune of nearly £50.  I was paying 0.32p per kwh but since my DD was cancelled Ovo have increased this to 0.36p which of course has only made my life harder.  You can’t get hold of anyone to speak to and the only time I managed that they were utterly useless.  I’ve sent emails but have never had a response or even an acknowledgement, the Whatsapp facility elicited no response either and the Chat Bot is useless.  I have to go wi

88911
Ben_OVO
Community Manager
H
New Member*
Hannah29New Member*
Posted in Extra Support
Warm home discount Voucher

Hi there!  I have received my warm home discount £150 voucher.It's telling me to take my voucher to my local post office as its come on the letter from Ovo.  I want to know,  do I take my pre payment key/card  to the post office also??? Any information would be much appreciated!! 

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Emmanuelle_OVO
Community Manager
A
Carbon Cutter*
asdffCarbon Cutter*
Posted in Extra Support
CCJ by OVO- But who do I pay?

Hi, need help! I was taken to court by OVO without my knowledge as I had moved to a new address. I saw my credit report and realised I now have CCJ. I’m attempting to pay the balance in full to get it removed from my credit file, however I have no details of who to pay to, the account to pay into etc. I called OVO customer services but they weren’t able to help, and were giving me different amounts. I want to pay the ccj debt but don’t know who their legal team is. The ccj was filed on the 23rd of August, which means I have to pay by 23rd September to get it removed without waiting 6 years. Does anyone have the details of their legal team, who I can contact and confirm the judgment with? Thank you 

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Nukecad
Plan Zero Hero
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

4239
Nukecad
Plan Zero Hero
L
Carbon Cutter*****
LizzyFrostieCarbon Cutter*****
Posted in Extra Support
Support Package - heated throw and number I don't recognise

Hiya!As part of its Support Package, I was offered a heated throw from OVO on 7 November - but haven’t heard anything about delivery. Does anyone know when these will arrive?Also, had a call from a number on 17th November - 0044 333 311 1231 - claiming to be from OVO, but I don’t recognise the number. Has anyone else had this call? Thanks

33299
Ben_OVO
Community Manager
J
New Member**
john.parkerNew Member**
Posted in Extra Support
Free heated throw / blankets not available???

I have just tried to get a free electric throw /blanket. However, OVO have stopped issuing them now (10th January 2025), as they have had a lot of demand, and ran out of stock. 

4632
Chris_OVO
Community Manager
N
Carbon Cutter*
nasuffolkCarbon Cutter*
Posted in Extra Support
My gas meter has failed and I have no heat. I'm an OAP and cannot get through to anyone!

I’m an OAP and my gas smart meter stopped working last night. I had an engineer come out this morning and he said the meter needs to be replaced. I have been trying to call OVO but cannot get through to anyone because it is a Saturday. Can anyone give me a number where I can actually talk to someone to get my heat back on? Thank you.

3946
Blastoise186
Plan Zero Hero
J
New Member*
Jane ClarkNew Member*
Posted in Extra Support
Standing charges incurred after a bereavement?

I called and reported a bereavement at my dad’s property in June. Spoke to a lovely lady who refunded incorrect charges and assured me no further standing charges will be made as long as no energy is used/No one is at the property.Today I received a bill, logged in and see not only standing charges billed every month since June, but estimated usage too (despite speaking to the bereavement team)Called again today, spoke to Michael, who said I will received standing charges, but no usage costs, and to ignore it all until the property is sold!So, who is correct? the original lady I spoke to or Michael?Should the property still be incurring monthly standing charges for both Gas and Electricity? Appreciate any advise received - Thanks

2752
Emmanuelle_OVO
Community Manager
R
Carbon Cutter***
Robert PopeCarbon Cutter***
Posted in Extra Support
Does OVO offer financial support to cover energy used by mains-powered medical equipment?

How do I claim a bill reduction for medical (dialysis) apparatus that has to be on all the time? 

57611
Nukecad
Plan Zero Hero
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'?

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

?

341
Chris_OVO
Community Manager
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??,

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Blastoise186
Plan Zero Hero
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?

504111
Blastoise186
Plan Zero Hero
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?

5905
Shads_OVO
Retired Moderator
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

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Shads_OVO
Retired Moderator

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