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My elderly mother, who is fast approaching 97, recently received a demand, from OVO, for immediate payment of her account or, she was liable to receive a visit from the bailiffs!

As she does not have access to the internet, she signed up, with OVO, to receive paper bills.

The previous bill was received in, or around, May 2023. She has received no communication since. Why is this?

As I've stated, she's almost 97 & lives independently. She does not have a mobile phone, computer, or internet access. Even if she had the latter, she'd not have a clue how to use it!! 

Where have paper bills gone?

Do OVO care or even give a jot about their elderly customers? 

 

 

Updated on 25/10/23 by Abby_OVO

Good evening @VRB ,

Sorry to hear about this. Because your mother is someone I’d consider vulnerable, I have escalated this thread directly to the forum moderators. Please wait for a response - they’ll be back in the morning.

Thanks for understanding

Hi @VRB 

 

I’m really sorry to hear about this.

 

We don’t have access to accounts here at the Forum so we can’t see what’s already set up on an account but, it’ll be worth either if your mum, or yourself with your mum present, could call the Support Team to make sure the billing is set to being post only. If you’re present on the call, they can even get you added to the account so you can speak on your mum’s behalf going forward with ease. We’d also recommend she joins the Priority Services Register if she’s not already part of it. You can check out more on the Priority Services Register here: https://www.ovoenergy.com/help/article/priority-services-register.

 

The team can then discuss the bill and if the account is in debit, how you want to pay that. They’ll also check if the bill is estimated or if an actual meter reading was used. If your mum has traditional, non-smart meters, I’d suggest taking a meter reading before making the call to the team this way they can correct the bill immediately id it was estimated.

 

Additional schemes and services available to help with energy costs and managing bills:

Warm Home Discount Scheme:

Opening 16/10/23 - https://www.gov.uk/the-warm-home-discount-scheme

Cold Weather Payment: 

These payments are made if the temperature in your area is forecasted or recorded to be 0C or below for over 7 days in a row. -https://www.gov.uk/cold-weather-payment

Winter Fuel Payment: 

This is available to people who were born on or before 26 September 1955 - https://www.gov.uk/winter-fuel-payment

Citizens Advice:

Visit your local branch, or their websites: for England and Wales and for Scotland. You can speak to an adviser online, in person, or over the phone: 0800 144 8848 (England), 0800 702 2020 (Wales), and 0800 028 1456 (Scotland). 

National Debtline

Call 0808 808 4000 or visit their website.

Step Change Debt Charity

Call 0800 138 1111 or visit their website. 

Civil Legal Advice

Call 0845 345 4 345 for free, confidential legal advice in England and Wales, if you’re eligible for legal aid. Find out if you are here.

 

Hi @VRB 

 

I’m really sorry to hear about this.

 

We don’t have access to accounts here at the Forum so we can’t see what’s already set up on an account but, it’ll be worth either if your mum, or yourself with your mum present, could call the Support Team to make sure the billing is set to being post only. If you’re present on the call, they can even get you added to the account so you can speak on your mum’s behalf going forward with ease. We’d also recommend she joins the Priority Services Register if she’s not already part of it. You can check out more on the Priority Services Register here: https://www.ovoenergy.com/help/article/priority-services-register.

 

The team can then discuss the bill and if the account is in debit, how you want to pay that. They’ll also check if the bill is estimated or if an actual meter reading was used. If your mum has traditional, non-smart meters, I’d suggest taking a meter reading before making the call to the team this way they can correct the bill immediately id it was estimated.

 

Additional schemes and services available to help with energy costs and managing bills:

Warm Home Discount Scheme:

Opening 16/10/23 - https://www.gov.uk/the-warm-home-discount-scheme

Cold Weather Payment: 

These payments are made if the temperature in your area is forecasted or recorded to be 0C or below for over 7 days in a row. -https://www.gov.uk/cold-weather-payment

Winter Fuel Payment: 

This is available to people who were born on or before 26 September 1955 - https://www.gov.uk/winter-fuel-payment

Citizens Advice:

Visit your local branch, or their websites: for England and Wales and for Scotland. You can speak to an adviser online, in person, or over the phone: 0800 144 8848 (England), 0800 702 2020 (Wales), and 0800 028 1456 (Scotland). 

National Debtline

Call 0808 808 4000 or visit their website.

Step Change Debt Charity

Call 0800 138 1111 or visit their website. 

Civil Legal Advice

Call 0845 345 4 345 for free, confidential legal advice in England and Wales, if you’re eligible for legal aid. Find out if you are here.

Good evening @VRB ,

Sorry to hear about this. Because your mother is someone I’d consider vulnerable, I have escalated this thread directly to the forum moderators. Please wait for a response - they’ll be back in the morning.

Thanks for understanding

Thank you so much for taking this matter seriously. OVO have previously just fobbed her off! I signed her up to the vulnerable persons register a few years ago. Again this makes absolutely no difference to OVO. Lost faith in them 100%. Once again, thank you x

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