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 upgrades – You might be eligible for a wide range of energy-saving measures installed through ECO4 – from loft insulation to a new boiler, or even high-end tech like heat pumps. Eligible customers could get a whole package installed, all for free. Find out more here - https://www.ovoenergy.com/energy-company-obligation
- Financial support – This includes Direct Debit reductions, emergency credit top-ups, and extended repayment plans. Our payment support tool can help you work out the right payment plan for you. It lets you reduce your Direct Debit payments by up to 15%, to help make energy costs more manageable.
- New partnerships and increased financial relief for customers – As well as help for organisations including Warm Welcome Campaign and StepChange.
- Support for pensioners – OVO’s eligibility goes above and beyond the Warm Home Discount. That means customers who aren’t eligible for winter fuel payments may still be eligible for support from OVO. You can check if you’re eligible for the Warm Home Discount here - https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme
- Dedicated support for customers in the most financial difficulty, from a specialist team.
To find out more you can visit our Extra Support page - https://www.ovoenergy.com/extra-support
Check if you’re eligible
If you think you’ll struggle to pay your bills this winter, and you’re an OVO or Boost customer, then you might be eligible. It doesn’t take long to apply for support and you’ll get your answer right away.
When you apply for support, things like household income, any disposable income, and medical needs will be taken into account – to help prioritise those who need help most.
We won’t be able to offer everything to everyone – but we’re hoping to help as many people as possible. Our specialist teams will be available to speak to any of our customers who are worried about energy costs.
You can check your eligibility here - https://customer-support-package.ovoenergy.com/
Further information
Visit our Help Centre
We have lots of helpful articles on our Help Centre. Find information about extra financial support, payment plans, government schemes like Warm Home Discount, and more.
ovoenergy.com/help/category/extra-financial-support
Additional Support
National Support Network’s “Support Hub” is a free online portal that helps you find and connect with support services and resources at any time. Find helplines, apps and support groups, all in one place.
