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We’ve seen an increase in customers letting us know they’ve been called by 0117 332 6934.

 

So we thought we would confirm here that this is a number used by our Collections Team. They’re available on that phone number from Monday to Friday 9am-5pm.

 

The team’s there if you need some support paying your energy bills. They can help find a solution that works for you, this includes setting up a payment plan, and spreading the cost of your energy to make it more manageable. 

 

Our dedicated team can also give advice on energy debt and talk you through more support that’s available. They can also show you where to find free, independent advice.

 

Unfortunately we can’t control what third party websites say about our number, and you should always be careful when giving bank details over the phone. If you’re ever unsure about who you’re talking to, it’s best to hang up and call us directly on 011733 26934 – then you can be sure you’re talking to our team. If you have a bill you need to pay, you can also do this safely online. This handy tutorial will show you how:

 

 

You can visit our website for any other payment methods.


 

If you’re struggling to pay your bill there are lots of resources available

 

Our Winter Support Package might be helpful to you.

 

If you or anyone in your home is vulnerable, or just needs a little extra help, our Priority Services Register is a free support service you might find useful.

 

If you’re a pay as you go customer, this FAQ covers some of the support options available:

 

 

Payment and Government schemes that can also help

 

Fuel Direct Scheme

The Fuel Direct scheme helps to pay your energy bills directly from your benefits (the scheme is run by the Department for Work and Pensions). 

 

Cold Weather Payment

A Cold Weather Payment might be available to you, if you’re getting certain benefits. 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. See if you’re eligible and find out more here.

 

Winter Fuel Payment

This is available to people who were born on or before 26 September 1955. It’s an annual one-off payment between £100 and £300, to help pay for your heating over the winter. Find out more about the Winter Fuel Payment here. 

 

Warm Home Discount Scheme

You might be eligible for £140 credit towards your energy bills through the Warm Home Discount Scheme. If you’re in England or Wales you don’t need to apply. We've now closed the Scottish broader group applications for 2022/23. Information about next year’s scheme will be available soon. Find out more about the Warm Home Discount via the GOV website here.

 

Charities and organisations that offer advice and support

 

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. 

 

We hope this helps,

The OVO team

What could possibly cause doubt about this call? A cold caller from South Africa calls the customer , purporting to be on a Bristol telephone number, then demands the customer who THEY have called gives out security information. Come on OVO, get a grip, in this age of telephone scammers and phishing calls, this is bound to be viewed with suspicion by any right thinking, switched on person avoiding being scammed, who hasn’t had access to read this Forum page Ring your customers on an accredited phone line, registered to your company, and YOU be prepared to go through a security procedure… the security I understand if your customer rings you, to verify them, but YOU are calling on a number registered by the customer with you in the first place

Hey @JPS130,

 

I understand your frustration, 

 

We do unfortunately have to make outbound calls to customers who have arrears balances that aren’t being paid, our collections team are trained to offer financial advice and support as well as signposting organizations that can help. 

 

Usually before outbound calling customers we will email and text.

 

GDPR rules mean we do need to confirm DPA before making any changes on a customer account. If a customer is uncomfortable doing so on an outbound call, they can call our collections team directly instead. 

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