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Help for vulnerable customers

  • September 29, 2025
  • 11 replies
  • 218 views
V
Carbon Cutter*****

I have previously spoken to some of you regarding an Air Source Heat Pump System.  I had such a lot of help and you were all wonderful putting my mind at rest. Well now my disabled partner has just come out of an unexpected hospital stay.and is recovering from a severe infection.  We still haven't had our heating system  replaced so we are relying in electric fires as its getting chilly.  Is there anything  Ovo offers as obviously I dont work my electricity bill is going to rise sky high but I need to keep my partner warm and we live in a rural area  Any ideas?? 

 

Best answer by Ben_OVO

Morning ​@Viv1966,

 

If you following this link you’ll be able to apply for our Customer Support Package. It takes a couple of minutes to apply. If you qualify you may be able to receive energy saving advice and products from OVO, amongst other things. I’d recommend applying - it doesn’t cost anything to do so. Please let us know how this goes!

 

If you haven’t done this already I’d also recommend signing up to the Priority Services Register. It’s really useful if there’s vulnerabilities within the household, as you’ll receive a call to alert you of any incoming power outages where possible. The Grid will also try and get you back on supply with priority if the power is lost.

11 replies

C
Carbon Catcher*
  • costeek
  • Carbon Catcher*
  • September 29, 2025

Some of the useful information could be found here: 


Also, it’s worth to check your local charities, they might have some funding to support your bills. And your council could have some financial support options too.

I hope that helps.

Abby_OVO
juliamc
Carbon Catcher***
Forum|alt.badge.img+3
  • juliamcCarbon Catcher***
  • Carbon Catcher***
  • September 29, 2025

What area of the country do you live in ​@Viv1966 ? 

V
Carbon Cutter*****
  • Viv1966
  • Author
  • Carbon Cutter*****
  • September 29, 2025

 ​@juliamc  in Lincolnshire just outside Boston.

juliamc
Carbon Catcher***
Forum|alt.badge.img+3
  • juliamcCarbon Catcher***
  • Carbon Catcher***
  • September 29, 2025

I don’t know what OVO have to offer but you might get some joy from Citizens Advice, and if either of you are over 65 Age UK can get you a Home Energy Check, they should know what help is available.

Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • Answer
  • September 30, 2025

Morning ​@Viv1966,

 

If you following this link you’ll be able to apply for our Customer Support Package. It takes a couple of minutes to apply. If you qualify you may be able to receive energy saving advice and products from OVO, amongst other things. I’d recommend applying - it doesn’t cost anything to do so. Please let us know how this goes!

 

If you haven’t done this already I’d also recommend signing up to the Priority Services Register. It’s really useful if there’s vulnerabilities within the household, as you’ll receive a call to alert you of any incoming power outages where possible. The Grid will also try and get you back on supply with priority if the power is lost.

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V
Carbon Cutter*****
  • Viv1966
  • Author
  • Carbon Cutter*****
  • October 2, 2025

Hi ​@Ben_OVO,

Thank you very much for the link, I have applied for the package so eagerly await the items offered there.  Thank you also to ​@juliamc as well thank you so much for taking the time  to send me advice.

Abby_OVO
Ben_OVO
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • October 3, 2025

Morning ​@Viv1966 and thanks for letting us know. This year’s Support Package is our biggest to date, and I hope you can get something helpful from it. Let us know how you get on - you shouldn’t be waiting too long for a response from that team.

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Abby_OVO
Chris_OVO
Community Manager
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  • Chris_OVO
  • Community Manager
  • October 10, 2025

Hey ​@Viv1966,

 

I just wanted to check in and see if you were able to get support from the Customer Support Package. I hope your partner is doing well in their recovery! If you have any questions or need anything, feel free to reach out. We're here to help!

Renewable energy jokes never get old.
C
Carbon Catcher*
  • costeek
  • Carbon Catcher*
  • October 11, 2025

I tried twice and it says: “We’re experiencing an internal error. Your application may not have been saved. Please try again later.” 🤷 Is it known when It’ll be operating fine? Or if it’s possible to check that my application has or hasn’t been received? 

P.S. I just realised that it wasn’t the main thread for the extra help. Sorry, I didn’t mean to move your attention from the OP. 

V
Carbon Cutter*****
  • Viv1966
  • Author
  • Carbon Cutter*****
  • October 12, 2025

Hi ​@Ben_OVO and ​@Chris_OVO. 

I received my Customer Support Package in the week last week, so no I didn't have to wait too long.  A nice electric overblanket which is great and two smart plugs. Wonderful thank you so much for suggesting ​@Ben_OVO I agree you need extra points for that suggestion! Thank you for asking after my partner ​@Chris_OVO  still a way to go yet I am afraid but getting there slowly.  The real issue we have is with our housing association, we should have had our new heating system installed,  but it got condemned earlier this year, consequently  as its getting colder in the evenings and at night we are having to use electric fires. This means our electricity bills are going to go up obviously creating higher bills. Trying to survive on benefits and rising bills do not mix and my partner has to be warm due to chronic health conditions.  As you can imagine this is the next big worry as i cant work as i am my partners full time carer.

Abby_OVO
Community Manager
  • Abby_OVO
  • Community Manager
  • October 14, 2025

Hey ​@costeek 

 

I’ve sent you a Private Message so that we can have this checked as to whether it’s been submitted on our side or not. 

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