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Best answer by Emmanuelle_OVO

Updated on 18/06/25 by Emmanuelle_OVO:

 

How we can support you with your energy costs

 

Payment plans

 

A payment plan spreads the cost of your energy to make it more manageable. It’s tailored to your personal financial situation. If you want to find out about payment plans, you can request one online here – we’ll take you through what you need to do, and ask you for some details. You can also speak to us about setting up a payment plan, when you contact our team.

 

What kind of payment plan will you offer me?

 

Using the information you give us, we’ll help you come up with a payment plan that fits your circumstances. Together, we’ll agree on a fixed amount, to be paid over a set period of time. The payments are made on a weekly, fortnightly, or monthly basis. 

Some of the money will go towards repaying the debt, and some will go towards the gas and electricity you’re currently using. This way, you don’t have to pay a large lump sum all at once – you can pay off what’s owed gradually, over time. The aim is to make your energy costs more manageable. 

 

What happens if I can’t keep to the plan?

 

If you find you’re having trouble keeping up with the payments, please get in touch with our team. Together, we can find a solution and tailor your payment plan to what’s affordable for you. 

 

Hey @walker 

 

Can you post a screenshot of where you’ve seen this? So I can give more specific advice.

 

Head to our website to find out more about what support is available. 

 

What can I do if I can’t pay my energy bill?

 

Please know that we’ve supported lots of people in similar situations – and we can support you too.

Some of the ways we can help are here:

  • Together, we could come up with a payment plan that’s tailored to your financial situation. Payment plans spread the cost of what’s owed over time, to help make it more manageable. Find out more about them here.

  • We can give you details for other payment schemes, to make sure you’re getting the financial assistance you’re entitled to. You’ll find information on these schemes further down the page.

  • Our dedicated team can also give advice on energy debt and talk you through more support that’s available. 

  • They can offer guidance on where to find free, independent advice as well.

 

We have these other helpful topics:
 

20 replies

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
September 8, 2025

Hi ​@Disabledandconcerned ,

Generally a payment plan would be set up to cover both your ongoing usage and debt repayments. The best number to call to discuss it is actually 0800 069 9831 as it’s for the Collections Team - you’ll skip the main queue this way.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
D
Newcomer
Disabledandconcerned
Newcomer
September 8, 2025

Thank you for taking the time to reply. That’s one of the numbers hanging up on me.

Blastoise186
Super User
Blastoise186Super User
Super User
September 8, 2025

I see. They’re probably just overloaded right now as it’s Monday - I’d suggest trying again in the morning

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Chris_OVO
Community Manager
Chris_OVO
Community Manager
September 8, 2025

Hey ​@Disabledandconcerned,

 

Welcome to the community! 

 

How often are you getting disconnected during your calls? Is it happening while you’re going through the automated system, or have you managed to connect with an advisor? Just a heads-up: we do have a friendly web chat option! You can check out all of our contact methods in the article linked below. 

 

If you’re looking for payment support options, you’ve come to the right place. Check out the article below for more details about the different types of support available to you. We’re here to help!

 

Renewable energy jokes never get old.
D
Newcomer
Disabledandconcerned
Newcomer
September 8, 2025

I went through the payment support options, got the text, filled in the forms, did everything I was supposed to.

 

the company should provide a reassuring message to confirm the account won’t go to a debt collector once a payment plan has been created. 

D
Newcomer
Disabledandconcerned
Newcomer
September 8, 2025

 

D
Newcomer
danyuri86
Newcomer
October 9, 2025

Hi, I set up a payment plan using the help website after inputting my finances. It says it is valid for 6 months. But the direct debit on the actual ovo protal account page still reflects the previous higher direct debit amount. What do i do? Do i cancel the direct debit and just manually pay the amount per month in the payment plan.. or setup a new direct debit with same amount as the payment plan? Thanks any help, I need to know quite soon as direct debit is due in 2 days and worried about it. 

Blastoise186
Super User
Blastoise186Super User
Super User
October 9, 2025

Hi ​@danyuri86 ,

I don’t have much of an answer I’m afraid - try calling 0800 069 9831 in the morning and someone can check this for you.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    October 10, 2025

    Welcome to the OVO Forum ​@danyuri86.

     

    Please let us know when you call the team following ​@Blastoise186’s advice, it might be that there’s a delay with the online account / app updating with the new Direct Debit amount. Sometimes these sorts of changes take 48 hours to be reflected.

     

    Just a heads up as well, if there’s any vulnerabilities within your household at all we recommend signing up to the Priority Services Register. It’s a free service with numerous available benefits, the main one being that you’ll be notified, where possible, of any incoming power outages. The Grid will also look to get your property back on with priority if there’s a power cut. You can find out more, and sign up, here: https://www.ovoenergy.com/register-for-priority-services.

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    Newcomer
    danyuri86
    Newcomer
    October 10, 2025

    because the direct debit was literally about to come out, I cancelled the direct debit and made a manual payment of exactly the amount in the payment plan. Then I’ll reinstate the direct debit to the amount of the payment plan so that next month it is taken via dd. I dunno if that was throwing a spanner in the system but Im keeping to the payment plan in good faith

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd