If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here.

What can our payment support team offer if I can’t pay my energy bill?

Our payment support team has supported lots of people in similar situations, and are trained to do so. 

Some of the ways they can help are:

• They can create a payment plan that’s suitable for your financial situation. A payment plan can spread the cost of what’s outstanding, you can find out more about them here.
• They can discuss what other payment schemes you may be eligible for. They can make sure you’re getting the support that’s available to you, such as benefit entitlement checks. 
• Our team is also trained to give advice on energy debt, and discuss what help is available. 
• They can show you where you can find free, independent advice.

For more financial support, call the team on 0800 069 9831. We’re open Monday to Friday 8am-6pm, Saturday 9am-2pm.

What’s a payment plan & how does it work?

Using the information you give us, we’ll come up with a manageable payment plan. These payments can be made on a weekly, fortnightly, or monthly basis. 

Some of the payment will go towards the outstanding balance and some of the payment will go towards your current usage. 

I’d like a Pay As You Go meter

A Pay As You Go meter is similar to a pay as you go phone contract – instead of paying a monthly bill, you’ll top up as you use energy. Some people find this a more manageable way to keep on top of their usage.

Pay As You Go is a variable price, rather than a fixed contract which can mean it’s a bit more expensive than a pay monthly plan. We would give you plenty of warning if your prices are going to go up, but it’s worth bearing this in mind.

If you don’t want to go to the shops to top up, with a pay as you go smart meter you can top up online or through the OVO Energy Top-up app (search in the Apple App store or Google Play). You do also have the option to top up in a designated shop, if you’d prefer. You can get a smart meter installed at no extra cost. 

If you’ve already got a Pay As You Go smart meter the following forum topics might be helpful to you:

Find out more about what happens if your Pay As You Go meter runs out of credit.

If you depend on medical equipment or refrigerated medication, Pay As You Go might not be right for you. That’s because if you run out of credit on the meter your supply will go off. 

If you do rely on mains powered equipment or medicine refrigeration, please let the support team know and they can inform the DNO so that you are warned about planned outages and re prioritised in power cuts. We’d also recommend you sign up to the priority services register. 

Energy Efficiency Advice

The more energy efficient your home is, the less money it’ll cost to run. Find out how OVO can make your home more energy efficient here. 

Check out this forum guide on energy efficiency advice over winter:

Direct Debit

A Direct Debit can be a cost effective way to manage your energy account. 

• You get a cheaper rate if you’re on our variable Simpler Energy plan
• You don’t have to think about it – it’s all done automatically each month
• You don’t need to worry about forgetting or missing a payment
• It can help you budget as you know how much is going out of your account each month and when
• It spreads your year’s energy costs evenly over 12 months

These forum topics offer more information about direct debits:

What other schemes are available to offer financial support?

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). If you get any of the following benefits, this might be helpful for you: 

• Income-Based Jobseeker’s Allowance
• Income Support
• Income-related Employment and Support Allowance
• Pension Credit
• Universal Credit (but only if you’re not working)

For more information, contact Jobcentre Plus (or your pension centre if you’re on Pension Credit).

You’ll need to tell them:

• That we’re your energy supplier
• The amount of money that’s owed 
• Your OVO account number
• Your National Insurance number

If you Pay As You Go for your energy and would like to sign up to the Fuel Direct Scheme, we’ll need to switch your meter to credit mode (pay monthly) first.

Warm Home Discount Scheme

You might be eligible for £150 credit towards your energy bills through the Warm Home Discount Scheme. Unfortunately, applications have closed for this winter. They’ll reopen later in the year for next winter. You can apply if:

• You’re on a lower income
• You’re getting the Guarantee Credit element of Pension Credit

Find out more about the Warm Home Discount here.

We’ll also keep this forum topic updated with the latest advice for warm home discount:

 

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. If that’s the case, you could be eligible for £25 credit for each 7-day period (between 1 November and 31 March).

You might be eligible for Cold Weather Payments if you’re getting:

• Pension Credit
• Income Support
• Income-based Jobseeker’s Allowance
• Income-related Employment and Support Allowance
• Universal Credit
• Support for Mortgage Interest

Find out more and see if you’re eligible 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. 

Charities and third party organisations that offer advice and support

For free, independent advice on debt, energy bills, and other areas where you might need support, these organisations and charities can also help: 

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.

Priority Services Register (PSR)

You can sign up if you or anyone in your household might need practical support, when it comes to managing your energy. That could be because of a medical reason, you’re pregnant, you have children under 5, you’re over 65, or you don’t read or speak English well.

What does the PSR offer? 

• Gas Safety Checks
• Engineer Passwords where you can agree a password with your supplier that the engineer will give you before entering your property
• Adapted communications including black & white print, braille, large print
• Warnings about planned power cuts in your area
• Regular meter readers to attend your property

Find out more about it here.

If you’re deaf or have hearing problems

We’ve teamed up with SignVideo to provide a free online BSL interpreting service available from Monday to Friday, 9am–5pm. You can find out more on our website. 

For anyone who’s deaf or hard of hearing, we also have web chat and WhatsApp digital channels to speak to our Support team, and an online account which allows many actions to be performed by the account holder. 

Text Relay Service:

If you are speech impaired or hard of hearing, add 18001 before any OVO contact number for text relay services.

Language Line

If English isn’t your first language or you want to speak to someone in your own (or preferred) language, we've partnered up with Language Line. 

Financial support for oxygen concentrator

If you use an oxygen concentrator for a disability or health condition, you can get money back for the electricity it uses. The installer of your oxygen concentrator will be able to tell you more about how to claim your rebate. 

• London or the South West, contact Air Liquide Healthcare on their website
• the North West, Yorkshire and the Humber, or the West Midlands, contact Baywater Healthcare on their website
• the East of England or East Midlands, contact BOC Home Oxygen Service on their website
• the North East or the South East, contact Dolby Vivisol Home Respiratory Care on their website