Extra Support

There are various occasions where you may be contacted by a Debt Collection Agency regarding an energy debt that you do not believe you owe. This article is about when and why it might happen to you, and what you need to do if/when it does happen to you. Most of this is based on personal experience - In the last few years I have had to deal with multiple Debt Collection agencies during a very long running 'Final Billing' dispute.(The old supplier was persistent and would instruct another as soon as I had seen one off, even after the Energy Ombudsman had ruled their billing invalid. That dispute is now over - the supplier involved finally accepted the Ombudsman Ruling).Some parts are based on earlier experiences and observation of other disputes. Since I started sharing this advice many people have thanked me - because this advice does work. So I have collected various previous posts together to make this article. So let’s get started on dealing with the letters that you may be getting- Often these letters arise from the process of moving home, particularly for rented housing.Some disputes arise about bills due at your previous property after you left, some about bills due at your current property before you moved in. There is advice here about what you need to do when moving home to help avoid those problems happening: However even when you have done things correctly the person after you or before you may not have done it right - and so you may still find yourself being contacted by a debt collection agency after a home move. You may find that you are getting Debt Collection letters addressed to you by name, or to a previous tenant/owner by name, or just to ‘The Occupier’.(Occasionally you may get one addressed to the landlord, for a bill while the property was between tenants, but you can just pass that to the LL). If there is no home move involved then you may have a billing dispute with your supplier. There are two Important Facts that you need to realise about a Debt Collection Agency: Firstly :- The Debt Collection Agency are NOT your energy supplier. Complaining to your energy supplier about a Debt Collection Agency will NOT stop that Debt Collection Agency from contacting you demanding payments. You need to deal with the Debt Collection Agency yourself if you want to stop them contacting you. Secondly :- The Debt Collection Agency are not interested at all how the alleged debt is said to have arisen.They are not negotiators, they are not mediators, they are not adjudicators, they are not there to help you do anything other than pay them money.Their job is simply to try and collect what someone has told them is an outstanding debt. Nothing more than that. Once you take those two simple facts onboard then you will have much more success in dealing with them. Don't make the mistake of thinking that the Debt Collectors and the Supplier are working together, they are not and each is doing their own thing. How to deal with a Debt Collection Agency depends on what type of letter you have received from them, and on the circumstances. Click these links for how to reply to the letters that you may get from a Debt Collector: 1. Letter addressed to ‘The Occupier’ about a debt at your current property 2. Letter addressed to another person by name about a debt at your current property 3. Letter addressed to you by name about a debt at a property that you have now left 4. Letter addressed to you by name about a debt at your current property (see also #5) How to reply in more specific circumstances: 5. Letter to you about a debt but you are already disputing that debt with the supplier

As the colder months approach, the importance of having warm and welcoming spaces available for everyone grows. Whether it’s the need for a safe, cosy environment to escape the cold or a place to connect with others and feel a sense of community, the network of warm welcome spaces is there to help. What are warm welcome spaces? Our partners at ‘The Warm Welcome campaign’ bring together a network of designated spaces where individuals or families can come to seek warmth, comfort and community. Last winter, Warm Welcome Spaces hosted two million visits across 4,000 spaces. Where can you find them? They’ve partnered with several local venues to provide warm welcome spaces. These include: Local libraries Community centers Church halls Schools (specified hours) Charities To find a space near you, please visit the Warm Welcome Spaces directory . The directory also includes opening hours. What can you expect? Each space offers a variety of facilities to make sure time spent there is comfortable. Some of the facilities provided include: Heating facilities Hot drinksSeating areas Free Wi-Fi Activities and events Information and support services Staff and volunteers will provide an inclusive environment and will welcome you. Want to get involved? The Warm Welcome campaign thrives with the help of community volunteers. If you’re interested in volunteering your time to support these local spaces, here’s how you can get involved: Sign up as a volunteer in a space near you Donate supplies (blankets, books, non perishable food) Participate in fundraising or donate Details on how to get involved can be found on their website. Want to find out more? You can find out more about the campaign on the Warm Welcome Spaces website . Or if you have any questions for the forum team please post below and we’ll do our best to answer them. Need any extra support? The forum topic below might be helpful:

Updated on 20/01/25 by Emmanuelle_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (WHD) scheme is closed for the scheme year 2024/25 and will reopen again later this year. However, If a customer needs some assistance completing their WHD application please contact our support team. OVO Broader Group: https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme Boost Broader Group: https://www.boostpower.co.uk/help/support/how-do-i-get-the-warm-home-discount Ways to get financial support 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 . How do I register for the Priority Services Register (PSR)? Check out the Customer Support package here: https://winter-support-package.ovoenergy.com/ 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 . If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here 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 Find out more about our partner ‘The National Support Network’ The National Support Network is a database containing thousands of trusted external services including charities and self help resources. Their specialist support hub is a quick and easy way to access support. The aim is to help connect individuals or families with the help they need in various areas of life such as health, education, emergency services and energy. Here’s some of the amazing areas The National Support Network can support with: Energy assistance Rising energy costs have affected many households. ​Financial assistance: Turn2Us is a national charity providing financial support for people in need. Healthcare support Access to healthcare is a fundamental right and there are numerous services available to make sure people receive the medical care they need: NHS Services: Visit the NHS website for information on medical assistance, hospital locations, and appointments. Mental Health Support: Mind offers advice and support to empower anyone experiencing a mental health problem. Prescription Assistance: Pharmaceutical Services Negotiating Committee (PSNC) provides information on accessing free or discounted prescriptions. Educational resources Education can increase confidence and open up opportunities. It’s vital that people have access to the resources to help personal and professional growth. Student Support: Government Student Finance provides information on student loans, grants, and scholarships. Adult Learning: Workers' Educational Association (WEA) offers courses designed to help adults gain new skills and qualifications. Online Courses: FutureLearn provides a variety of free online courses from renowned universities and institutions.

Updated on 20/01/25 by Abby_OVO We know that when someone passes away, speaking to an energy company may be the last thing you want to do. LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us. You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next? Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold. Other ways to register a loved one's passing with OVO? By filling out this form on our website . By calling our dedicated team on 0330 175 9683 (Mon-Fri, 9-5) Or by emailing bereavement@ovoenergy.com What will we need from you? When you get in touch with us, there are a few things we’d need: The name of the account holder whose passed away, account number, address and date of death If you can, an up-to-date meter reading If you’d like more information, this topic may be helpful to you: We also have dedicated help articles on the website about this topic. If you have any questions that aren’t answered by the FAQs, please comment below and we’ll be happy to help.