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On-the-phone-90-minutes
Rank 1
August 5, 2025
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Booked a one off boiler service a while back - struggling to get hold of certificate

  • August 5, 2025
  • 6 replies
  • 272 views

About 18 months ago I booked a one off service through OVO Energy. I don’t have an account with them. The service was completed and paid for, however I never received the certificate which was meant to be sent once payment was received.

 

 I’ve spent the best part of 90 minutes speaking to OVO on the phone, being redirected to multiple people, none of whom seem to know how to help.

 

 The latest I heard is that this service was run by Kantan and that it’s no longer run anymore. I was given a number to call them on, but this number was out of Service.

 

 Does anyone know how I can get hold of this certificate?

    Best answer by Nukecad

    hi ​@On-the-phone-90-minutes 

    Do you mean a landlords Gas Safety Certificate?
    By law landlords need to have one for each property they let which has gas.

    They are not really needed by homeowners but you might want to have one if selling a property (or see one if buying).

    However if you have paid for one then it should have been provided.

    https://www.gassaferegister.co.uk/gas-safety/gas-safety-certificates-records/gas-safety-record/

     

    I just checked Kantans’ ‘What does a boiler service include’ webpage and while there a webchat popped up in the bottom-right corner, so it appears that they are still contactable.

    https://help.kantan.co.uk/en/articles/6501918-what-does-a-boiler-service-include

     

    6 replies

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    August 5, 2025

    Hi ​@On-the-phone-90-minutes ,

    I’ll need to get a Forum Moderator to help with this one. Please can you confirm the type of service you’re talking about and I can ask for this to be looked into.

    Thanks!

    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!
    O
    Rank 1
    On-the-phone-90-minutesAuthor
    Rank 1
    August 5, 2025

    It was just a one off Boiler Service.

     

     Thanks

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    August 6, 2025

    Hey ​@On-the-phone-90-minutes,

    This topic was posted in ‘ideas’ as it’s a question, I’ve moved it to ‘home & heating’. Sorry fot the issues you’re having, I’ll ask about this internally & get back to you 🙂

    Renewable Energy? Big Fan.
      Nukecad
      Super User
      NukecadSuper UserSolved
      Super User
      August 6, 2025

      hi ​@On-the-phone-90-minutes 

      Do you mean a landlords Gas Safety Certificate?
      By law landlords need to have one for each property they let which has gas.

      They are not really needed by homeowners but you might want to have one if selling a property (or see one if buying).

      However if you have paid for one then it should have been provided.

      https://www.gassaferegister.co.uk/gas-safety/gas-safety-certificates-records/gas-safety-record/

       

      I just checked Kantans’ ‘What does a boiler service include’ webpage and while there a webchat popped up in the bottom-right corner, so it appears that they are still contactable.

      https://help.kantan.co.uk/en/articles/6501918-what-does-a-boiler-service-include

       

      I said, Hey - Watts going on.
        O
        Rank 1
        On-the-phone-90-minutesAuthor
        Rank 1
        August 6, 2025

        It was just a Boiler Service for a residential property.

         

        I can try contacting Kantan directly, thanks for the link. Given I booked the service through Ovo, it’s obviously really poor that they’re unable to help and that I now need to contact another company.

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        August 7, 2025

        Hey ​@On-the-phone-90-minutes, 

        Can you please private message me with your name & address? I’ll get the team to look into this. 

        Renewable Energy? Big Fan.
        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