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Question

Heat Pump Plus tariff

  • November 27, 2025
  • 8 replies
  • 171 views
J
Carbon Cutter*****
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Hi,

I have recently had a Vaillant aroTherm Plus heat pump installed, which is eligible for the Heat Pump Plus add on.

I have entered all details in the eligibility checker and got a message back saying that OVO will get in touch in the next 5-7 days. It has been more than 3 weeks and I haven't got any correspondence with OVO.

I have sent an email to OVO, and also I have been redirected to Heat Pump department but the line just drops after a while.

I have exhausted all communication channels to get to some one to no avail.

Any recommendations as what to do now? Basically their tariff is the main reason I signed up with OVO but I cannot do a simple thing of adding their tariff.

8 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • November 27, 2025

Hi ​@johndunbar ,

Let me get ​@Ben_OVO for this - he’s likely to have an answer for you.

Bear with us!

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Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • November 27, 2025

Hiya ​@johndunbar and thanks for the nudge ​@Blastoise186.

 

I’ve asked internally about this and will let you know if I hear back.

 

Cheers!

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Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • November 27, 2025

​@johndunbar please try reaching out to the Heat Pumps team directly:

 

Phone: 0333 034 1565
Email: heatpumps@ovo.com
Mon-Fri 9am to 5pm

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J
Carbon Cutter*****
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • November 28, 2025

I spoke to someone from the Heat Pump department at OVO, and they said that I should have received an email from Vaillant asking me if I want to share heat pump login details with OVO, however I have never received such email (checked spam as well, nothing). So OVO will email Vaillant again, fingers crossed Vaillant will email me this time.

Thanks for the help.

Ben_OVO
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • December 1, 2025

Morning ​@johndunbar, I hope you’re well and had a good weekend.

 

Great to hear that you got through to someone in the right team in the end. Hopefully Vaillant will be in touch soon. 

 

Keep us updated as to how you get on, cheers!

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J
Carbon Cutter*****
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • December 3, 2025

After not getting any emails from Vaillant, and resubmitting my login details to OVO, I just got back from OVO saying they have suspended accepting new customers to Heat Pump Plus!

Very disappointing as that was the main reason I switched to OVO. I am seriously now considering going elsewhere as I am on Simpler Energy tariff which has a flat rate for the whole day, so my bills are currently quite high.

J
Carbon Cutter*****
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • December 3, 2025

Discussion on Reddit: Ovo Paused taking on Heat Pump Plus customers

Summary: no one knows what is going on. Many switched to OVO just for that tariff and are now left with any support for the cleaner energy.

J
Carbon Cutter*****
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  • johndunbar
  • Author
  • Carbon Cutter*****
  • December 3, 2025

Further info I got from OVO:

We’ve just been advised to stop all new sign-ups to Heat Pump Plus indefinitely. Unfortunately, this is a decision made at a wider level, and I don’t have further details on when this may change.

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