How can I contact the OVO Feed-in tariff (FIT) team?

I have just received the latest statement regarding solar generation. The reading shown on the statement is not what my records show. The statement reading is much higher than my records show, which means the statement value is approx 67% less than I would expect.

I have just been moved from SSE to OVO and there has been total chaos in the transfer, with conflicting information from SSE & OVO, neither team prepared to solve problems, etc.

Has anyone else experienced this type of issue?

Hey @Chris Brummell,

I’m sorry that you’ve had issues with your transfer.

If you would like to speak to our FiT Team on the phone you can by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so. They should be able to look into this for you.

Hope this helps. 

Hi Emmanuelle

Thanks for the info, but that phone option (4) doesn’t exist and the other options do not relate to FIT or renewables.

This is exactly the kind of issue I have been having for months.

No one has responded to the email (sent to fits@ovoenergy.com).

Could you please provide details of the Complaint Procedure.

@Chris Brummell 

Here is information on the procedure

https://forum.ovoenergy.com/

You can also post a 1 star review on Trustpilot which has helped for some customers

https://uk.trustpilot.com/review/www.ovoenergy.com

You can always include a link to this thread if you think it will help

https://forum.ovoenergy.com/my-account-140/incorrect-fit-submission-reported-13796

Hi Chris, 

Your note exactly replicates my experience getting paid (eventually) after numerous pieces of advice that didn’t work and hours and hours on the phone, plus a formal complaint. 

I switched to Octopus at the end of November and am still waiting for payment for Oct and Nov, anticipating that I will have to go through the whole procedure again. 

Octopus paid me for December on January 3rd. I’d strongly recommend switching. It’s a minor hassle compared with dealing with OVO.

Ruth

Hi Ruth

Thanks for the feedback. I get the impression that all providers are equally poor. They work on a percentage basis - if you are in the 1% they are happy to lose, tough.

The latest is: OVO state my email is not associated to an account (despite OVO sending the statement to my email 🤔), so emails won’t be processed. If I try to call, I need an account number which OVO hasen’t provided (the statement just shows FIT ID), so there is no way to work through the complaint process.

In other news, electricity usage in January was £511 (incl standing charge) which averages £16.48 / day. Our meter has NEVER shown over £16, so standing charge must be over £2 / day now. Really?

It is shockingly bad and Customer Service is appalling.

However, I have now emailed the CEO of OVO and apparently they have assigned an “advanced resolution specialist” to look into it.

We’ll see what happens.

These are the last annual stats from Ofgem on FIT payments

OVO £3,956,904.20

SSE £182,875,999.56

This shows very starkly what has happened in terms of FIT customers transferring. These are totals so some care is needed when comparing like with like. 

SSE was one of the biggest FIT processors, OVO one of the smallest.

In some ways i am not surprised the OVO team and processes were overwhelmed for a time, and it still appears there are issues looking at the posts.

Octopus have nearly the whole market for the replacement SEG scheme in the latest SEG stats. They probably simply have more staff and better processes right now for taking on new SEG and FIT customers. 

Sure, OVO are struggling. I’m sure they find it hard to attract and retain good people.

But, they have made life harder for themselves (and therefore requiring greater resources), by not getting systems sorted out.

E.g. put account number on statement, ensure email is correctly matched to account, provide rapid escalation, etc, etc. Some of this is migration of data from SSE to OVO systems.

None of these are difficult.

They are contractually obliged to make payments accurately and on time. They don’t.

Fortunately for OVO, the Regulators are even more incompetent and Citizens Advice are buried in issues, atm. 

I don't disagree with anything you have written 😊