Rank 1

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

Forum|Forum|9 years ago
March 10, 2017
77 replies
30815 views

I have an outstanding problem concerning FIT payments for several periods whilst my smart meter was faulty and subsequently replaced. Despite sending numerous emails and trying to make contact by phone, I am getting no answers or response. Is there a problem at OVO

Best answer by Tim_OVO

Updated on 21/04/26 by Abby_OVO

Hi everyone and thanks to each and every customer that’s shared their experience on this thread.

There’s a few different things being described here but I’ll try and offer as much help as I can.

I’ve seen some customers here call out a delay in their payment. I’ve been advised that there’s a few different reasons why this might happen, such as missing a requested meter photo. I know some people have called out sending in photos and not getting a reply. I’m passing on this as feedback and I know the team are working flat out to get to everyone as soon as possible.

If you’re only with us for your feed in tariff (FiT) or smart export guarantee (SEG) account, you won’t have access to the OVO online account portal. You can get in touch with the right team via their contact email of either; fits@ovoenergy.com or seg@ovoenergy.com.

Alternatively, you can speak to our team by calling 0330 102 7421.

Can’t log in? Use this link to activate your account:

https://account-activation.ovoenergy.com/confirm-email?

I’m sorry that you’ve had difficulty getting through to us. We’re working as hard as we can to get to everyone and we thank you for your patience.

Tim

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StillWaiting

Rank 2

Actually, OVO did notify customers in various ways - not least on both the SSE and OVO websites. Surely you must have noticed?

I only had a FIT account with SSE and they paid mostly on time, why would I visit their website or ask on their forum (that I didn’t know they had) about something I didn’t know was going to happen?

Arguably… You’ve also had six years advance warning that this was going to happen. SSE first announced their intention to quit the market and sell to npower back in 2017.

No I was not aware - I don’t follow the news on SSE.

As for the other stuff… This forum has been open for over five years now if memory serves. Plenty of time to have stopped by and asked questions…

And you only choose now…?

Why would I have been on the OVO web forum years ago when I was not one of their customers and I was not aware that years in the future I was going to be transferred to them?

I have never received a notification from OVO about the change. The only contact I had was they sent and email to my wife about the change on the 31st of May 2023 saying My move is now complete. My wife’s email address is not associated with the FIT account!

Let’s get back to the main point, I still have not been paid. All the “we started the payment on 31st August and it will take 3 working days to arrive in your account” excuses are now no longer valid. They just need to just pay up.

Emmanuelle_OVO

Retired Moderator

Hey @StillWaiting and @Space Cadet,

Really sorry to hear you’ve had such a negative experience.

You can contact the FiT/SEG Team on fits@ovoenergy.com or seg@ovoenergy.com.

Alternatively, you can speak to our FiT Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

If you’re not getting anywhere there’s always the option to raise a complaint. There is more information about our complaint procedure on the website.

Hope this helps.

Renewable Energy? Big Fan.

S

StillWaiting

Rank 2

Hello Emmanuelle,

Thank you for the suggestion, but I have already spoken with the FITS team a couple of times to no avail, and I have raised a complaint, but am still waiting for them to get back to me.

I have an email from OVO on 16th August with my statement. The web site says that I will receive payment 7 to 8 weeks after the reading month, which would have been 25th August at the latest.

OFGEM say “You should receive this payment within 90 days of the date you provided the meter reading.” Which would have been 30th August.

Very frustrating, with the current meter readings given on 1 September, which I probably won’t receive until well into 2024, OVO now owe me a total of over £600. If I was with EON like my mother is I would have already received the September payment, they tend to pay within a couple of days.

it is very frustrating trying to get OVO to even acknowledge an issue let alone sort it out. As I said above to Blastoise186 mistakes happen, but it is how you deal with it and learn from it which is the crucial thing - and well I am not impressed so far.

Emmanuelle_OVO

Retired Moderator

Hey @StillWaiting,

That sounds really frustrating,

If your complaint hasn’t been resolved, there is an escalation process. After that, you can escalate to the Ombudsman. Hopefully it gets resolved before this though.

Renewable Energy? Big Fan.

Jeffus

Rank 20

Hello Emmanuelle,

Thank you for the suggestion, but I have already spoken with the FITS team a couple of times to no avail, and I have raised a complaint, but am still waiting for them to get back to me.

I have an email from OVO on 16th August with my statement. The web site says that I will receive payment 7 to 8 weeks after the reading month, which would have been 25th August at the latest.

OFGEM say “You should receive this payment within 90 days of the date you provided the meter reading.” Which would have been 30th August.

Very frustrating, with the current meter readings given on 1 September, which I probably won’t receive until well into 2024, OVO now owe me a total of over £600. If I was with EON like my mother is I would have already received the September payment, they tend to pay within a couple of days.

it is very frustrating trying to get OVO to even acknowledge an issue let alone sort it out. As I said above to Blastoise186 mistakes happen, but it is how you deal with it and learn from it which is the crucial thing - and well I am not impressed so far.

@StillWaiting did you resolve your issues in the end

S

StillWaiting

Rank 2

Hello Emmanuelle,

Thank you for the suggestion, but I have already spoken with the FITS team a couple of times to no avail, and I have raised a complaint, but am still waiting for them to get back to me.

I have an email from OVO on 16th August with my statement. The web site says that I will receive payment 7 to 8 weeks after the reading month, which would have been 25th August at the latest.

OFGEM say “You should receive this payment within 90 days of the date you provided the meter reading.” Which would have been 30th August.

Very frustrating, with the current meter readings given on 1 September, which I probably won’t receive until well into 2024, OVO now owe me a total of over £600. If I was with EON like my mother is I would have already received the September payment, they tend to pay within a couple of days.

it is very frustrating trying to get OVO to even acknowledge an issue let alone sort it out. As I said above to Blastoise186 mistakes happen, but it is how you deal with it and learn from it which is the crucial thing - and well I am not impressed so far.

@StillWaiting did you resolve your issues in the end

Hi @Jeffus,

They finally paid me, nine days later than the latest that they should, but no apologies, contact or anything. Sigh.

I gave them, the next FIT reading on the 1st September and still have not heard anything from them yet.

I have asked to be transferred to Octopus but this is an ongoing process with lots of questions and paperwork. Funny how SSE can just pass me to OVO without even telling me but I have to jump through hoops if I want to transfer!

S

StillWaiting

Rank 2

Just had my email from OVO detailing how much I am owed etc. it is the 13th November.

This is for the readings I gave on the 1st of September!

And they say I “should get my payment within four weeks” - if I don’t get the payment before the end of November then they are again outside the time frame specified by OFGEM but OVO don’t appear to care , don’t reply to complaints or anything. I am now telling everyone how bad they are and not to join them for anything.

Jeffus

Rank 20

I've just come to the end of my 11th year of FIT payments, all bar the last were with SSE, and I am now with OVO following their takeover of SSE.

Throughout those past eleven years I have maintained an Excel spreadsheet, recording the meter readings, date taken, the amount of power I’ve generated, the FIT rates, export rates and which calculated the amount that I was expecting to receive. In that 11 years, no physical payment has been more or less than a few pence away from my calculation…. until now.

I received an email 2 weeks ago regarding the payment for my June reading, which I still haven't received, giving me a payment of £10 less than expected. I know why its happened, as in the past I always submitted a reading to SSE in early April which coincided with the FIT rate change, however OVO now want them in March and June, (Sep & Dec) and then estimate how much of the generation between March and June are at the old and new rates.

I’m in the process of writing to OVO to ask how the estimate is done and if the change in dates from April and July to March and June was their decision or something imposed on them by Ofgem. Depending on their answer, I have my pen poised to raise the matter with Ofgem.

If I'm £10 down, I wont be the only person, and that could be a nice little earner for OVO. I would be interested to know if anyone else has experienced a similar issue.

Thanks

How did you get on @Space Cadet ?