Transfer of ownership rights and generated funds from solar panels following house purchase.

Hey @JOP,

Really sorry to hear this,

I’ll ask Forum_Support to reach out please keep an eye on your private messages. 

Keep an eye out here @JOP 

https://forum.ovoenergy.com/inbox/overview

If you get somewhere, please let me know. Seems like this is a common problem with OVO.

I submitted my change of ownership application on 10th August (almost 5 months ago) and I haven’t been able to get it sorted either. The change of ownership form states that the process could take up to 6 weeks!

I was asked to provide an alternative form of proof of ownership on 31st August, which I duly provided on 7th September. Since then I have heard nothing. I called on 30th October to ask for an update and was told they didn’t know why it was taking so long and my case would be escalated and someone would call me. I was provided an escalation number and have yet to receive that phone call (over 2 months have passed). I emailed the complaints department on 7th December but received no response other than an automated response claiming that they would try to respond within 2 days. I emailed their complaints department a few days later regarding an unrelated matter and received a response the next day, so it appears the FIT customer service team is non-existent. I’m now currently waiting for 8 weeks to pass from my complaint email before taking the matter to the energy ombudsmen. 

Yes!! I’ve only been waiting 6 months and I thought that was bad enough so well done for lasting a year! The FIT call centre is an absolute disgrace. They’re utterly incompetent and I get a different story every time I call! That’s if they don’t hang up on me first! That has happened several times and I think it’s because they haven’t a clue how to deal with me and instead of trying to help and deal with it they just hang up. I tried escalating several times and once got to speak to a so called manager/supervisor who was quite condescending and told me that it was all sorted out.. that was 3 months ago and it wasn’t sorted at all. Nobody ever gets back to me, I’ve lost count the amount of e-mails and calls pleading for somebody somewhere to actually call or even mail me to tell me what’s going on but I get the grand sum of ZERO back from anyone, it’s an absolute joke!

This is what happens when you outsource call centres though!

Hey @AyronC,

I’m sorry to hear of your frustrating experience, 

If you’ve raised a complaint, and they are unable to resolve your complaint within eight weeks, the next step would be the Ombudsman.

If you want us to check how the team has handled your complaint, you can ask for an internal review. You can do this at any stage of the process. Even if you’ve agreed to a solution with OVO, you might then decide it wasn’t the right one. You can contact OVO and ask for an ‘internal review’. 

You can find out about our full complaint procedure on the website. 

Hi All,

Like several of you here, I recently (02/10/23) moved into another property that has solar panels which were owned outright and came with the sale including a contract for FIT payments.  I sent off all the relevant documentation including a handwritten letter from the previous owner relinquishing ownership. To date I have heard NOTHING back from OVO even though we’ve made numerous phone calls, sent several emails and chatted online. Three months and counting. Like many of you we keep getting sent from pillar to post and no resolution.  Would it be possible to take a collective action against OVO or can anyone suggest where we can go from here; an energy Ombudsman?

Yours frustratingly and thanking you in advance 

Marcel Droog

Well, my last call was on 28/11 and I was told to “give it 4 weeks”. Being generous in nature, I’ll give it 8 and call them again at the end of January. That timeframe will bring me close to 8 months since sending my forms in with not a single useful update.

As for raising a complaint … I did that last year but the person who called me didn’t know what my complaint was about, then said they couldn’t help me, asked me if I wanted to raise a complaint about the poor handling of my complaint AND THEN suggested I email the FIT team (which just auto-replies to say how busy they are).

Honestly, I have never had the misfortune to deal with such an inept company in my life.

Same here.

sent my forms and proof of ownership, etc on 13/6/23 and have got absolutely nowhere.

I raised a complaint after about 3 months but the lady who called had no idea that my complaint related to FIT & Change of Ownership, so couldn’t help me other than suggest I email the FIT address which (as we all know) is just an auto-reply bucket.

I last called on 28/11 (after receiving an ‘escalation’ code) but got exactly the same experience of “can’t help”, “don’t know how long it’ll take” and “maybe call back in 4 weeks”. The guy couldn’t find my forms until I 1) told him the exact time & date of my email and 2) questioned whether he was trying to tell me Ovo had lost my personal information. Magically, he then located it (or so he said).

I’ve never dealt with such an inept, unfit for purpose and unhelpful “service” in my life and, what’s worse, is nobody seems responsible.

I will be at 8 months the next time I call, which is clearly unacceptable. What is the next step, do we think?

Tony, check my post from the other day.. It’s almost a carbon copy of your issues. Somebody on here - Abby_OVO arranged for somebody to contact me by private message and they said they would look into it..
 

We have changed ownership of our account back at the beginning of 2023 when we were still with SSE. We haven’t received any payment since we switched ownership of our account. When we call OVO they say they cant find us on their system and that the account is still in migration. We’ve been getting told this for months now and its getting frustrating. When we call to complain or chase things up noone ever gets back to us. Has anyone else had this same problem? how do we fix it?