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    How to share ideas for improving our online services

    Updated on 24/03/26 by Ben_OVO Your guide to using the ‘Ideas’ area of the OVO Forum We want to build fantastic products and tools with our customers,...

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    131 Ideas

    W
    Rank 1
    webbo247Rank 1

    Live tracking of Power Move Challenge progressOpen for votes

    Rather than getting a mid month update and then being “in the dark” (not literally!) until month end as to whether you will hit the target or not, could the % not be made available in the usage analysis section on a live basis?There are lots of other pieces of usage analysis that update daily 1 day in arrears & this would be a very useful addition

    2
    Tim_OVO
    Forum|Forum|2 years ago
    Firedog
    Super User
    FiredogSuper User

    Allow access to account.ovoenergy.com for more than 30 minutes at a timeOpen for votes

    The access token to the account pages currently has a life of only 30 minutes. I’m not sure why this is, although I’m prepared to be told that it’s for ‘security reasons’.This is infuriating for some users (i.e. me) who refer to their account data regularly throughout the day. When spending time in the forums helping other customers, it’s often necessary to visit an account page just to confirm the precise wording or layout before making suggestions, or when struggling with a spreadsheet whose numbers don’t match the ones I see online.By all means leave the default at 30 minutes so a customer’s account details aren’t still available long after he’s left the computer he was using. But I’d ask for an option to stay signed in (e.g. for 24 hours at a time) requiring a new sign in each day. We see this sort of device-specific option at many other sites that hold potentially sensitive data: Ebay  Amazon   [This might also address the current regular  Something went wrong  warning when trying to post in the forums.]

    2
    Tim_OVO
    Forum|Forum|2 years ago
    C
    Rank 1
    chrispirie84Rank 1

    Energy Price CalculatorOpen for votes

    A lot of people have concerns about energy bills. It would be great is there was a calculator that allowed you to look at your past consumption and price and potential future cost compare it to a set of predefined defaults (such as the standard rate) or a calculator you can enter.  This will make it easier for customers to understand how price changes could affect them or how by reducing their energy use it could save money. my pension provider has tool like this to help you explore your options. . 

    9
    Tim_OVO
    Forum|Forum|2 years ago
    N
    Rank 1
    NickcyclistRank 1

    Smart meters with bluetooth and broadband connectivity.Can't be done yet

    If smart meters had broadband WiFi capability, it might help in areas of poor 4G signal. As a backup, the meters should have Bluetooth connectivity too, so that in the last resort we can report our readings via the app/Bluetooth without having to grovel in dark places where the meters are installed.

    10
    Blastoise186
    Super User
    Forum|Forum|2 years ago
    C
    Rank 4
    Colin WheelerRank 4

    Add a box to the meter reading submission page on the website and a print button to record the submission figures, time and date.Can't be done yet

    I don’t see evidence this idea has already been submitted. This would save time and money for OVO, in dealing with unescessary queries, and give customers peace of mind that their figures were in process, and make billing more accurate. Most companies have this system in place and require photo evidence periodically the the metering is being recorded accurately Not all customers are signed up to the SEG system of calculating their export as being 50% of their generation, Some of us actually have systems that predate the SEG system or were deemed too large for it. They have meters “Smart” or otherwise that give an accurate export figure based on their back feed to the grid. (we have such a system installed in 2012)    For us, and them, it seems OVO’s procedure is to contact the FITS team and give them the figures over the phone, This is both time consuming and labour intensive for OVO  and not reassuring for the customer.It would also be easy for OVO to limit access to this box to only certain customers via their logins if there  was deemed some kind of security issue.Non online customer can still use the current “Phone in” system, if prefferred. 

    8
    Jeffus
    Rank 20
    Forum|Forum|2 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Enable the ability to submit FiT/SEG Readings and account management via MyOVOCan't be done yet

    This seems to be a hot topic, but it would be useful to enable submitting FiT and SEG readings via MyOVO as well as having some form of basic account management to reduce the load on the FiT and SEG Teams.Mostly just where payments need to be sent, submitting meter readings and viewing the history. Nothing too fancy!

    9
    Tim_OVO
    Forum|Forum|2 years ago
    S
    Rank 1
    SukicatRank 1

    Label the online account usage charts to make it clear if they are BST or GMTOpen for votes

    Please can the Usage Daily Charts indicate whether they are on BST or GMT? Thank you

    7
    Tim_OVO
    Forum|Forum|2 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Fix the issue where a daily meter reading is missing everty quarterCompleted

    Fix the issue where a meter reading is missing every quarter.  

    36
    Tim_OVO
    Forum|Forum|2 years ago
    S
    Rank 1
    SukicatRank 1

    Path to Zero / Power Move progress chartOpen for votes

    Would it be possible to highlight the Path to Zero Challenge time slot on the Usage chart? It would make it easier to see when electricity is being used in relation to the time of day. Also it would help clarify it when the clocks change. 

    5
    Tim_OVO
    Forum|Forum|2 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Reduce the time to process refunds from 10 to 3 daysCan't be done yet

    You can request a refund of some of your credit online or via the Support Team. OVO currently say it will take up to 10 days to process a refund.This is a very long time given automated processes, faster payments etc.EDF for example quote 3 daysI think it is reasonable to ask OVO to reduce the time to process refunds of credit to 3 days given the cost of living crises. 

    7
    R
    Forum|Forum|2 years ago
    M
    Newcomer
    Matt 4567Newcomer

    Show the daily usage view, with data from a longer periodOpen for votes

    It’s nice to see the energy usage over a day, split into 30 minute intervals.However, it would be Really Nice to see that graph with data from the whole month, or ideally any specified period.  A super-advanced version of this feature would show All Weekdays, Saturdays, Sundays separately.This seems like an obvious omission: the user’s average half-hourly usage, as distinct from that from a given day, which might not be representative.

    7
    Emmanuelle_OVO
    Forum|Forum|2 years ago
    J
    Rank 5
    jamesb27Rank 5

    Print a receipt for card paymentCan't be done yet

    I would like to be able to print out a receipt on my PC for a payment i have just made in my account using my debit card.

    11
    M
    Newcomer
    Forum|Forum|2 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    The ability to update Priority Services Register status/settings via the OVO Energy appOpen for votes

    As some people may know, both myself and @Jeffus are big fans of being able to do stuff via self-service whenever it’s practical.Currently, it’s already possible to register for Priority Services Register for the first time via the app, but impossible to make changes later because it won’t let you. This feels like a missed opportunity and it would be really nice to make the task easier, especially for those who are temporarily on the PSR and want to let OVO know they no longer require it.If this could be enabled in the app, it’d be yet another handy step towards further independence for some members, while also freeing up time for OVO’s Support Team.

    4
    Tim_OVO
    Forum|Forum|2 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Improve the OVO process for automatic GSOP compensation paymentsOpen for votes

    Improve the OVO process for  automatic GSOP compensation payments. From posts on the forum it appears GSOP compensation payments are often not made automatically and customers have to chase them. Perhaps a review of the process is needed with some additional functionality on the website and app.  

    9
    Jeffus
    Rank 20
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Add Region to the Plan pageOpen for votes

    It would be really useful to add Region to the Plan pagehttps://account.ovoenergy.com/planThis would really help customers and queries related to the Ofgem price cap which vary by region. It would save users having to look up their region. For example herehttps://www.energybrokers.co.uk/electricity/pes-areas/search

    5
    Jeffus
    Rank 20
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Stop chasing customers on Fuel Direct Payment Plans within 24 hoursCompleted

    Stop chasing customers on a Fuel Direct payment plan after 24 hours similar to some other suppliersShame on OVO, in my humble opinion, for not treating some customers with more respect.   

    8
    Tim_OVO
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Sort out the issues with the OVO registration/passwordOpen for votes

    We see weekly issues raised with the OVO registration/password.Some we are told is due to timingSome we are told is due to email clients,although it doesn't seem to be issue for other companies sometimes. Can someone in OVO finally sort this  sort this out? I don't think that is too much to ask. The forum is full of examples. Here are a few to get started. It is not clear what is going on or what ovo is going to do about it.   

    24
    Jeffus
    Rank 20
    Forum|Forum|3 years ago
    B
    Rank 1
    BritasRank 1

    EV Charge Anytime app- Scheduled StartOpen for votes

    Hi,I LOVE the savings on the OVO/charge anytime app as well as looking after the planet and charging in those off peak/low demand hours.BUT I know there is a ‘Charge by’ finishing time on the app BUT could you put on a START time??Most people get home from work and plug the car in,For the next 2/3 hours it starts, stops, starts, stops, starts, stops etc etc and doesn’t really start charging till 8/9/10pm which is fineSo can we PLEASE have the option to START at a scheduled time.Would be better Battery health, and probably better for the electricity grid that the stop/starting of thousands of electric cars?Many ThanksCarl Britton

    4
    Blastoise186
    Super User
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Add 30min/hourly cost data to the usage pageOpen for votes

    The daily usage page on the website and the app doesn't currently show cost data for the 30min/hourly slots. It only displays kWh data for the slots. It would be useful to show cost data. It is available on the monthly and yearly page.  

    25
    BPLightlog
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Add Future Annual Consumption for Gas and Electricity to the Plan page on the appOpen for votes

    A Future Annual Consumption figure for Gas and Electricity is displayed on the Plan page on the website but is not displayed on the App.This is becoming increasingly important with the cost of living crisis as it is used by OVO when calculating direct debits. Also unfortunately we have seen a few instances where the Future Annual Consumption appears to very inaccurate vs actual recent usage and historical usage,  Also in some cases it appears the Future Annual Consumption is not  updating particularly quickly. Hence it is important these Future Annual Consumption figures are easy to find so customers can self diagnosis potential issues easily prior to contacting the OVO support team.   

    33
    Firedog
    Super User
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Better support for Samsung DeX and other large screen devicesOpen for votes

    Recently, I’ve been making more use of Samsung DeX on Dewott for various reasons, not least because it provides even more unique ways to break the OVO apps. :)The OVO Energy app works fairly well on DeX, but it would be nicer if I didn’t have to move my mouse through an entire city just to switch between Payments, Usage and Account tabs. If the app could also scale up a bit better to take advantage of the available space, that would also help a lot when using it via DeX or on any larger screen. 

    3
    Blastoise186
    Super User
    Forum|Forum|3 years ago
    Firedog
    Super User
    FiredogSuper User

    Email as login: handle plus '+' aliases properlyOpen for votes

    Some customers may use site-specific email aliases like name+site@domain.tld for increased efficiency and security when signing in to account.ovoenergy.com. OVO’s email system currently distinguishes between an alias and its underlying address. This means that email sent from name@domain.tld is not recognized as originating from the user whose login username is, say, name+ovo@domain.tld.I suggest that this be changed. 

    6
    Tim_OVO
    Forum|Forum|3 years ago
    Blastoise186
    Super User
    Blastoise186Super User

    Enable self-service Direct Debit bank account changesOpen for votes

    This might be an interesting one.But I think it might be handy to make it possible to change with bank account is used for Direct Debits via MyOVO. I’ve seen this ability before elsewhere, so it might be nice here.The idea being:I use MyOVO to change the linked bank account The system sets up a new DD Mandate with the newly selected account First DD is taken from that account OVO rips up the DD Mandate from the old bank account to let it expireI’m a big fan of self-service and I might help with cases like this one: 

    4
    Tim_OVO
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Reduce the minimum credit balance for Direct Debit customers when requesting refunds onlineOpen for votes

    There is a feature online for customers to request a refund of some of their credit balance.By default online customers can request a refund online if they have a minimum of 3 months direct debit payments as credit.Customers can contact the Support Team to request further refunds but this is very time consuming and not a great use of the support team when they could be resolving complex issues.We have a significant cost of living crisis and for some people having 3 months direct debit tied up means they will struggle. We shouldn't need to have to try and phone up to request an additional refund of credit, it should be self service. The idea is to reduce the minimum credit balance to 2 months worth of direct debit payments when applying for a refund onlineThis seems like a reasonable and pragmatic change given the current cost  of living situation, while limiting the downside risk of customers getting into too much debt.  

    4
    Jeffus
    Rank 20
    Forum|Forum|3 years ago
    Jeffus
    Rank 20
    JeffusRank 20

    Add ability for OVO Support Team to reset the Future Annual Consumption figuresCan't be done yet

    We have seen several instances where the starting Future Annual Consumption figures are significantly higher than customers historical usage.At present it appears there is no way of the OVO Support Team to reset the Future Annual Consumption. It is taking a considerable amount of time for the system to automatically adjust the future figures, and we are yet to see the examples of the system correcting in a reasonable time.This is impacting direct debit payments of people on fixed and variable contracts. 

    36
    Jeffus
    Rank 20
    Forum|Forum|3 years ago

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    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