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Different supply and billing address - how can I update the billing address?

  • August 7, 2023
  • 9 replies
  • 1103 views
S
Carbon Cutter****

My parents live in their own house but are getting on and have found dealing with everyday bills confusing.  For the last few years I have been having the bills sent to me and I would pay them on their behalf with SSE.

Since the change to OVO this sending of bills has stopped and I am not sure where the bills go (my parents say they are not going to them!)
It would be good if I could have the bills sent to me again so I can pay them - but not change the supply address. I know I can see the bills online but this is not what I want.
I can’t see how this can be set-up on-line.
Is it possible?

Best answer by BPLightlog

Updated on 19/08/25 by Ben_OVO

Our Support Team can amend the postal address of an account, however this must be requested by the account holder themselves, and Support will ask extra security questions to change any account details. If you choose to do this by email, the email must come from the registered email address, and you’ll need to include your full name, account number, date of birth, and the full new address and postcode. 

 

If there are vulnerabilities within the household, then it may be worth signing up for free services under the Priority Services Register (PSR). There is an option under the PSR to have copies of your statements sent to someone else of your choice.

 

 

 

 

Hi @Sohowestone , you will need the account holders to get in touch with customer support but I believe it should be possible 

Customer Support  -  tel:03303035063

It’s usual that the account holder needs to make the ‘change’ but you may want to be with them to sort 

Is there any reason that you want something other than online? That’s usually the quickest and up to date record

9 replies

BPLightlog
Plan Zero Hero
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  • BPLightlogPlan Zero Hero
  • Plan Zero Hero
  • Answer
  • August 7, 2023

Updated on 19/08/25 by Ben_OVO

Our Support Team can amend the postal address of an account, however this must be requested by the account holder themselves, and Support will ask extra security questions to change any account details. If you choose to do this by email, the email must come from the registered email address, and you’ll need to include your full name, account number, date of birth, and the full new address and postcode. 

 

If there are vulnerabilities within the household, then it may be worth signing up for free services under the Priority Services Register (PSR). There is an option under the PSR to have copies of your statements sent to someone else of your choice.

 

 

 

 

Hi @Sohowestone , you will need the account holders to get in touch with customer support but I believe it should be possible 

Customer Support  -  tel:03303035063

It’s usual that the account holder needs to make the ‘change’ but you may want to be with them to sort 

Is there any reason that you want something other than online? That’s usually the quickest and up to date record

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP}
Tim_OVO
Abby_OVO
Tim_OVO
Retired Moderator
  • Tim_OVO
  • OVO Forum Legend
  • August 8, 2023

Yep exactly as above, the account holder or a financially liable named contact can change the billing address, and yes it doesn’t need to match the supply address. 

 

You might consider sticking to email communication, having your email address listed, and also using the online account whenever you need to make a change or check anything. 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
Abby_OVO
S
Carbon Cutter****
  • Sohowestone
  • Author
  • Carbon Cutter****
  • August 9, 2023

Good suggestions here however, I do not want the supply address changed - only the actual address where the bills are sent.
I don’t mind doing it online, but I still need to be able to download bills showing the supply address & my address.
This must be fairly simple as I am sure many have second homes and want their accounts sent elsewhere.
In summary then, it seems it can be done - but not via the website, only on the phone.
thanks for the helpful responses.

Firedog
Plan Zero Hero
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  • FiredogPlan Zero Hero
  • Plan Zero Hero
  • August 9, 2023

I did this just recently, via webchat: 
 

 

It didn’t have to be the phone.

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
Tim_OVO
BPLightlog
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  • BPLightlogPlan Zero Hero
  • Plan Zero Hero
  • August 9, 2023

Yes @Firedog but you are the account holder which is not the case for @Sohowestone 

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP}
S
Carbon Cutter****
  • Sohowestone
  • Author
  • Carbon Cutter****
  • August 9, 2023

Good idea - except the chatbot is hopeless.
I put in ‘add additional address’ and all it came back with was about moving home!
Juts putting ‘address’ in comes up with ‘I don’t understand the question’.
I might try again when I have an evening to spare!!!

J
Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • August 9, 2023

You just need the keyword “Agent”. It’ll figure out what you want and immediately connect a human

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S
S
Carbon Cutter****
  • Sohowestone
  • Author
  • Carbon Cutter****
  • August 9, 2023

I do have the email address in my name so that all OK.
What the issue is relates to the fact that there is no obvious way to have bills sent to an alternative address other than the supply address.
It seems such a common requirement I am surprised its proving so difficult.
For now I have written to Ovo and sent the letter so they will hopefully deal with the issue!
Thanks for all the suggestions.

 

S
Carbon Cutter****
  • Sohowestone
  • Author
  • Carbon Cutter****
  • August 9, 2023

Good tip about typing ‘Agent’ to get a person.
Will have to remember that!!

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