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Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

Forum|Forum|9 years ago
May 5, 2017
135 replies
6410 views

We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!

Best answer by Tim_OVO

Updated on 15/08/25 by Abby_OVO

Great question to ask about your new solar panels, we’d love to help make sure you’re getting paid for that lovely solar energy. 🌞

The answer to this one will depend on when your solar panels were installed and registered with an export supporting energy supplier.

Before April 2019 and registered for the Feed-in Tariff? You’ll be paid for both the energy you generate and the energy you export, so you’ll have a separate generation meter. The export reading can either be clocked by an export meter/smart meter or ‘deemed’ whereby we calculate it based on your generation reading.

After April 2019 the Feed-in Tariff was replaced by the Smart Export Guarantee (SEG). This payment only covers energy you actually export which is clocked by your smart meter.

If you’ve got your FIT or SEG registered with us, we request the relevant readings at the end of each quarter (March, June, September, December) and you’ll receive your statement and payment for that quarter within 8 weeks. You’re able to submit any FiT or SEG generation / export reading directly with OVO’s support team, who can add it to an internal form and send it to the right team.

How to get in touch with the FiT/SEG team

If you need to speak to our team about your Feed-in Tariff you can call 0330 102 7421 Monday - Friday from 9am to 5pm or email via fits@ovoenergy.com.

If you need to speak to us about your Smart Export Guarantee (SEG) you can call 0330 102 7421 Monday - Friday from 9am to 5pm or email via seg@ovoenergy.com.

Show previous replies

M

MAG1036

Newcomer

P50WKB When I say ‘rely’ I mean were are very happy to receive the payments. This year we are on holiday soon so was expecting OVO NOT to change the goal posts yet again and pay promptly. Our panels have paid for themself so if anything changes re the payment so be it.

H

Had-enough

Newcomer

Just hang on a few minutes and Forum Volunteer Blastoise186 will surely give you the benefit of his years of experience in receiving FIT payments in a timely manner……….

“The way OVO pays out is actually safer than the way SSE used to pay out. SSE used to pay without waiting for Ofgem to cough up first. If Ofgem didn’t reimburse SSE, they’d be out-of-pocket and getting their money back wasn’t always easy.
By waiting for Ofgem to hand over the cash first, OVO doesn’t have to risk taking a hit to its bank balance.
I’ve always advised against relying on FiT/SEG Payouts to pay other bills or maintain your bank balance with. If you do rely on them, it’s probably a good idea to think through your strategy again.
It’s worth remembering that FiT/SEG don’t necessarily last forever and they could get terminated at anytime. Unlikely to happen, but definitely not impossible. It’s much safer to consider them a bonus thing rather than part of critical cashflow.”

I’ve definitely changed my strategy with OVO since receiving his advice !

I have read this elsewhere on the forum.

Our FITS are paid for 20 years from when they started by legal agreement and cannot just be removed.

I have read about concerns about OVOs financial status in the financial press.

Any company that uses all the know excuses for keeping people's money raises suspicion.

As far as I am aware SSE only paid out FITS money once readings has been accepted by OFGEM. OVO just sits on the money after it has received it. We should receive our payment within 3 months of submitting the reading. I even got an email from OVO advanced complaints team showing me when we would receive our statement and when payment would be made. So our June reading should have got a statement at beginning on August and payment at the end. Neither so far.

H

Had-enough

Newcomer

I don’t seem able to access the other comments either.

We are moving to Octopus. Not worried about how soon they pay us as long as we do not have to spend months chasing them for our money.

F

FreddieE

Newcomer

Yo have been doing well to receive your FITS payments after 2 months. Ours have taken anywhere from 3 to 6 months.

No confirmation of what we are due from our June reading which should have come at beginning of August and no payment.

This time the excuse is the payment emails were not formatted correctly so they are having to redo them. They have used every excuse going not to pay us on time.

This is a company in financial difficulties which is using FITs money from OFGEN to support its business. We are leaving and would encourage everyone else to do the same.

I was told today the email sent confirming DNO was not acceptable as I could have written it myself! I need to screenshot an email the SEG team already have.

After 6 months they still find a reason I can't have SEG payments. I've been with OVO for 5 years but they seem to think I'm trying to defraud them.

Emmanuelle_OVO

Retired Moderator

Hey @FreddieE,

Sorry for what sounds like a very frustrating experience.

I’m not an expert in FiT but I’ve found this pdf from the OFGEM website. Which explains in more depth the evidence/documentation required from the DNO.

Hope this helps.

Renewable Energy? Big Fan.

F

FredE

Newcomer

Hi,

Problem is the SEG team change their mind every week about what documents are needed.

Yesterday they decided an email from the electricity company confirming DNO cannot be accepted as I may have made up the email. Why would I do this.

The email even says I can use itbto orove DNO.

Cheers

Fred

Image *Edited by Mod* personal info

Blastoise186

Super User

Please refrain from posting personal info here. This forum is public and you just leaked your details to the world.

I have asked a moderator to edit your post to protect your privacy and safety.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!

A

annmalone28

Newcomer

I have finally managed after 5 months to get changed from a payg to a credit meter. I moved into this house 5 months ago and it has solar panels however I have no idea how this works regarding payment. Can anyone help please?

Blastoise186

Super User

Payments for FiT/SEG are managed via the FiT/SEG Team. You can reach them via fits@ovoenergy.com and seg@ovoenergy.com . But be advised that not everyone has their FiT/SEG accounts with the same supplier as the supply account.

You’ll need to set up a FiT/SEG account before you can get payments.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!