Skip to main content
F
Rank 1
fun2funky
Rank 1
May 5, 2017
Solved

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

  • May 5, 2017
  • 135 replies
  • 6411 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.

135 replies

Show previous replies
N
Newcomer
NBones
Newcomer
December 7, 2023

I have had my email which included a “submit your readings” link, but the link merely takes me to a page of adverts with no hints on just how submit the readings.  I have also tried the ovo chat line, but with no success, and phoned the number you give (03303035063) to hear an automated message “we are very busy at the moment”.  I put the phone down after waiting about half an hour, but ran out of patience. 

Jeffus
Rank 20
Jeffus
Rank 20
December 7, 2023

I have had my email which included a “submit your readings” link, but the link merely takes me to a page of adverts with no hints on just how submit the readings.  I have also tried the ovo chat line, but with no success, and phoned the number you give (03303035063) to hear an automated message “we are very busy at the moment”.  I put the phone down after waiting about half an hour, but ran out of patience. 

Can you post a screenshot of the page of adverts you mention?

The best thing is perseverance on 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

There is an email address but I suspect that wont be quick seg@ovoenergy.com

If you loose the will to live you could put in a complaint 

https://www.ovoenergy.com/feedback

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    December 7, 2023

    I've given up. 9 months after solar panels fitted and despite submitting all the documents have never received SEG payments. Went down complaints route but never had a reply.

    Did you get sorted in the end @FredE ?

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    December 7, 2023

    Ok, so I’m on an endless loop. SSE have been taken over by OVO and Ovo don’t know anything about the meter! I have to apply for it in my name but I have no paperwork as this is a council house! I’ve asked the council so waiting on them now! Meanwhile it’s costing me nearly £7/day to run air source pump @ 16* . Yesterday was a sunny day so that helped but I cannnot afford this if it’s not sorted soon. 🙁

    surely it shouldn’t be this difficult,?

    Did you get sorted in the end @annmalone28 

    A
    Newcomer
    annmalone28
    Newcomer
    December 7, 2023

    Still struggling with ovo. 2 hours on phone being passed from pillar to post and eventually gave up after being transferred to a call centre where I could hear everything but no one speaking to me! It’s a disgrace, and now they are saying I owe them money even though I’ve been on payg 😱😡😞

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    December 8, 2023

    Hey @annmalone28,

     

    I’m sorry to hear this,

     

    I’ll ask Forum_Support to get in touch, please keep an eye on your private messages. 

    Renewable Energy? Big Fan.
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    December 8, 2023

    Still struggling with ovo. 2 hours on phone being passed from pillar to post and eventually gave up after being transferred to a call centre where I could hear everything but no one speaking to me! It’s a disgrace, and now they are saying I owe them money even though I’ve been on payg 😱😡😞

    Keep a look out here for a message @annmalone28 

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

    M
    Newcomer
    murphyandson
    Newcomer
    December 13, 2023

    I’ve been helping with our business’ transition from SSE to OVO with our FIT tariff and need help regarding our first payment. I’ve tried to contact OVO but so far had no response.

     

    The business has a 50kw capacity solar array that has been installed since 2012. Our first quarterly read totalled 16786kWh of electricity generation, and from the latest FIT Tariff payment document we were expecting around £1000 minimum as payment. Unfortunately we only receieved £40, and we’re not sure if this is an underpayment or we have done our maths wrong.

     

    We have tried to contact OVO but currently struggling to get a response, can anyone explain if this figure seems reasonable?

     

    Thanks!

    BPLightlog
    Super User
    BPLightlogSuper User
    Super User
    December 13, 2023

    Hi @murphyandson , that looks like it may have been calculated at the SEG rate rather than FIT. 

    Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
      B
      Newcomer
      barberndes
      Newcomer
      December 13, 2023

      Despite numerous phone calls and promises of payments by certain dates I have not received any payment since OVO took over from SSE. Today i was told that the escalation of my query to a higher level than the basic call handler would be 45 yes 45 working days!! that is 9 weeks!! If this was me not paying OVO for 9 months i guess i would have a baliff at my door.

        Show more replies
        Terms & ConditionsAccessibility statement

        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