High estimated bills but the property is empty?

Re-reading this thread, I’m drawn to your comment @nodrogsbboh “however their app shows a marked increase in the number of kw used ”

It is possible that the app is showing estimated usage. You don’t say whether there is a smart meter but even with that, if readings aren’t being received they will be estimated. 
The only thing used for billing is the meter itself and so a check on the readings would be useful

Thanks. I have asked them to monitor the meter readings, especially during times when no gas is being used. It is the gas usage has shown the biggest increase. I will need to speak to someone at OVO regarding the estimated usage aspect and if/how it might affect the phone app daily info.

It wouldn’t be so baffling if someone else out there had noticed a significant change in their dual fuel usage around the 26th or 27th of last month (especially as this place was empty for about a week). If anyone has, please let me know! 

It’s more baffling that both fuels increased at the same time.

OK There could be a different reason for each fuel and it’s just coincidence, but I find that hard to believe.

For example my worst case scenario above would not explain an increase in gas usage, one reason why I was reluctant to mention it.

TBH with it being both fuels at once then it does sound more like user error in the way that your tenants are reading things.

The daily usage chart on the phone app is very simple and clearly shows, as said before, dramatic increases around the 26th/27th October. I’m starting to think that this is something OVO have implemented, for whatever reason, and I should be able to find out tomorrow!   

Our community members have given some helpful suggestions here @nodrogsbboh. I just wanted to add that this topic may be helpful:

We went away switched off gas at the boiler and the daily usage graph in my app are showing normal and above normal usage - why is this and how can I rely on it when the house was empty and no gas was used ?!? This was 28th to 1Jan 
 

Thanks 

Hi ​@maryrooms ,

If it was JUST the usage graph, you can ignore that - it’s the Meter Readings you actually want to look at as that’s what OVO is actually using to bill you - not the usage data!

Thanks for replying 

So what’s the point of a usage graph if it doesn’t show usage ? Thanks 

The usage graph is a visual indicator, purely intended to give you a rough guide of what you’re using - especially in the case of gas where it’s much harder to calculate.

It’s purely a fancy graph, nothing more.

​@maryrooms I got caught out by this as well when we had an extended power cut but the graph was showing that power was being used. I got pointed to the actual readings as well which were zero so all was well. The graph just seems to be a bit of decoration but I still don't know why it can't follow the data. Maybe the task to do the coding for that never gets far enough up the list to get actioned. Maybe the coders know to leave stuff that is working tolerably well alone on the basis that changing it could cause another unkown problem that is potentially more serious. That has happened before. On the plus side some people get to discover where the real data is.

I really wish OVO would flag up empty properties as such. I have an empty property currently for sale for which the last bill was £33. I have just been informed that the DD is increasing from £50 to £186 next month. I have to waste more time getting it dropped back down again.

My new house has Octopus energy. It is so much better just being able to pay what I use every month and not a penny more.

All sorted now after a phone call. I expect to repeat the battle again in 3 months time though!

If the property is empty you do have the option of Pay On-Demand.

Just saying.

Well hopefully It won’t be for much longer and it will be sold!

Hey ​@portland555, 

Are you still providing property readings, either manually or via smart meter? Hopefully, the property will be sold before the next review. As you mentioned, a quick phone call to the team should resolve any issues.

We do have a guide for moving or leaving if you’re paying on demand or Pay as you Go which i’ll link below: 

Once again, I find myself on hold to Ovo to sort out an increase in my DD to FIVE time what the actual monthly amount is.

The last five bills are all under £30 as the house is awaiting sale. They now want £160 a month.

PLEASE can Ovo have an option on its system to flag a property as empty? I guess they are averaging over 12 months, so the figure is nonsensical!

What will happen if I just cancel the DD? I am currently 6 months in credit and expect to sell any time soon.

Phone call was a waste of time. They said they could only reduce payment to £103 a month. DD has now been cancelled.

You’ll probably be warned by email to reinstate a direct debit, or the account will be switched to a pay monthly tariff. However I think that’s your best option. You’ll mainly be paying for the standing charge now the property is empty. Once you close your account after the sale you’ll get a refund of any remaining credit.  
You could contact OVO again to confirm that’s what you want.

Hey ​@portland555, 

I totally understand that your situation has changed, and I appreciate you sharing that with us! However, we currently don’t have a way to mark a property as vacant or to reflect changes in your usage.  

Your Direct Debit is based on an annual estimate and gets adjusted every three months to keep everything on track. 

As Julia mentioned, once you sell the property and close your account, any credit balance you have will be refunded to you as part of the closing process and final statement. 

The final statement will be sent to you within six weeks, and we'll email or post it to you. 

The statement will show:

• Your recent energy use
• Any money left to pay and how to pay it
• Any money we need to refund you (if so, we'll post a cheque within ten working days of your final statement)

I had a missed call from Ovo “collections” team yesterday. Strangely, it was after the number they said to call back on had closed! I am interested to see what they want to collect from me, seeing as I am massively in credit and am actually being sent a £40 refund according to an email yesterday!

I just spoke to someone from the collections team. They said no problems, just make sure account is in credit. No need for a DD. 

Interestingly, they said any issues like this, phone them, as the people on the online chat “don’t have the skills to deal with it”. An interesting admission, as they push people to the online chat.

Hey ​@portland555,

I'm really glad you had the chance to chat with the Collections team about your call! Just to give you a little background, there are some processes that need to be handled over the phone, like adding a new contact to an account. That might be what they were referring to. This is mainly to ensure everything stays compliant, and it's not about steering you in a particular direction. There are just times when we may need to guide you to a different option if it makes sense. Our priority is to make it easy for you to reach out to us in whichever way works best for you!

I hope this helps! 

Just an update:

After 2 missed calls from the “collections department” I took a call today. The lady wanted to talk about my direct debit and ask why I had cancelled it. I explained that I had already spoken to someone about it and queried why they were still calling me. She put the phone down on me.

I have sent a formal email of complaint to ovo over the mishandling of my billing, and await a response.

Sorry to hear this ​@portland555,

A complaint is definitely the way to go about it given what’s happened here. When you hear back from the complaint I recommend requesting that, as resolution, they set your Direct Debit to the amount which will cover the standing charge only, given that the property is vacant.

Let us know how you get on.

Thanks, I’m hoping it’s all academic and the property sale will complete soon, but the conveyancing has taken 3 months so far (even being chain free!)