How do I contact OVO Customer Services if I need some help?

Did you find OVO customer service rather useless. The electricity and gas section don’t communicate, they are distant geographically, have different emails and refuse to help if there is need to contact the other services. It is ridiculous!

Personally, I find that I get the best service using the Messenger facility on OVO’s Facebook Page. It is not instant but you will get an answer.

I have had 10 years exceptional service from OVO and there has never been any refusal to provide help. I’ve also had a lot of help from the amazing volunteers on this forum and, in return, I’ve been on here to help others. ​@Aja, perhaps ​you can really tell us why you are on here but I’m not expecting a reply.

Peter

Hello Peter,

Maybe you are a younger generation than me and have a relaxing job. It all makes a big difference how we cope with modern way of life. I am pleased your experience is good and I wish you a very happy future with OVO. I inherited the service from the Scottish electricity. How did you find OVO ten years ago?

I re-read this and am confused by your claim here. I have both my electricity and gas supplied by OVO and so, therefore, have ONE account not two. This means that you do not need to contact two places to get help.

Hi ​@Aja 

I'm pleased that you are a real person because we sometimes get bots on here posting vague negative comments for reasons that are beyond me. I'm an older generation person who is happy to post truthful comments (I'm not saying yours are not) but with all my calls to the help centre I've never had any communication issues and it doesn't matter where they are geographically located.

I've actually had very few issues with my supply but last year my mother-in-law passed away. In a couple of phone calls and some checks the account was passed to me. In time OVO reviewed and dropped the DD level because very little energy was being used in an empty flat. When the flat was sold the account was finalised and the outstanding credit applied to my account all with in the timescales that they said it would be done within.

If you think you have had bad service then this forum is monitored by the Customer Service manager who would most likely want to know what you thought went wrong.

As a forum we also try to assist people with issues, you don't even have to be a customer, because we have a diverse range of knowledge of the electricity supply industry.

Peter 

Hi Peter,

So pleased you had a good experience with the electricity section. Have you been offered anything from the gas “Home care” at any stage?

For me, I’ve actually found OVO to be pretty good overall. I’m electric-only but OVO’s model means the entire account runs as a single account regardless of what you have - there’s no separate teams or balances for electricity vs gas.

As for home care, can you tell me more about what you mean? I can use that to get the right info for you.

Hello, 

My experience is different. I was offered a free boiler service via OVO electricity customer. But a new account created with totally different emails for communication. My phone calls to electricity could not be passed to Homecare. My email to my electricity about no need for the boiler service was not communicated to them either. So many emails send at the same time about tickets to events, and you never can get them!

Hey ​@Aja,

Welcome to the community. 

It looks like there might be a little confusion in your post! I think you might be talking about boiler cover instead of your gas or electricity accounts. Does that sound right? Just so you know, boiler cover is handled by a different team than your energy accounts, so they have separate contact options. I’ll share a link below that has more information, which I hope will be helpful!

If you’re looking to discuss your boiler cover use the following link below:

Boiler and Heating cover

If you need to ask questions about your energy accounts then follow the link below:

I hope this helps!

It is confusing. Shouldn’t boiler cover be a part of gas supply? How did they get my details? Who are these unpleasant subcontracting plumbers who refuse to communicate with OVO and tell you to sort things out without giving details? How could anybody understand the structure, especially if you are elderly person?I never had such experience before.Why didn’t OVO customer service help to stop the boiler service when they received my email please?

Thank you for your information, I think the structure of OVO company is too complicated and people involved are unfriendly and chaotic. It is my opinion, sorry.

Hey ​@Aja,

Boiler cover is considered insurance, which means it falls under different regulations and is managed a bit differently within the business. Most energy companies probably have a similar approach. While I can’t comment on specific situations, I’m here to help with any information you need! If you have questions about your boiler cover, feel free to reach out to a team member through the link I shared above. They’ll be happy to walk you through the process.

I would gently suggest that calling the team “unfriendly and chaotic” might not be fair, especially since you've mentioned that you don't personally understand the structure. I think once we help you see that your energy usage and boiler cover are two separate things, it’ll be much easier for you to manage everything. Just know that we're all here to support you!

Hey ​@Aja,

Boiler cover is considered insurance, which means it falls under different regulations and is managed a bit differently within the business. Most energy companies probably have a similar approach. While I can’t comment on specific situations, I’m here to help with any information you need! If you have questions about your boiler cover, feel free to reach out to a team member through the link I shared above. They’ll be happy to walk you through the process.

I would gently suggest that calling the team “unfriendly and chaotic” might not be fair, especially since you've mentioned that you don't personally understand the structure. I think once we help you see that your energy usage and boiler cover are two separate things, it’ll be much easier for you to manage everything. Just know that we're all here to support you!

This may be wide of the mark, but ​@Aja‘s mention of Homecare rang a warning bell for me: “My phone calls to electricity could not be passed to Homecare.” It’s not clear who called whom, but HomeCare is the name British Gas - a major rival to OVO - give to their insurance scheme. I wonder if the wires aren’t even more crossed than we initially thought ... 

Thank you all for your comments. It is a long saga and unfortunately i cannot tell you all details. In November2024 I got a written invitation for a free boiler service From OVO. At the same time the electricity offered to “fix” my tariff. It is also the timing, I understood it was coming from one source. OVO sends so many emails about concerts etc. I never managed to secure any tickets and so usually I send the offers to the bin. The paper correspondence about boiler disappeared and emails continued for all sections of OVO. I file all paper correspondence. In November 2025 my D/D for electricity went up. I phoned and tried to discuss it. I was in credit and D/D was adjusted. I realized that this service was in South Africa. I think it was the same time I noticed £3.50 taken out in my account. I noted it in my diary thinking it was adjustment to lowering of my D/D. The plumber phoned in October about boiler and I explained I decided to continue with British Gas and didn’t need his service in the future. He said I should let”them” know. I send email to Customer service of my OVO electricity provider and hoped the message and discussion with the plumber stopped the D/D. I never received/ seen the email which change the unwanted boiler service from free to paid. What followed was unbelievable, people couldn’t explain, did not sign emails, phoned while I was in gym etc. 

I never ask for boiler service I got paper offer at the time when I thought I would leave British Gas in 2024.

It is a long saga, I talked to people and emailed to people. I tried to ask about the November 2025email, nobody commented, conclusion was the 3 months D/D was not refundable. I was accused of entering a double contract for boiler and threatened with a biggish exit fee.

I really don’t know how I missed the email from OVO boiler people. But discussing it with OVO - all departments was like I was a nasty criminal trying to cheat their system. 
Sorry for my long saga, but I had to explain my complaint.