My meter was replaced during an emergency appointment - Why hasn't this been updated on my account billing yet?

Hi @Les M !

Thanks for stopping by, that’s a bit of an unusual one eh?

I think the first thing I should mention is that after you move out, the new householder won’t be responsible for resolving this issue - their account will start at whatever reading the new meter is up to when they move in.

Have you tried using OVO’s Complaints Process by any chance? It’s probably the fastest way to get this resolved that I can think of and you can be sure of a response within five working days. If it’s not resolved properly within eight weeks of starting this process, you can escalate to the Energy Ombudsman for further help. But I wouldn’t be too surprised if it’s resolved long before you get to that stage.

Some really valuable feedback here, @Les M.

I’ve checked this one with the complaints team who’ve advised that completed complaints forms are processed in a similar way to an email sent to hello@ovoenergy.com - We’d always recommend entering the email address that you’ve got registered to your OVO account to ensure this is linked to your account and you should expect to be contacted within our usual email response time which is 3 - 5 working days. I’ve also passed on your comment regarding the lack of an automated confirmation for completing the form as I appreciate this could help to clarify things.

I’m hoping you’ve already heard back from the Support Team but if not you can always get in touch to double-check your complaint form has been received - the quickest way to reach the team is via our Live Chat which you can access by clicking ‘Message Us’ on this page.