What happens to the online account when a bereavement occurs?

  • 14 January 2019
  • 3 replies

I've been looking to see what happens when a bereavement occurs e.g. husband passes away and was the account holder. Can the account holders name be changed to the wife if the husband was on a fixed price contract?

I cannot see anything about it in the T&C.

BT just change the account holders name.

Can anyone help?

Best answer by Eva_OVO 18 January 2019, 17:00

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3 replies

Userlevel 5

Updated on 25/04/22 by Jess_OVO


What to do if the account holder passes away


If a friend or family member has recently passed away, you may consider seeking advice and support from the Citizens Advice, who are able to help with energy and non energy related actions. 


If the person that recently passed way had an OVO account, our customer service team are here to support you. They'll work with you to transfer ownership of the account or to settle and close it, depending on the circumstances.


When you're ready, please get in touch to let us know the date the account holder passed away. You can reach us on  0330 303 5063 (Monday to Friday 9am-5pm).


If you’re the executor of the estate, you can help us by gathering the following details before you call:


  • The date the person passed away
  • Your contact details
  • Your bank details, if you plan to take over the account
  • Meter readings


If you're not the executor of the estate, you can still let us know the account holder has passed away - either by phone on 0330 303 5063 (Monday to Friday 9am-5pm) or online chat. We'll then need to arrange to talk to the executor of the estate – so if you can, please let us know their contact details when you get in touch.


 Changes that may happen


If you’re taking over the account and you weren’t previously named on the account, you may have a new account created, with new online account login details and a new plan. All of this can be discussed with the agent you speak to. Details of our plans here 

Eva, thanks for the reply.

In my mind, there should be an easy to follow process which can be explained to Ovo customers. There cannot be that many scenarios to cover. It probably starts with is the property rented or not and then runs through your bullets that you have listed.

The follow on question is if there is an existing contract with Ovo, how can I add another person so they are financially liable? I'm guessing the answer is "you cannot - a new contract will need to be set-up - and that great fixed tariff you currently have will be lost".

Thank you
Userlevel 7
Thanks for this feedback, @BobTheBuilder

We're going to put our heads together and create some forum content on this, to help someone else in your situation know the next steps.