Skip to main content
M
Rank 2
Maureen D
Rank 2
September 11, 2023
Solved

What hours do engineers work?

  • September 11, 2023
  • 2 replies
  • 2371 views

Hi,

 

Just wondered if someone can tell me what hours the engineers normally work.  I booked a meter repair/replacement today and have waited in all day.  It’s now nearly 5pm so can’t see him turning up now, or do they work till later?

Best answer by Abby_OVO

Updated on 04/08/26 by Ben_OVO

Hey @Maureen D 

 

An engineer’s appointment would have to be booked through our Support Team. You can find Support’s opening hours here:

 

 

If you’re off supply and have booked an emergency appointment, the engineers should arrive within three hours Monday-Friday, and within four hours on weekends and Bank Holidays. Our Support Team will advise over the phone what times the engineer will arrive between. Please note that someone over 18 will have to be at the property during these three to four hours.

 

If you’ve booked a regular scheduled appointment for a meter exchange, eg a smart meter installation, you’ll have been allocated a dedicated 4 hour time slot, in which the engineer should have turned up within. The time slots you can choose from are 8am - 12pm, 10am - 2pm, 12pm - 4pm and 2pm - 6pm. Please note that someone over 18 will have to be at the property during these four hours.

 

If our engineer never arrives, and your not given 24 hours’ notice of a cancellation, you may be entitled to a Guaranteed Standard of Performance compensation payment. 

2 replies

Abby_OVO
Community Manager
Abby_OVOSolved
Community Manager
September 12, 2023

Updated on 04/08/26 by Ben_OVO

Hey @Maureen D 

 

An engineer’s appointment would have to be booked through our Support Team. You can find Support’s opening hours here:

 

 

If you’re off supply and have booked an emergency appointment, the engineers should arrive within three hours Monday-Friday, and within four hours on weekends and Bank Holidays. Our Support Team will advise over the phone what times the engineer will arrive between. Please note that someone over 18 will have to be at the property during these three to four hours.

 

If you’ve booked a regular scheduled appointment for a meter exchange, eg a smart meter installation, you’ll have been allocated a dedicated 4 hour time slot, in which the engineer should have turned up within. The time slots you can choose from are 8am - 12pm, 10am - 2pm, 12pm - 4pm and 2pm - 6pm. Please note that someone over 18 will have to be at the property during these four hours.

 

If our engineer never arrives, and your not given 24 hours’ notice of a cancellation, you may be entitled to a Guaranteed Standard of Performance compensation payment. 

Currently Playing: She's Electric
    M
    Rank 2
    Maureen DAuthor
    Rank 2
    September 12, 2023

    Hey @Maureen D 

     

    If you’ve had an emergency appointment, the engineers should arrive within 3 hours Monday-Friday, and within 4 hours on weekends and Bank Holidays.

     

    If you had a regular scheduled appointment for a meter exchange, you’ll have been allocated a dedicated 4 hour time slot, in which the engineer should have turned up within.

     

    If they never arrived, and you didn’t get any notice from them that they wouldn’t be able to make it, you may be entitled to a £30 Guaranteed Standard of Practice payment - this is a credit that you would receive for the inconvenience. I’d recommend contacting the Support Team to make a new appointment, and discuss the £30 you may be entitled to.

    Thanks.  I emailed last night and reported the no show and asked for the compensation.  I am not phoning as I am sick of getting nowhere with them.  It’s just one error after another in the short period since I have been migrated.

     

    They’ll need to book another appointment and then let me know.  It was an absolutely gorgeous day here yesterday and I sat inside totally fed up waiting for nothing.  

    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