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glatgreasby
Rank 1
December 21, 2017
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When will I receive my compensation for a missed engineer appointment?

  • December 21, 2017
  • 91 replies
  • 21895 views

I signed up for a new smart meter and arranged an appointment to have it installed. The engineer failed to turn up and so I telephoned Customer Services to arrange another appointment. The agent went through her script and advised me that if I was not in when the engineer called there would be a £30 charge. I asked if that also applied where the engineer failed to turn up. She checked and said that it did and that she would arrange to credit my account with £30. So far I have not received the credit. When will it come?

Best answer by Tim_OVO

Updated on 03/09/26 by Chris_OVO

 

Sorry to hear about your missed smart meter appointment. As our Support Team has advised, if the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £40 compensation known as Guaranteed Standards of Performance (GSOP) payment.

 

The UK’s energy regulator, Ofgem, advises energy suppliers on Guaranteed Standards of Performance. This is sometimes called GSOP. Energy suppliers in the UK have to meet these standards for our customers, or we’ll owe you compensation. 

 

You can find out more about Guaranteed Standards of Performance and your rights in the article below:

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

91 replies

Tim_OVO
OVO Staff
Tim_OVOBest Answer
OVO Forum Legend
December 28, 2017

Updated on 03/09/26 by Chris_OVO

 

Sorry to hear about your missed smart meter appointment. As our Support Team has advised, if the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £40 compensation known as Guaranteed Standards of Performance (GSOP) payment.

 

The UK’s energy regulator, Ofgem, advises energy suppliers on Guaranteed Standards of Performance. This is sometimes called GSOP. Energy suppliers in the UK have to meet these standards for our customers, or we’ll owe you compensation. 

 

You can find out more about Guaranteed Standards of Performance and your rights in the article below:

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
Newcomer
kt15562
Newcomer
August 1, 2019
I have had a booking for today at 2-6pm for a site visit to get my smart meters installed .. had the day off work and they have text me at 2:10pm to say
..
Hi this is the meter engineer from Siemens. Unfortunately I will be unable to attend your appointment as OVO currently have no stock of smart meters. I will get them to contact you regarding a new appointment. Sorry for this inconvenience ...
This is not acceptable.
Eva_OVO
OVO Staff
Eva_OVO
OVO Staff
August 2, 2019

Sorry to hear your appointment didn't go ahead, @kt15562. As it was cancelled with less than 24 hours notice you count be entitled to a £30 missed appointment payment from us. We'd be happy to raise this with the team, just send us a message on Facebook or Twitter with your name, DoB and account number. If you don't use social media, message us on webchat via the Help Centre.

If you haven't heard from the engineers yet, you can rebook an appointment here.

My friend told me how electricity is measured and I was like Watt!
Newcomer
eddie227
Newcomer
August 8, 2019
hi ,i was due an engineer to install smart meters,on 24 july.he did not turn up but,i got a phone call from him at 12pm on wed 24,to say he did not have any.needless to say i am leaving ovo,but have requested the 30pounds compensation from ovo.i have not received anything from ovo.hope my refund which i am in credit goes more smoothly,otherwise legal action will be the only option.
Newcomer
Tufty71
August 8, 2019
You are entitled to a £30 payment which usually goes into your account this is called a gsos payment
    Amy_OVO
    Retired Moderator
    Amy_OVO
    Retired Moderator
    August 12, 2019
    Welcome to the forum, @eddie227, check out @Tim_OVO's best answer in this thread for more info. @Tufty71 thanks for stepping in here regarding the GSOP payment!

    Hope this helps ☺️
    OVO-Joyed to help!
    Newcomer
    eddie227
    Newcomer
    August 12, 2019
    Thanks for reply Amy,I phoned customer services and they replied that it was investigated and that I was due 30pounds.he informed me it would be added to my account fairly soon.thanks to all replies.
      Newcomer
      Bill Portland
      Newcomer
      November 18, 2020

      I'm still waiting for my £30 credit, 6 weeks after the engineer failed to turn up. I did receive a text message (sent to my land-line) asking to complete a survey about how the installation went despite me reporting that the guy hadn't turned up. And sending the survey by text to a land-line isn't that clever either. 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        November 18, 2020

        Hi there @Bill Portland ,

        I’m sorry to hear about the trouble there. Would you be able to have a chat with the support team again about this? Live chat tends to be the fastest option. If you log into your account over here first before starting the chat, you’ll also get through security much faster.

        I hope this helps.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          Newcomer
          Bill Portland
          Newcomer
          November 18, 2020

          Hi there @Bill Portland ,

          I’m sorry to hear about the trouble there. Would you be able to have a chat with the support team again about this? Live chat tends to be the fastest option. If you log into your account over here first before starting the chat, you’ll also get through security much faster.

          I hope this helps.

           

           

          I called after the 1st 2 weeks and then used the web chat 2 weeks after that. Still waiting. Maybe they can use the £30 to pay my early cancellation fee? 

          Show more replies
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