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

  • December 21, 2017
  • 91 replies
  • 21702 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

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
November 12, 2024

Hey @Ellie090807 

I’m really sorry to hear that you’ve had such a negative experience, this topic has some helpful advice:

 

If the engineer failed to attend without at least 24 hours notice of a cancellation, you may be eligible for a standard £30 compensation known as Guaranteed Standards of Performance (GSOP) payment.

 

Before this can be applied, we’ll have to make sure that you meet the full eligibility for this industry regulated compensation. Examples of when we would pay GSOP are: 

 

  • An engineer misses an appointment
  • An engineer arrives after the agreed appointment time (outside the 4-hour time slot given to you)
  • The installer or OVO cancels an appointment at short notice (less than 24 hours before the agreed start time on a working day)
  • The engineer is unable to complete the work because they were missing ‘standard’ equipment or arrived with the wrong equipment (when there had been prior notification of what was needed - this must be cross-referenced with the booking to ensure it was booked correctly)
  • An appointment did not go ahead due to an agent booking error
  • System errors such as auto cancellation and not receiving cancellation notification.

 

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