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glatgreasby
Rank 1
December 21, 2017
Solved

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

Show previous replies
Newcomer
Luap
Newcomer
October 10, 2022

I have had two appointments cancelled at very short same day notice, the most recent being today. I called and was connected after 42 mins. I was told that the appointment was “pending” on the system but had a text advising of the cancellation. I was told to call again tomorrow, It was not possible to either re-book the appt or discuss compensation. I certainly have not received £30 for the first cancellation. Completely unimpressed with Ovo customer service and their Indian call centre. I have taken two afternoons off work and am now owed £800 in compensation.

Tim_OVO
OVO Staff
Tim_OVO
OVO Forum Legend
October 11, 2022

Hi @Luap I’ve just replied to your other post about this, check it out here:

 

 

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Newcomer
Emmah
Newcomer
October 15, 2022

My mother has had 2 appointments for smart meter installation and no one has turned up or contacted her on either occasion. Is she due any compensation?

Blastoise186
Super User
Blastoise186Super User
Super User
October 16, 2022

Hey @Emmah ,

Sorry to hear about that! Yes, your mother does qualify for compensation under the Guaranteed Standards of Performance if she wasn’t notified at least 24 hours in advance.

She’ll be owed £30 for the missed appointment and I think it might be for each one, making it £60. If it’s not paid within 30 days, it goes up another £30. Please let the Support Team know so they can take a look. If your claim is verified, they’ll make the arrangements.

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
    Luap
    Newcomer
    October 21, 2022

    Link to reply not working. Terrible customer service from OVO. Considering leaving.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 21, 2022

    It looks like the thread was moved. Tim did reply 10 days ago though!

    I’ll reply to you here @Luap with roughly what was said.

    If the appointments were cancelled less than 24 hours before they were due, you qualify for at least £30 compensation under the Guaranteed Standards of Performance. You need to request this via the Support Team and they can also rebook the appointment again.

    If the money isn’t paid within a reasonable time, you get another £30 on top! You do NOT have to pay it back either, it’s yours to keep.

    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
      Luap
      Newcomer
      October 26, 2022

      I’ve been waiting weeks for £60 compensation for two very short notice cancelled appointments. I know OVO has no intention of paying. Their customer service is dire.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 26, 2022

      In that case, https://ovoenergy.com/feedback is your next port of call.

      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!
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      October 27, 2022

      Hey @Luap,

       

      Sorry to hear your issue is on-going.

       

      Once you have contacted Support and they’ve raised a Guaranteed Standards of Practice breech to be investigated, the payment is supposed to be made within 10 working days. Otherwise we have to pay an additional £30 compensation for late payment fees.

       

      If you can’t see the £30 credit on your Online Account, I'd advise following @Blastoise186 advice. 

       

      Hope this helps. 

      Renewable Energy? Big Fan.
      Rank 1
      cloud
      Rank 1
      March 15, 2023

      So we were due an installation which Ovo made a huge deal to remind us of with several letters, text messages and emails. But when the day came no one turned up, we stayed in waiting all day. 
       

      ovo immediately sent an sms survey asking how the installation went ? 
       

      we’ve heard nothing more

      has this happened to anytime else? 
      thanks

      Show more replies
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