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Rank 1
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
Jeffus
Rank 20
Jeffus
Rank 20
April 26, 2023

As I understand things, faults that come under that rule are more about the meter not recording anything at all or incorrectly recording. Smart functionality is a separate feature.

Where does it say that?

https://www.ovoenergy.com/help/guaranteed-standard-of-performance-gsop

Newcomer
SarahH
Newcomer
April 26, 2023

@SarahH

So they accept the meter is faulty. 

So this is what the latest page says on the OVO website verbatim.

https://www.ovoenergy.com/help/guaranteed-standard-of-performance-gsop

 

Credit meters

Once you contact us to tell us that you don’t think your credit meter’s working properly, we’ll:

  • Make an assessment of whether or not the meter is faulty within 5 working days
  • Confirm the result of our assessment in writing
  • Take action to fix any faults we find – this could include repairing or replacing the meter – also within 5 working days after you contact us

If we don’t do any of these things, we’ll pay you £30.

 

They should have met all those statements. Missing any one of those results in a £30 compensation. I doubt they met any from what you have said. 

And as with all GSOP if this isn't automatically paid within 10 days, results in another £30.

Personally i would include this in your complaint as other posters have. 

I will do that then, thank you. I really appreciate all your advice. I'll let you know how I get on.

    Newcomer
    SarahH
    Newcomer
    May 10, 2023

    I’m afraid my saga continues. I still don't have compensation for 4th April. I also don't have it for the failed appointment on 24th April. I phoned up the complaints team today. For the 24th they have to wait for a report from the installer? He couldn't tell me about the missing money from 4th April.

     

    I pointed out that I was owed £60 for the missed failed/appointments and £60 for missing the 10 day compensation window. I was told that this wasn't true, that I'd only get £30 for each appointment that went wrong. I quoted the website at him. I'm not sure whether he accepted that what I said was true. He can't tell me when they money for either missing appointment will go into our account! 

    This is nuts. 

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    May 10, 2023

    I’m afraid my saga continues. I still don't have compensation for 4th April. I also don't have it for the failed appointment on 24th April. I phoned up the complaints team today. For the 24th they have to wait for a report from the installer? He couldn't tell me about the missing money from 4th April.

     

    I pointed out that I was owed £60 for the missed failed/appointments and £60 for missing the 10 day compensation window. I was told that this wasn't true, that I'd only get £30 for each appointment that went wrong. I quoted the website at him. I'm not sure whether he accepted that what I said was true. He can't tell me when they money for either missing appointment will go into our account! 

    This is nuts. 

    Hi @SarahH 

    It is not the first time unfortunately that OVO staff are unaware of the law around compensation payments..…

    We have highlighted to the OVO forum moderators before, i have just done it again for you. 

     

    Newcomer
    SarahH
    Newcomer
    May 10, 2023

    Thank you @Jeffus 

    Rank 5
    Viv1966
    Rank 5
    May 12, 2023

    Hi  I had an engineer visit due between 2-6pm today, but nobody came.…then I went on the live chat and waited for over 30 minutes ....so I thought I would air my disgruntled feelings here. What happens when an engineer doesn't turn up at OVO I am a new customer, can anyone advise?

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 12, 2023

    You’ll qualify for £30 compensation in this case and a further £30 if it’s not paid within 10 days of reporting the missed visit. Support can also re-book it for you.

    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!
      Rank 5
      Viv1966
      Rank 5
      May 12, 2023

      @Blastoise186  thank you I think Customer Service is open tomorrow, so I will speak to them first thing. 

        Newcomer
        mandyj
        Newcomer
        May 24, 2023

        i also had this happen yesterday - just a text a call anything would have helped but nothing i am seriously considering cancelling my support contract

        Rank 5
        Viv1966
        Rank 5
        May 24, 2023

        Well I am a newbie to OVO and honestly can't complain and i come from a previous  supplier who were disrespectful and just didn't want to listen ! This company do listen and seem very fair so far, just ask if you can be compensated...I did and received it within a day, even though the time limit was 10 days.  If you have had to take time off from work I know what it's like it feels like a waste of time........and yes it would help if you had been advised, but at least you receive compensation, it's the first time I have even heard of this, but all companies have to do this!

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