When will I receive my compensation for a missed engineer appointment?

has anybody else been given the excuse that another error has been spotted so your compensation claim has to star from day 1 again ,meaning your compensation payment is delayed AGAIN?

Hey @doddie,

I’m really sorry you’re having such a bad experience,

Can you please tell us what type of compensation payment you’re referring to, so we can offer the best advice. 

It is for gsop and compensation

Hey @doddie,

Thank you for clarifying, the advice in this topic may be helpful:

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.

We'll have 10 working days (after the missed appointment) to double check these eligibility criteria. If you're owed GSOP compensation, you’ll receive an email confirmation and will be able to see the £30 applied via the ‘Billing History’ page of your online account or OVO app (download for Android or iOS).

If you’ve not seen the payment applied after 10 days reach out to our Support Team. If you’re eligible but the payment is delayed you might be owed double! 

Can anyone on this forum suggest how I can move forward to having a broken meter replaced. I have now had five appointments for someone to come and replace my meter and once again they have not turned up. When I phone OVO I am told they will definitely come this time, they are submitting a complaint, it will not happen again, and again they do not arrive. When the man came to test my electric meter, he tested the gas meter and informed me I needed it replaced. I have been dealing with this matter since before COVID. I am 69 years old and unable to read the meter myself as it is in the bottom of the larder on the floor. If anyone can suggest a way forward with this matter, I will be very grateful. 

Hey @2437106,

I’m really sorry for the issues you’re having, it sounds very frustrating. 

You mention you’re unable to read the meter yourself, our Priority Services Register is a free support service you might find useful, it means you can book in meter readers to come and read the meter on your behalf. 

I understand that this doesn’t resolve the issues of your meters not communicating with OVO, but it’ll offer a temporary solution to ensure you have accurate bills until this is resoved. 

You have to keep at them, remember to claim£30 for each missed appointment aswell as aGSOP payment

Yes, doddie is right, you may be eligible for a 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.

Arranged a smart meter installation for the 15th March but no turned up, rearranged for today but once again the engineer didn't show up. My prepayment meter has gone into non disconnect mode and I am now worried that I am going to end up with a massive bill to pay.

Hi @Mandyvog58 ,

I’d say please top-up for now and ask Support to re-arrange. You’ll probably get a £30 GSoP Payment as well for the trouble.