I'm PAYG and switched to OVO - need new top up card

Hi all.

Sorry for the delay replying… I’ve had a lot to deal with apart from this situation.

Here’s the story in more detail, as I was in a rush on Thursday evening.

I am currently living in a 3-bed house, which was rented by my parents. I was living with my mum as her carer, but she passed away last August. I was unable to succeed the tenancy, but was granted a “use and occupancy” licence by the Housing Association to remain here for a few months. Now I have to move out, and they have found me a 1-bedroom flat a few miles away.

The house has had British Gas as the energy supplier for gas and electricity the entire time we’ve lived here. What the housing association didn’t tell me was that when I signed for the new flat, they initiated a transfer of energy supplier for the house from BG to OVO - it seems they have some deal with OVO to provide energy to their properties. My most recent payment period with BG ended a few days ago, and as of Thursday evening, the gas was cut off, leaving me without heating or hot water. The electricity is fortunately still on as I write this.

I contacted BG on Thursday evening via their Live Chat (phone lines were closed due to the time) to try and get the gas turned back on, but they told me they couldn’t help as OVO were now the supplier of energy to the house, and I’d have to contact them. Of course, I have no account with OVO, so had no idea what to do.

I should have been moved out by now, but have had a spell of illness which has delayed everything significantly.

Would I be right in thinking that I just need to create an account with OVO and the gas can be turned back on? How do I stand with regard to creating an account for this property (the house) and then switching it to the new property (the flat) in a few weeks time? The new flat is all electric, no gas.

If yo haven’t already talked to then (on Friday?) then you need to talk to your Housing Association as soon as you can tomorrow and let them know that you have not moved out when expected.

If you try to change the supplier yourself at this point then you are simply going to complicate things further than they already are.

Even if you do manage to change supplier it will still be the HA who has to arrange for the gas supply to be ‘un-capped’ again.

I believe that the issue is is that as you say - you were supposed to have moved out by now but haven’t done so (and you didn’t tell the HA that your moving would be delayed).

In that case what will have happened here is that the gas supply has been ‘capped-off’ at the meter, because they thought that you had gone from the property.

‘Capping-off’ the gaslike that is a standard measure for Housing Associations when someone moves out and a property becomes empty, when a new tenant moves in the gas has to be checked for safety and uncapped again.

As you were supposed to have moved out then the HA have quite correctly had the supplies transfered into their own name, and the gas capped off.
The electricity and gas accounts will (should normally) stay in their name until a new tenant moves in.

You have noticed immediately that the gas has been capped - that has been done because as far as the HA know you have moved out.
The electricity will still be connected. - However if as I suspect the electricity has aslo been transferred into the HA’s name (because as far as the HA know you have moved out) then you are now using electricity that the HA will be paying for.
(And they will no-doubt want paying back for what you use).

So you need to sort this out with the HA, getting the supplies put as new accounts in your name may be what you have to do if you intend staying there for longer, but maybe not if you move in the next few days - But you need to talk to the HA about that.

PS. There may also be issues with water charges, etc. (and possibly Council Tax as you now appear to have CT liability for 2-properties, one you are living in and one that you aren’t yet).

As far I know HA doesn’t put its name into any energy account. It’s entirely the resident’s responsibility. Though, I would agree, it’s sounds like the gas was switched off because they thought that the OP has moved out. 
Speaking about BG and OVO, I guess there is a confusion. Energy account is always connected to the address, not to the resident. When you move to the new address, you have to create a new account and start from zero. HA is not involved in that process and cannot force anyone to sign contracts with any particular company. 

It is standard practice and has to happen - 

The old tenants have left so they don’t owe the bills there anymore.
The new tenants haven’t signed their TA and moved in yet* so they don’t owe the bills there yet.

Many HA’s use a service such as Energy Angels to handle it all for them:
https://energyangels.co.uk/voidenergymanagement/

Between tenants the the HA (the property owner/landlord) is responsible for all bills at the property.

With HA properties in particular there is generally always a ‘void’ of a week or more to check the property between tenants.

*HA’s don’t issue/sign a Teanacy Agreement to a new tenant unless a property is vacant and ready to move into.
That’s because there is always a chance that the current occupier doesn’t move out, which is exactly what has happened here.
Imagine the extra problems here if someone had signed a TA and was trying to move in on Friday, Saturday, or today, because Paranoimia had supposedly already moved out.

It didn't come to my mind about the “between tenants” period of time. That makes a complete sense. 

Though, I would expect, that the new tenant would sign a TA being physically at the property. 

Hello, 

We are a vulnerable household with 2 under 2 and carer for an elderly disabled grandparent.

We recently moved in and first the meter needed a replacement due to battery low and now the old card doesn’t work with new meter.

They have given me an 8 code number but no pay point shop had them in stock - we have been to four and all say don’t have.

Ideally need a shop in W4/W6 but can go further if needed.

Actually fairly desperate here!

Hi ​@SamSam ,

Please call 0330 175 9669 immediately for this - the team will need to dig into this one.

Thanks

Hey ​@SamSam, 

Did you manage to get in touch with our Support Team? They can help you find the nearest locations to pick up a replacement card.

You can find all of our emergency contact information and out-of-hours procedures in the article below:

Please let us know how you get on! 

Hi everyone,

I'm looking for advice or shared experiences regarding OVO not sending a traditional gas meter card.

I recently moved into a property that has a traditional pay-as-you-go gas meter. Over the past couple of months, I have requested a gas top-up card a total of five times—roughly one request per week and I haven't received anything. 

I raised a complaint as well, but still nothing!!

Has anyone else experienced an issue with OVO repeatedly failing to send a gas top-up card?

Morning ​@Eshagh and welcome to the OVO Forum community.

Just to let you know I’ve moved your post to the Pay As You Go area of the Forum.

I’m really sorry to hear what’s happened here - very frustrating indeed. If you haven’t raised a complaint about this already please do so. If you have already raised a complaint, get back in touch and request that the complaint be escalated, if it hasn’t been already. I can’t understand why a card hasn’t been sent out to you yet, but this is something our Complaints team can look into for you.

I also highly request having smart meters installed, as this will mean you won’t need to wait around for a card, and will be able to top up via an app. You’d also then have the option of moving over to Pay Monthly, having a Direct Debit set up, and not running the risk of going off supply.

Please keep us updated as to how you get on  - I hope they can get a card sent to you ASAP - it shouldn't take long at all.