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I need to have the previous tenant's debt removed from the meter so I can top up

C
New Member***

Hello,

I have inherited a property from where the previous tenant (life-renter) died and I fell heir to it via my fathers will. The property has a PAYG meter served via OVO and had a current debt owed balance of £197.00 when I took over the property. I spoke with OVO and set-up my own OVO account in my name and was assured that the previous tenants debt was not something I should worry about as the account balance would be set to zero at the point of me setting up my account. I was told I was not responsible for the previous occupiers debt.

In order for this to happen I have been given several codes on different occasions to add at the Paypoint to a new key I was provided with. The first code failed as no-one at OVO told me these are time sensitive and last only 24/48 hours and it took 4 days for the new key to arrive rendering the code void. I was then given a new code which the Paypoint operative said was successful when added to the key.

OVO’s instructions were to then insert the key in the meter with this code having been added and it would reset the balance to zero. This did not happen. I then went and added £10 to the key and when I inserted it, it simply reduced the balance owed by £10.00. In fact I have done this twice.

Despite numerous calls to OVO support and four one hundred mile road trips to the property I am no further forward.

I find it staggering that I am unable to take over the meter with a new and fresh OVO account, and for OVO to zero the balance. Surely the debt resides with the previous owner, as OVO themselves have told me.

Has anyone else experienced this as quite frankly I am now at the point of just looking to move supplier away from OVO in the hope that another company can resolve this. However I suspect as there is debt (not mine!!) on the meter this may prove difficult.

I took over the account several weeks ago and I am no further forward with OVO, they seem incapable of resolving this. Each time I phone them up I am bounced from customer service rep to customer service rep. On my last call I think I got bounced around 6 times, with no end result.

Any help or advice would be most appreciated.

Thank you.

Best answer by Emmanuelle_OVO

Updated on 15/11/24 by Shads_OVO

Hey @ColliesRGreat,

 

I’m really sorry to hear this, it sounds very frustrating.

 

It sounds like the need to remove the backscreen debt. This topic may have some helpful advice:

 

 

There are also tons of helpful resources and information available on our OVO Help pages.  

 

If you’re still having issues:

 

  • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
  • Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
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12 replies

Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • 2561 replies
  • Answer
  • February 23, 2024

Updated on 15/11/24 by Shads_OVO

Hey @ColliesRGreat,

 

I’m really sorry to hear this, it sounds very frustrating.

 

It sounds like the need to remove the backscreen debt. This topic may have some helpful advice:

 

 

There are also tons of helpful resources and information available on our OVO Help pages.  

 

If you’re still having issues:

 

  • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
  • Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.
Renewable Energy? Big Fan.
F
Carbon Cutter*
  • footysaurus
  • Carbon Cutter*
  • 3 replies
  • August 13, 2024

Hi, I recently moved house and received my final statement in the post, I was in debit like 40 pounds, so I paid this over the phone and it has been taken out of the bank.

However since then My previous landlord has contacted me showing a picture of the gas meter with 20 pound owed showing on the meter.

Should I get in touch with Ovo again? I told my landlord I will do asap. I’m just not sure what is going on or why its still showing money owed.

Thanks :)

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • August 13, 2024

Hi @footysaurus ,

Are you Pay Monthly or Pay As You Go?

If you’re Pay Monthly, the meter balance will reset to zero at the end of the month as per the billing cycle - your landlord should just ignore what the meter says.

If you’re Pay As You Go, the meter balance is technically no longer your problem once you’ve told OVO you’ve moved out, so long as you’ve paid off your share.

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!
F
Carbon Cutter*
  • footysaurus
  • Carbon Cutter*
  • 3 replies
  • August 13, 2024
Blastoise186 wrote:

Hi @footysaurus ,

Are you Pay Monthly or Pay As You Go?

If you’re Pay Monthly, the meter balance will reset to zero at the end of the month as per the billing cycle - your landlord should just ignore what the meter says.

If you’re Pay As You Go, the meter balance is technically no longer your problem once you’ve told OVO you’ve moved out, so long as you’ve paid off your share.

Hi, thanks for your answer :)

I’m pay as you go.

My landlord wants this sorting before paying back the deposit so I think if it says theres a debt he may take it out of the deposit.

I could ring Ovo but I’m not sure if they can help?

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • August 13, 2024

That is NOT a valid reason for your (former) landlord to withhold any part of the deposit. You already cleared the outstanding balance yourself, so the landlord just needs to sign up for a temporary landlord account with OVO with the start date being when you moved out, and OVO will be able to wipe out the outstanding balance from the meter.

Anything racked up after that date is not your problem. TBH this is why I really do think rental properties shouldn’t be on Pay As You Go...

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!
Abby_OVO
Community Manager
  • Abby_OVO
  • Community Manager
  • 1055 replies
  • August 14, 2024

Hey @footysaurus 

 

Blastoise186’s advice is spot on here.

 

The landlord should be setting up their own account as of the day you stopped being liable at the property. This should be done by them regardless of the situation, as they’ve become liable again until they have a new tenant. This would also allow the team to clear the debt on his side, on the meter. 

 

There’s a few other topics on the Forum that may be helpful:

 

Currently Playing: She's Electric
J
Carbon Cutter**
  • Janey
  • Carbon Cutter**
  • 10 replies
  • February 7, 2025

here

 NO ELECTRIC FOR 2 WEEKS SO FAR!!!!!ABSOLUTELY DISGUSTING SERVICE.

BOUGHT A PROPERTY HAD KEYS 24TH JAN. WITH THE KEYS WAS A KEY FOR ELECTRIC. DEBT ON METER AS IT HAD BEEN RENTED THEY HAD MOVED OUT OCTOBER. 

PHONED 26TH JAN AS WORKING, GIVEN RTI CODE TO COVER KEY AND DEBT, DIDNT WORK ERROR: D4 THST MEANS SOMETHING WRONG WITH KEY OR METER.

HAD TO SEND ALL PROOF OF MORTGAGE OWNERSHIP DATE OF PROPERTY WHICH WE DID.

28th JAN PHONED AGAIN ABOUT ELECTRIC... TOLD TO GO TO APARTMENT I HAD TO LEAVE WORK 40 MINS AWAY. WHEN I GOT THERE I WAS TOLD BY OVO CUSTOMER SERVICE (OCS) GO PICK UP KEY AT A SHO NEARBY IF NOT A KEY THERE TRY OTHER PAYPOINT SHOPS. I WENT TO 10 SHOPS IN TOTAL NO KEYS!! RNNING ARPUND FOR NOTHING.

I CALLED CUSTOMER SERVICE AGAIN AND WAS TOLD THEY WOULD SEND NEW KEY OUT 5-7 DAYS.

NEXT DAY KEY ARRIVED FOR PREVIOUS TENANT!. I PHONED AGAIN WAS TOLD I COULD USE THAT KEY EVEN THOUGH IT WAS AGAIN SHOWING ERROR D4.

I EMAILED STATING THIS AND WAS TOLD TO WAIT FOR MY NEW KEY.

6TH FEB I PHONED CUSTOMER SERVICE TWICETHEY SENT ME RTI CODES PROMISED THEYD WORK THEY DIDNT SHOWING ERROR D4 AGAIN

I ASKED FOR ENGINEER TO COME OUT TWICE EVEN THOUGH YOU HAVE TO WAIT UP TO 3 HOURS.. THEY SAID NO?.

JUST KEEP GETTING FOBBED OFF WITH CODES FOR A KEY THAT DOESNT WORK!!!

SO I DONT KNOW WHAT TO DO .. I OWN A PROPERTY THAT I CANNOT GET ELECTRIC FOR.

THERES NO KEY ATTACHED TO MY ACCOUNT TO SORT OUT THE DEBT AND ADD CREDIT.

JUST SO STRESSED BY THIS HOW HARD CAN IT BE. WILL HAVD TO SPEND ANOTHER DAY TO TRY AND GET IN ON, UOU JUST FEEL THE FAIL BEFORE I START.

 

ITS CRAZY IN THE UK 2025 YOU CANT GET YOUR ELECTRIC SWITCH ON!!!!! 

 

It's now 7th Feb NO Electric still. 15days.

 

Chris_OVO
Community Moderator
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  • Chris_OVO
  • Community Moderator
  • 735 replies
  • February 7, 2025

Morning ​@Janey,

 

I’ve sent you a private message to get some more information from you. I’m really sorry to read about the issues you’ve been having. 

Renewable energy jokes never get old.
J
Carbon Cutter**
  • Janey
  • Carbon Cutter**
  • 10 replies
  • February 7, 2025

Message sent

Chris_OVO
Community Moderator
Forum|alt.badge.img
  • Chris_OVO
  • Community Moderator
  • 735 replies
  • February 7, 2025

Thanks ​@Janey! 

 

Just leaving a public comment to let any viewers know that we’ve managed to arrange a fix for you. Just incase we get any more reports that you’re off supply! 

Renewable energy jokes never get old.
J
1 person likes this
  • J
    Janey
J
Carbon Cutter**
  • Janey
  • Carbon Cutter**
  • 10 replies
  • February 7, 2025

YES .... SUPPLY  BOOKED FOR NEXT WEDNESDAY 12TH FEB .. SO STILL ANOTHER  5 DAYS SO FINGERS CROSSED ... WILL KEEP YOU UPDATED 🙃

Chris_OVO
1 person likes this
  • Chris_OVO
    Chris_OVO
Ben_OVO
Community Moderator
  • Ben_OVO
  • Community Moderator
  • 129 replies
  • February 10, 2025

Hi ​@Janey 

 

Sorry to hear about this, I’m glad ​@Chris_OVO could help you. Please do let us know how it goes on the 12th, fingers crossed it all goes smoothly 🤞

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    Janey

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