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ColliesRGreat
Rank 2
February 22, 2024
Solved

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

  • February 22, 2024
  • 18 replies
  • 2501 views

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 06/08/25 by Chris_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.  

18 replies

Show previous replies
J
Newcomer
Janey
Newcomer
February 7, 2025

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

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    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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      Newcomer
      Harrypottermouse
      Newcomer
      April 1, 2025

      I have a similar issue amongst others and despite keep telling me it is sorted it still shows on the meter reading. 

      This has been ongoing now for nearly 2 years.

       

      What the hell is going on.

       

      I am absolutely hating dealing with OVO now. Theyatre the worst customer service I have ever dealt with anywhere!

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      April 1, 2025

      Hi ​@Harrypottermouse 

       

      Sorry to hear this.

       

      We don’t have access to accounts here at the Forum so we wouldn’t be able to know what’s causing such a delay.

       

      We’d recommend getting in touch with the Support Team so they can take a look. It’s unusual that it’s gone on this long as they’d typically look to get your own account set up as soon as possible as to avoid accruing further debt that’s not yours.

       

      Let us now how you get on.

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      Newcomer
      Declan98765
      Newcomer
      September 15, 2025

      Hi I’ve just moved into my property , I tried to clear the previous persons debts , I did exactly what I was told to do , go to pay point and enter the code etc but it’s still not cleared the persons debt has this happened to anyone else?

      D
      Rank 2
      DavidWSR
      Rank 2
      September 15, 2025

      I’m not sure here why Declan98765 is trying to clear a previous occupiers debt. If they left with a debt owing its likely OVO Energy are chasing them for this and hence your payment is not being credited against their debt.

      You need to get onto customer services to check the status of the account as clearly you should not be clearing another person’s bill.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      September 16, 2025

      Hi ​@Declan98765 ,

      Sounds to me as if you either didn’t fully set your new account up, got a bad Code or the meter isn’t working properly.

      I’d suggest checking with Support again and possibly looking at swapping to Smart Meters. OVO can refund you for the overpaid debt though - they’ll guide you through getting that back.

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      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      September 16, 2025

      Hey ​@Declan98765, 

       

      You're only responsible for your own usage, not for any previous occupants. When you set up a new account in your name during a change of tenancy or house move, the balance should always start at zero. It's important to ensure that you have called and created an account in your name, rather than trying to manage any existing accounts. I have provided a guide for this here:

       

      You’ll find more information in the article that covers debt and debt collectors below:

       

      I hope this helps!

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