I’m looking for some clarification regarding the OVO Beyond Heating offer for customers with electric heating.
As per the offer details, customers with electric heat are eligible for a 63p weekly credit for 10 weeks, starting from the week commencing 27th October, provided we opt in each week. I have opted in every week as required.
So far, I’ve had two bills generated, but on both bills I can see the OVO Beyond Heating offer credit showing as £0.00.
I wanted to check with the community (or OVO moderators, if you’re able to clarify):
1. Has anyone actually seen this credit applied on their bill yet?
2. How exactly does this credit work in practice?
3. Is the total credit applied after the full 10-week period ends, and then reflected in a subsequent bill, rather than weekly?
4. Or should the credit appear incrementally on each bill during the offer period?
Any insights or experiences would be really helpful, as the billing part isn’t very clear from what I can see.
Thanks in advance.
Best answer by DuncanL
Updated on 08/01/25 by Ben_OVO
The credit should appear on the first monthly bill in the month after you earned the credit. I got a bill on 21 December and it had the credit I had earned in November.
It was laid out a bit confusingly. The first line gave £2.40 credit, then the cost of electricity, the £2.40 was then subtracted and VAT added to the answer. There was then a line saying VAT on Free Hours = £0.00. The VAT business is bit hard to follow as the credit should be £2.52 so 5% has been subtracted from it before it has been applied. It must be a roundabout way of taking £2.52 of the VAT inclusive amount.
Here’s a direct excerpt from the T’s and C’s for the ‘A Little Help With Your Heating’ offer:
Bill credit process
8.1 For Gas/Dual Fuel customers, gas used in the free heating hours selected will be calculated and paid back as a bill credit. Your bill credit will normally appear on your account in the following month, for example November will be paid in December, although it could occasionally take longer to credit your account.
Sometimes the credit may not be added, and may be delayed, in which case it’d be added the next month. You can view the full terms and conditions here.
The credit should appear on the first monthly bill in the month after you earned the credit. I got a bill on 21 December and it had the credit I had earned in November.
It was laid out a bit confusingly. The first line gave £2.40 credit, then the cost of electricity, the £2.40 was then subtracted and VAT added to the answer. There was then a line saying VAT on Free Hours = £0.00. The VAT business is bit hard to follow as the credit should be £2.52 so 5% has been subtracted from it before it has been applied. It must be a roundabout way of taking £2.52 of the VAT inclusive amount.
Here’s a direct excerpt from the T’s and C’s for the ‘A Little Help With Your Heating’ offer:
Bill credit process
8.1 For Gas/Dual Fuel customers, gas used in the free heating hours selected will be calculated and paid back as a bill credit. Your bill credit will normally appear on your account in the following month, for example November will be paid in December, although it could occasionally take longer to credit your account.
Sometimes the credit may not be added, and may be delayed, in which case it’d be added the next month. You can view the full terms and conditions here.
Thanks for the response @DuncanL. I don't see anything credited in the bill generated on 19th November but could see £2.40 credit in the bill generated on 19th December. I would have expected credit for 3/4 weeks between 27th October and 19th November in the first bill generated after the offer was introduced.
I think they work with calendar months so no matter what your bill date is in December you will only get the credit earned in November. I didn't get any credit in my November bill either but the first week would have ended in November so probably not applied until December bill.
@Swetam good morning. I hope you had an enjoyable festive break.
I can see you’ve had some helpful replies already (thanks @DuncanL and @Happychic). Here’s a direct excerpt from the T’s and C’s for the ‘A Little Help With Your Heating’ offer:
Bill credit process
8.1 For Gas/Dual Fuel customers, gas used in the free heating hours selected will be calculated and paid back as a bill credit. Your bill credit will normally appear on your account in the following month, for example November will be paid in December, although it could occasionally take longer to credit your account.
Sometimes the credit may not be added, and may be delayed, in which case it’d be added the next month. You can view the full terms and conditions here.
If you are unsure, drop a line to ovo and you will get a reply fairly quickly with an answer. I always get satisfaction doing this
Thanks @Happychic. I contacted OVO customer support, but they were unable to check this as it is an app-only offer. They advised me to email OVO support for further assistance. Before doing that, I wanted to get some insights from this forum and I think I have my answers.
@Swetam good morning. I hope you had an enjoyable festive break.
I can see you’ve had some helpful replies already (thanks @DuncanL and @Happychic). Here’s a direct excerpt from the T’s and C’s for the ‘A Little Help With Your Heating’ offer:
Bill credit process
8.1 For Gas/Dual Fuel customers, gas used in the free heating hours selected will be calculated and paid back as a bill credit. Your bill credit will normally appear on your account in the following month, for example November will be paid in December, although it could occasionally take longer to credit your account.
Sometimes the credit may not be added, and may be delayed, in which case it’d be added the next month. You can view the full terms and conditions here.
Thanks @Ben_OVO. I think I have everything I need. Thanks to everyone who replied and provided helpful insights.
