Can anyone tell me how I should get a 3 phase CT meter fitted? I paid Ovo in October but am still waiting 5 months on after 3 abortive appointments. It’s been with customer complaints for over a month but SMS still have not received the 2 forms they need from Ovo. SMS will not book another appointment until they get the forms. I’m at my wits end as I needed it for our new house back in January.
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@Slackstead and thanks for posting this.
I’m sorry to hear about your experience so far getting a 3 phase meter booking. My understanding is that there currently doesn’t exist a smart solution for a CT 3 phase supply. OVO can arrange a non-smart CT 3 phase meter exchange at a cost of £325.
I can’t comment on this delay specifically as I’m unaware of the context or cause of the delays and I can see you’ve mentioned this being an open complaint. You should have a dedicated complaint handler at this point, or it hasn’t been escalated to the Complaints team. If not, you can request this via our Support team.
Hi. I paid the £325 in October. It is with the complaint team. But no progress.
Have you got the contact detail of the complaints team so you can get an update,
Of course. They’re just not capable of arranging for the submission of the 2 forms SMS have requested. They won’t let me elevate it and speak to anyone else.
I can appreciate that must be frustrating,
@Slackstead - sorry to hear this. I don’t know of any context but I know that you can request a deadlock letter that will let you escalate this to the Energy Ombudsmen. If the complaint is less than 8 weeks old, OVO has the chance to resolve it first. If it’s been longer than 8 weeks, you don’t even need the deadlock letter - you can approach the Ombudsmen directly.
See OVO’s complaint process here which includes the details of the Ombudsmen.