3 phase CT meter install

  • 17 March 2023
  • 5 replies

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.

5 replies

Userlevel 7

Hi @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. 

Userlevel 7

Have you got the contact detail of the complaints team so you can get an update, @Slackstead?

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.

Userlevel 7

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.