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Refused a smart meter due to work at height?

  • January 23, 2025
  • 51 replies
  • 1094 views
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51 replies

Emmanuelle_OVO
Community Manager
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  • Emmanuelle_OVO
  • Community Manager
  • April 23, 2025

I’m really sorry to hear this ​@kirsmith, what a frustrating experience. As part of the complaint resolution I’m sure an agent can call the installer company directly the day of the appointment to ensure the engineer brings the proper equipment. There is also the option to add extra information into the booking request. It seems there has been a consistent missed communication somewhere. 

Unfortunately we can’t access customer accounts on the forum or make outbound calls. You can find out more information about our complaints procedure on the website. Here is a brief overview of the escalation process:
 

Step 1: get in touch

The quickest way to raise a complaint is to call or email us. You can reach us via a British Sign Language Interpreter too. Please let us know as much as you can about the problem. We'll also need your OVO account number, address, and contact details.

We’ll sort your complaint straight away if we can. If we’re not able to, we'll:

  • Let you know what will happen next and how long we expect it to take
  • Ask how you'd like us to contact you
  • Keep you updated along the way
  • Share if there's any support available from services outside of OVO

About 75% of complaints are resolved by the next working day. The rest, we aim to resolve within 8 weeks.

 

Step 2: we’ll escalate your complaint within OVO

Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

  • The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
  • The customer care team isn’t able to solve your complaint quickly
  • You’re not satisfied with what we’ve suggested

If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, David Buttress.

Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.

 

Step 3: taking your complaint outside of OVO

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

Please keep us posted with how you get on.

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