What are you supposed to do when engineers don’t bother to turn up for an agreed appointment. Metre hasn’t worked for a year!!!!!!! My elderly sister who lives alone is at her wits end with worry about her bills and she hasn’t had her metre working in nearly a year. She has short term memory loss and is assisted by carers yet Ovo consistantly break promises about sending someone out to check the smart metre. They are totally aware that it doesn’t work. They tell lie upon lie. Customer service is shocking!!!!!!
So what would everyone do????????
Best answer by Jeffus
Updated on the 09/04/25 by Emmanuelle_OVO:
What are Guaranteed Standards of Performance (GSOP)?
We’ll always do our best to keep these promises. If for some reason we don’t meet the guaranteed standards, we’ll pay £40 directly into your OVO Energy account. This is our way of saying sorry. It’s sometimes called GSOP compensation, or a GSOP payment.
Hi @tracydawes you sister is entitled to compensation for every missed appointment and further compensation if the original is not paid within 10 days under the ofgem rules
Also worth her signing up for priority register if she isn't already
We’ll always do our best to keep these promises. If for some reason we don’t meet the guaranteed standards, we’ll pay £40 directly into your OVO Energy account. This is our way of saying sorry. It’s sometimes called GSOP compensation, or a GSOP payment.
Hi @tracydawes you sister is entitled to compensation for every missed appointment and further compensation if the original is not paid within 10 days under the ofgem rules
Also worth her signing up for priority register if she isn't already
Have an appointment for an engineer next month to fix my long time non functioning smart meter. Can't find the appointment email. Anywhere I can find it on my account to save ringing them?
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