Switching suppliers and moving home

How do OVO pay the Warm Home Discount to those who qualify and were OVO customers on the qualifying date but have since switched supplier?Do they issue a payment to the ex-customers bank (if they had been paying by Direct Debit),or do they issue a cheque,or issue a voucher that can be redeemed at a Post Office/PayPoint shop? From the Ofgem guidance on the Warm Home Discount:https://www.ofgem.gov.uk/environmental-and-social-schemes/warm-home-discount-whd/eligibility Some customers, for example prepayment meter customers or Core Group customers who have since switched supplier, may receive their discount via a voucher or cheque. In most cases, vouchers can be redeemed at a Post Office or PayPoint shop (however this may vary depending on your supplier).    Will I still receive my rebate if I switch suppliers? Core GroupIf you were with a participating supplier on the qualifying date for a scheme year and were eligible under the Core Group, the supplier you were with will be instructed to

I have previously moved into a new property supplied by OVO and as now the legal occupier I opened a letter to them sending debt collectors round because the previous tenants hadn’t paid their bill!I was mortified that they are doing this! I tried calling and couldn’t get through to them at first. When I did the gentleman was very reassuring and told me he would rectify the bill and did the sale pitch to which I decided to stay with them.Received the new statement and they are still trying to charge me!! I’ve had it with this company already! Painful is an understatement! Plus my new email as a new client states they are open Saturday they are not!Not at all happy and want to go back to Bulb Energy even though they are slightly more expensive. Customer service was second to none.

I moved house over 18months ago and moved to a new supplier. All bills were paid. I am now getting harassed by debt collectors as ovo have linked the period since leaving the house to my phone number due to a trace and search but not my name, so they won’t give me any information regarding the account. I have spoke to ovo who won’t stop the collectors ringing me as they need to find who is liable. What should I do?

Hello,Had anyone experienced leaving OVO because of joining another energy company and not be able to get final bill for more than two months? I am still getting charged for gas and electricity they don’t supply, and when I was trying to get my final bill, they asked me to wait for 6 weeks to sort it out, nothing had been done, after contacting them after 7 weeks after I joined another energy supplier, they asked me to wait 32 working days more. I’ve never experienced anything like this, now paying to two energy suppliers at the same time, which is ridiculous in my opinion and shameful for OVO.Elena Wilson

Good morning,We’ve been trying to set up an OVO account online for two months now. When we moved in, there were letters to The Occupier with an account number.I spoke to someone on 2nd July and they said they’d be in touch. Since then I’ve heard nothing. I sent the meter readings by email and still, zero response. Every time I try to set up an online account I keep getting the oops message.Is it normal that it takes this long? Is there anything I am not doing right?Grateful for any advice.TIA

ive found out today that OVO have taken over the supply of a rental property i own without authority, providing fictitious meter readings to E-on.E-on, equally incompetent, cant tell me who instigated this but as i’m the bill payer and i havent so it amounts to fraud and identity theft. Ovo are shut  - sound like a great scam going on here OVO - identify vacant letting properties, take control on an unknown tariff and give fictitious readings to the outgoing supplier. send the bills at an inflated tariff to a vacant property. Sharp practices which i shall be taking up with the ombudsman

Hi, I spoke to someone on the phone two days ago and set up a direct debit and chose a pay monthly option for my new home. I was told I would receive a confirmation email to set up my account online and review what I signed up but I still haven't got this and it's been two days. Please could you tell me when you will send the confirmation email so I can set up an account online? I want to do this before my direct debit comes out so I can check it's all accurate and give most up to date meter readings. Thank you 

I completed the moving in registration over a week ago and never received any confirmation emails from OVO. The property is already supplied by OVO so does not require a transfer period. I completed this form again today in the hope to get some light of account set up and meter readings put in.  I have also tried to login and it lets me set my password but once logged in, it says a problem has occured or they cannot find my details. I need access to an account to put in meter readings and pay, however I do not understand why this is an impossible task and I have double checked my emails and junk folder and received no communication.

Hoping someone can help shed some light on my current situation. We recently bought a new house on 5th December, and looked at whether I could take my current OVO account across from old to new address however not possible. I’ve been with OVO since 2021 and have had nothing but positive experiences so I was keen to stay with them.So I notified OVO immediately of a moving out date of 31/12/2025 whilst also asking for the Direct Debit (DD) to be cancelled with immediate effect (I believe this was requested with ample time). As we were a considerable amount in credit already, we were told OVO would just use that amount to cover the final bill and refund the remainder. We also had a smart meter fitted so any final readings would be automatically submitted to them.Fast forward to 01/01/2026 and OVO had taken the supposedly cancelled DD out of my account. I've also had an email with the amount to be refunded to me, however it’s considerably less than what’s in credit in my account now the la

I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

I am contacting you's today because of the exit fee's that have been applied to my account for leaving, i am currently not on a plan with ovo so( should not have an exit fee for leaving )  I have been charged 90 odd pound twice.  I have recently decided to leave you's after learning that ovo is joining eon. I will not be staying with you's for this reason.I was not informed by ovo about this change. And i will not be part of eon, a company that was on watchdog before, and have disgusting customer service that i dealt with previous when i first moved in to my property and they tried to bill be for a time period, before i had the tenancy or keys to the property.  I have contacted ovo but annoyingly can not get through to any one being a Sunday.   

So my term is ending in July, I now have battery + solar and ovo doesn’t make a lot of sense to stay, even been advised that switching is my interest from ovo customer support to make the use of the battery.I haven’t actually received any SEG payments yet, am due my first one within 8 weeks from June 1st I’ve been advised, but since its Quartey what happens if I switch? I’m assuming it gets credited to my Ovo account which is already insanely in credit due to anytime charging messing up dd estimations.Would I loose SEG from June if I switch in July? payments for SEG just seem to confuse me and as I haven’t received anything yet I’m just assuming its credited to the account?I’d prefer to stay with OVO for convivence but when competition works out drastically cheaper to switch it doesn’t make sense anymore to stay.

I applied to change my Provider through Uswitch at the end of July. I have been informed by my intended new Supplier that the delay is entirely caused by Ovo failing to amend the database. This has dragged on for ten unneccesary weeks, if anyone knows how I can move this along and switch away from Ovo I would be really grateful. This has been dragging on far too long and I was assured that it was a simple process that would probably only take a fortnight.

I have just switched supplier and received an email (no-reply) from OVO asking me to provide a finalmeter reading on 9th and 10th March. I submitted meter reading on the 9th but by the 10th ALL my meter readings have been removed. Is this normal practise? Fortunately I do have numerous screenshots of my meter readings, and I am in credit so will be owed a refund at the end of 10 weeks. However, while I appreciate that the account remains active until then, I don’t understand why the meter readings, a crucial part of the data, have been removed! Help, anyone?

I am at my wits end. I am currently subject to my fourth erroneous transfer. I live in a block of six flats. Most are rented. Everytime someone moves out, my supply is affected. I got an email stating my final bill, they cancelled my direct debit etc. I phoned immediately to OVO, explained that the transfer was erroneous, they said they would reinstate my account.  I have a smart meter, use the app on my mobile. But today, my balance was in credit at over £800, now it it is showing a defecit of £672. So they have somehow credited someone else with my money, and lumped their BAD debt onto my account - AGAIN!!! . How on earth can this keep happening?????? My name is on the account, I have a SMART meter. I think I may be being scammed by other renters. I am considering reporting this to the Police as Utility Fraud. I am disappointed in OVO. Any suggestions???? 

It’s very frustrating contacting OVO to inform of changes to tenancies - it takes so long.  Why isn’t your website capable of accepting these changes?  Is it really necessary for me to spend the best part of an hour listening to music whilst on hold, just to tell you a few dates and details which I could easily do online?In this day and age I think it wise to update your systems, making it easier to inform you of changes.  Stating that you need to talk to a customer before you set up an account or alter details seems a little unique when other companies do not.

Why have I been charged exit fees (£150) when I am moving out of my house to a new house which already has an energy supply? 

Hi, I have just moved into a property which you supply. I want to submit my readings and fix my bills but the suggested price is £129 a month. This seems very high as there is only myself in the property. Is this just an estimate that will change once I submit my meter readings?

Help! I am on a commercial electricity tariff  (not OVO) and want to change to a domestic tariff (smallholding that is not generating an income). I cannot find anyone to help. Will OVO let me switch to them? Thanks

I want to change my gas to OVO Energy. Can you help me with how to do it, please?

Is it more costly to have electricity supplied by OVO and gas by another company?

Moved into a house supplied by OVO - how do I create an account and book a smart meter appointment?

hello, kind of at my wits end here i moved into a property back in october and was under the impression that the electric suppliers would have been updated to me moving in. unfortunately ive been unable to pay any bills i owe and due to it all going to the account of the previous occupier which nobody can get a hold of. But by this point ive already swapped suppliers. i just want to pay what i owe and be done with this because im getting letters about debt collectors and theres no way for me to just pay for what ive used im losing my mind am i missing something or is the system just this atrocious for everyone involved. thanks

I have often seen people on the Facebook pages I have contributed to who are totally unsure about what to do when they move into a new (to them) property about getting utilities and other property dependent things registered in their name. Should Estate Agents/Property Managers/Landlords HAVE to supply information about who is the current supplier of these services? Would a simple card with spaces to fill in the details be helpful? Perhaps it could also have a space to fill in the electricity, gas and water meter readings (as well as telling the new occupant where those actual meters are). We bought this house almost 20 years ago. It had been taken in part exchange by a housebuilding company. We did not even have keys to the front door! The Estate Agent had only a key to the garage and the key to the conservatory on the back of the house. That was how we were able to even view the house. They had even taken every light bulb!! We guessed that our electricity was supplied by SSE because

Hi,just a quick question… Could you please advise how I can avoid paying the £95 exit fee for gas and the £95 exit fee for electricity?My contract end date is 14 February 2026. Does this mean the earliest date a new supplier can start supplying my property would be 14 or 15 February?Thanks again.