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PhilipJ451
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September 2, 2021
Solved

Can I manage another person's energy account for them?

  • September 2, 2021
  • 38 replies
  • 7039 views

Hi all,

like many people, I have an aging parent who struggles to cope with modern technology such as online accounts.

I would like to manage my Mum’s energy account for her but her current supplier will not let me do this without a “Lasting Power of Attorney” and my Mum finds that troubling because it makes her think that “the law” is taking over her life.

If we were to change supplier to OVO, could the account have both my Mum and me as joint account holders without the “scary” legal stuff ?

thanks for any thoughts on the matter

PhilipJ

Best answer by Jess_OVO

Updated on 15/07/25 by Ben_OVO

 
To make sure we’re keeping our customers’ data as safe and secure as possible we’ve made some changes to how non-account holders can get in touch.

 

Historically, if a non-account holder was able to answer enough questions about the account, there were certain things that could be discussed or actions taken under 'Implied consent'. This is no longer the case.

 

We’re now asking the account holder to be present at the same time as a non-account holder gets in touch, so they can give permission for us to speak to the non-account holder, or add them as a secondary account holder. 

 

A really important question this one, particularly for those who are looking to support a friend or relative when it comes to their energy account.

 

Our community volunteer has already covered the support we offer at OVO in depth:

 

 

I believe OVO does recognise a valid and registered Lasting Power of Attorney under Property & Financial. The Support Team would be able to help get it set up once the account has been created by the switching process being started. But there's other options too if that's not your thing. Here's one we made earlier! :)
 

 

I would probably recommend Secondary Contact Non Financially Liable if you don't want to be responsible for her bills while still having pretty good access to the account. But Secondary Contact Financially Liable is a potential option as well.

 

You might also want to set up Priority Services Register too. :)

 

Worth mentioning here that being a Secondary contact allows you to call us to discuss an account on someone’s behalf, but in order to make any changes (such as setting up a Direct Debit or new contract) you would need to be a financially liable contact (or have the main account holder’s permission during the call). 

 

There’s also a lot that can be now managed online or via our OVO app (available for Android or iOS)  if your mum was happy to grant you access once she’s switched over. we find this can really help those who might just want to keep an eye on things on someone’s behalf.

38 replies

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B
Rank 2
BrucePhillips
Rank 2
March 13, 2023

My friend - the account holder - is very ill and her mental health is depreciating. She has asked me to act on her behalf on a significant Billing case with OVO that is long outstanding but she doesn’t have the mental capacity to deal with this so she has asked me to liaise with OVO.

My issue is that I can’t seem to get anybody at OVO to take ownership of this issue which is disappointing. I’ve been passed around a bit and the data I’ve been given is somewhat ambiguous. 

How do I escalate this in OVO? We are not dealing with a standard issue for a standard customer here, it’s all rather frustrating and sadly what I’ve come to expect these days from most service providers. I’m not having a go by the way, I’m just saying it how it is. 

Thank you.

Bruce

  

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
March 14, 2023

Hey @BrucePhillips,

 

Really sorry for the issues you’re having,

 

In order to discuss billing you’d need to be added as a financially liable contact, in order to do so you’ll need to contact Support on 0330 303 5063 with your friend.

 

Or, if you have power of attorney you can send across the documents via Web Chat or email. If you explain more about the issue, we can provide general advice here on the OVO Forum. But we don’t have access to customer accounts.

 

Hope this helps. 

Renewable Energy? Big Fan.
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    March 14, 2023

    Hi @BrucePhillips

    As well as the good advice from @Emmanuelle_OVO ,you may find that a formal complaint needs to be raised

    https://www.ovoenergy.com/feedback

    There is a dedicated complaints team. 

    If after 8 weeks or a deadlock letter, the Energy Ombudsman can then be contacted who would liaise with OVO and the customer to resolve the issues. 

    I also suggest your friend signs up for the priority service register

    https://www.ovoenergy.com/register-for-priority-services

    https://www.ovoenergy.com/help/priority-services-register

     

      B
      Rank 2
      BrucePhillips
      Rank 2
      March 14, 2023

      Thank you Emanuelle and Jeffus I really appreciate your informative responses.

      My friend is now on the priority register and I’m now on the liability contact list.

      Let’s hope the home meter check on the 16th derives the right outcomes.

      Bruce

        Jeffus
        Rank 20
        Jeffus
        Rank 20
        March 14, 2023

        Thank you Emanuelle and Jeffus I really appreciate your informative responses.

        My friend is now on the priority register and I’m now on the liability contact list.

        Let’s hope the home meter check on the 16th derives the right outcomes.

        Bruce

        You are more than welcome to post details of the issues, obviously without personal information. There are a pool of very experienced OVO customers on the forum who can sometimes help offer advise or sign post information.

        Hope it all works out. 

          A
          Newcomer
          Arthurscott
          Newcomer
          July 4, 2023

          My partner called to change the name on our PAYG account and all the credit - over £140 - was wiped out!! Where has it gone and how do I get it reinstated. 

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          July 4, 2023

          We can’t check from here as we’re forum volunteers. Please try calling 0330 175 9669 or Live Chat to https://help.ovoenergy.com .

          One possibility is that you closed the existing account and opened a new one, in which case all existing credit will be refunded by cheque iirc.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          Abby_OVO
          Community Manager
          Abby_OVO
          Community Manager
          July 5, 2023

          Hey @Arthurscott 

           

          Did you manage to get this matter sorted?

          Currently Playing: She's Electric
          A
          Newcomer
          Arthurscott
          Newcomer
          July 5, 2023

          Not yet as I’m bracing myself for the length of time it takes to get through to a real person. As the answer stated I did call and do a name change. I believe if we can both be present when I call back we can add my name to the account in order to get the credit back. Failing that a cheque will be mailed. What does iirc mean? It’s the last word in the first reply.  Thank you.

          juliamc
          Rank 20
          juliamc
          Rank 20
          July 5, 2023

          iirc means ‘if I recall correctly’ !! I also had to look it up 😄

          Show more replies
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