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.
