Updated on 10/07/25 by Emmanuelle_OVO:
If you have a credit balance on your OVO Energy account after moving out, the credit will be automatically refunded to you, typically within 10 working days of your final statement. You don't need to request it separately, and the refund will be credited to the bank account associated with your Direct Debit.
Here's a more detailed breakdown:
1. Final Bill and Readings:
- OVO will automatically take a meter reading on the day you move out if you have a communicating smart meter.
- If you don't have a smart meter, you'll need to provide a final meter reading.
- Your final bill will be sent within 4 weeks of your move-out date.
2. Automatic Refund:
- If there's credit left on your account after your final bill, it will be automatically refunded to you.
- The refund is typically processed within 10 working days of the final statement.
- The money will be refunded to the bank account associated with your Direct Debit.
3. If you haven't received your refund:
- You can check your online account or the OVO app to see the status of your refund.
- If you are still unsure, you can contact OVO's customer service directly through their website, app, or by phone.
4. Important Notes:
- There might be delays in processing your final bill and refund if your meter readings are disputed or need to be verified by another company.
- If you are switching to a different energy supplier, they may need to verify the readings with OVO, which could also cause a delay.
- You can also request a refund if you have credit on your account while still with OVO, even if you are not moving out, as long as you have at least a month's worth of Direct Debit in credit.
Hi @FannyByGaslight - sorry to hear about this service loop - not fun.
Here’s a guide that shows how to close your account via your online account:
If the reading is on the account, the final bill is generated and the account is closed, the refund will be automatic. If anything is stuck in that process, the Support team are best placed to fix it.
I’d recommend avoiding email despite the advice you were given (I’m passing this on as feedback), as you can get a quicker response via online chat, where you can attach documents or images. See online chat here.
