How does a new non-verbal person set-up an account following a house move?

Hi @Jess_OVO 

The issue is I am receiving bills addressed to the “occupier” that have the previous tenants account number on them. From what I’ve found online I was supposed to have received a welcome letter with my account number on it which I need to set up an online account. I’ve tried emailing but haven't had any replies and been in contact with multiple customer service members via web chat (before it stopped working) non of whom were of any help.

I am not currently in a position to get help from a family member and its important for me that I  handle this myself if possible. I’ve been able to set up my other utilities just fine and they had similar issues this being the only one I am having difficulty with.

The moving in link doesn't currently enable you to create a new account at the moment @Jess_OVO 

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Sorry, we can't give you an online quote today

You've probably seen in the news that wholesale energy prices are incredibly high at the moment. This means we can't offer our usual deals to new members right now.

@Jess_OVO does @philipn legally have to setup a new account with OVO as a new tenant or can they simply sign up with another provider as a new customer? 

Hi @Jeffus 

I checked with edf and they said I would need to resolve the account issue first as any attempt to switch would conflict with the previous tenants account. 

@philipn can you get the previous tenant to notify OVO that they have moved out?

Could you ask your landlord to do that?

There is a link on the following page or they could call OVO. 

https://www.ovoenergy.com/moving-home

@Jeffus The property manger called and explained the situation but she was told I have to call or get a family member to call. I believe the previous tenant had already informed them of the move as well and as the letters are addressed to the occupier and have no name I assume OVO should already be aware. 

So sorry I didn’t realise earlier, @philipn, due to current market volatility our online account set-up platform is currently unavailable.

This advice does sound spot on. I appreciate it would be really helpful for us to allow online account set-up at all times so this is really valuable feedback I shall be passing on.

In the meantime I hope a friend or family member is able to help you give us a call to complete your account creation.

@Jess_OVO  I just moved away from home and currently can’t get a family member to help. I also don’t have any friends who live anywhere close enough to help: would it make a difference if the property manager identified herself as a friend?😅 Would it be possible to email someone directly since I am not sure I’ll get a response from the email on the website? Or text works too.

Are you able to use Relay UK or NGTS by any chance? If so, the number you’re after is 18001 0330 303 5063.

You are also able to give consent to speak to anyone you choose, so yup that can be a property manager if you’d like to do it that way. All I’ll say is make sure it’s someone you trust to speak or act on your behalf.