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philipn
Rank 2
July 6, 2022
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How does a new non-verbal person set-up an account following a house move?

  • July 6, 2022
  • 12 replies
  • 359 views

I am a first time tenant who recently moved into a home supplied by OVO but I am receiving bills under the previous tenants account. I am non-verbal and have tried emailing and using the online chat service both of which haven't worked. Is there anyway I can resolve this without calling? The property mangers have already tried to resolve this by calling and explaining all this but the advice has still been to call.

 

I also already looked into switching to a more accommodating service but unfortunately still need to set up an account on OVO before I could do so.

 

PS- I live alone and quite far from any family so getting someone to help would be quite difficult. I also would prefer to not have to rely on such methods.

Best answer by Jess_OVO

Updated on 25/08/26 by Ben_OVO

Hi @philipn and thank you for raising this important issue here.

 

Just to double-check have you attempted creating your new account online here. This would be our initial advice to anyone moving in to a home we supply as we can’t set up and account via webchat or email at the moment.

 

If there are any technical issues which might prevent you creating your account online, then it would be necessary to contact us on the phone. Do you have a friend or family member who might be able to help with this? We’ve got more advice on adding a secondary contact to help with managing your account in the topic below:
 

Info on accessibility and alternative contact methods, including British Sign Language, can be found on our website here.

 

If you or anyone in your household has any vulnerabilities, disabilities or young children we’d recommend signing up to the Priority Services Register. You can find out more, and sign up here.

 

 

12 replies

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Rank 2
philipnAuthor
Rank 2
July 11, 2022

Thanks @Blastoise186. I wasn't aware of such a service and it worked great😄 Managed to get through to Molly in customer service who was brilliant in handling everything👌

 

Thanks to everyone who took the time to help me resolve this:) @Jess_OVO @Jeffus @Blastoise186 

 

 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    July 11, 2022

    No worries. :)

    As far as I’m aware, OVO’s stance is that they’ll happily accept calls anytime via Relay UK on the understanding that the Relay Assistant is simply translating between text and voice on your behalf.

    The House Rules here also permit me to share some other helpful advice if I think it might be useful, even if it’s not related to energy per se. And I often have quite a lot of it. Everything I’m about to suggest is provided completely free of charge, no matter who your phone provider is.

    If necessary, the Relay Assistant will explain how the service works to the other person on the call so that they know how to make best use of it and can provide advice about using the service to both parties at anytime on request. They’ll stay in the background and translate and relay absolutely everything they see and hear from either side of the call but may need to step in if the call is getting a little too tricky to manage.

    I’ll give you a handy tip actually. Anytime you want to use Relay UK again, use the same process as you did with OVO and remember to prefix 18001 in front of the number before you call it so that Relay UK knows it needs to step in. Anyone who wants to call you via Relay UK can prefix your number with 18002 and it’ll do the same thing in reverse. If you need to call the emergency services, the number you’re after is 18000. Please don’t use that last one for any other purpose as it basically dials 999 via Relay UK.

    You may also want to consider setting up emergencySMS as well. Not sure if it still works as for obvious reasons I’ve never tested it myself, but it’s worth mentioning anyway.

    The final one you will definitely find useful is the TextNumbers service operated by Relay UK. Using this service, you can get a TextNumber to share with other people that will automatically activate Relay UK and forward the call to your registered number in one step. You can still use your registered number as normal of course, but this might make it easier for people to call you if they don’t know you’re using Relay UK. :)

    In some cases, you might also be entitled to a slight discount off your phone bills too if you’re using Relay UK. Definitely worth asking your phone provider about that, as they’ll be best placed to check and set it up if available.

    If you have any problems at all with the Relay UK services, you can contact them here.

    Enjoy!

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      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd