I'm a landlord. I've already told OVO my new tenants have moved in but I'm still being billed? Why?

Hey @Mamas,

Sorry for the issues you’re having,

You can set up your account here. Once your account is set up you’ll be able to log into your Online Account and submit meter readings. This FAQ might be helpful to you:

When you set up your account, you should be asked for the meter reading to open the account to, which would be the one taken when the previous tenant left. 

If you have any issues with estimated bills:

Our Support team’s web messaging and WhatsApp opening hours are:

• 8am - 6pm Monday to Friday 

• 9am - 2pm on Saturdays

Hope this helps. 

Good afternoon,

I moved out of my old house on 01/03 and informed SSE (a month prior) and OVO just before moving (due to the change). I received my ‘final bill’ on 02/03, which was immediately paid. However, I notice the account is still open with my details and charges are racking up with use from the current tenants.

I’ve tried calling but can never get through (call is dropped or have been hung up on) and the customer service agent on Whatsapp told me I have to get the current tenants to ring up and then has subsequently ignored any follow up.

How can I go about either closing the account or having my details removed until the current tenants set up their account?

Thanks,
Matt

Hi @Shawm44 I would recommend

1. Making sure OVO have a copy of any end of tenancy letters you have.

2. Also a copy of any new tenancy documents you have for your new home. 

3. Also double check you haven't inadvertently left anything registered as your old address as this can cause issues in the future. It may take a few months for things to come off, you can check one or more of the credit reference agencies free statutory reports like

https://www.experian.co.uk/consumer/statutory-report.html

OVO don't have an email address but you can send photos etc via direct message on the OVO Twitter or Facebook page. Include your name, address, account number and date of birth to pass security along with any other message. Obviously don't post publicly. Both are official ovo support channels and the staff their can access your account.

https://www.facebook.com/ovoenergy

Ask the OVO or Twitter team for a letter to be sent to your new home address saying you are no longer liable from the date you advised. 

Finally i would recommend putting in a complaint, simply because if this drags on for 8 week you can then ask the Energy Ombudsman to support you and order OVO to refund you and pay compensation.

https://www.ovoenergy.com/feedback

Hey @Shawm44,

Sorry for the issues you’re having,

If you have access to your OVO account you can process the change of tenancy via your Online Account check out this helpful tutorial:

Sorry you were mis-informed, we don’t need the new tenants details to process the move out. I’d advise calling Support on 0330 303 5063 if the account migrated to OVO and you don’t have access to the online account. They’ll be able to get this sorted for you.

The final bill can take 4 weeks, so it may be that your change of tenancy has been processed but your account isn’t fully closed yet. 

Hope this helps. 

Thanks @Jeffus and @Emmanuelle_OVO.

The charges seemed to stop and got in touch with support. Who advised that they were charges racked up before 1st March, but for some reason weren’t on the final bill. However their estimates were a lot higher than our usage was, so now we’re owed money!

Will keep an eye out to make sure there’s no more activity on the account and will keep the Ombudsman in mind if there are.

Hi,

I have taken possession of a property that is to be rented out.  The property currently receives Gas and Electricity from OVO.

The tenant will be responsible for establishing utility services, but The won’t be moving in for several weeks.  In the mean time, the property is empty.

What information do you need from me?

Thanks,

Paul

Hi @BrennanWysteria ,

I’m a forum volunteer.

My advice would be to call OVO tomorrow on 0330 303 5063 to set up a temporary landlord account. They’ll sort you out. Please ensure the tenant signs up via https://switch.ovoenergy.com when they move in.

Thanks for your help