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I’m moving house, why can’t I take my OVO account with me?

  • 15 January 2018
  • 43 replies
  • 6841 views
I’m moving house, why can’t I take my OVO account with me?
Tim_OVO
Rank
Userlevel 7

Updated on 18/07/22 by Jess_OVO

 

Moving home can bring with it much unexpected admin, one thing you might not have been expecting to do is close down your OVO account.

 

Wondering why this isn’t something you can pack up and take with you to your new place? 

 

As each OVO account is linked to the meter details at your home, when you move these details change so your account with us has to change too.

 

Closing your current OVO account

 

You can let us know that you’re moving on your online account or OVO app (download for Android or iOS) up to 28 days before your moving date by selecting the ‘Moving Home’ menu option.

 

Exact appearance may vary

 

We’ll then close your account on the date you enter here. If you don’t have a smart meter, don’t forget to check the meters as you leave and submit the final meter readings on the ‘Meter readings’ page. You’ll then receive a final statement covering the final energy used before your move within 4 weeks of the date you left.

 

Setting up a new account

 

The process for creating a new account varies slightly depending on who is currently suppling energy to your new home when you first move in. Check out this topic for some great advice in how to find out this info.

 

If we’re the supplier, you’ll just need to set up a new account by entering your details on our Moving Home page and we’ll set up an account from the date you moved in. Once again if there’s not smart meters at your new house you’ll need to check the meter readings on your first day (or as close to it) so we can use these to start your account.

 

If we’re not the supplier already, there’s just a couple more steps to get a new OVO account set-up if that’s what you choose to do. You’ll need to get in touch with the current supplier to let them know you’ve moved in. They may ask for a set of meter readings and will set up an account for you to cover your usage costs until you decide what you’d like to do next. You can check out our current plans and apply to re-join us here, however there’s no obligation to, you might choose to switch to another supplier or stay with the current supplier there, the choice is yours.

 

If you do decide to switch back to OVO you’ll get a new account with a brand new account number. We’ll get you back on board as soon as we can (from the next working day) but bear in mind that the cost of the energy you use during this time will be charged by the original supplier. They’ll send you a final statement within 6 weeks of the date you switched back to us. Check out our guide to joining OVO for more details about this process.

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6

43 replies

N
Rank
We are due to move house within a couple of weeks of our fixed price deal expiring, although we don't yet have a certain date. Should we accept the next fixed price offer now and renegotiate when we move? If we don't accept it now will we be able to negotiate another fixed price deal after a gap when we move into our new house.
A
Hey @nixtek



I've moved your query over to an existing topic on moving home.



You can also find more information here: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/moving-home/im-moving-home-how-can-ovo-help-me.html.



Thanks,

Emily
K
Rank
So am I right in thinking any tarriff isn’t portable?



My grandmother is moving home and is only a few months into a 2 year fix.



I couldn’t find a way to move her deal so signed her up again to another new Ovo deal that isn’t nearly as good 😞
A
That's right, @Kris



Your grandmother won't incur leaving fees if she moves out of the property mid-contract - but we can't move the contract from one property to another. If any OVO customer wants to sign their new property up, they'll need to complete the quote and switch process again here: https://switch.ovoenergy.com/



Thanks,

Emily
K
Rank
That's right, @Kris



Your grandmother won't incur leaving fees if she moves out of the property mid-contract - but we can't move the contract from one property to another. If any OVO customer wants to sign their new property up, they'll need to complete the quote and switch process again here: https://switch.ovoenergy.com/



Thanks,

Emily





Thanks, she’s moved out now and I’ve signed her up to Ovo at her new home, the switch is in progress.



I’ll cancel at her old home once it’s sold.
C
Rank
Hi - we’re movIng into our new house tomorrow but have not yet sold our current house that is supplied by Ovo. Obviously we want to keep the gas and electricity on in our old house albeit at very low levels. Can we get our direct debit reduced, and can we have two properties on one Ovo account if we decide to change the new house over to Ovo too?



Thanks



Dave
Nancy_OVO
Rank
Userlevel 5
Hi - we’re movIng into our new house tomorrow but have not yet sold our current house that is supplied by Ovo. Obviously we want to keep the gas and electricity on in our old house albeit at very low levels. Can we get our direct debit reduced, and can we have two properties on one Ovo account if we decide to change the new house over to Ovo too?



Thanks



Dave



Hey @Cowlid,



I've moved your post onto this topic about moving homes, where you should be able to find the info you need.



Nancy
Your guiding light(bulb)
S
Rank
Hi, I just moved to new rent property few weeks ago as I receive bill from OvoEnergy as I would like to register account on OvoEnergy which I've register or set new account as it mention it sent to my email (gmail) but I've not receive anything. I've email you twice and not hear anything back. Please advise.
Nancy_OVO
Rank
Userlevel 5
Hey @spiderkzn - I've moved your post over here where you can find information about moving in and out!
Your guiding light(bulb)
MadelaineJennae
Rank
I have an OVO account in my current home and wanted one when I move.

I gave my new address and my quote was unexpectedly higher than my present

home even though the size of the new property is not much larger.

I will also have a smart meter for my new property does this mean that the recommended

payments will adjust to the actual amount used?

Will I lose any benefits accrued from having been a customer of several years as I will now

be a new customer again?
MadelaineJennae
J
Rank
I moved house a few months ago from ovo and transferred to ovo at the new house too. Similarly, despite moving from one two bed to another my monthly payment went up... i figured I'd just leave it for a few months and see if there was an actual change.



I was able to transfer my contract so not considered a new customer, and i didn't lose out on the fixed rate i had been on.



The transfer was a bit of a faff though. Despite giving them the move in date for the new house they started the process automatically, and if i hadn't caught it they would have started my account 3 weeks before i actually moved in, cutting off the edf supply for the previous owner in the process! We had to wait until a week before moving to try again.
A
Hey @MadelaineJennae - I've moved your query over to an existing thread on moving in/out.
J
Rank
I have been an OVO customer for several years and in March took out a one year fixed deal. I moved home in the summer and was told that this would be transferred to the new house when I transferred my supplier.



This all went through in August and I've just realised why my bills are much higher than expected. Instead of being able to carry my March 2018 fixed deal, I've been put on the September 2018 tarriff, which is higher. It also means I am tied to Ovo (who I'm finding increasingly disappointing) until August and not March.



Has anyone else been through this?
Tim_OVO
Rank
Userlevel 7

I moved home in the summer and was told that this would be transferred to the new house when I transferred my supplier..... I've been put on the September 2018 tarriff, which is higher.

 


I can understand this from your point of view @Jlmjlm. The reasoning behind this relates to the nature of a fixed contract and how we buy the energy. It's best to think of the contract being with the property, not the person. Property A signs up to a 12 month contract, so we buy the amount of energy property A tends to use in a year, in bulk, at the start of the contract. Getting you the best prices. If you move out of property A, it's unfair to recoup the losses we're making, if the new tenant of property A switches supplier.

If you then switch to OVO for property B, we need to buy energy in bulk for the length of the new contract, for the new property, and this relates to the current wholesale prices on offer.

 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
J
Rank
Thanks for the info Tim. Sadly, this was not what I was told when I phoned to query the moving house process (back in the summer). Nor was it mentioned in an email I received when I queried whether or not I would have to pay the early release of contract fee.



I understand your explanation, but am still disappointed with the wrong info I have been given up until now. Budgets were calculated on the old rate, and luckily (but grudgingly) I can pay the extra, but I'm sure many customers couldn't.
Nancy_OVO
Rank
Userlevel 5
Hi @Jlmjlm,



You don't have to pay any exit fees if you move house. You'd only need to pay these fees if you switched supplier mid contract. If you were advised differently on the process, this is something we'd want to look into to make sure we're giving everyone the right information. If possible, please send us a PM as Tim advised above so we can investigate.



Thanks,

Nancy
Your guiding light(bulb)
J
Rank
We have a smart meter, do we need to provide actual readings on our moving out day or will you just use the info sent from the meter itself once we confirm our moving date?



I understand we have to close our current Ovo account and set up a new one for the new address but we are in credit so what happens to the credit when we close the account?



We currently pay by direct debit, so do we need to cancel it ourselves via the bank or will you do it automatically when we switch?



Our new address has a different supplier but we want to stay with Ovo - do we pay them until Ovo takes over our supply or is this sorted our between the two suppliers during the switching process?



Thanks!



J
A
Hey @Jillyc - I've moved your query over to this topic!



If you have a smart meter installed - you don't need to worry about giving us a meter reading on your move out date. The important thing is to let us know you're moving out here: https://www.ovoenergy.com/moving-home.



We'll then close your account down on your move out date, cancel the Direct Debit arrangement and issue a refund of any leftover credit back to your bank account 7 working days later.



In regards to the new property - check out the 'best answer' at the top for more information.
T
Rank
I am currently on an OVO dual fuel contract with £30 exit fees. I understand that if I move home during the contract period that I have to cancel my contract at my old house and reapply to start a new contract at my new home. My questions are, will I be charged the 2 x £30 exit fee and secondly will I be able to continue with the same tariff at my new house or do I have to go onto what ever deal is available at that time?



I'd greatly appreciate some clarification on these points.
Nancy_OVO
Rank
Userlevel 5
Hi @Terry Ward - I've moved your post onto this thread. You should find the answers to your questions here!



Thanks
Your guiding light(bulb)
D
Rank
Hi,



I am trying to inform OVO that I am moving home next week. Website says to do this on My OVO but there is no option on My OVO. I don't know if this is because my current plan is coming to an end?



When I call OVO on 0330 303 5063, it says the number is for emergencies only and directs me to My OVO an the forum.



I would also like to have OVO supply my new address also, but current owners of the pace we're moving to aren't supplied by OVO.



I have smart meters, so do I need to provide meter reading on move out date?
Tim_OVO
Rank
Userlevel 7
Thanks for posting @Dcarter



You can complete the moving out form on MyOVO, look on the left hand side bar. it would be handy to have readings on the day you move, press 9 on each meter's keypad to confirm this!





You can then sign up the new place here!
Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
C
Rank
We may be moving house soon and would like to stay with OVO. If the new house has smart meters which can't talk to OVO, would there be a charge for new ones to be fitted? Or can existing smart meters be recalibrated for a switch to OVO? Thanks!
Nancy_OVO
Rank
Userlevel 5
Hey @Chazza - more info about moving house on this topic. If we can't connect to the meters at the property, we can always replace them for our smart meters!
Your guiding light(bulb)
N
Rank
I am moving home and currently with ovo energy I have taken ovo with me to my new address will that automatically cancel my account at my current address please xx

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