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

  • 15 January 2018
  • 43 replies
  • 6713 views
I’m moving house, why can’t I take my OVO account with me?

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43 replies

Userlevel 5
Hi @Nanna jue - I've moved your post onto this thread. You should find the information you need here!
HI - I'm stuck in a loop trying to tell Ovo that I'm moving house. The FAQs send me to MyOvo, but there's nothing in there telling you how to do it.



Please could someone tell me where it is?



Thanks
Userlevel 5
Take a look at the best answer for more info on this, @albeau. There's a Moving Home tab on My OVO - you can use this to let us know you're moving out.
I am 3 months into a 1 year fixed contract, I am due to move into my brothers place leaving the rented property vacant at the end of August, will I have to pay a penalty for leaving mid contract? Also how long does it take for my account to close and the money already in my account refunded to me? Thanks
Userlevel 6

Hey @Stuartw,

You won't incur any exit fees, if you are moving out of the property, you can find all the info you need here.

Let our team know the date you're leaving the property and the readings on the day you leave, this will ensure your final statement is accurate. Your final statement will be issued within 48 hours of this and your subsequent refund will follow within 10 working days.

You can send us a message on FacebookTwitter and our Help Centre has online chat, or give them a call, you can reach our Customer Care team 9-5 Monday-Friday on 0330 30 5063.

Hope this helps!

Moved to Scottish Power after house purchase via Uswitch. I am paying for energy to Scottish power but my wife keeps getting direct debit request from OVO.  Calling OVO is a waste of time as waiting time is never ending. Called many times  waited almost half an hour and gave up.  Don't know how to communicate this to OVO that we are not their customer anymore. I have some outstanding amount that I owe for around a month to OVO during the switch that I owe to OVO and would like to settle this.  Anyone has any advice?

Userlevel 4

Hey @Bhundle, welcome to the forum!

 

If you were with us in your old home you’ll need to close your old account, this can be done by filling in this form.

 

We’ve been quite quiet all week wait times have rarely exceeded 5 minutes. Please ensure you’re calling the right number, the one you need is 0330 303 5063 Monday-Friday 8am-6pm. We’re on FacebookTwitter and our Help Centre has online chat!

 

Thanks,

Ed

Userlevel 7
Badge +5

Erm… I’m a little surprised that the switch to Scottish Power is proceeding if there’s a remaining debt on the old OVO account, @Bhundle. This is one of the factors which usually stops your progress to the New Supplier.

If you’re receiving DD requests then I assume this is because you stopped the DD Mandate at your bank. Somehow you need to make a one-off payment to OVO in order to allow the switch to go unhindered.

You would normally do this by clicking the One-Off Payment option on your MyOVO page.

All aspects of a switch are handled solely by the Receiving Supplier. The Relinquishing Supplier (OVO in this case) receives Notifications from ECOES and Xoserve, who are the National Databases for electricity and gas meters respectively.

We moved house on Wednesday. We had OVO at our old house and I want to move the account with us. It seems that all I can do is cancel at the old place and set up a new account. This means we’ve lost our old deal and will have to pay more each month. How can I get our plan moved with us?

Userlevel 7
Badge +3

Howdy @ladyruskin !

Congrats on the new place, I hope your move is going well. :)

Nice to hear you’re thinking of bringing OVO along as well. I’m afraid this is correct however, and is the same story across all suppliers. Everything is treated as a set, from the meters (and IHD), the Meter Serial Numbers, MPAN/MPRN (for the electric/gas supply numbers), account number, active tariff/contract and address. You can’t break that set or split it up, it all has to remain together. OVO is required to close your existing account at that address so that control of the supply is released back to the landlord/estate agent/new householder in order to let a future householder sign up under their own name. It also makes sure your liability for the bills is terminated on the date you moved out - you’re no longer responsible for the bills  for that property after the account has been closed and final bill paid off.

The good news however, is that you don’t have to pay any early exit fees in this case, as long as you cancel the old place via the Moving Home process. OVO will automatically waive the early exit fee once you do this. Signing up at the new place has to create a new account so that it can be linked to the correct supply and makes sure that you’re able to take control of it.

There’s some more info in this guide I found as well.

 

**Edited by mod - comments moved to existing guide**

 

I hope this helps. If you still need help, feel free to reply back to this thread.

Userlevel 7
Badge +1

It’s a slight shame (as I found, the last time I moved and “took Ovo with me”), that the rate of interest paid on credit balances resets to 3% from the 4% or 5% that it might have been before the move.

Presumably this is because it’s a “new” account.

In my case, I’d been with Ovo for 8+ years and so it had been up at 5% for many years.

Even at 5%, it was only ever pence per month (I didn’t try to use it like a savings account, just ensured that my account was always in credit), but still … I think Ovo is missing a trick here, causing needless irritation to customers who are, actually, showing some loyalty.

Thanks both. @Simon1D i agree. They should see it as some kind of incentive to stay with OVO, like a no claims bonus on insurance of similar. 

Userlevel 7
Badge +3

No worries.

I can definitely ask @Tim_OVO and @Jess_OVO to pop this in the suggestions box, as it sounds like a good one. I can’t make any promises that it will actually happen, but you never know.

Indeed. If you don’t ask, you don’t get!

Userlevel 7
Badge

Great question, @ladyruskin and a great first comment/answer from @Blastoise186 - showing us all how it’s done!

 

Please be advised that when you sign up to a new plan at the new place, you’ll no longer have the interest reward as part of the plan offering. As of earlier this year, it’s an incentive only in place for existing supply accounts. See the list of available plans here.

 

 

Hi,

 

I called ovo customer services this morning but no actual help so I come here instead.

I am moving house via renting on Friday 08.04.22, however I am still liable for the current property till Thursday 28.04.22 when I am handing over the keys. People that rent will know that the notice to vacate is 2 months, however due to my circumstances(i found my husband killed himself in the property by hanging and tried to revive him with no success, so pretty traumatic) the current landlord agreed to give one month notice instead of two.

As I can't change providers due to the high costs of energy, I will stay with ovo, so my question is how do I go about doing this? I called customer services but the advisor was not listening to me advising when I move house to give the meter readings, I am going to be liable for two properties from the 8th of April till the 28th of April.

Can someone please help me with advice on this matter, so I don't have to take my problem publicly on social media, contact Mr Fitzpatrick or make a complaint yet again. 

 

Thank you 

Userlevel 7
Badge +3

Hi @Maria Pulford ,

I’m sorry to hear of the circumstances. I think I know the best way to handle it.

If you log into MyOVO and then head to https://account.ovoenergy.com/moving-home you can set up your move out date in advance. On the date your tenancy ends, please submit one final meter reading so that OVO can generate your final bill and start to close down the account.

At your new property, if it’s already supplied by OVO you can simply sign up via https://switch.ovoenergy.com and get things going on the same day. If it’s supplied by another supplier, you’ll need to temporarily sign up with them first and then start a switch to OVO if you wish to keep OVO as your supplier.

Userlevel 7

I’m so sorry to hear of your loss, @Maria Pulford.

 

As @Blastoise186 has mentioned your current OVO account would need to be closed, even if you’d like to stay with OVO at your new home. As your OVO energy account is linked to the meter details at your address we can’t simply continue the existing account. This would allow you to set-up a new account with the supplier of your new address even if the dates overlap.

 

We’ve got a full guide to explain this process above.

 

I hope this helps to ease the moving process for you at this difficult time. 

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