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Switching suppliers and moving home

The latest advice on joining us (or leaving us), moving house, and erroneous transfers

  • 120 Topic threads
  • 2,134 Comments
119 Topic threads
N
New Member**
NinNew Member**
Posted in Switching suppliers and moving home
Just moved into a home OVO supplies - How can I correct the meter details on the account?

Hello everyone, I am new to the UK and it’s my first time to rent a flat. And the flat is an electricity only flat. No gas. The electricity meter is Elster. Not a smart meter. Not a prepayment meter. My property agent informed me the previous tenants’ electricity supplier was SSE/OVO. After I checked SSE tariffs on their website, they showed me one year fixed tariff (unit rate - 38.05 pence per kWh; standing charge - 50.5 pence per day) and two year fixed tariff (unit rate - 35.91 pence per kWh; standing charge - 50.5 pence per day). However SSE customer service informed me the account had moved over to OVO Energy on 13/01/2022.  So I went to check prices on OVO Energy site. The one year fixed tariff shows the unit rate is 40.03 pence per kWh and standing charge is 50.49 pence per day and a smart meter is required. The two year fixed tariff without a smart meter shows the unit rate is 40.26 pence per kWh and standing charge is 50.49 pence per day . Are these prices reasonable? I saw ot

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Emmanuelle_OVO
Community Manager
J
Carbon Cutter*****
Jacko6625Carbon Cutter*****
Posted in Switching suppliers and moving home
Would you recommend switching to OVO Energy?

Is Ovo energy a good energy supplier ? Just signed up with them.

9569
BPLightlog
Plan Zero Hero
J
New Member**
Jili48New Member**
Posted in Switching suppliers and moving home
Do I have to get a smart meter if I switch to OVO?

If I switch to OVO do I have to have a smart meter installed. I was told that some energy companies are including this as a term in new contracts.

707926
P
Carbon Cutter**
C
New Member**
Chrisd48New Member**
Posted in Switching suppliers and moving home
I no longer want to switch supplier away from OVO - how to cancel the switch?

Help. I listened to a friend late last night and did an online switch to Utility warehouse. Just afterwards she told me hers was cheaper as she had other utilities with them. I can’t and don’t want to change broadband, mobile etc. so, I’ve messaged Utility warehouse and said I have changed my mind - 30 mins after I put the switch through. I want to stay with OVO - all prices seem shocking but OVO is slightly cheaper. I’ve had an email just now from OVO to acknowledge the switch request. Can I stop the switch is my query?thanks.

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Blastoise186
Plan Zero Hero
C
Carbon Cutter*
ChrisBraysonCarbon Cutter*
Posted in Switching suppliers and moving home
Landlord asked to email tenancy agreement but hello@ovoenergy.com bounced - how to contact OVO about this?

I am the landlord of a property. I have received an email today asking for details regarding who is responsible for the energy bills as a previous tenant has left the property and new tenancy has commenced. However, on replying to the email it was bounced back as the email address given to me by OVO (hello@ovoenergy.com) is apparently not in use anymore. I can carry out a webchat however I am no 68 in the queue and then I am informed that web chat can not deal with the issue and I must contact OVO by phone.  I see no reason why I would spend my time or my money (ringing your 0330 number) if you can't send me the correct contact details for the information that you require. If you send me a valid email address I will send you the details you need

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Tim_OVO
Retired Moderator
D
Carbon Cutter***
daveafc8Carbon Cutter***
Posted in Switching suppliers and moving home
I cancelled my switch to OVO within cool off but have been charged termination fees - how do I get them refunded?

Anyone else experienced theft by Ovo? £60 removed from my account as early exit fee even though I exited well within the 14 day cooling off period. Money still not refunded. This is theft - money being taken against the law. Hi

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D
Carbon Cutter***
J
New Member**
johnreahNew Member**
Posted in Switching suppliers and moving home
Are you accepting new gas customers at the moment?

We have recently bought a house, and Cadent have connected a gas supply. We have a meter point reference number but no meter, and are choosing an energy supplier. I was told by your support team a couple of weeks ago that although you were able to switch customers who were already electricity and gas customers of other companies, you were unable to accept new gas-only customers who had no meter. Is that still the case, or have things improved?

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Tim_OVO
Retired Moderator
P
Carbon Cutter***
philipnCarbon Cutter***
Posted in Switching suppliers and moving home
How does a new non-verbal person set-up an account following a house move?

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.

27312
Blastoise186
Plan Zero Hero
D
New Member***
dd1dNew Member***
Posted in Switching suppliers and moving home
Moved in and setup account but the starting date is wrong, how can I get this corrected?

Hello, I moved in April into a property with electricity supplied by OVO. I registered, but there was a mistake - my start date was listed 1 month late (14th of may instead of 14th of april, which is when I actually moved in).I immediately phoned OVO when I saw the wrong start date on the contract. The person I talked to was very nice, but said he could not do anything, but would forward the information to the relevant people, who would be able to fix this issue. It has been almost two months, and I have had no news...I have also sent in an e-mail a couple of weeks ago, but I have not received any reply either. Is there some contact number for the contracts team, or some other way to contact and fix this?

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Tim_OVO
Retired Moderator
R
New Member***
ravensclawNew Member***
Posted in Switching suppliers and moving home
My switch away was rejected as I have a 'profile class 0' (commercial) supply - how do I get database updated?

I applied to change my Provider through Uswitch at the end of July. I have been informed by my intended new Supplier that the delay is entirely caused by Ovo failing to amend the database. This has dragged on for ten unneccesary weeks, if anyone knows how I can move this along and switch away from Ovo I would be really grateful. This has been dragging on far too long and I was assured that it was a simple process that would probably only take a fortnight.

361756
Jess_OVO
Retired Moderator
H
New Member*
hels_gNew Member*
Posted in Switching suppliers and moving home
Why won't British Gas set-up a new account following my move?

Hiya - this is not an OVO question but I hope someone can help. My stepson moved into his own house in September 2021. The energy supplier for gas and electric is British Gas. He contacted them on completion to give them his details and a meter reading but they told him, they couldn’t talk to him because he is not the account holder and there are arrears on the account. The house was empty for some time before he moved in (deceased estate) and although we have a name for the former tenant (it’s not the same as the person who sold the property) we have no idea who he is or where he is now. We have tried repeatedly to talk to British Gas by phone and email but we’re getting nowhere. Letters from a debt collection agency are now coming chasing the outstanding amount - still in the name of the former tenant. We know we’re liable for the gas and electric from his moving in date but just cannot get British Gas to update his details or send a bill in his name.  We’ve tried switching as well b

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I
Carbon Cutter***
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in Switching suppliers and moving home
What is the 'Supplier of last resort' (SoLR) and why am I affected by it? FAQF.A.Q.

Updated on 08/07/25 by Emmanuelle_OVO:This is an OVO Community volunteer guide. Sometimes, all good things must come to an end, and as much as we’d all rather not see it happen, even energy suppliers unfortunately cease trading from time to time. And in recent times, this has been happening to a lot more suppliers than usual all at the same time. But what happens if a supplier goes down, and what happens to your energy supply? You never need to panic, as there’s always a solution to these issues. Firstly, I want to reassure you that there are several measures in place to protect customers of failed suppliers and energy supplies will never be disconnected if a supplier goes bust. This forum guide focuses on one of them – the Supplier of Last Resort (SoLR) process managed by the regulator Ofgem. It can’t be used in all cases, but for those where it can be applied, it can effectively rescue all customers and transfer them to an alternative supplier – along with the credit balances of dome

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Blastoise186
Plan Zero Hero
A
New Member*
appshineNew Member*
Posted in Switching suppliers and moving home
What happens to my current British Gas PAYG smart meter credit if I switch to OVO?

I recently moved into a new (rented) property which was supplied by British Gas.  It has a smart meter and was initially set to use PAYG topups.  I want to switch to OVO on a monthly DD.What will happen to my existing credit on the meters that I have already topped up?

214313
jharbinson
New Member***
P
New Member*
P ThapaNew Member*
Posted in Switching suppliers and moving home
My tenants have moved, what do I do next?

  Hi, My tenant has left the property. Currently, it is vacated - i.e. no tenant. They were with Ovo previously. What can I do now?  

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Tim_OVO
Retired Moderator
O
New Member***
OVO CrooksNew Member***
Posted in Switching suppliers and moving home
Why have OVO taken over a supply of my property when I didn't request this?

ive found out today that OVO have taken over the supply of a rental property i own without authority, providing fictitious meter readings to E-on.E-on, equally incompetent, cant tell me who instigated this but as i’m the bill payer and i havent so it amounts to fraud and identity theft. Ovo are shut  - sound like a great scam going on here OVO - identify vacant letting properties, take control on an unknown tariff and give fictitious readings to the outgoing supplier. send the bills at an inflated tariff to a vacant property. Sharp practices which i shall be taking up with the ombudsman

717033
S
New Member***
W
New Member*
willNew Member*
Posted in Switching suppliers and moving home
What can I do if I've moved out but forgot to take a final reading?

Hi, I've moved out of a rented house and forgot to read the meters :( I'm now living away from the property and it's been more or less unoccupied for the most part for the last couple of months so I've got a feeling any estimated readings are going to be way too high. If the estimates are too high (ie higher than the next readings taken when landlord gets property back) how will I get the difference back?? Thanks!!

147984
Eva_OVO
OVO Staff
W
New Member*
WobagUKNew Member*
Posted in Switching suppliers and moving home
2 meters with 2 MPANs- can I switch to OVO?

I'm looking to change suppliers and Ovo is definitely high on the list.However I am told we are a bit unusual, we have two meters, one to do the cheap nighttime electricity, and one to do the day rate, so that means two MPAN numbers etc.Is this something Ovo can accommodate? I had another supplier tell me they could but it would mean two standing charges, which is definitely something we don't currently pay to one of the big suppliers.

58381
Tim_OVO
Retired Moderator
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Switching suppliers and moving home
Meter Reading Disputes - What are they?F.A.Q.

Updated on 24/02/25 by Bradley_OVO:   Switching suppliers can seem complicated so we’ve explained the full switching process on this great guide. Once you’ve made the decision to switch, the next important thing to remember is to submit some opening meter readings when your new supplier asks. If that new supplier is OVO you can submit these on your online account or OVO app (download for Android or iOS).  You may be wondering, what happens if you forget to submit the meter readings in time?  As with your monthly summary, if we haven’t received an opening meter reading (either submitted manually or sent automatically by your smart meter) we’ll use an estimated reading. This estimated reading will be based on the history of your meter readings held by the energy industry and will be agreed with your previous supplier to use on your final statement with them.If it’s been a while since you’ve submitted readings to a previous supplier, you might notice that the opening reading doesn’t line

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Emmanuelle_OVO
Community Manager
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Switching suppliers and moving home
What is an Erroneous Transfer (ET)?F.A.Q.

Updated on 11/07/25 by Ben_OVO:   Why have you let me know I’m leaving OVO when I didn’t request to switch? Sometimes we receive a request for us to switch your supply away from us in error. Whilst it’s quite rare there’s a few reasons this may have happened,Human error - someone may have entered your address details accidentally when applying for a genuine switch Fraud - very occasionally fraudsters may use your details to apply for an energy switch (if the details held by the other supplier match your details it might be worth contacting your bank and checking your internet security procedures) Mistake in your address listing on the national database - If way your address is listed is unclear or incorrect this can cause issues switching. Check out this topic for more advice in getting this corrected. How do I stop the switch taking place? If you receive an unexpected leaving email, contact our Support Team to let us know you don’t want to go. They can put a stop to the impending swit

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Emmanuelle_OVO
Community Manager

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