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EB23
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August 10, 2019
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Moved into new property and I owe previous tenants bill, why?

  • August 10, 2019
  • 94 replies
  • 48551 views

I have previously moved into a new property supplied by OVO and as now the legal occupier I opened a letter to them sending debt collectors round because the previous tenants hadn’t paid their bill!

I was mortified that they are doing this! I tried calling and couldn’t get through to them at first. When I did the gentleman was very reassuring and told me he would rectify the bill and did the sale pitch to which I decided to stay with them.

Received the new statement and they are still trying to charge me!! I’ve had it with this company already! Painful is an understatement! Plus my new email as a new client states they are open Saturday they are not!

Not at all happy and want to go back to Bulb Energy even though they are slightly more expensive. Customer service was second to none.

Best answer by Amy_OVO

Updated on 07/09/26 by Ben_OVO

 

Sorry for any confusion caused by the debt notification letters you’ve received since moving home - you won’t be responsible for any energy used by a previous tenant.

 

Sounds like we’re currently supplying the energy to your new home and have sent letters addressed to ‘The Occupier’, as we don’t currently have an account set-up for you. You’ll need to set up an account with us, which you can do online here. 

 

Once you put in your new address details the website will recognise we already supply your new home and give you a quote based on the usage figures we have for the property. 

 

Even if you’re planning on switching suppliers you’ll need an account to cover the period before you leave. When we create your account we’ll check the date you moved in and the opening meter readings. There’s more advice on this process in the guide below:

 

 

Once you’ve created an account any letters addressed to ‘The Occupier’ can be ignored - they may have been posted out before your account was created, or relate to a time that you’re not responsible for. The charges showing on these letters won’t have an impact on your account.

 

We’ll contact you with your first statement (via post or email depending on your chosen method) within 4 weeks of you creating an account. You’ll know it’s your statement as we’ll address it to you, rather than to ‘The Occupier’. The easiest way to keep an eye on your new account is by logging in to your online account or downloading our app (available for iOS and Android). This tutorial collection contains all the info you’ll need to manage everything online:

 

 

 

OVO customer but not got a smart meter yet? - Book today.

Interested but not yet an OVO customer? - Check out our plans.

 

94 replies

Show previous replies
Firedog
Super User
FiredogSuper User
Super User
September 6, 2026

It looks like ​@Nukecad, our resident debt advisor, has gone down the pub, but I’m sure he’ll be back in the morning. Meanwhile, you might find his article on this topic very useful:
 

That’s about the next stage, when OVO have given up trying to collect. 

If OVO Support aren’t being helpful, then yes, you should enter a formal complaint. You should do this in writing - e.g. by email to complaints@ovoenergy.com - explaining your problem in detail. The procedure is laid out here: Want to make a complaint? | Our complaints procedure | OVO Energy.

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Newcomer
    Lpen
    Newcomer
    September 6, 2026

    Write to Holly Thomas of the Money section of The Times. If she takes your case she’ll soon sort and get you compensation. 

      Nukecad
      Super User
      NukecadSuper User
      Super User
      September 7, 2026

      Annoying when you keep getting these collection letters isn’t it?

      I see that Firedog has already given you a link to the article I wrote about dealing with such letters.

      If you follow the advice there then you should be able to stop them.

      Remember that no matter what the letters threaten they cannot take“The Occupier” to court it has to be a named person, courts will only issue CCJ’s against a named person who the collection agency can show owes the debt.

      I said, Hey - Watts going on.
        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        September 7, 2026

        Welcome to the Forum ​@Hemiola, and thanks for your advice on this one ​@Firedog ​@Nukecad and ​@Lpen.

         

        ​@Hemiola sorry to hear about this - very frustrating when these letters keep arriving. Please be assured that there will be no black marks or action against your name whatsoever. These comms are automated, and sent as part of the collections cyle.

         

        As ​@Firedog suggests - please log a complaint about this. You can find our complaints process here.

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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