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ttbyellowbelly
Rank 1
May 4, 2023
Solved

Why can't landlords advise you of new tenants online?

  • May 4, 2023
  • 13 replies
  • 1602 views

It’s very frustrating contacting OVO to inform of changes to tenancies - it takes so long.  Why isn’t your website capable of accepting these changes?  Is it really necessary for me to spend the best part of an hour listening to music whilst on hold, just to tell you a few dates and details which I could easily do online?

In this day and age I think it wise to update your systems, making it easier to inform you of changes.  Stating that you need to talk to a customer before you set up an account or alter details seems a little unique when other companies do not.

Best answer by Emmanuelle_OVO

Updated on 21/07/26 by Ben_OVO

 

We now accept new tenant details from third parties like landlords or letting agents. They will need to contact our Support Team to provide the new tenant details and the tenant will be put onto the standard variable (Simpler Energy) tariff. They can then choose a new plan themselves when they access their account.

Hey @ttbyellowbelly,

 

If you’re moving out of a property this can be processed via your online account, check out this helpful guide: 

 

 

If you’re moving into a property supplied by OVO you can sign up here.

 

 

If you’re a landlord who had a period of time without a tenant, you’ll need to make sure you have an account set up to cover any standing charges and usage during that time. Even if a new tenant is moving in soon, landlords are still liable for anything between tenancies.

 

Hope this helps.

13 replies

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Newcomer
heidi.proff
Newcomer
April 23, 2026

Hello, 

I have recently had new tenants move into my rented property and I would like to change the account from being in my name to being in their name? 

Nukecad
Super User
NukecadSuper User
Super User
April 23, 2026

You will have to close your account, and the tenants will have to open a new one in their name.

You should dispose of your topup keys/cards, and they should get new ones.

 

PS. Is the PAYG meter a Smart Meter or is it an old one?
If it’s an old one then once their new account has been set up the tenants should consider getting it changed to a smart meter, they are much more convinent to use than trailing to the shops to top-up.

I said, Hey - Watts going on.
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    April 23, 2026

    Hey ​@heidi.proff 

     

    Welcome to the Forum, I’m glad to see Nukecad has already stopped by with some really helpful advice here.

     

    The guide they’ve linked to should help you get things sorted out.

     

    Nukecad did raise some good questions also about the meter set up, and recommending the smart meter even for the Pay As You Go is a great idea as that’ll make the handovers from tenant to yourself much easier in future, as well as for topping up etc as suggested by Nukecad.

     

    I hope this helps, do let us know how you get on.

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