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neerajk
Rank 1
July 11, 2022
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Why have I received a bill covering energy used before I moved in to my new home?

  • July 11, 2022
  • 60 replies
  • 12310 views

Hi All,

 

I recently moved into a new house at the beginning of March and have received a bill from

OVO asking me to pay £700 from October to March, despite not living here. I have provided copies of my completion statement, my old tenancy contract, my old electric bills and a copy of moving company booking to prove this, however this has not been corrected and I am still being asked to pay this. I have contacted customer support numerous times, have been told that a case has been opened however whilst there is an open balance on my account with no direct debit, my details will be passed to credit reference agencies and third parties to seek collection. Has anyone got any advice on what I can do to resolve this. 

Best answer by Jess_OVO

Updated on the 08/05/26 by Abby_OVO​​​​​

 

Hi @neerajk and welcome to the OVO online community,

 

Firstly I’m so sorry to hear that you’ve received a bill covering the time before you were liable for your new home. Just to confirm was this statement addressed to ‘The Occupier’? If so this would be sent out if we’re not sure who’s responsible for paying the bills at the moment.

 

 

If we’ve not heard from the new occupiers we might carry out  a ’trace and search’. This process involves using the information held for the address by credit reference agencies and the electoral roll to find who was registered at this time. If your details have been found in error, we can remove them once we’ve confirmed that this was a mistake. We may ask for a document to prove this, such as a signed tenancy agreement or council tax notification showing you were living at a different address by this date. It sounds like you’ve already sent us copies of these documents so I’m sorry to hear things aren’t yet resolved.

 

We’d recommend contacting our Support Team directly to check the status of the case that’s been raised. I hope this helps get this settled. The following topic may also be helpful for anyone who’s just moving into or planning on moving into a home already supplied by OVO:

 

60 replies

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Blastoise186
Super User
Blastoise186Super User
Super User
February 6, 2025

In that case, please tell us what heaters/hot water the property has. That’d provide us with some clues.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
C
Newcomer
chigboking
Newcomer
February 6, 2025

The Meter itself doesn’t know that you just moved in - that figure is for guidance only and should not be relied upon for billing.

So how long does it take to reset? 
the way the numbers keep flying calls for concern haha

C
Newcomer
chigboking
Newcomer
February 6, 2025

In that case, please tell us what heaters/hot water the property has. That’d provide us with some clues.

my heater is electric uses heat pump. The heating can be controlled individually. I’m not really sure about the heater. But it’s powered just through the boiler. Now the boiler I turn it on once or twice a day for 45mims to and hour max. 

Blastoise186
Super User
Blastoise186Super User
Super User
February 6, 2025

The info on the Meter will reset when your next billing cycle starts as long as it knows what that is. Some parts may reset on the 1st of the month however.

I have a suspicion that whatever your issue is, leaving OVO won’t fix it. But I need to know what heaters you’re running and what tariff you’re on.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Blastoise186
Super User
Blastoise186Super User
Super User
February 6, 2025

In that case, please tell us what heaters/hot water the property has. That’d provide us with some clues.

my heater is electric uses heat pump. The heating can be controlled individually. I’m not really sure about the heater. But it’s powered just through the boiler. Now the boiler I turn it on once or twice a day for 45mims to and hour max. 

I see. Heat pumps can use a lot of juice if used incorrectly. I will ask ​@juliamc to stop by as she might be able to help you get that under control. ​@M.isterW have you got a sec too?

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
C
Newcomer
chigboking
Newcomer
February 6, 2025

The info on the Meter will reset when your next billing cycle starts as long as it knows what that is. Some parts may reset on the 1st of the month however.

I have a suspicion that whatever your issue is, leaving OVO won’t fix it. But I need to know what heaters you’re running and what tariff you’re on.

See my tariff attached. How do I know what heaters im on?

 

Blastoise186
Super User
Blastoise186Super User
Super User
February 6, 2025

Hmm… S2 EDMI meter…

Please also post photos of your heaters and we’ll identify them for you - best to include the controls too!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
C
Newcomer
chigboking
Newcomer
February 6, 2025

That’s the heater all around the house. 

Blastoise186
Super User
Blastoise186Super User
Super User
February 6, 2025

Then I suspect I may have cracked the case. That looks like a fan heater… Yet you’re running on Economy 7? That’s probably a bad combination…

You should probably explore OVO’s Single/Flat Rate tariffs instead. Let me grab ​@Nukecad as he’s way better at the numbers than me!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
C
Newcomer
chigboking
Newcomer
February 6, 2025

Then I suspect I may have cracked the case. That looks like a fan heater… Yet you’re running on Economy 7? That’s probably a bad combination…

You should probably explore OVO’s Single/Flat Rate tariffs instead. Let me grab ​@Nukecad as he’s way better at the numbers than me!

Okay great expecting a response. 

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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