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Rank 1
July 11, 2022
Solved

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

M.isterW
Rank 6
Rank 6
February 6, 2025

If you've got those heaters throughout the house then you've got the most expensive heating system possible. Changing to a flat rate tariff will improve things a bit but there's no way to make those heaters cheap to run. They use a resistive heating element (similar to the one in a kettle or immersion heater) so are 100% efficient... For each kWh of electricity you put in you get a kWh of heat out. I don't know how big your house is but 40kWh doesn't seem unreasonable with those heaters.

If you're planning to stay in the house long term you might consider a more efficient heating system.

1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊
Newcomer
February 6, 2025

If you've got those heaters throughout the house then you've got the most expensive heating system possible. Changing to a flat rate tariff will improve things a bit but there's no way to make those heaters cheap to run. They use a resistive heating element (similar to the one in a kettle or immersion heater) so are 100% efficient... For each kWh of electricity you put in you get a kWh of heat out. I don't know how big your house is but 40kWh doesn't seem unreasonable with those heaters.

If you're planning to stay in the house long term you might consider a more efficient heating system.

Oh wow I’m here for a year due to the contract. Sounds like I’m in a huge ditch I cant climb out of smh. Thanks for the information tho. Let me call Ovo and switch to a flat rate first. If you have anymore advice please let me know. 

Bradley_OVO
Community Manager
Community Leader
February 6, 2025

@chigboking Just an FYI that I edited your image above to remove your MPAN and MSN from being visible to the public 😎

I'm not lazy, I'm just in energy saving mode!
Newcomer
February 6, 2025

@chigboking Just an FYI that I edited your image above to remove your MPAN and MSN from being visible to the public 😎

Much appreciated. Thanks for the help. 
I’ll call ovo now hopefully things should improve abit. 

M.isterW
Rank 6
Rank 6
February 6, 2025

The one advantage those heaters do have is that they can be controlled individually. That means you can lower your costs by heating rooms selectively. For example, you could shut your bedroom door and keep the heater off in that room during the day and warm it up and hour or two before you go to bed.

1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊
Nukecad
Super User
Super User
February 6, 2025

Not that I think I could have added much  - it looks like the issue has been identified, electric heating can be expensive, sometimes very expensive.

As I understand E7 the off-peak rate is 7 hours overnight for “filling”  storage heaters. (heating bricks). Making it pretty usless for instant-heat types that you use during the day.

So a single rate tariff would be better for ‘instant’ heaters, if you are stuck with using them.

You say “contract” so I assume this is somewhere you are renting while on a work contracr?

Suggestions I could make would include only having those heaters on in the room(s) you need and only at the times you need.

Perhaps leaving those off and getting a 1kw portable electric heater just for heat where you want/need it.

Maybe even a portable calor gas heater?

I suppose it depends on if you are on your own or have a family with you.

I said, Hey - Watts going on.
juliamc
Rank 20
Rank 20
February 6, 2025

Can you see a manufacturer’s label on the heaters ? Could they be storage heaters with a booster fan ? ​I see the label Airmaster in the bottom corner but it would be a bit odd for an economy 7 supplied property to have non storage heaters installed.

Take it back ! It looks like a plain old panel heater… sorry 🤦‍♀️

Emmanuelle_OVO
Retired Moderator
Retired Moderator
February 7, 2025

Hey ​@chigboking 

Welcome to the OVO online community 😊

I can see our community members have already given some helpful advice here. I just wanted to add the following topic you may find helpful:
 

 

Renewable Energy? Big Fan.
Newcomer
February 8, 2025

Not that I think I could have added much  - it looks like the issue has been identified, electric heating can be expensive, sometimes very expensive.

As I understand E7 the off-peak rate is 7 hours overnight for “filling”  storage heaters. (heating bricks). Making it pretty usless for instant-heat types that you use during the day.

So a single rate tariff would be better for ‘instant’ heaters, if you are stuck with using them.

You say “contract” so I assume this is somewhere you are renting while on a work contracr?

Suggestions I could make would include only having those heaters on in the room(s) you need and only at the times you need.

Perhaps leaving those off and getting a 1kw portable electric heater just for heat where you want/need it.

Maybe even a portable calor gas heater?

I suppose it depends on if you are on your own or have a family with you.

Okay thanks for that. I’m very new to these so it’s stressing me out haha. I believe my heaters are actually panel heaters btw could be wrong. Still trying to workout the different types of heaters. 
it’s only a 2bed just myself and my partner. 
The 1kw yes I’ll consider getting it as well. 
 

is there a plan that offers cheaper day rates? Yes it’s a contract with ovo which I’m still in the cooling off period then the house is a 1 year contract. I mean the ultimate goal for me will be to drastically cut down this bills I’m currently seeing on my ovo account. 

Blastoise186
Super User
Super User
February 8, 2025

Cheaper Day rates is a tricky one tbh - the closest I can think of is Economy 10 but that could punish you with even higher Peak rates. Most of these tariffs are intended to push your usage out of the day!

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!