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kgr
Rank 1
September 18, 2023
Solved

Letters with wrong names coming to this address, what can I do?

  • September 18, 2023
  • 20 replies
  • 1458 views

Hi,

First let me say that I understand this is a community forum not customer services.

In the hope that someone from customer services actually reads this, I have a number of queries.

  1. I received a letter asking me to submit a meter reading so you can present me with an accurate bill. I’m a pay-as-you-go customer, so why would I be getting a bill?
  2. I tried to create an account online at https://account-activation.ovoenergy.com/details_form however I get an error:

    “Oops, there’s a problem…

    Something went wrong, please try again later. If that still doesn't work,

    give us a call”.
  3. You don’t actually list a customer support number on your website. Why is this? I had to google for your number. When I called I was in a queue for half an hour. I was then passed around from one department to another, and eventually cut off. Hence why I’m now here.
  4. I received a hand delivered letter from OVO, with the wrong name and the wrong address, entitled “Final notice”, which is a demand for payment. The address is actually my next door neighbour, and nobody by that name has lived at either address in all the time we’ve lived here (10 + years).

Please advise if and how the above issues can be resolved.

Best answer by Emmanuelle_OVO

Updated on 27/08/2025 by Ben_OVO

Hey @kgr,

 

Sorry for the issues you’re having,

 

If you don’t contact the Support Team, it’ll be difficult to determine what’s gone on here. If any more letters are received I’d advise reaching out to them via webchat if the call queues are long. 

 

Have you checked who it advises are the suppliers of either address? If OVO hasn’t supplied either property in the last 10 years then it’s safe to say, it may have been sent in error. 

 

 

Unfortunately we don’t have access to customer accounts on the forum. If you private message me the address listed  on the letter I can check on the national database who is listed as the supplier and whether it has ever been OVO. 

 

Hope this helps. 

20 replies

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E
Newcomer
emma123
Newcomer
March 12, 2026

I emailed richburns in December after receiving a letter and thought the problem was sorted as I was told richburns would email ovo about it. I was told Ovo has given richburns my address instead of the (similar) address of the person named on the letter - a few streets away, different post code. I don’t have an Ovo account.

Yet today I received a very rude visitor from richburns who deliberately trespassed over a 'no access' boundary with attitude and I had to order him off the property.

Is there anyone at Ovo who can sort this out? Apparently richburns will only take instruction from Ovo so Ovo needs to contact them directly to give them the correct address.

Nukecad
Super User
NukecadSuper User
Super User
March 12, 2026

Unfortunately in situations such as yours you will need to deal with the debt collectors yourself if you want to stop them.

There are particular ways that you need to follow if you want to be sucessful at doing that.

For the way to be sucessful read, digest, and follow the advice here:

 

I said, Hey - Watts going on.
    E
    Newcomer
    emma123
    Newcomer
    March 12, 2026

    Hi, Nukecad. This doesn’t apply here as I already emailed richburns in December but they will only take an address correction directly from ovo. They appear to be acting on ovo’s behalf, rather than taking over the debt. So ovo needs to contact them and correct this to make the harassment stop.

    Nukecad
    Super User
    NukecadSuper User
    Super User
    March 12, 2026

    ​@emma123 Please read that article, it is written from years of experience of dealing with debt collectors and the advice works if you follow it.

    In particular take note of the first part where it emphasises not to make the mistake of assuming that the supplier and the Debt Collector are working together. They are not and each is doing their own thing.

    It's all well and good saying that the supplier should sort it out with the debt collectors and call them off - but from years of experience in real life that is not what happens (except rarely).

    YOU need to threaten the DC that ypu will lodge a complaint of “Harassment” against them, that's the best way to get them to back off. That article linked above tells you how to do that in various circumstances.

    Your complaint to the supplier about having the address wrong must be dealt with as the main complaint; but that is seperate to getting the DC to back off and stop harassing you.

    YOU need to do both those things, and YOU need to do them seperately.

    I said, Hey - Watts going on.
      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      March 13, 2026

      ​@emma123 thanks for your post, and welcome to the OVO Forum. Welcome also ​@mafler13.

       

      ​@emma123 are the communications from the debt collector addressed to you personally, to ‘The Occupier’, or to someone else entirely?

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      Newcomer
      emma123
      Newcomer
      March 13, 2026

      ok Nukecad Thanks.I’ll wait for the complaints dept to reply first - should be within 2 days and that should be enough to sort it. Then I’ll follow the guidance in the article and make a complaint about richburns. 

      E
      Newcomer
      emma123
      Newcomer
      March 13, 2026

      Hi, Ben_OVO. They are looking for a specific person that I can’t mention here so I hope you can understand how I express this. I think the letter was addressed to ‘The Occupier or (the specific name of person)’ but with my address and postcode. I returned it with ‘not at this address’ and the correct address for the person . I also emailed a complaint to richburns that they had the wrong address in December. My address is very similar and nearby but I have zero connection with this person or with Ovo. I only know the name because of previous mix-ups due to similar address.

      •  
      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      March 16, 2026

      Hey ​@emma123 

       

      Sorry to hear about all of this, sounds like you’ve also had similar situations with this, that definitely doesn’t sound good at all.

       

      Do let us know the outcomes of the complaints and how this goes. Nukecad has made some really good points and left some really helpful advice, I hope you’ve found all of that useful. 

       

      Do also let us know if you have any other questions at all.

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      E
      Newcomer
      emma123
      Newcomer
      March 17, 2026

      Hi, ​@Abby_OVO

       

      I contacted the Police and was advised to press Ovo to correct the address with the debt agency.

       

      No response from complaints yet.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      March 17, 2026

      Just to quickly mention…

      This sounds like it’s a civil matter so the police can’t get involved as they can only touch criminal matters. That’s the most likely reason your call was rejected.

      We’re still watching this thread and will let you know if/when we have advice for you. Please bear with us while we catch up.

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