Which email address should I send my 'Power of Attorney' document to?

Online ‘help’ still giving the wrong information out on this.

I was asked to email customerservice.admin.team@ovoenergy.com yesterday.  It doesn’t exist.

@Emmanuelle_OVO 

Can you take a minute to think that people dealing with power of attorney for a loved one may just need some extra care and signpost the way for them clearly, please.

You can also use hello@ovoenergy.com - the email will be routed internally from there.

Hey @ejr,

I’m sorry you were mis-advised by the support team, and I’m sorry for the inconvenience this has caused. 

Power Of Attorney documents should only be sent to hello@ovoenergy.com. It used to be the admin team email but that changed a while ago so I’ve updated all the best answers to power of attorney topics accordingly.

The advice on our internal knowledge base also signposts this email address so there is no reason for the support team to get this wrong. If you have a name please private message me and I’ll contact the agent. 

If you can find anywhere that shows mis-advise on the Forum please let me know and i’ll get this updated. 

I hope this helps. 

I’ve just spent over an hour on the phone to OVO and got nowhere with setting up Lasting Power of Attorney for my father.

I’ve given them the access code that they would use to confirm the LPA but they said they need a stamped copy of they LPA - I don’t think they even send those any more.

Once I finally got through to someone I got the impression they did not know anything about the process and they hung up on me.

Has anyone managed to set one up.

Hi @Eichberger , there have been a few threads on the subject. Here’s one that might help. 
 

If you check towards the last few posts they appear to be the most recent info

Thanks @BPLightlog 

I had read through that thread. The problem I’m having is not getting the documents to them but rather its that they are telling me they don’t accept the access codes.

If I remember correctly, that was what first happened last time - it might just need to be directed to the right team

I got the impression I was speaking to the team that are supposed to deal with it. 

Hi @Eichberger , I’ve asked for guidance via the moderators and the forum support team should be in touch. 

Hi @BPLightlog, thanks so much for your help.

Hi @Eichberger,

I’m sorry to hear that you’re having trouble submitting your Power of Attorney (POA) code.

For POA's registered on or after 1 September 2019, we can now accept the access code sent by the attorney to retrieve the documents from the GOV.UK website. Access codes are 13 characters long and start with a V. They are valid for 30 days. 

I’m going to have our Forum Support team reach out to you so they can help you further with this.

Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

I am not a OVO customer (and based on this first experience...) and I lodged a Court of Protection issued Court Order more than six weeks ago using the email.

I am not a customer I got an automated reply saying “You are not a customer, we can’t process this!”, so I contacted on the phone and got told “Yes, I can see your email and I will forward it to the correct team right now!”

Have spoken to the overnight chat team and they confirm there is nothing on the account reflecting even receiving it.

Does anyone know of a direct number to that specific team to get some action? Because there will be a debt (due to change of energy use - directly connected) starting to accrue. That would be a PR nightmare if OVO started court proceedings for it!

Hopefully this may be of help to you although it is not exactly the same. When my mother in law began to have difficulties with managing her account I phoned OVO and told them about the situation and they added me as a person able to assist with managing the account. Later on she passed away and OVO were very happy for me to take over the account in terms of paying the DD which we'll do until we have sold her property and then get a refund 

The formal way of taking over the account may take some time but OVO may agree to a less formal and quicker route which means you end with a practical solution and both sides will be happy. The LPoA route can take a while and then you have to get a reference number from the LPoA office which you take to the bank, utilities etc to assume formal control.

Give them a call and see what can be arranged informally but it may depend on your relationship with the person who has the account. OVO were very helpful at every point with me.

I hope that works out for you.

Peter 

It turns out that although I had already forwarded a copy of the court order to OVO - no-one actioned it. Apparently it could have been done 6 weeks ago when I first phoned them and they could see the order on their email system but chose not to!

Hey ​@DeputyDewey, 

Did you send the official Court of Protection documents to hello@ovoenergy.com or through post to 

OVO Mail

PO Box 81428

LONDON

N17 1LB?

Once we get your documents, one of our friendly team members will take care of registering them on your account. Once that's done, you’ll be able to discuss the account just like it’s your own! Until we finish the registration, you won’t be able to talk about the account, but feel free to call us anytime to check on the progress of your application. 

I hope this helps!