Solved

Why haven't I received my SSE FIT payments? Has my FiT account been transferred to OVO?

J
Rank

I last had a FIT payment in December 2021 fallowing my October submission or meter readings.

I have since submitted meter readings in January amd April and both have been acknowledged with payment being promised within the quarter,  In March OVO emailed me to say they no longer have meter readers so I must send them a photo of the meter.  I did and it was acknowledged.  I rang them today (Wait for answer approx 20 mins rather than the 1min they mention on their website as an advantage of being with them) and they agreed with all the above and said they would make a special effort to get my January payment to me by June !  June ?  Yes because it’s not due for payment until 3 months from the submission of the photo in March !  And the January acknowledgement saying payment within the quarter ?  Oh that didn’t mean anytrhing !   It was just an automatic reply and no person had been involved !

So I wait for June, and July for my April payment.  SSE used to send “ your amended Feed In Tariiff Statement”  within a couple of weeks of the meter reading submission and payment immediately.

icon

Best answer by Jess_OVO 31 May 2022, 14:51

View original

103 replies

Jess_OVO
Rank
Userlevel 7

Updated on 27/10/2022 by Emmanuelle_OVO: The response below was copied from another topic on the same subject:

 

Hi everyone and thanks to each and every SSE or OVO customer that has shared their experience on this thread. 

 

There’s a few different things being described here but I’ll try and offer as much help as I can. 

 

If your feed in tariff (FiT) or smart export guarantee (SEG) account is with SSE, they will be the ones to contact for anything related to this. It won’t have been transferred to OVO unless we emailed you to confirm.

 

I’ve seen SSE customers here call out a delay in their payment. I’ve been advised that there’s a few different reasons why this might happen, such as missing a requested meter photo. I know some people have called out sending in photos and not getting a reply. I’m passing on this as feedback and I know the team are working flat out to get to everyone as soon as possible. The contact details for this team are micro.generation@sseenergyservices.com or calling 0345 071 7827.

 

If you’re only with SSE or OVO with your feed in tariff (FiT) or smart export guarantee (SEG) account, you won’t have access to the OVO online account portal. If it’s OVO, the contact email for the team you want is fits@ovoenergy.com or seg@ovoenergy.com.

 

Alternatively, you can speak to our FiT Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

 

If you’re SSE but don’t have your energy account with OVO, your call will be automatically routed to the FiT Team.

 

If you are an OVO customer, moving over from SSE for your energy, you should have access to your OVO online account once you’ve had your email from OVO about joining from SSE. Can’t log in? Use this link to activate your account:

 

https://account-activation.ovoenergy.com/confirm-email?

 

You’re able to submit any FiT or SEG generation / export reading directly with OVO’s support team, who can add it to an internal form and send it to the right team. 

 

I’m sorry that you’ve had difficulty getting through to us. It’s not an excuse, but given the price cap news and energy crisis making headlines, a lot of people are quite rightly asking questions about their payments and tariffs. We’re working as hard as we can to get to everyone and we thank you for your patience. 

 

Tim

 

 

Powered by Re-knowable Energy!
J
Rank

I don’t think this is correct.

The amended Feed In Tariff Statement dated 20.12.21 came from OVO.

It was paid.

The adviser I spoke to on 30.05.22 knew about my account but said that

a) the acknowledgment of my meter reading sent on 25.01.22 and saying payment would be within the quarter meant nothing because it was sent automatically and no human had been involved.

  1. similarly the acknowledgement of the photo of my meter sent on 10.03.22 meant nothing and nobody had looked at it yet.  She said that she could read it and would therefore forward it to the department to approve it.  That was not her responsibility.
  2. she said that you have three months to pay from the approval of the photo but that she would mark it as urgent to be paid within three months of the photo acknowlegement. (the photo acknoledgement did say that payment would be within three months of the original reading)

I am on holiday until 14.06.22 and I hope I will have recieved the January payment by the time I return.  I shall then be looking forward to my April payment in July.

Jess_OVO
Rank
Userlevel 7

I’m sorry for my confusion there, @jonandkaycham. 

 

If your FiT account was transferred to OVO prior to the start of this general migration process, you may need to check in with the OVO FiT team to report the delayed payments.

 

Just to clarify, as I believe the process works slightly differently to the FiT payment process with SSE. we accept FiT reads each March, June, September and December. On the first day of those months we’ll send a reminder email which will have a link for you to submit your reading online. Alternatively, you can send your FiT reading to us at fits@ovoenergy.com or give it over the phone on 0330 303 5063. The deadline to submit the reading is always midnight on the last day of the above months (At which point, the online link will expire). Once the read window has closed, we send all information to Ofgem as part of a process called levelisation. Once Ofgem has calculated levelisation payments, we can pay you. This normally takes about 8 weeks from the date the read window closes.

 

I hope this helps, any further issues can be flagged directly to the team by emailing fits@ovoenergy.com.

Powered by Re-knowable Energy!
M
Rank

Up until Dec 21 my fits payment was always paid with three weeks of submitting a reading.

 

I chased Januarys after a month and was told that it needed approving. Three days after phone call I received payment.

I submitted Apr 22 reading on 7th Apr, ( received confirmation email) , we were away for May so decided to see how long it would take to get paid with out chasing.

Received the email requesting photo of meter on 19 Jun and responded the same day.

 

Today is the last day of the quarter and after submitting last qtr 2 reading , rang Fits team at 1.50pm expecting to be on hold until 2pm and then told that the service desk was closed. I was on hold until 2.20 and the call was answered.

 

It seems that my payment is being delayed because the Photo graph of my meter hasn’t been processed.

 

The service desk person reviewed the photo said it was ok and would arrange for it to be processed.

 

As the payment is now over due , I asked for compensation for late payment ( and wasting 30mins on the phone).

 

I have been informed that a Manager will ring me back.

Background.

My first Fits payment ( 5 years ago), was late. So I rang them up 2 days before the end of the quarter to chase, I was informed by the service desk that had I waited two more days I would have received compensation for late payment.

 


Meter Reading

 

I’m not sure why there is a meter issue, my gas and electric meters have been checked this year, so why wasn’t my solar meter included?

 

If the meter  check was due on 19 Jun, why did it impact my 2022 Qtr 1 Fits payment, when the meter check was still current?

 

Surely employing extra staff would be covered by the lack of physical meter inspections to ensure that payments are returned to the normal ( in my experience) window of three weeks after submitting .

 

Contract Change

 

Im not aware of receiving a new contract from OVO after taking over SSE. So SSE terms must have been novated to OVO.

 

The current SSE name is the Trading Name of OVO Electricity Ltd reg no 06858121.

Any comments about the SSE Fits team being small is an OVO Family issue not an legacy SSE issue.

 

Jess_OVO
Rank
Userlevel 7

Hi @Mike407,

 

I’m so sorry to hear of the delay to your SSE FiT payments. As advised in the ‘Best Answer’ above:

 

I’ve spoken to the teams that manage this and they’ve advised that it’s best to reach out to them directly due to the number of possible reasons you’ve not had your payment. 

 

But who and how to contact them?

 

As for who your FIT provider is, in time all SSE FiT accounts will be joining OVO, but we’ve only just started this process and sent out a welcome pack to the initial group of migrating FiT members in June. If you’ve yet to receive this welcome pack with the details of your new OVO FiT account, your FiT account will still be managed by SSE. Any delays or issues with your FiT payments in the meantime should be discussed with the SSE FiT team. You can reach this team on micro.generation@sseenergyservices.com. For OVO FiT contact, the email address is: fits@ovoenergy.com

Powered by Re-knowable Energy!
U
Rank
Userlevel 2

I have the same issue. My FIT payment is late, SSE/OVO have had my meter photo for ages but seem in no hurry to release  my payment. Seaching this forum I see the same non-answer again and again from OVO staff here fobbing people off rather than addressing a problem that is very much an OVO problem now that SSE FITs are part of the “Ovo family”. 

It is simply unacceptable to delay payments in this way, particularly in the middle of a cost of living crisis.

D
Rank

why haven’t I had my solar payment from SSE , have phoned, so far cost a lot and line too busy to get thru even after 20 minutes ,   e.mailed, micro-generation@sseenergyservices.com  (just get (thanks for getting in touch,Please use this as confirmation we’ve received your e.mail, We’ll review and if any further information is required, we’ll be in touch)   previously sent letter  and on the 14/07 sent letters to Cardiff and SSE Perth by recorded delivery,   but no response at all so far and another reading due in just over 2 weeks time,  so who do I contact  and am I going to get paid, 

Jess_OVO
Rank
Userlevel 7

As mentioned in this similar thread, we’ve passed on the comments you’ve made here to the SSE FiT team, @Uitlander and @dia.

 

We’ll be sure to update this thread if there’s any general advice we can give on when/how to supply the meter photos.

 

I’m so sorry for your delayed payments and hope the team can get things sorted ASAP for you.

Powered by Re-knowable Energy!
D
Rank

forgot to mention I even sent sae envelopes with the letters,  It has been very costly so far as I only have a BT landline,  today I tried phoning  03450717827 yet again and after 45 minutes still could not get through  (cost over £10 )  Have sent them  a photo of my meter previously as I see people are having to send these,  obviously the reading is more than the reading owed.at last request.    My electric bill will be coming beginning of next month  and I expect SSE will want payment of that even though they owe me a lot of money.

Has anyone contacted the Ombudsman  and how did they get on

Think as SSE is now part of OVO,  OVO should try and sort out some of the mess that SSE appear to be in.

G
Rank

I supplied a FIT reading on 22. Feb. and on 30. May but have not received any payment. The last payment I received was in November 2021. Since SSE joined the “OVO family” the service has been non-existent and telephone calls are not being answered.

Jess_OVO
Rank
Userlevel 7

Hi @ghlehner and welcome to the OVO online community,

 

I’m so sorry to hear about the delay to your latest SSE FiT payment. We’ve outlined the best contact channels to chase this, depending on whether your FiT account has joined OVO, in this related topic:

 

 Whilst we started migrating the first batch of SSE FiT customers over to the OVO FiT team in June, unless you’ve received a welcome pack from OVO, your FiT agreement will still be managed by SSE. In this case the SSE FiT team will be the ones to contact to investigate any delays to your usual payment schedule. This team can be reached by emailing micro.generation@sseenergyservices.com or calling 0345 071 7827. As the OVO FiT team will not have visibility of your account until it is migrated, they’re not best placed to help with any payment queries you might have.

 

Your OVO FiT Welcome pack will include your new FiT account details, next reading date and payment schedule. Once you’ve received this Welcome Pack you’ll then be able to discuss any account issue with the OVO FiT team by emailing fits@ovoenergy.com. Unlike SSE we’ll make your FiT payments once we’ve carried out a process known as levelisation, which takes around 8 weeks from the date your readings are submitted.  This means we’re not yet ready to make any FiT payment to those who have recently joined us from SSE. 

 

I hope this helps get things sorted.

Powered by Re-knowable Energy!
G
Rank

I have tried to contacted the SSE FIT team using this  phone number and email address several times. Nobody ever answers the phone and the email address states “Your payment will now be processed within a quarter”. I think SSE are trying to avoid payment.

D
Rank

I have now been asked for my meter reading for electric, but still not been paid for my solar,  so are we expected to pay this bill , when SSE owe us so much more and no sign of paying us

A
Rank

I have not had a Feed-in Tariff Statement the Last one was )1 March 2021 and 03 June 2021 ? I have send my meter reading. 18/07/2022= 2541.65,5 and send it 31/07/2022=2564.53 but I have not got a Statement when will I get one ?or what can I do ? Thank u A Katona  FIT ID;FIT00713650-1 MY OVO Ac cant3104864.

A
Rank

Im in the same boat as everyone else here.No payments since October last year.Been onto citizens advice this morning who say you cant proceed with complaint to ombudsman unless you have a reference number from SSE.

D
Rank

Seems to be all in SSE’s favour no wonder they are not bothered too much and OVO does not seem to care

 And we all have lots of bills to pay

H
Rank

Hi - My FIT payments used to be paid promptly and if there was an issues, you could speak to someone - or someone would answer you email.  No longer.  Despite giving my meter reading about 3 weeks ago, I’ve received nothing in terms of payment.  Any communication - by phone or email is ignored.  This is shockingly poor customer service.  

 

I think you change your  FIT supplier - does anyone know how?

 

G
Rank

At least SSE used to pay me fairly promptly but that has all changed since they joined OVO. I managed to talk to a guy at SSE 3 days ago which is a miracle. I was told that they are slowly catching up with the backlog. They certainly have no intention to speed things up. 

Jess_OVO
Rank
Userlevel 7

Hi @Hiywpobaros and welcome to the OVO online community,

 

I’m so sorry to hear you’re still waiting on your latest SSE FiT payment and the difficulty you’ve had reaching the SSE FiT team. As advised in this similar thread:

 

Whilst we started migrating the first batch of SSE FiT customers over to the OVO FiT team in June, unless you’ve received a welcome pack from OVO, your FiT agreement will still be managed by SSE. In this case the SSE FiT team will be the ones to contact to investigate any delays to your usual payment schedule. This team can be reached by emailing micro.generation@sseenergyservices.com or calling 0345 071 7827. As the OVO FiT team will not have visibility of your account until it is migrated, they’re not best placed to help with any payment queries you might have.

 

Your OVO FiT Welcome pack will include your new FiT account details, next reading date and payment schedule. Once you’ve received this Welcome Pack you’ll then be able to discuss any account issue with the OVO FiT team by emailing fits@ovoenergy.com. Unlike SSE we’ll make your FiT payments once we’ve carried out a process known as levelisation, which takes around 8 weeks from the date your readings are submitted.  This means we’re not yet ready to make any FiT payment to those who have recently joined us from SSE. You are of course free to switch to another FiT supplier at any time by contacting the supplier you’d like to switch to but it’s worth mentioning that the majority of FiT providers make payments on the same timeframes as OVO, so we’d recommend checking this before you request to switch.

Powered by Re-knowable Energy!
H
Rank

Thanks for your reply.  I’ve tried all of those things unfortunately to no avail.  No reply to telephone call or email. 
 

how do I go about switching fit provider?

Jeffus
Rank
Userlevel 7
Badge +2

Thanks for your reply.  I’ve tried all of those things unfortunately to no avail.  No reply to telephone call or email. 
 

how do I go about switching fit provider?

Hi @Hiywpobaros i don't work for OVO, am simply a customer like you. A few of us post where we think we may be able to help. 

On the ofgem website you can see a list of suppliers and their contact details for the FIT scheme. 

https://www.ofgem.gov.uk/environmental-and-social-schemes/feed-tariffs-fit/feed-tariffs-fit-contacts-guidance-and-resources/fit-licensee-contact-details

H
Rank

Thanks Jeffus

L
Rank

The delay in FITS payment is getting serious.  Which end of the customer  list is the migration system working from.  As an SSE customer for 10 years I suspect its either in alphabetical  order or the most recent joiners first. I have left the DD payment arrangement and invested in a power pack to save export units. I’ll pay for consumption when I can gather my cash from another source.

L
Rank

The delay in FITS payment is getting serious.  Which end of the customer  list is the migration system working from.  As an SSE customer for 10 years I suspect its either in alphabetical  order or the most recent joiners first. I have left the DD payment arrangement and invested in a power pack to save export units. I’ll pay for consumption when I can gather my cash from another source.

 

D
Rank

I put in a complaint letter and actually got  a reply, and  it says   ‘ A member is investigating this for you and will be in touch in five to ten working days   We usually fix things quickly, but if we ever take more than six weeks to resolve a complaint, you have the option to contact the Ombudsman Services .Energy , if we think we’ll need a bit longer to sort things, we’ll tell you more about the Ombudsman nearer the time.     letter dated 21 July 2022 and heard nothing yet        Just had an e.mail today asking me for reading, so I wonder if they will take any notice of it and pay me what they owe which is getting more with the delays and of course acknowledgment e.mail says will pay within the quarter, which is not being adhered to.   

Has anyone witheld their electricity payment while they owe so much money?

Reply


Terms & ConditionsCookie settings