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How do I change the name on an OVO account following a death? - all other details unchanged.

  • September 24, 2021
  • 7 replies
  • 4561 views
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New Member***

Just been looking at all the problems people report experiencing when dealing with grief of parent who was named as account holder dying. Why is it apparently so difficult and complicated to just change account holder name?

 

Question/situation:

My mother is named account holder (so as to qualify for winter fuel payment etc as was only in receipt of basic pension), HOWEVER I have ALWAYS paid bills by DDM from my bank account, email for account management is mine, contact phone number is mine. Current fixed rate plans run until March 2022. Mother dies and all I want is for account holder name to be changed to mine, NOTHING ELSE CHANGES - can this simple name change be done?    YES or NO

 

If NO then as as long as DWP are told of death so stop pension and age related payments seems to me simplest thing is do nothing (at least until plan comes up for renewal in Mar 22) and let account continue to run as it always has, because the last thing I need now is weeks/months of problems trying to get account name changed (especially as it took OVO over 5 months to get right tariff to display on IHD after new plan started in Mar 21!)

 

Thoughts?

Best answer by Tim_OVO

Updated on 31/01/25 by Emmanuelle_OVO:

If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com.
 

https://forum.ovoenergy.com/extra-support-168/how-can-ovo-help-in-the-event-of-a-bereavement-5083?tid=5083&fid=168

 

 

What to do if an OVO account holder passes away

 

If a friend or family member has recently passed away, you may consider seeking advice and support from the Citizens Advice, who are a friendly and well informed bunch, able to help with energy and non energy related actions. 

 

If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com.

 

If you’re the executor of the estate, you can help us by gathering the following details before you call:

 

  • The date the person passed away
  • Your contact details
  • Your bank details, if you plan to take over the account
  • Meter readings

 

If you're not the executor of the estate, you can still let us know the account holder has passed away. We'll then need to arrange to talk to the executor of the estate – so if you can, please let us know their contact details when you get in touch.

 

Changes that may happen

 

If you’re already a named contact on the account or are taking ownership following the passing of a spouse or partner, we no longer require you to close the existing account. Speak to our dedicated team who will talk you through the steps required to get the account details updated.

 

If you’re taking over the account and you weren’t previously named on the account, you may have a new account created, with new online account login details and a new plan. Our dedicated team will make this process as easy to handle as possible as we appreciate that this may be a difficult time.

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7 replies

Tim_OVO
Community Manager
  • Tim_OVO
  • Community Manager
  • 1864 replies
  • Answer
  • September 27, 2021

Updated on 31/01/25 by Emmanuelle_OVO:

If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com.
 

 

 

What to do if an OVO account holder passes away

 

If a friend or family member has recently passed away, you may consider seeking advice and support from the Citizens Advice, who are a friendly and well informed bunch, able to help with energy and non energy related actions. 

 

If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com.

 

If you’re the executor of the estate, you can help us by gathering the following details before you call:

 

  • The date the person passed away
  • Your contact details
  • Your bank details, if you plan to take over the account
  • Meter readings

 

If you're not the executor of the estate, you can still let us know the account holder has passed away. We'll then need to arrange to talk to the executor of the estate – so if you can, please let us know their contact details when you get in touch.

 

Changes that may happen

 

If you’re already a named contact on the account or are taking ownership following the passing of a spouse or partner, we no longer require you to close the existing account. Speak to our dedicated team who will talk you through the steps required to get the account details updated.

 

If you’re taking over the account and you weren’t previously named on the account, you may have a new account created, with new online account login details and a new plan. Our dedicated team will make this process as easy to handle as possible as we appreciate that this may be a difficult time.

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New Member***
  • PGrimmett
  • New Member***
  • 1 reply
  • July 25, 2022

My mother died in November last year and we have had issues with the account since. We contacted SSE and after giving the correct details to access the account over the phone we were put through to OVO, giving the same details, but we’re told they were incorrect. Having explained that mum had died we were asked if she was sitting next to us. 
To cut a long story of incompetence short, we have phoned numerous times as they will not deal with emails, just constantly come back with ‘phone us’, and still they are saying we are in debt and owe them a lot more money than we do. We have made a payment which apparently does not show on their accounts but is on our bank statements. 
We have finally been able to get the account in our name but every time we contact them nothing is sorted.

Frustrating to say the least and adding insult to an already difficult time for us all.

Any suggestions on where to go now would be gratefully received, I have already said we are happy to go to Ofgem.

 

Jess_OVO
Retired Moderator
  • Jess_OVO
  • Retired Moderator
  • 572 replies
  • July 26, 2022

Firstly, I’m so sorry to hear about your recent loss, @PGrimmett.

 

We understand that this is a really difficult time so it’s really hard to read about the experience you’ve had contacting the OVO Support Team recently, This is something that I will be passing on the team as I appreciate it’s not been the level of service we strive to offer our members who are contacting us following a bereavement.

 

As it’s tricky to give more general advice here without knowing the full status of the account and the migration, I’d like to investigate things a little further for you. I’ll be arranging for us to collect some details from you via a Private Message here. You can access and respond to this message by heading to the top right-hand corner of any forum page.

 

Once again, I’m sincerely sorry and hope we can put things right here.

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    rjsimmonds
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  • carron
  • New Member*
  • 1 reply
  • April 1, 2023

How do you contact ovo to cancel gas electric and phone contracts due to customer dying 

BPLightlog
Plan Zero Hero
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  • BPLightlogPlan Zero Hero
  • Plan Zero Hero
  • 2733 replies
  • April 1, 2023

Hi @carron sorry to hear about the situation. Perhaps this link will help

https://www.ovoenergy.com/help/bereavement

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T
New Member**
  • Tania
  • New Member**
  • 1 reply
  • September 9, 2023

My husband has recently died and for some reason the online name on the account is his only although he has never used a computer and all the online details have been dealt with by me!  How do I get it changed to my name?  I have looked through the question and answers and the general  answers seem to be to close the account and open a new one and in this situation that makes no sense at all. I suppose it doesn’t make a lot of difference as I keep sending the metre readings as I have always done and deal with the payments as my late husband has not ever dealt with them. 

BPLightlog
Plan Zero Hero
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  • BPLightlogPlan Zero Hero
  • Plan Zero Hero
  • 2733 replies
  • September 9, 2023

Hi @Tania , so sorry for your loss. Although there are comments on closing and opening a new account, this update might be helpful from one of the threads

There are specific routes for communication with OVO in these cases if you need them. 
There’s an online form https://www.ovoenergy.com/help/bereavement and a dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com.

Every 24 hours, enough sunlight touches the Earth to provide the energy for the entire planet for 24 years
Abby_OVO
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    Tania

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