Why does OVO energy review my Direct Debit amount?

How do Direct Debits work?

A Direct Debit is an automatic monthly payment set up with your bank or building society. It means you can choose which day you want the payment to go out each month, and your bank will sort the rest.

Once a Direct Debit is set up, you don’t need to do anything else. It’s often the best way to make regular payments, such as for your energy bill.

Why paying by Direct Debit is the best way to pay

Direct Debit is usually the simplest and cheapest way to pay for your energy. This is because:

• You don’t have to remember to make payments each month – it’s all done automatically 

• You’ll get a cheaper rate if you’re on our variable Simpler Energy tariff

• You’ll pay the same every month for your energy, which can help with budgeting

• A Direct Debit spreads your energy costs evenly over the year, which means you’re less likely to have to pay more in winter

How we work out your Direct Debit amount

The aim is to make sure you have credit for 1 month’s payment in your OVO account by the end of March. This is to help cover any change in your home energy use over the course of the year. 

For new customers, this only comes into effect once you’ve reached March. When you first join, the aim is to make sure you have no balance left to pay after 1 year.

Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.

Why is my Direct Debit increasing when my balance is in credit?

It’s normal for a credit balance to build up in your energy account over summer, when energy use is usually lower. This credit can help pay for your energy in winter, when most homes use more. It helps you spread your energy costs over time. Even if your energy account is in credit, sometimes your Direct Debit payments still need to increase.

This could be the case if we’ve worked out that your OVO account is likely to have a debt balance long term – based on how much energy your home is predicted to use. 

You can always choose to get a credit refund if you prefer. Request one at any time in your online account, in our app, or over the phone. You just need to leave credit in there for 1 month’s payment. This is in line with our refund policy.

Useful to know It’s important you have all the info, then you can decide what’s best for you;

• If you request a refund online, sometimes we’ll need to confirm this over the phone. This is to make sure you have the details of how it’ll affect your energy account.

• Getting a refund might mean your Direct Debit payments will need to increase, once your account has less credit in it.

Why your Direct Debit amount might be different to your bill amount

Your energy use can vary from month to month, which means your actual statement balance might be different from your Direct Debit payment. 

A Direct Debit spreads your energy costs evenly over the year.

How we check you’re paying the right amount

Your Direct Debit payment amount will be regularly reviewed to make sure it still covers your home’s energy use.

We’ll let you know if your Direct Debit amount needs to change to keep your energy account balance up to date.

When your payment amount might change

Your payments might need to go up or down if something changes. For example:

• Your home is using more or less energy than predicted.

• Your energy prices have changed or they will soon, to stay in line with the price cap.

• You’ve moved to a different tariff. 

• You’re likely to have less than a month’s credit in your energy account by 31 March. This credit is there in case your home energy use changes over the course of the year. For new customers, this only comes into effect once you’ve reached March.

• You've missed a monthly payment, lowered your Direct Debit, or got a refund recently.

• You’ve chosen an add-on, like Greener Energy.

If your Direct Debit amount needs to change, we’ll let you know.

If your balance goes below zero

If your account isn’t in credit, it doesn’t necessarily mean your monthly payments need to change. We’ll let you know if it ever does.

If you’re worried about your payments changing or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options available for anyone who needs help. To get in touch with our team: 

• Sign up to our online tool at ovoenergy.com/payment-support and we can find the best plan for you.

• Call us on 0800 408 6615. We’re here Monday to Friday, 9am and 5pm, and 9am to 2pm on Saturday. 

• Talk to us online Monday to Friday, 8am to 6pm, and 9am to 2pm on Saturday.

Setting up or changing a Direct Debit

You can set up your Direct Debit in your online OVO account. You can change the amount you’re paying and the date there too. Log in and follow these steps:

• Go to Home

• Select Set up your Direct Debit

• Choose which day you’d like us to collect your payment each month. This can be any date from the 1st to the 28th

• Enter your Direct Debit amount. You can use our Direct Debit calculator to get an accurate prediction of what you should pay each month

• Put in your details, including your full name, sort code and bank account number

• Select Next

• Check the details you’ve entered are correct

• Select Confirm payments

We’ll send you an email within 3 working days to let you know it’s all set up. Find out how to set up or change a Direct Debit in the app. 

Check out our Direct Debit review process here or watch this short YouTube video.

We’ve got some guides for managing your Direct Debit online and on the app:

Is there any support available if I’m struggling to pay for my energy?

There is help available if you’re struggling to pay your energy bills – both from us here at OVO Energy and from Government schemes and charities as well.  There are many ways we can help – such as setting up a payment plan for you, which spreads the cost of your energy to make it more manageable. If you want to find out about payment plans, you can request one online here – we’ll take you through what you need to do, and ask you for some details. Our dedicated team is also specially trained to support you. They can make sure you’re receiving any financial assistance from the government that you’re eligible for, and take you through payment support schemes that are available. 

You can find out more about these schemes and where to seek free, independent advice right here.