Better Smart terms and conditions

Last updated: 17 June 2020

These terms and conditions apply if you’ve chosen, and we’ve agreed to supply you, on our Better Smart plan.

These terms and conditions are on top of, and do not replace, our Core Energy Supply Terms and Conditions (Core Terms).

In the event of any conflict between these terms and the Core Terms, these terms will win out.

Any terms defined in the Core Terms will have the same meaning when used in these terms.

1. Eligibilty

The Better Smart plan is available for new and existing OVO energy who meet certain criteria. In order to take up, and remain on, our Better Smart plan you must meet each of the following:

a) Existing meter requirements

On the date that you apply to be supplied by us on the Better Smart plan, you must take your supply through a traditional meter (not a smart meter or a pre-payment meter).

b) Agree to have a smart meter installed

You must agree to have a smart meter installed at your property for gas and/or electricity (as applicable) as described in the section ‘Smart Meter Installation’ below.

c) Account management

You agree to receive all communications from us electronically, including bills, price changes and other information about your account, and any other notices we need to send you. We may send this information to you via your online account dashboard, within our mobile app or to your nominated email address. This includes documents relating to your core energy supply, such as changes to terms and conditions, bills and statements, price change and contract end notices and plan information labels. You waive your rights to receive our communications by any other means.

This won’t apply:

where you’re on the Priority Services Register (see ovoenergy.com/help/priority-services-register for more information); or
if we agree that digital communications are not right for you due to circumstances beyond your control.

Unless the exceptions above apply, we may charge you an administration fee for postal communications in line with our energy charges list here ovoenergy.com/energy-charge-list.

You agree to give us accurate personal details, including your nominated email address, and to keep these details up to date. You’re responsible for the continued accuracy and validity of the email address you supply.

d) Other requirements

You must:

not receive FiT payments from us under the Feed-in Tariff scheme
comply with these terms and conditions and the Core Terms

If at any time you don’t meet any of the above eligibility criteria, we may end this agreement for the Better Smart plan and transfer you to the cheapest variable energy plan available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy plan, and these could change at any time.

2. Smart meter installation

By signing up to the Better Smart plan you’re registering your interest for a smart meter. This means we may contact you in the future to discuss a smart meter installation.

2.1 Do I need a smart meter? Better Smart is designed to work with a smart meter. Unless we agree otherwise, in order to take up and remain on Better Smart you must:

a) on the date that you apply to be supplied by us on the Better Smart plan, have a traditonal ‘dumb’ meter for gas and electricity already installed at your property; and

b) book a smart meter installation to have a gas and electricity smart meter fitted by us within 3 months of signing up for Better Smart.

2.2 Am I eligible for a smart meter install? Not all OVO members will be able to have smart meters. Sometimes we can’t install smart meters in homes for practical or technical reasons. For instance, we might not be currently installing smart meters in your area or your property might not be suitable (for example, smart meters won’t be installed if there’s anything blocking access to your current meter(s)). Sometimes we won’t know this until an engineer’s been to your home. If we can’t install a smart meter in your home, we’ll let you know.

2.3 What if I don't book a smart meter install? If you don't book a smart meter installation and have a gas and electricity smart meter fitted by us within 3 months of signing up for Better Smart, then you’ll no longer be eligible for the plan.

In that case, we may end this agreement for the Better Smart plan and transfer you to the cheapest variable energy plan available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy plan and these could change at any time.

2.4 What if OVO can’t install a smart meter? Unless we agree otherwise, if we can’t install gas and electricity smart meters within 3 months of you signing up for Better Smart, then you’ll no longer be eligible for the Better Smart plan. This includes (but is not limited to) the following scenarios:

you don’t book a smart meter installation
you cancel your smart meter installation booking
you haven’t kept an agreed appointment with us
you refuse our engineer access to your property
you give us incorrect information during your sign up journey
you already have a smart meter
we can’t get access to your meter
we can’t get safe access to your property

If you’re ineligible for a smart meter for gas and/or electricity (as applicable) for a technical or practical reason outside of your control, we may allow you to remain on the Better Smart plan for the relevant fuel while you’re ineligible due to that technical reason. This may include (but is not limited to):

we’re not currently installing smart meters in your area
there are no smart meter booking slots available within 3 months of you signing up for Better Smart

2.5 What if I have a smart meter installed by another supplier? Sorry, you’re not eligible to join our Better Smart plan.

2.6 How can I book a smart meter installation? To book a smart meter installation please go to http://smart-booking.ovoenergy.com

2.7 What if I’m a tenant? If you’re a tenant, it’s up to you to get your landlord’s consent to the installation of your smart meter.

3. Energy charges

3.1 Your energy charges will be fixed for a period of 12 months from your plan start date. Your plan start date will be the date your electricity and/or gas supply(ies) transfers from your previous supplier(s) to us. Where both your electricity and gas supplies are being transferred, then the plan start date will be the later of the two transfer dates.

3.2 Your energy charges will be on a single standing charge and unit rate basis (or two unit rate basis for metered economy 7 electricity) and will be based on our prices for your area, meter type and the payment method that you opted for (and may change if you change area, meter type or payment method).

3.3 You agree to pay VAT and any other taxes or duties at the applicable rate. We’ll also charge you any amount that we have to include on your bill (for example, if the government sets up a scheme for members to pay for energy-efficiency measures through energy bills).

4. Paying us

4.1 You must pay your bills on time.

4.2 Where you pay by Direct Debit, this means:

a Direct Debit of at least the recommended amount (or more) is successfully taken on the due date set out in your Direct Debit instruction;
you’ll keep your energy account in credit by paying for the supply in advance

4.3 Where you pay by standard credit, this means:\ you’ll pay in full on the payment due date shown on the bill. If there’s no due date on the bill, your payment is due when we bill you – 14 calendar days from the date the bill was issued.

4.4 If you don’t comply with this payment condition, we may (in addition to the solutions set out in our Core Terms) end this agreement for the Better Smart plan and transfer you to the cheapest variable energy plan available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy plan and these could change at any time. You may not be able to switch back to the Better Smart plan at any point in the future.

5. Plan term

Your Better Smart plan will end:\ i. 12 months after the plan start date (Fixed End Date); or\ ii. immediately when you move home, change to another OVO Energy plan or change supplier.

6. Early exit fee

If you change your supplier or plan for electricity or gas, or both, before the Fixed End Date, we may apply a termination fee of £30 in respect of each such fuel (Early Exit Fee). You agree to pay any such Early Exit Fee and agree to us taking this fee by Direct Debit.

7. End of your fixed plan

7.1 If your fixed energy plan ends and you haven’t asked us for a new energy plan:

we’ll automatically transfer you to the cheapest variable energy plan available for your meter type and payment method; and
you might pay higher unit prices and standing charges on a variable energy plan and these could change at any time

If within 20 working days of the end of your fixed energy plan you:

decide to leave us and your new supplier notifies us that you’re switching and that switch takes place within a reasonable period; or
you enter into a new energy plan with us

then we’ll keep your charges the same until you switch to your new supplier or start your new energy plan.

8. Other things you should know

Changes to these terms and conditions – we may change these terms and conditions at any time in line with our Core Terms.

This plan is subject to availability. We reserve the right to refuse or withdraw the Better Smart plan at any time.