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Updating our Ts&Cs

We’ve been making some changes here at OVO to make our legal information more accessible and easier to understand. You’ll still get friendly service, at least 33% renewable electricity, and great prices you expect from us – we’ve just given our small print a spring clean.

Read on for an overview, and links to all the relevant sections. Or, if you prefer, skip straight to the two versions: old Ts&Cs, or new Ts&Cs.

So what’s changed?

Clearer rules around switching to a PAYG plan 
If you have a prepayment meter, or your smart meter is switched from credit to prepayment mode, Section 6.8 is relevant to you

Credit checking for new and existing customers
We might run credit checks to make sure you’re on the most appropriate plan for your circumstances. See section 9 for more information.

Providing information 
Your supply start date may be delayed if you don’t provide all the info we need when you switch, when asked. 

What we expect of you 
We’ve added information about what you’ve agreed to, including: 

  • Keeping your contact details up to date – including your phone number and email address. Read in full in section 2
  • Managing your account online – to get the Online Account Management Discount as a pay monthly customer, you’ll receive all communication from us electronically, and manage your account using the app or My OVO. More details in section 14
  • Your meter – your responsibilities for metering equipment and allowing access when we need to check that all is OK. Read more in section 6.
  • If you leave – we’ve made it clearer what you need to do, including settling debts and providing final meter readings. 

Switching suppliers when you’ve built up a debt
If you want to switch to a new supplier, but you’ve built up an energy debt, we’ve updated our rules so you can take up to £500 of debt if you have a Pay As You Go Meter. We’ve also clarified the rules for customers who pay by Direct Debit. 

There’s also a helpful independent guide here.  

Costs and charges
Some costs and charges have been removed, and some have changed. 
We’ve added details of the occasions where we may make extra charges for services like replacing lost energy keys and cards, or changing the position of your meter.
Full details are available in our Energy Charges List.

Being clear on prices

  • We’ve made things clearer(see section 18) on when and where we might change prices if you’re on a fixed plan (Greener Energy or Better Energy).
  • We’ve introduced exit fees on some plans, your contract will confirm if you have them or not
  • If you decide to switch suppliers, but we’ve had to ask you to stay and pay off a debt, we’ll hold to the price you’d previously agreed for 30 days while you pay the money you owe us and start a new switch. Details in full in section 17. 

Added info on our complaints process
It’s easy to find out what to do if things aren’t right in full here.

Getting a refund
If you’ve switched to a new supplier, there’s more info on how we issue your final refund – learn more.

What happens next?

If you're happy with these updates, there’s nothing you need to do – just be aware that the new policies, terms and conditions apply from 27 June 2016. 

If you’re not happy with the changes, you can leave without paying exit fees before 27 June 2016. To do this, choose a new supplier and ask them to switch.

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O​VO​ Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879

Additional terms and conditions
Please see below for full terms and conditions on 33% renewable electricity, 3% interest rewards, exit fees and saving claims.

 

1Monthly cost - Representative monthly direct debit costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying in advance by direct debit, including online discount.  All rates correct as of 23/08/16, but may go up or down.

2Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas).  All rates correct as of 23/08/16, but may go up or down.

3Pay Monthly Savings are based on the average estimated annual costs for new PAYM OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location.

4Pay As You Go Savings are based on the average estimated annual costs for new PAYG OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location. 

We include almost twice as much renewable electricity as the national average: At least 33% of electricity in all of our tariffs comes from renewable sources. The national average, according to Ofgem as at March 2014 was 16.7%. For more information please visit this page.

33% of your electricity comes from renewable sources: 33% renewable electricity as standard as of 1st April 2015. Renewable electricity is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

3% interest: Calculated at 3% per year, paid monthly based on number of days in credit and the amount left in your account after you’ve paid your bill. OVO Interest Reward is capped at 12 times the amount of the current direct debit amount and is available to customers paying by advance direct debit. Terms apply: http://www.ovoenergy.com/terms/

95% of new customers save when switching to OVO: Based on all new customer signups between 01/02/2016 and 31/07/2016

94% of surveyed customers would recommend us: OVO conducted a survey of their customers in between 1st January 2016 and 15th April 2016. Out of 15,312 customers who responded, over 94% rated OVO 6+ when asked 'how likely would you be to recommend us to a friend and family, on a scale of 1 to 10.

Britain's top rated energy provider: Britain's top rated energy provider in the Which? 2015 satisfaction survey. Survey conducted in October 2015. Awarded in January 2016.

uSwitch's Energy Supplier of the Year: OVO energy was voted and awarded  'Energy Supplier of the year' and best for: Overall Customer Satisfaction, Most Likely to be Recommended, Value for Money, Best Deal for You, Customer Service, Billing Services, Energy Efficiency, Meter Services, Online Services, Green Services and Transfer Process. OVO Energy scored a 96% customer satisfaction score.

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