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What our customers are asking this winter – your top 10 questions

We take pride in (and win awards for) our great customer service, so we’re always happy to answer your questions.

Luckily, there are many different ways to get answers nowadays. You can search OVO Answers, email us, or get in touch on Facebook or Twitter. We’ll provide the details you need online, as well as updating your OVO account or setting up appointments for you.

Top 10 customer service questions this winter OVO Energy warm fire mug

Here are the ten most popular questions our customers ask us in the winter. We’ve given you some quick answers here, and a link to the full info on OVO Answers.

1. What’s the Warm Home Discount, am I eligible for it and how do I get it?

The Warm Home Discount is a one-off payment of £140 (including VAT) to help energy customers who are struggling to pay for their electricity. You can get it as an electricity bill rebate or a fuel debt grant. It separates electricity customers into a ‘core’ group and a ‘broader’ group. If you’re in the core group you’ll get the discount automatically, but if you’re in the broader group you’ll need to apply for it online. Unfortunately the window for the 2016/17 Warm Home Discount has now closed. We have had lots of applications and will be working through them on a first-come-first-serve basis.

2. How do I take a reading on my smart meter?

Your smart meter is continually ‘talking’ to us at OVO. Thanks to the info it sends us, your energy statements are completely accurate and based on the most up-to-date figures. That means there’s no need for you to give us any meter readings, as we already have the data. However, if you want to take readings for yourself, to check on how much energy you’re using, it’s very easy. Find out how in OVO Answers.

3. How do I log into my OVO account online?

As an OVO customer, you have an online My OVO account. To login for the first time, you need your My OVO ID or email address. To find your My OVO ID, look at the top of any email we’ve sent and you’ll see your My OVO ID number; it’s also at the top of your statements. Then log into https://my.ovoenergy.com/ and click on ‘Set a new password’. Add your OVO ID and email address and ‘Reset password’. We’ll send you a link with your new password; set it within the next 30 minutes and you’re ready to manage your account online.

4. Can I switch energy suppliers if I’ve got a smart meter?

Having a smart meter doesn’t affect your right to switch energy companies whenever you want. However, you may find your smart meter loses some of its functionality and becomes a traditional meter again. If that happens, you might have to go back to submitting regular meter readings – in fact, your new provider might even need to replace your smart meter with a standard meter. So, before you commit to switching, talk to your new supplier.

5. What’s an In-Home Display?

When you upgrade to a smart meter, we’ll give you an In-Home Display (IHD). The IHD is a small electrical device with a touch screen, that works with your smart meter to give you all kinds of info about your energy use. It can keep you up to date with how much gas and/or electricity you’re using, what you’re paying for it, and how much carbon dioxide (CO2) you’re producing. You can change the screen to show your current use, or your use over the last few hours, days, weeks or months. 

6. How do I read my OVO energy bill?

We have to show all kinds of info in your OVO Energy bill, including the details you need if you want to switch to a different provider. This means it can sometimes be a bit hard to find the specific data you want. However, you need to understand your bill to keep an eye on what you’re spending. That’s why we’ve included a full breakdown in OVO Answers.

7. How do I survive winter energy bills?

Almost everyone spends a bit more on their energy during the winter – because it’s colder outside and gets darker earlier. We turn on the heating and switch the lights on sooner. That means it’s not easy to save energy in winter, but it is possible to cut down on some of your energy costs. With a few small tweaks, you’ll find it easier to survive your winter energy bills. Read our helpful OVO Answer and our ‘10 things to do before you switch on the heating’ blog. 

8. How do I send OVO my meter readings?

To start with, log into your My OVO account with your email address or your My OVO ID and password. Select 'Submit a meter reading' and fill in your details. That’s all there is to it.

9. How do I top up my smart meter?

If you’re an OVO customer, it depends whether you’re on Smart PAYG Standard or Smart PAYG+. With Smart PAYG Standard, you take your top-up cards to a PayPoint and add credit remotely – you don’t need to go home and insert the cards in your meters. With Smart PAYG+, you have a choice: top up online, via our OVO app, by text, or with your smart top-up card at any Paypoint. Find full instructions in OVO Answers.

10. Is electricity cheaper at night?

Electricity costs the same per kilowatt hour (kWh) no matter what time it is, unless you’re on an Economy 7 or Economy 10 tariff. If you are, your electricity will be cheaper at night.

Now you know what many of our customers are asking us, and where to find the answers. If you’ve got a question that isn’t covered here, remember you can go online any time, 24/7: and ask us a question on Facebook tweet us on Twitter @OVOEnergy or by email to hello@ovoenergy.com

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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 for customers paying by advance direct debit.  The OVO Interest Reward is paid monthly based on   number of days in credit and the amount left in your account after you’ve paid your bill,  and the credit balance on which you can earn the OVO Interest Reward is capped. Terms apply: http://www.ovoenergy.com/terms/

95% of new customers save when switching to OVO: Savings based on the average estimated annual costs for all new OVO customers quoted through the OVO website, compared to their current supplier and tariff. Comparisons taken between 01/05/2016 and 11/10/16. Incl VAT.

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.

Which?: Achieved the highest score of 78% in the Which? Satisfaction Survey conducted in September and October 2016.

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