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Coronavirus: managing your energy

 

So we can help those who need us the most, we’re now only taking emergency calls. We hope you understand. Please use your online account or our app wherever possible. If you can’t find the answer to your question below, you can always ask us on Twitter or ask other members on our forum.

General questions

No, there’s no reason to worry about your supply. We’re taking lots of steps to make sure it’s protected.

So we can help those who need us the most, we’re now only taking emergency calls. We hope you understand. Because of this, we’re asking everyone to use their online account or app wherever they can. You can use these to manage your payments and submit readings.

Download our app here for Android and here for iOS

Log into your online account

If you have a non-urgent question, please check the help pages on our website. If you can’t find what you need, you can:

We’ll get back to you as soon as we can. 

If you have an emergency, have lost your energy supply or you can’t pay your bill, you can call us on 0330 303 5063 (Monday to Friday 8am-6pm). There will be longer waiting times than normal, but we want you to know that we’ll do everything we can to help. 

If it’s an emergency or you might lose power, please ring our team on 0330 303 5063. We’ve set up a dedicated team in our call centre to help those who are struggling. We are doing everything we can to ensure no one is left without power. 

There might be longer waiting times than normal, but we want you to know that we’ll do everything we can to help.

We’re seeing a higher volume of calls than normal, so we’re now only able to take emergency calls. Our waiting times are also longer than usual – please bear with us, we’re doing everything we can to help. We’ve also stopped all non-emergency home visits and postponed all smart meter appointments until at least May 1st. 

To help us, we’re asking that you don’t call unless you have an emergency. Please submit readings and manage payments in your online account or through our app. You can also contact us on social media with general questions:

  • Download our app here for Android and here for iOS
  • Log into your online account
  • Ask a question on Twitter
  • Get support from our community on the forum

We’ll get back to you as soon as we can. 

We understand your concerns about this. Our teams have been trained on how to keep everyone safe while they’re in your home: 

  • All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment. 
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working.  
  • The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit. 

To minimise the time our engineers spend in the property for your safety, they may work in a slightly different way to usual. This may include installing non-smart meters if needed, or not turning on the smart capabilities of a meter. Don’t worry, you’ll still be left with a working meter. And, if this is the case, we will return as soon as possible to fully finish the job. 

All our team members will stop working immediately if they (or their household) shows any signs of symptoms. 

Important: if you, or anyone in your household, becomes unwell before your appointment, please give us a call on 0330 303 5063 and we’ll work through your options. Even if you are ill, we will do everything we can to ensure you are not left without power. Our phone lines may be busy right now, but we’re prioritising those with emergencies like yours. Bear with us and we’ll be with you as quickly as possible.

Keeping our engineers safe is a top priority. That’s why we’re postponing all non-essential smart meter appointments until at least 1st May. 

Occasionally, our engineers need to enter homes in an emergency. If this happens, and your household is unwell, they’ll be following extra safety advice. Our team will explain this to you when they speak to you.
 

Yes, you’re still able to switch energy providers in the normal way. You can switch to OVO easily online here. If you want to leave us, you are still able to do this as well. 

No, we want you to know that we’re still here to support you. Since Coronavirus hit, we’ve made a number of changes to our services to help prioritise the vulnerable, and those at risk of power loss. (You can read about that in our FAQs on this page). But there won’t be any extra changes to our service as a result of this really difficult decision. We’re very much still here for you.

If you're worried about paying your bills

We know that this is an extremely difficult time for us all – and that staying at home means you’ll probably use more energy than usual. But if you want some practical help to cut your energy use – and bills – head here.

These organisations all offer brilliant help and advice for anyone struggling to manage – or pay for – their energy. 

We are considering every case on an individual basis to make sure we’re providing the best support for each situation. If you can’t afford your current payments right now, we’ll work with you to reduce your payments to a level that you can afford. 

If  you can’t pay for your energy, please call us and we’ll work through the options with you. Our number is 0330 303 5063 and our opening times are Monday to Friday, 8am - 6pm.

A: We understand that this is a really difficult time and lots of people are finding themselves unable to pay their bills or manage their Direct Debits. If you can’t pay for your energy, please contact us and we will do everything we can to work out a manageable plan for you. You can contact us on; 

Twitter or email us on [email protected] 
If you need to call us our our number is 0330 303 5063 and our opening times are Monday to Friday, 8am - 6pm

There might be longer waiting times than normal, but we want you to know that we’ll do everything we can to help.  

We understand that lots of people are worried about losing income because of the disruption. Our priority is to protect our most vulnerable members and we’ve set up a dedicated team in our call centre to support.

If you can’t manage your debt repayment, we’ll do all that we can to help. Our call centre might be busier than usual, but bear with us. Once you’re through we’ll review your individual situation and talk you through the options. 

Our number is 0330 303 5063 and our opening times are Monday to Friday, 8am - 6pm. There might be longer waiting times than normal, but we want you to know that we’ll do everything we can to help.  

Meter readings, smart meters and home visits

If you have a smart meter your readings will update automatically, so there’s nothing to worry about.

To help those who need us most, we’re now only able to take emergency calls. So we’re asking everyone to submit their readings through their online account or in the OVO app. It’s really easy to do – thank you for your support. 

Log into your online account, here.

Download the OVO app, for Android here or for iOS here.

No, unfortunately not. From 23rd March until at least 1st May 2020, we’re suspending all at-home meter readings – to protect both our members and our teams. For people who aren’t able to update their meter reads themselves online, we’ll be calling members and asking you to help us by reading your own meter over the phone, wherever possible.

Unfortunately, without a meter reading, we’re unable to send your payment, as we won’t be able to work out how much we owe you. But we understand this is a difficult time and if you're struggling to submit a meter read because you're unwell or unable to leave the house, please can you contact us on Twitter, or email us on [email protected].

Alternatively, you’ll also have the chance to submit new readings in June, and your payment will be backdated.

We understand that you may be struggling to submit a meter read, because you're unwell or unable to leave the house. If that’s the case, please email us on [email protected] and we’ll work through the options with you. 

If you are able to submit your meter readings online, please continue to do so. This will help keep our phone lines free for members in emergency situations. We don’t want you to lose your Self Service Reward if you have to call us because of Coronavirus. 

Yes, you will. We know this is a really difficult time, so any calls related to Coronavirus will not result in you losing your credit - just email us on [email protected] and we will sort it out.

No, unfortunately not for the time being. As of 23rd March, we’ve stopped taking any new, non-essential smart meter appointments for OVO Energy, until at least 1st May 2020. We will update you here, as soon as the situation changes. 

No, unfortunately not. We’re postponing all non-essential smart meter appointments until at least 1st May. If you have an appointment, you’ll receive an email confirmation of this cancellation. In the meantime, please assume your smart meter engineer will not be coming to complete your installation (if it is going ahead, we will call you to let you know). This is effective from 23rd March until at least 1st May 2020, to keep both our members and our engineers safe. We hope you understand, and we’ll be back in contact to arrange a new appointment as soon as it’s possible to do so. 

Don’t worry. If your smart meter installation has been postponed as a result of Coronavirus safety measures, your OVO Beyond subscription won’t be cancelled. We will rebook your smart meter appointment as soon as it is safe to do so. 

For pay monthly members, we’ll still carry out appointments where meters are faulty and the member may be at risk of losing their energy supply because of this. If you already have an emergency appointment booked, then this will go ahead.

If you have an emergency and your meter is broken, please call us on 0330 303 5063, Monday to Friday, 8am - 6pm and we’ll do all that we can to support you.

We’ll still be going ahead with existing PAYG smart meter bookings, as well as taking some new bookings where it’s safe to do so. This is because, smart meters can be switched back on remotely so they make it easier for us to protect members from losing their energy supply at this difficult time. 

We will not be taking any non-emergency appointments from anyone over 70 or those in high risk groups until at least 1st May.

We will update you here, as the situation changes.

If your emergency means you’re going to lose power or you’ve already lost it, we can still help you – even if you or someone in your household is sick. We know this is a worrying time and we’re working very hard to try to make sure our members all have access to energy.  

Please give us a call on 0330 303 5063 and we’ll work through your options. Even if you are ill we will do everything we can to ensure you are not left without power. Our phone lines are busier than normal, but we’re prioritising those with emergencies like yours. We’ll be with you as quickly as possible.

We understand your concerns about this. Our teams have been trained on how to keep everyone safe while they’re in your home: 

  • All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment. 
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working.  
  • The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit. 

To minimise the time our engineers spend in the property for your safety, they may work in a slightly different way to usual. This may include installing non-smart meters if needed, or not turning on the smart capabilities of a meter. Don’t worry, you’ll still be left with a working meter. And, if this is the case, we will return as soon as possible to fully finish the job. 

All our team members will stop working immediately if they (or their household) shows any signs of symptoms. 

Important: if you or anyone in your household becomes unwell before your appointment, please give us a call on 0330 303 5063 and we’ll work through your options. Even if you are ill, we will do everything we can to ensure you are not left without power. Our phone lines may be busy right now, but we’re prioritising those with emergencies like yours. Bear with us and we’ll be with you as quickly as possible. 

No, unfortunately not. From 23rd March until at least 1st May 2020, all non-emergency home services and boiler servicing appointments will be suspended. This is to keep both our members and our engineers safe. We hope you understand and we appreciate your patience. 

EV Charger Installations

We’re reviewing existing bookings for charger installations on a case by case basis. You will be contacted by our team to review your booking. 

No, unfortunately not. We’re postponing all maintenance appointments until at least 1st May. If you have an appointment, you’ll receive an email confirmation of this postponement. In the meantime, please assume your engineer will not be coming to your maintenance appointment.

This is effective from 23rd March until at least 1st May 2020, to keep both our members and our engineers safe. We hope you understand, and we’ll be back in contact to arrange a new appointment as soon as it’s possible to do so. 
 

To keep both our members and engineers safe, we are not taking bookings for new EV chargers. However if it is an emergency, for example if you are an NHS worker, please call us on 03300 431 851 and we’ll do what we can to prioritise your installation. 

We hope you understand, and we’ll be back in contact to arrange a new appointment as soon as it’s possible to do so. 

If you’re unable to charge your EV and need your car urgently, for example if you are an NHS worker, please call 03300 431 851, Monday to Friday, 8am - 6pm to contact Charged EV, our installation partner, and we’ll do everything we can to help. 

We are only able to complete a very small number of emergency appointments  at the moment so we appreciate your patience. 
 

We understand your concerns about this. Our teams have been trained on how to keep everyone safe while they’re in your home: 

  • All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment. 
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working.  
  • The engineer will also ask you to open windows and doors close to the installation, for the duration of their visit. 

All our team members will stop working immediately if they (or their household) shows any signs of symptoms.

Important: if you or anyone in your household becomes unwell before your appointment, please give us a call our installation partner on 03300 431 851 and we’ll work through your options. Our phone lines may be busy right now, but we’re prioritising those with emergencies like yours. Bear with us and we’ll be with you as quickly as possible.

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