OVO's Customer Support Package
This winter, we’re enhancing our ongoing Customer Support Package offering extra help to our customers who need it most. It’s there to give financial and practical support to eligible customers, who are struggling as a result of high energy costs.
The package is worth nearly £40 million and most of this will go directly towards helping people in different situations, with many forms of financial support – from emergency top-up credit to payment reductions.
Am I eligible?
If you think you’ll struggle to pay your bills and you’re an OVO or Boost customer, then you might be eligible. It doesn’t take long to apply for support and you’ll get your answer right away.
When you apply for support, things like household income, any disposable income, and medical needs will be taken into account – to help prioritise those who need help most.
We won’t be able to offer everything to everyone – but we’re hoping to help as many people as possible. Our specialist teams will be available to speak to any of our customers who are worried about energy costs.
How we can support you
As well as the Customer Support Package, we have a range of support available to you at any time.
Direct financial support
Direct Debit reductions, emergency credit top-ups, and extended repayment plans for customers struggling to pay for energy.
More money will be given to our Hardship Scheme, which offers extra support in different ways.
Our highly trained team can help if you’re struggling financially, or if this is the first time you’ve needed support.
Priority Services Register
The Priority Services Register (PSR) provides free energy support, including meter reading and gas safety checks, for vulnerable individuals like those with disabilities.
Other support available
Our payment support tool can help you work out the right payment plan for you. It lets you reduce your Direct Debit payments by up to 15%, to help make energy costs more manageable.
Pay On Demand
If you pay for your energy after getting a bill, you’ve got the option of setting up an affordable payment plan. This spreads your energy costs over time.
Payment plans have been extended to now last up to 3 years, if needed.
Pay As You Go
We’re keeping emergency credit at the increased amount of £15. For anyone who is new to Pay As You Go, we’ll check in with you regularly to help make sure your energy costs are affordable for you.
For customers who need support the most, debt repayment holidays are available. This means that every penny on the meter will go towards the energy you use over winter – and not on paying back debt.
Support from charities
We’ll also be funding key charities on the frontline of the cost of living crisis, including StepChange and the Trussell Trust. This funding will also go towards community energy hubs, which will support people in understanding how to manage their energy use.
Further information and support
We can share the help that’s available from us, and make sure you’re getting any government support you’re entitled to. We’ve helped thousands of people in similar situations, and we can support you too.Get in touch
Visit our Help Centre
We have a wide range of helpful articles on our Help Centre. Find information about extra financial support. Find out about payment plans, government schemes like Warm Home Discount, and more.Visit the Help Centre