OVO's Customer Support Package: everything you need to know

OVO’s £50 million Customer Support Package includes a broad range of measures to support those with a real and immediate need this winter. Extra support is on the way.

This includes dedicated support from a specialist team for our customers in the most financial difficulty and those in financial difficulty for the first time.

We will be offering these services to those who need extra support and meet certain eligibility criteria, and will begin rolling these out to customers from 1 October and throughout the winter.

Dedicated specialist financial support team

Here’s the support that will be available to customers:

Direct financial relief

Direct Debit relief, emergency top-up, and payment holidays for customers struggling to pay for their energy.

Hardship Scheme

Additional funds will be allocated to our Hardship Scheme, which will provide additional support for customers via a wide range of interventions, accessed through our dedicated support team.

Specialist support

Dedicated support for our customers in the most financial difficulty from a highly-trained team, including support for those in financial difficulty for the first time

Free and discounted products and services

A range of free and heavily discounted products and services like smart thermostats, boiler servicing and electric throws – prioritised for those who need extra support.

Additional support for those with an immediate need

Direct Debit customers

You will always have access to our online payment support tool which helps to assess the right payment plan for you. For customers particularly impacted by the high cost of living, we have an option to reduce direct debits by up to 15%, giving breathing room until the next direct debit check in.

Pay On Demand customers

You will be able to create bespoke payment plans lasting up to 36 months, increasing from the previous 24 months.

Prepayment customers

We're working to increase our emergency credit from £5 to £15. We’re also making sure that if we switch our customers to prepayment plans, we regularly check in to make sure they're able to manage through this difficult period.

We’ll be offering payment holidays for debt repayment for all prepayment meter customers so that every penny put on the meter will go towards heating, not paying back debt this winter.

Staying connected this winter

We will not disconnect our customers this winter where they fall behind, and encourage all customers who are unable to make their payments to contact us as soon as possible to discuss the tailored support we can offer.

Home energy efficiency support

We’re here to support and encourage all our customers to improve the energy efficiency of their home. This can help customers to reduce energy waste and what they pay.

Our specialist team will be offering these products and services to those who need extra support and meet certain eligibility criteria.

These discounted energy saving products and services include:

Free boiler services

Free boiler services, worth approximately £90, to ensure boilers are working efficiently this winter, helping reduce energy use and bills

Free energy saving products

Free energy saving products such as smart thermostats, which can help customers take control and reduce heating costs by up to 30%

Free electric throws

Free electric throws which can help some customers stay warm for less, without needing to heat the whole home all of the time

Discounted A-Rated Boilers

Exclusive 20% discount for customers in need of a newly installed A-Rated boiler, helping reduce energy use & bills

Working with StepChange and the Trussell Trust

We’re continuing to support StepChange, the debt charity, so they can provide their vital support to customers who need to closely assess their finances and may require help in challenging situations. 

We’ve launched a new partnership with the Trussell Trust to support food banks to meet increased need this winter and help people facing hardship access practical support to get through this crisis and to a place where they can afford the essentials.