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Welcome to OVO

Your new energy supplier

Your previous supplier, Economy Energy, has ceased trading and Ofgem (the GB energy regulator) has decided that OVO Energy will be taking over your energy supply.

If you’re a PAYG customer, you’ll be joining OVO’s dedicated PAYG brand, Boost Energy and can find FAQs here.

What happens when OVO takes over my energy?

In January

We take over your energy supply

By 1st February*

Your account is set up, which means you’re officially with OVO.

 

7 days later

Your welcome pack arrives, with lots of important info (like your rates and customer number).

 

One last step…

Simply give us an opening meter reading in My OVO** and you’re done!

 

Frequently Asked Questions

Don’t worry – there won’t be any disruption to your supply while we transfer your energy account to OVO. We’ll take care of everything, and once everything is complete, we’ll let you know and start to bill you for your energy.    

You are being switched to OVO’s standard variable plan, Simpler Energy. You’ll find full details on your energy rates in our welcome pack, which is being sent soon.

Our variable and fixed tariff prices are almost the same at the moment, but we understand you’ll be looking to protect yourself from any future price changes with a fixed plan. It’s best to wait until you receive your first bill from us before switching plans. Once you’ve got it, head to My OVO to see our fixed plans.

We’re transferring your Economy Energy Direct Debit to OVO – it’s really important that you don’t cancel your Direct Debit while we sort everything out.

You’ll notice there aren’t any details about your Direct Debit in our welcome pack but don’t worry – that’s because we’re still transferring it. We’ll confirm all the details with you soon.

If you don’t have an existing Direct Debit, please call us to set one up - you can reach us on 0330 303 5063 (our opening hours are Mon-Fri 8am-6pm).

 

Your credit balance is being transferred to OVO, and once we’ve reviewed it, you’ll see it on your final bill from Economy Energy, as well as on your first bill from us.

There are plenty of benefits to being with OVO – if you haven’t heard much about us, feel free to have a look through our website. We hope you’ll give us a chance to impress.

If you’d still like to switch, you can do so without paying any exit fees, but it’s best to wait until your account is fully transferred, or your switch may take longer than usual.

Don’t worry, we’ll be honouring all Warm Home Discount payments to all eligible customers. More details will follow.

We’re aiming to have everything switched over by the 2nd February, so you’ll receive your welcome pack before then.

Unfortunately not, but we’d be happy to arrange a new appointment to install a smart meter with you once your switch has completed.   

 

No - they’ll be fine! We use the same meters, so once you’re on supply, we will be able to communicate with them.

 

These will be sent to you in a Welcome Communication where you can find all the information about your new account and tariff.  

You will get your first statement from OVO roughly 4-6 weeks after your switch.  

 

A recent meter reading and accurate bills go hand-in-hand, so after you’ve received your welcome pack, please keep an eye out for our instructions on how and when to give us one.

It’s important to us that you only pay for the energy you’ve used and that your bills clearly show that. With that in mind, we want to explain a one-off difference about your first bill, which has happened because we had to take over your energy supply before we could create your account in our system that handles your bills.  

We officially started supplying your energy on the 12th of January, but you'll see a later supply start date included in your welcome pack and any other communication from us.

This means on your first bill from us, your meter reading and energy charges will begin from the date included in your welcome pack – but the bill will also include the charges for the energy you’ve used since 12th January. For the same reason, standing charges between the 12th of January and your welcome pack start date will be added to your bill as an additional amount.

That’s only the case for your first bill from us – all your following bills will be back to normal.

Our online portal is called My OVO. If we’ve already got an email address for you then you’ll be able to log in once you’ve received your welcome pack. Otherwise, please email us with your new accounts number and we can get this set up for you.

If you’ve already received a final bill from Economy Energy, please get in touch with us to register your refund claim. We’ll need to speak with Economy Energy first to get some more information, but we’re aiming to be able to accept refund requests soon. If you haven’t received your final bill yet, you’ll need to wait before you contact us.

 

*Quick note – some accounts will be opened a week after this date, so please bear with us if this happens to you. **My OVO is the name of our simple online account management tool.

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