What to do if the account holder passes away

Letting us know that someone has passed away

To let us know, you can:

• Fill out the form at the bottom of this page

• Call our dedicated team on 0330 175 9683 or email [email protected].

The details we’ll need when you get in touch

• Your name and contact details (including your phone number and address)

• Any details of the OVO account holder you might have – like their full name, postcode, or date of birth

• The contact details for the executor or the person taking over the energy account (in case that won’t be you)

• The meter readings from the home we supply, if you’re able to get them – here’s a helpful guide on how to read the meter and send the readings

Next steps

• We’ll keep supplying  the energy supply to the property unless you tell us otherwise

• We’ll either transfer the account into a spouse/partner’s name, close the account if the estate is no longer responsible for the property or we'll keep the account running in the name of “The Executors of”

• We’ll send regular statements for any energy usage and standing charges until the property is sold or the keys are returned. While these statements may show an amount due, please rest assured that we do not expect you to pay this personally. We understand that these costs are usually settled from the estate once funds become available, such as after the Grant of Probate

• Once the property has sold or the keys have been handed back, please let us know the date and any final meter readings. We’ll send you a final statement within 4 weeks of closing the account.

Get independent advice

For free, independent advice on dealing with the energy account of someone who passed away, you might also want to contact these organisations:

• Continued Path offers support on the processes around managing the estate, as well as more general advice

• Citizens Advice can help on a range of matters, including bereavement

• The NHS or the Cruse Bereavement Care charity can also help you get support after bereavement or loss

How to let us know

We understand that this must be a difficult time, and we want you to know that we'll do everything we can to make handling their energy account as simple as possible.

We appreciate that calling us might not be something you want to do right now. So, if you'd prefer, you can use our online form to tell us what you would like us to do with their energy account instead.

For example, you can either transfer the energy account into your name, or let us know if there's no one living at the property and an executor is now managing the estate.

Other OVO products and services

We want to get you through to the right expert as quickly as possible. Since OVO provides more than just energy services or accounts, please use the contact details below for any Feed-in-Tariff (FIT) or Home Services inquiries:

• You can contact OVO's Feed-in Tariff (FiT) team by calling 0330 102 7421 Monday to Friday from 9 AM to 5 PM. You can also email the team at [email protected] or [email protected]. If you email outside of business hours, OVO will respond within five working days. 

• You can contact OVO’s Home Services team by calling 0330 102 8905 and select option 5 for customer service.

• Other ways to contact us: Write to us: OVO Energy, PO BOX 3129, Worthing, BN11 9QS. Please remember to include the account holder's name, policy number and/or full address when emailing us or writing a letter, so we can get back to you without a delay.

Submit a meter reading 

When you feel up to it, submitting a meter reading will help us keep the account updated and make sure the final charges are correct.

Read our guide on how to read the meter and send readings and find out more about sending a meter reading if you are on Pay As You Go.

To help us ensure the final balance is accurate, we will need a photo of the meter reading(s) if the credit is over £599. Similarly, for pay-as-you-go meters, please send us a photo of the screen showing any remaining credit. You can send these to [email protected].