Guaranteed Standards of Performance (GSOP): our promises to you
At OVO, we’re happy when our members are happy. Find out more about our promises to you, and how to claim compensation if we don’t meet these standards.
At OVO, we’re happy when our members are happy. That means we do everything we can to give you the best possible service.
The UK’s energy regulator, Ofgem, advises energy suppliers on Guaranteed Standards of Performance. This is sometimes called GSOP. Energy suppliers in the UK have to meet these standards for our customers, or we’ll owe you compensation.
Here, we’ll explain what these standards are, and when you might be entitled to a GSOP payment from OVO.
What are Guaranteed Standards of Performance (GSOP)?
Guaranteed Standards of Performance are the promises we make to you, as your energy supplier.
We’ll always do our best to keep these promises. If for some reason we don’t meet the guaranteed standards, we’ll pay £30 directly into your OVO Energy account. This is our way of saying sorry. It’s sometimes called GSOP compensation, or a GSOP payment.
When can you get a GSOP payment?
Here’s a bit more about our guaranteed standards of performance. If we break any of these, you’ll get a GSOP payment of £30.
Sometimes you might have to book an appointment for an OVO engineer to visit your home – for example, to fit a new meter.
If you contact us to book an appointment, we’ll do our best to:
- Give you a date that’s as soon as possible (you’ll get a 4-hour time slot)
- If we can’t find a slot for you straight away, we’ll get back to you within 5 working days to offer you a date
- Let you know at least 1 working day in advance if we need to rearrange your slot
If you ask us (during working hours) to have a 2-hour appointment at a specific time, we’ll do our best to make that happen for you.
And we’ll do everything we can to make sure your appointment goes as smoothly as it should. That includes sending an engineer who has the skills, experience, and resources to do the job.
If we fail to do any of the above, we’ll pay £30 into your account.
Reconnecting your supply
If you’ve been taken off supply because of unpaid charges, and these have now been paid, we promise to get your gas and/or electricity back up and running quickly. We’ll reconnect your supply within 24 hours.
Please note: if you pay your charges outside of working hours, we’ll aim to reconnect your supply the next working day.
If it takes longer than 24 hours to get your power back on, we’ll pay you £30.
Think something’s gone wrong with your meter? Depending on what type of meter you have in your home, here’s what we’ll do about it.
Once you contact us to tell us that you don’t think your credit meter’s working properly, we’ll:
- Make an assessment of whether or not the meter is faulty within 5 working days
- Confirm the result of our assessment in writing
- Take action to fix any faults we find – this could include repairing or replacing the meter – also within 5 working days after you contact us
If we don’t do any of these things, we’ll pay you £30.
If you think your prepayment meter is broken and you’ve lost power, we will:
- Arrive at your home, or fix the issue remotely, within 3 hours if contacted during a working day (Monday-Friday, 8am-8pm), or
- Arrive at your home within 4 hours if contacted on a weekend or bank holiday
If you think your prepayment meter is broken, but your power’s still on, we’ll take action to:
- Confirm whether the meter is faulty
- Fix the fault, or
- Replace the meter
This will happen within 3 hours if you contact us during a working day, or 4 hours on weekends and bank holidays. If you contact us outside of working hours, we’ll get back to you as soon as we can the next day.
If we fail to live up to these promises, you’ll get a £30 payment from us in your OVO account.
Leaving OVO? We’ll be sad to see you go!
We’ll send you a final statement within 6 weeks after:
- You tell us you’re moving out, or
- Your new energy supplier tells us you’re switching
If we don’t meet that 6 week deadline, we’ll pay you £30 in GSOP compensation.
Refunding final credit balance
After we send your final bill, if you have a positive balance left in your account, you’ll get it automatically refunded.
If this doesn’t happen within 10 working days, we’ll send you a £30 GSOP payment.
15 working day switch
When you switch to OVO, we’re excited to get you up and running as quickly as possible.
We’ll switch your energy supply to us within 15 working days of getting the information we need for the switch. If we don’t do that, we’ll pay you £30 GSOP compensation.
This won’t apply if we believe there’s evidence of fraudulent behaviour relating to the switch, or if it’s delayed for a reason outside our control.
Have you been switched to OVO by mistake? If you get a welcome letter or a final energy bill you weren’t expecting, don’t worry. Just get in touch with your energy supplier to let them know.
If your supply was transferred to OVO without your permission, we’ll owe you erroneous transfer compensation. This will be £30 or more.
The amount you get, and which supplier pays it, will depend on the exact circumstances of the erroneous transfer. See Ofgem’s website for more details.
Electricity Distribution Networks and Gas Transporters
Electricity Distribution Networks and Gas Transporters are separate to your energy supplier. They’re responsible for the infrastructure (like towers and cables) that actually gets gas and electricity to your home.
If they cause a fault or an issue, they might be required to pay you compensation. Sometimes, we’ll be asked to make that payment on their behalf.
If that happens, we’ll pay it straight into your OVO account. If you don’t get it within 10 working days, we’ll add £30 to it.
When can you not get GSOP compensation?
In some situations, we might not offer a £30 GSOP payment. These include:
- If one of our engineers is unable to make it to your appointment because of a situation beyond our control, such as severe weather conditions
- If you tell us that you don't want us to do anything about the problem you reported
- If your meter's been tampered with
- If we can’t get access to your meter or home
- If you turn down our offer to fix a faulty prepayment meter
And remember: all of the information on this page is subject to change if Ofgem publishes new guidance.
How we make sure we’re meeting these standards
To us, the people that matter most are OVO members.
Our teams are constantly reading your feedback, whether it's a tweet, review, or email. We do everything we can to respond to your queries, and take action to solve any problems, as quickly as possible.
We love checking in with our members to see how they're getting on, and if there's something we could do better. And we encourage all OVO teams to listen to the feedback we get from our members, so they can really understand any issues you’re facing.
Need more help?
Still got questions? More help is always at hand on the OVO Forum. And if you don't find the answers you need, feel free to ask a question and one of our forum members can help.
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Sources and references:
1 Based on analysis carried out by the Carbon Trust for OVO Group (2020), 28% of an average individual’s carbon footprint in the UK comes from energy. In this analysis, the carbon footprint includes the following lifestyle categories: energy, transport, shopping, food and drink and holidays. See table below for each category. This carbon footprint data has been calculated using BEIS 2020 emission factors. This excludes emissions from things that the average person cannot directly control such as supporting the NHS, defence, government bodies, etc. Please note these figures are not reflective of potential changes to your habits during the coronavirus pandemic.
2 100% of the renewable electricity we sell is backed by renewable certificates (Renewable Energy Guarantee of Origin certificates (REGOs)). See here for details on Renewable Energy Guarantee of Origin certificates and how these work. A proportion of the electricity we sell is also purchased directly from renewable generators in the UK.
3 Each year, OVO plants 1 tree for every member in partnership with the Woodland Trust. Trees absorb carbon dioxide from the atmosphere, so tree-planting helps to slow down climate change.