Unfortunately, you can’t change the address that your electricity and/or gas supply is linked to. But if you need your statements and other letters sent to a different address, you’ll need to call or email us. If your address is changing because you’re moving home, this is what you need to do:
Enter your 5 digit reading (for electricity) and/or 4 or 5 digit reading (for gas) into the boxes, excluding numbers after decimal point, and press ‘Submit’. If you’ve got a smart meter that isn’t connecting, you’ll need to follow steps 1-4 to submit your readings.
You’ll then be able to see a record of all the readings you’ve given.
You can only ask for a refund if you have at least one month’s Direct Debit in your account and you must have provided a recent meter reading (you might need to also wait for your next statement). And the minimum amount we can refund is £25 (find out more about getting a refund).
Click ‘Apply for a refund’ under ‘My Balance’. Once you’ve done that, it’ll tell you the highest amount you’re allowed if you’re eligible for a refund (you must have given meter readings and had a statement after the readings in the last 30 days).
Keep the highest amount or change it to something between £25 and the highest amount, and click ‘Get refund’.
Click the ‘My Last Statement’ icon in the middle of the page. This will allow you to download all your monthly or quarterly statements.
However, if you want a copy of your annual statement, you can’t get it in My OVO. If you get your statements by email, just search your inbox. If you can’t find it or you get your statements by post, please email firstname.lastname@example.org to ask for a copy.
It’s possible to add up to other people to your OVO account. This means you can add your husband or wife, your partner, or if you need extra help, your carer or other people who help you live independently.
There are two different ways to add people to your account
As a name – this is someone who can contact us and make decisions, but has no financial liability.
Equal responsibility – this is someone who can contact us and make decisions, and has equal financial liability for any debts.
As a name
Adding someone to your account as just a name, with no financial responsibility, is easy. Just call or email us to provide their details, including their date of birth. If you call, their name can be added instantly. If you email, it usually takes less than 3 working days.
This is more complex, as the person will assume equal responsibility for any debts you may build up. We can’t arrange this by email – whoever you’d like to share your account with will need to talk to us.
You’ll both need to be on the call, unless you’ve already added the person as a name previously. Our friendly team will then talk you both through the process, and get everything set up for you.
If you give someone equal responsibility, they’ll be able to do everything you can.
Who can you add to your account?
Anyone who is a UK resident over 18 years of age. If you want to share responsibility, you and the person who you'd like to share with will need to call us. It's worth knowing that they don't need to live at your address.
Contacting us to add a person
Our Bristol-based customer contact centre is open Monday to Friday between 8am and 8pm, and on Saturdays between 9am and 5pm.
Just call 0330 303 5063 or our landline number 01179 303 100.
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