Questions about moving from SSE to OVO?

Last year we welcomed SSE Energy Services (the part of SSE that supplies energy to households across Great Britain) into the OVO family. But in order to make sure SSE customers get the best of all we have to offer, we will, in time, move them over to join OVO Energy.

If you’re an SSE customer- welcome! You won’t need to do anything and we’ll make sure the move goes as smoothly as possible. And provide updates every step of the way. We’ve got the key questions covered below and you can find more detailed information about the move here.

We’re so excited for this next chapter. Here’s to the future!

Your move to OVO

Since launching in 2009, we’ve welcomed over a million members, planted over a million trees and set our sights on helping save the planet. The more people who have access to our products and services, the more people we can help to save energy and reduce their impact on the planet.

By moving our SSE customers to OVO Energy, we can bring together the very best of what we do.

Your electricity will be supplied by OVO Electricity Ltd and your gas will be supplied by OVO Gas Ltd.

Rest assured, your supply won’t be interrupted by your move.

You'll get a new account number when you become an OVO member. We’ll use this account number in every statement and communication we send.

If you’re with SSE for your energy, over time, we’ll be moving your account to OVO. All of us are working hard to make the move as smooth as possible, and you will be updated every step of the way. But in the meantime, here’s what you can expect:

  1. While SSE is preparing to move your account, you’ll get a letter or an email to let you know. It will include all the important details about what to expect from the move. You may have even received this already, and if you haven’t you don’t need to do anything -- SSE will be in touch when it’s time.
  2. When your move has started, if you have an SSE online account, you’ll see a message confirming this when you log in.

Your move should take around two to three weeks. This will be confirmed in your next SSE bill which will also contain key information about your new OVO account. If it doesn’t, there’s nothing to worry about -- it just means we’re still getting your new account ready.

  1. Once you’ve moved over to us, we will be in touch to tell you everything you need to know. You'll also be able to activate your OVO online account here. If you’ve got an SSE online account and log in, you’ll see a message with a handy link to get started.

And that’s it! There’s nothing more you need to do. The move won’t interrupt your supply and won’t affect your meter(s). You’ll still enjoy the same friendly, reliable service too.

Yes. Over time, all SSE Energy customers will be moving to OVO Energy. To make this as smooth as possible, we’re looking to move everyone across gradually. The move won’t interrupt your supply and we’ll provide updates every step of the way.

Absolutely nothing changes for our OVO Energy members.

Payments and Statements

At OVO we like to keep things simple. Every three months we’ll send you bills, which cover your past three months’ gas and/or electricity use.

If we supply you with gas and electricity, we’ll combine both into one simple bill, so you’ll be able to see each, side by side. This is different to your SSE bills, where you might be used to receiving separate quarterly bills for your gas and electricity.

If you haven't activated your online account yet, just head here to get started.

To see more about your bills, have a look around our handy guide here.

Our bills may look slightly different here at OVO. Here's why…

We like to make sure things are clear and simple. So we combine electricity and gas into one easy-to-read monthly bill. Our designs and colours will also look a little different to what you’re used to.

To pay your final bill by credit or debit card please give our OVO team a call on 0345 072 9498 with your new 8 digit OVO account number. You'll find this on your final statement.

You’ll get your first bill about three months after you move to OVO, and you can pay as soon as it arrives. You’ll get your following bills every three months.

Information on how to pay your bill can be found on our Help Centre.

Yes. When you move to OVO you’ll still get your energy bills by post every three months. To make life easier, we’ll also save a copy of your monthly bill in your online account, so you’ll have it to hand.

Activate your OVO online account to view your bills online - just enter your email address here. If you hadn’t registered an email address with SSE, we’ll ask you to confirm a few more details before you set your password.

Yes, we’ll keep emailing you your bills. And you’ll be able to see them in your online account.

If you haven't activated your online account with OVO, just enter your email address here. If you hadn’t registered an email address with SSE, we’ll ask you to confirm a few more details before you set your password.

Absolutely. We’ll take care of everything, so you won't need to set up a new Direct Debit. The only difference you’ll see is that if you’re a gas and electricity customer with SSE, we’ll combine your Direct Debits into one easy payment. And the Direct Debit will come from OVO Energy.

To keep your balance on track, please provide meter readings through your OVO online account or app as often as you like. Take a look on our Help Centre to see how it's done.

When you’re moving to OVO we’ll write to you to confirm the exact date of your Direct Debit. We’ll make sure it’s taken on a date that’s closest to when you’d usually pay SSE. This can be any day of the month excluding the 29th, 30th, or 31st.

The simple answer is, yes!

If you paid by Direct Debit when you were with SSE, we’ll move it over and you can keep on paying the same way. The only difference is that, instead of separate Direct Debits coming out of your bank account for gas and electricity, we’ll combine them into one easy payment.

If you paid for your energy in arrears (On Demand) then you can keep paying by bank transfer, cheque, or by topping up your balance in your online account. Take a look at this handy guide for information about how to pay your bill.

You can activate your online account by entering your email address here. If you hadn’t registered an email address with SSE, we’ll ask you to confirm a few more details before you set your password.

Here you'll be able to manage your Direct Debit, or pay your bill and set up a Direct Debit if you paid On Demand with SSE.

If your account is in credit, the money will be transferred to your new OVO Energy account. And if you have a balance to pay, this will also be transferred.

Meters and Meter Readings

The great thing about this move is that there’s nothing you need to do. We’ll be moving your meter information over from your SSE account. So you won't need to give us an opening reading.

Once you’re settled in with OVO, you can help keep your account in good shape by adding readings to your online account. The more readings we have, the more accurate your bills are. Or just get a smart meter to send your meter readings for you.

Haven't activated your online account? Just enter your email address here to get started.

We’ve made it easy for you to send us your meter readings through your online account, or over the phone. Once you’ve set up your account, either online or through our app, you can submit your readings yourself.

Here’s a step-by-step guide to doing it through your online account:

  1. Log in to your online account
  2. Click on ‘Meter Readings’
  3. Enter your five-digit reading (for electricity), and/or four or five-digit reading (for gas), into the boxes, excluding numbers after decimal point
  4. Press ‘Submit’

We've made this handy video to show you exactly how to submit a reading.

If you’ve got our app, just:

  1. Head to the meter reading page
  2. Scan the reading on your digital meter with your smartphone camera
  3. Press ‘Submit’

You can also see a record of all the readings you’ve given in the past two years in your meter read history.

If you haven't logged into your OVO online account before, just enter your email address here to activate yours today.

Not at all. Your energy meter(s) won’t need to change. But if you would like a smart meter, we’d be happy to install one for you. You can book an appointment through our online booking system, either through your online account, or through the app.

We will indeed. In time, all Economy 7/10 customers at SSE will be moved to OVO. And we’ll let you know in writing a couple of weeks before this happens.

Pricing

Your move to OVO won't affect the prices you currently pay. If you’re on a fixed tariff they’ll stay the same for the rest of your contract. If you’re on a variable tariff, your prices may go up or down in line with the Ofgem Price Cap changes which happen twice a year (April and October). We’ll always let you know in advance if your prices need to change.

If you were on a fixed tariff with SSE your tariff (we call this an energy "plan") name will stay the same - 1 Year Fix V2, 2 Year Fix V2 or Online Smart Saver. If you're on a variable contract, your plan name will be "Simpler Energy" when you move to OVO.

Energy Plans Explained

If you’re on one of SSE's fixed term plans, it will be carried over to OVO. You can find the terms and conditions for your plan here.

We’ll write to you six weeks before your contract is due to end. We’ll show you our current plans, and give details on how you can fix your prices with us again. Our fixed plans are easy to sign up to from your online account.

Haven't logged into your online account? Activate yours today in just a few clicks.

Yes, the Ofgem Energy Price Cap applies to all energy suppliers, including SSE and OVO. This helps make things fair for everyone, by setting an upper limit on prices for variable plans (where your prices may go up or down). Ofgem reviews the Energy Price Cap every six months, checking for changes in the cost of generating and distributing energy. They raise or lower the Energy Price Cap in October and April to make sure any changes to these wholesale energy costs are passed on to energy users in a fair way.

Whether you’re with SSE or OVO you’ll have the same protection from the Energy Price Cap.

There are lots of ways we can support you if you're struggling to pay for your energy. Visit our online Help Centre or get in touch with us – and together we’ll find the right solution for you:

  • Call us on 0800 0699 831 (8am-6pm Mon-Fri)
  • Message us on Twitter

If you’d like extra advice or free, independent support, these organisations can help too:

  • Citizens Advice – for advice and info on debt, visit their website or call their helpline on 0808 223 1133
  • The Centre for Sustainable Energy – for advice on saving energy, call them on 0800 408 6601, or email [email protected]e.org.uk

Yes, they will. And here’s why…

In the energy industry, variable rate plans are a great way to pay for your energy without being tied into a contract. The price of the energy you pay fluctuates according to the wholesale cost of energy across the entire market. Which means the prices may go up or down.

Every six months, the energy regulator Ofgem reviews the price of energy in the market and amends their price cap accordingly to account for increases or decreases in the cost of energy. But, rest assured, we’ve got you covered. If there's ever a change in your prices, we’ll get in touch around three to four weeks in advance to let you know, and explain your options.

You can read more about our variable rate plans in our detailed guide here. Any price changes in the future will not be related to your move from SSE to OVO Energy.

If you have questions about a price change, we're here to support you. Head over to our website to find out how we can help.

Absolutely! There's no need to worry. If you've already applied for the Warm Home Discount, your application will carry on as normal.

If you’re on a fixed SSE plan, you’ll stay on this plan, with the same terms and conditions, until this contract ends.

If you’re on a variable plan, you’ll have new terms and conditions, (even though your prices won't be affected). We’ll send these before you move to OVO. They’ll include all the information you need about your plan and contract.

If you’re on a fixed SSE plan, this will move over with you to your new OVO account. It will keep going until your expected plan end date. But at OVO we also offer a selection of fixed contract and variable plans to suit your needs.

  • Our 1 and 2-Year Fixed Plans protect you against price hikes.

  • Our Better Smart plan brings you all the goodness of a smart meter, like more accurate bills, along with the security of a fixed price for the year.

  • And, with our more flexible plan, Simpler Energy, you won’t be tied into a contract.

Smart Technology

Yes! If you have a SMETS1 enrolled, or a SMETS2 meter installed by SSE, it will keep working and sending readings when you move to OVO.

We love smart meters here at OVO. And our engineers would be delighted to install them for you.

To book your appointment, just login to your online account, and choose a date and time that suits you. If it's your first time logging in, just click here and follow the few simple steps to activate your account.

We’ll also contact you about getting a smart meter once you’re with us. You can read more about the benefits of smart meters. Or find out more about the installation process.

Booking a smart meter appointment is quick and easy, and we'd be happy to install one for you. Just head to your online account, or click here. Then pick a date and time for your appointment within the next eight weeks that suits you.

If you haven’t activated your online account yet, just enter your email address here and follow the few simple steps.

Online Account

Quick and easy to set up, an online account makes managing and paying for energy simple. Once the move to OVO is complete, we’ll get in touch to let customers know they can set up their online account. You can activate your account by entering your email address here.

If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password.

If it’s your first time logging into your OVO online account, getting set up is a doddle. Just enter your email address here and then click Submit.

It's time to check your email. We’ll send you a link to set up your password. Make sure you do it within 6 hours. And remember - our email might be hiding in your spam!

If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password.

That’s it. You’ve got access to your online account. It’s easy to use wherever you are, on your computer, laptop, tablet or smartphone.

If it’s your first time logging into your OVO online account, getting set up is a doddle. Just enter your email address here and then click Submit.

It's time to check your email. We’ll send you a link to set up your password. Make sure you do it within 6 hours. If you don’t see the email straight away, check all your folders and your “spam”.

If you haven’t registered an email address on your energy account before, we’ll ask you to confirm a few more details before you set your password.

That’s it! You’ve got access to your online account. It’s easy to use wherever you are, on your computer, laptop, tablet or smartphone.

Yes we do! Our app is available for Android and IOS devices. It’s rated 4.7* on the Apple Store and 4.4* on the Google Play Store.

You can download it from the Apple Store here, or Google Play here.

The OVO app is the easiest way to manage your energy on the go. You can use it for things like:

  • Checking your balance
  • Changing your Direct Debit
  • Paying your bill
  • Making top-up payments
  • Sending meter readings
  • And so much more.

You can download it from the Apple Store here, or Google Play here.

OVO Greenlight is our clever online tool and monthly newsletter. It shows you where you use the most electricity or gas, and how to be more energy-efficient. Our simple breakdown and tailored tips will help you keep your spending and carbon emissions down¹.

To activate your online account - just enter your email address here to get started.

Support

If you’ve got any questions about your move to OVO Energy we’ve got you covered. You can:

  • Have a look at our Help Section either on the website or in your online account
  • Dive into over a thousand topics and join the conversation on the community-powered OVO Forum
  • Talk to us on our online chat here
  • Email us at [email protected]
  • Give us a call and speak to one of our friendly team on 0345 0260 712.

We're here to help. If you're struggling to pay your bill or keep up with your monthly payments, give our friendly team a call on 0800 069 9831.

If you have an emergency with your gas, please call the 24-hour National Gas Emergency hotline on 0800 111 999. Remember to check your gas appliances are switched off, and to open your doors and windows to let the gas escape. For more information, have a look at our full guide to emergencies here.

If you’ve got a complaint about your move to OVO, we’re very sorry. And we’d like to hear about it. Take a look at our feedback page, and get in touch with us by email, post or over the phone. We’re happy to help. And improve.

Moving home is exciting! But it can also be stressful. So we've made it as simple as possible for you to let us know when you’re moving. If you’ve got an online account with us, just head there, click on the ‘Moving Home’ tab, and let us know the details of your new home. We’ll take it from there.

If you haven’t got an online account, set one up today, or give us a ring on 0345 0260 712 and let us know about your move.

It will indeed. At OVO, we support the communication needs you had at SSE. This includes printing our letters in large print, black and white, braille, and sending as audio.

If you feel you need extra support from us, have a look at our PSR (Priority Services Register) here, sign up to it here, or give us a call on 0345 0260 712 and speak to one our friendly team.

About OVO

We’ve got a great range of products for your home and energy, including…

  • 100% carbon-neutral energy, and tree-planting power with OVO Beyond². Just £6 a month. First three months free
  • Boiler and home emergency cover with OVO HomePlan. It’ll cover you for boiler breakdowns, and give you an annual home boiler service, access to a nationwide network of Gas Safe engineers and a 24/7 emergency helpline
  • Control your heating and hot water wirelessly with a tado smart thermostat for just £10 a month for 12 months (£120 upfront cost)
  • Got an EV? We've got you covered! Our smart chargers are some of the smartest around. And our electrical vehicle plan gives you access to two years of fixed energy prices and low-cost overnight charging with Economy 7
  • OVO Greenlight, our handy online tool, offering tips and insights on how to use your energy more efficiently¹

And don't forget, as standard we plant one tree for all of our members each year in your name. See how you can benefit from our range of great products here.

Every year, OVO plants one tree for every member, in partnership with the Woodland Trust. Trees absorb carbon dioxide from the atmosphere. So, by planting trees, we’re doing our bit to slow down climate change³.

We realise there’s a lot in the news about the energy industry. We’ve taken lots of steps to make sure your winter supply will be uninterrupted, and OVO Energy's in a stable position. Your energy supply is safe and secure and you don’t need to do a thing.

Click here to read our FAQs. We’re here to reassure you.

Being an OVO member is like being a part of a team.

We launched in 2009 to make energy cheaper, greener and simpler. Since then we’ve welcomed over a million members, planted over a million trees and set our sights on helping save the planet.

When you join OVO, you become a member of a community making small changes to our energy use to help build a sustainable energy system.

That’s why all OVO members get:

A tree planted for them every year.

We plant one 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 change³.

Access to OVO Greenlight.

It’s our free online tool that gives tips and insights on using energy more efficiently. It helps our members save money and reduce their carbon footprint¹.

Pay As You Go

We aren’t currently moving Pay As You Go customers to OVO Energy.

Switching

Before your move to OVO, you'll still be able to move to another supplier. And, if you do, you’ll stay with SSE until the move takes place.

Once you’ve joined OVO, you can still switch suppliers too. You’re protected under the Energy Switch Guarantee, which is monitored by Ofgem. Take a look at our step-by-step guide on how to make sure you're getting the best deal when you switch suppliers.

If you try to switch whilst you’re moving from SSE to OVO there could be complications. The other energy supplier might not be able to go ahead as planned, and they may take longer to switch you.

If you’ve already told SSE that you’re moving to another supplier, you won’t be moved to OVO.

Data & Privacy

Rest assured your data is completely safe and will be protected before, during and after your move. You can read about our data and privacy policy here.

When you move to OVO you’ll keep the same marketing preferences. If you were happy hearing about SSE’s offers, we’ll let you know in the same way about our green energy products and services that we think you’d like.

¹OVO's 2019 analysis of academic research into the effectiveness of feedback on energy consumption behaviours indicates that being able to monitor your energy usage by installing a smart meter and having access to energy insights information can lead to a reduction in energy use. The reduction in energy use results from the customer making changes to their habits by curtailing home energy use through actions such as optimising heating settings or switching lights off. The actual savings achieved will vary depending on individual energy use and the nature of changes made to a customer's energy habits.

²By providing 100% carbon-neutral gas (15% green gas and 85% offset) and offsetting all associated lifecycle carbon emissions involved in the production and consumption of your electricity & gas, OVO Beyond reduces your yearly carbon emissions from the energy used in your home that's supplied by OVO to net zero. 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. The green gas we sell is backed via renewable certificates (Renewable Gas Guarantees of Origin (RGGOs)). See here for details on Renewable Gas Guarantees of Origin and how these work. We offset the remaining emissions by supporting UN REDD+ carbon reduction projects that are certified to the Verified Carbon Standard or the Gold Standard. Each year, OVO plants 1 tree for every member. 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.

³Each 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.