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What should I do if an OVO customer has died?

If you’re making arrangements after the death of a friend or relation who was an OVO customer, please let us know as soon as possible so we can help.

Of course the loss of a dear friend or relative is very hard to bear. We understand what a difficult time it can be, and that you may have many things to arrange and deal with.

However, the sooner somebody can let us know about the death the better, as we can then make sure we don’t send out bills and emails addressed to the person who’s passed on, which we know can be very distressing.

If you’ve put matters in the hands of a lawyer or professional executor, they should already have informed us about the death. But if you’re dealing with everything yourself, or you’re anxious in case we haven’t been told, just give us a call on 0800 5999 440 or 01179 303 100, any time from 8am to 8pm Monday - Thursday, 8pm - 5pm on Fridays and 9am - 5pm on Saturdays. 

Our helpful Bristol-based team will ask you for details of:

  • The name of the person who’s passed away.
  • The date when they died.
  • Their OVO account number.
  • Their address.
  • The name and contact details of the person to whom we should now send any correspondence – for example, one of the executors or solicitors handling the estate.

We’ll also ask you to provide a copy of the death certificate. You can either scan it in and email it to us at probate@ovoenergy.com, or post a copy to us at:

1 Rivergate
Temple Quay
Bristol
BS1 6ED

Please don’t send the original certificate.

Once we’ve received the copy certificate, we’ll email or write to you, or the person whose contact details you’ve given us. At that stage we may ask for a few more details, such as whether the bank account is still open, or whether the house is now empty.

If you’re the wife, husband or civil partner of the person who’s died

Once we have the copy of the certificate, we can transfer the account into your name straight away and carry on providing your energy as usual. We’ll send the bills and statements to you from then on.

If someone else is still living in the house or flat

If any other residents (such as housemates, children or other dependants) are staying on, we’ll need to close the account on the date shown on the death certificate, and open a new account in their name/s.

If the house or flat is empty

We’ll transfer the account to the executors, and monitor any gas or electricity that’s used until probate is granted and the property is sold to a new owner.

We’ll then close the account and refund any credit to the executors, or clear the debit balance from the estate. If there isn’t enough money in the estate to pay the balance we’ll follow a ‘write-off’ procedure.
 

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