Before we add any debt to your meter, we’ll discuss how much you can afford to repay, how often you can make repayments, and how long it could take you to clear your debt.
If you’re on income support or a low income, we’ll take that into account when we agree the repayment amount with you. However, if we can’t reach you to talk about it, we’ll set a rate we believe you can afford to repay, based on what you’ve told us about yourself and your home.
Once we’ve agreed a regular payment with you, we’ll simply take that amount from the credit on your meter.
So the credit on your meter will fall by:
It will rise by the amounts you top up.
Even if you’re away from home and not using any energy, you still need to make sure there’s enough credit in your meters to cover your standing charge and debt repayments. Otherwise you might come back to find you’ve run out of either gas or electricity, or even both.
If you’re on Smart PAYG Standard, just take a look at your IHD.
If you’re on Smart PAYG+, you’ll be able to find the figure on My OVO or the OVO Energy app.
If you have a traditional electricity prepayment meter, press the button and scroll through the screens until you get to screen F or 4, which shows you how much standing charge and debt your meter collects each week.
If you have a traditional gas prepayment meter, put your card into the meter and press the red A button until you get to screen 25, which shows the minimum amount we would take each week as a debt repayment. Screen 26 then shows the maximum repayment we would take, and screen 27 shows how much still needs to be paid off.
Find out more about how to use your traditional prepayment meter screen here.
If your energy went off supply because you ran out of credit, you’ll need to top up again to get it reconnected.
Keep in mind that we don’t take any standing charges or debt repayments while your energy is disconnected, or when you’re using emergency credit. So those charges will come off as a lump sum when you next top up.
If you’re on Smart PAYG+ or Smart PAYG Standard, you’ll need to be in credit for your energy to reconnect. That means your top-up must be enough to cover your standing charges, debt repayments and any emergency credit you’ve used to get back on supply. So make sure you check your balance first.
If you’re on a traditional prepayment meter, you don’t need to allow for any minimum credit amount. You just need to top up enough to cover the emergency credit you’ve used, and any standing charges and debt that weren’t paid while you were off supply.
If you ever feel uncomfortable about the repayment amount we’re taking, get in touch and we’ll do all we can to help.
Just send us an email us or call us on 0800 358 3523 or on our landline number 01173 701 041 – we’re around Monday to Friday 8am – 8pm, and Saturday 9am – 5pm.
We’ve partnered with the Centre for Sustainable Energy to give you free and impartial advice on cutting your energy costs. If you’d like to talk to an expert about ways you could reduce your energy bills, just:
You’ll need your OVO account number when you call.
We’re here to help with any questions you might have about your energy bills – but if you need independent advice or want to understand your rights, go to the Citizens Advice website at www.advice.co.uk or call them free on 03454 04 05 06. They have plenty of up-to-date information.
You can also get a copy of their guidance here.