What happens if I have a prepayment meter and I move home?

On the move? Here’s how to achieve a smooth handover when you move home – and how to help the new tenants or owners understand how to use the prepayment meter.

If you’re leaving your current home, please call us on the day you move out.

Please get in touch with us to let us know: 

  • That you’re moving out.
  • Your new address – we’ll send you a final bill and there could be a refund if there’s credit left in your meter.
  • A phone number and email address so that we can contact you.

Just call us on 0800 358 3523 or 0117 370 1041. We’re around Monday to Friday 8am – 8pm, and Saturday 9am – 5pm.

It would also help us if you can the name of the new owner or tenant – and their mobile number if you know it.

Sending us your final meter readings

Be sure to make a note of your meter readings on the day you move out and send them to us as usual – we’ll need them so we can create an accurate final statement for you. We can then give you a refund if you’ve overpaid while we’ve been supplying your home. We’ll send the refund by cheque to your new address – it should arrive within 2 weeks after your final statement.

What happens if I still owe OVO money when I move home?

If you have any outstanding debt on your account, you’ll need to pay it off. When you call to tell us about your move, we’ll explain your options and help you decide on the best way forward.

Do I need to leave any information or kit for the person moving in?

Please leave the payment key for your electricity meter – and the payment card for your gas meter if you have one – for the new owner or tenant.

They won’t work with any other meter, so there’s no point in taking them with you, and the person moving in will need them.

If we left you any printed guides or instructions about using your meter, please also leave them for the new owner or tenant.

You can find more information about moving home here

If there’s an OVO meter in your new home

Please get in touch with us straight away so we can sort this out for you and explain how to set up an OVO energy account in your new home. If there’s a different meter to the one you’re used to, we can tell you how to use it. We might even be able to upgrade you to a Smart PAYG+ account. If we can, you’ll be able to top up your meter remotely online or through our OVO Energy app – so no more trips to your local PayPoint!

In the meantime, ask the person moving out to leave you any payment cards, keys or instructions that may go with the meter in your new home.

If you’re not sure who’s supplying the energy in your new home, get in touch with us and we’ll find out for you. You can email us, or call us on 0800 358 3523 or 01173 701 041 – we’re around Monday to Friday 8am – 8pm, and Saturday 9am – 5pm.

If it’s not OVO, but you’d like to switch back to us, we’ll be very happy to help. You can get a brand new quote through our website or by giving us a call. 

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