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Payments and Statements

Understanding payments and statements is really important if you want to keep on top of what you’re using and shrink those energy bills! Here you’ll find answers to all your statement and payment questions, including how to understand your bill, info about what you're being charged and why, plus lots of details about the choices you can make to manage your payments. 

Statement or energy bill? 

Here at OVO, we call energy bills ’statements’. This is because lots of our customers pay for their power in advance by monthly Direct Debit. 

Understanding statements

Energy bills can seem complicated, so we’ve worked hard to make ours a bit more people-friendly – you’ll find a guide to reading your energy bill in our guides section. There are also answers to explain energy industry jargon we’re legally required to use. That’s things like the Tariff Information Label, Tariff Comparison Rate and Personal Projection.

Making payments

There’s a payment method to suit every customer – Direct Debit,  in arrears, and Pay As You Go. In this section we focus mostly on customers who pay by Direct Debit – there’s info on changing the way you can pay, how to manage your payments, and how Direct Debit amounts are worked out. 

Payment problems

Life isn’t always predictable, and we understand that people sometimes have problems paying bills – find advice on what to do if you can’t pay your energy bill here. There’s also some handy info about what to do if you think your energy bill is incorrect.  

Energy bills in the winter

We tend to use more energy in the wintertime, when it’s colder and the nights draw in. There’s info here about how we structure your payments so you don’t end up in energy debt when it gets chilly and answers about the Government’s Warm Home Discount.  If you’re after energy efficiency tips, you might be better off in the How to save money section.

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Why has my Direct Debit amount changed?
We change your Direct Debit if you’re not paying enough cover the energy you’re using – or if you’re using less than we thought you might.
Why is my Direct Debit more in the winter?
People tend to use more energy in the colder months, so we suggest raising your Direct Debit by 10% to cover the cost of this ‘seasonal uplift’.
Why do most of your customers pay in advance by Direct Debit?
At OVO, we ask that you pay one month in advance so we can buy energy in advance.
I'm having trouble understanding my payments - how can OVO help me?
We want to help you keep your account healthy. If you’re finding it hard to pay your energy bills, give us a call straight away and we’ll do our best to help you.
Am I eligible for the Warm Home Discount?
Am I eligible for the Warm Home Discount?
The Warm Home Discount is closed for applications.
How do I get the Warm Home Discount?
How do I get the Warm Home Discount?
The Warm Home Discount is closed for applications.
What is the Warm Home Discount?
What is the Warm Home Discount?
The Warm Home Discount is a one-off payment of £140 (including VAT) off electricity bills to help customers who are struggling to pay.
How do I set up a Direct Debit?
Usually when you join OVO as a ‘pay monthly’ customer, you’ll set up a Direct Debit as part of the switching process.
How do I change Direct Debit details?
If you’re wondering how to change your Direct Debit details, this page explains the steps to take.
What is the OVO Energy Fund?
The OVO Energy Fund is a fund to help people who’ve fallen behind with their energy payments to OVO, fallen into debt and who want to become more financially stable in future.

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