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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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Which payment methods do you accept?
Standard Direct Debit, pay by cash, cheque in arrears and Pay As You Go.
What happens if I cancel the Direct Debit at my bank?
If you cancel your Direct Debit, we’ll ask you to find another way to pay for the energy you use.
What happens if I use less energy than the Direct Debit amount I’ve chosen?
If you use less energy than your monthly payment amount, you’ll build up credit on your account.
What’s a Feed-in Tariff (FiT) and how do I apply?
A Feed-in Tariff (FiT) is a government initiative that pays you for the electricity you generate.
Why did I have to make my first payment on the day you took over my supply?
At OVO, we ask that you pay one month in advance so we can buy energy in advance.
Why do you review my Direct Debit?
We review your Direct Debit to make sure you are not paying too much or too little for the energy you’re using.
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 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 a one-off payment of £140 to help customers who are struggling to pay their energy bills.
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