OVO Energy Experts Terms and Conditions

These terms and conditions (Terms) apply to our OVO Energy Experts trial (the Trial). Please read these Terms carefully. 

This Trial is being run by OVO Energy Limited (“we”, “us”, “OVO”).

In these Terms “you” is the person who has signed up to take part in the Trial.

1. What is “OVO Energy Experts”?

1.1 OVO’s Energy Experts is a trial we are running to provide people with personalised advice on how they can make their homes more energy efficient.

1.2 As part of the Trial you will get:

  • A home visit from one of our fully trained OVO Energy Experts who will carry out a survey of your property to see where you are using most energy
  • An energy performance certificate (EPC) (which gives your property a rating depending on how energy efficient it is)
  • A follow up Home Health report with energy efficiency and home upgrade recommendations and information on any available sources of funding.

     This is provided free of charge as part of the Trial.

2. How do I join?

2.1   At the moment the Trial is invitation only. Although we are hoping to extend the Trial in the future if there is enough interest. We’ll contact customers who are eligible and who might benefit from this Trial. 

2.2  In order to join the Trial customers must meet the Eligibility Criteria (see section 3 below). Entry is our discretion and we may not be able to admit you to the Trial even if you meet our Eligibility Criteria. There are currently a maximum of 20 places on the Trial.

2.3  The Trial will run from 1 December until 31st December 2022. Although we may extend the Trial at our discretion. 

3. Eligibility Criteria

In order to take part in the Trial you must:

  • live in one of the following Truro postcode areas TR1, TR2, TR3, TR4, TR7, TR8, TR10, TR11, TR12, TR13, TR14, TR15, TR16, TR17, TR18, TR20, TR26 and TR27
  • be an OVO Energy customer
  • live in a house rather than a flat
  • be the homeowner
  • be the home occupier

Your property should also have an energy performance certificate rating (EPC) of D or below

4. Your Appointment

4.1 All appointments will need to be booked by 31 December 2022.

4.2 On the day of your appointment you will need to ensure that there is someone over the age of 18 in the house at all times. All our energy experts will carry ID. 

4.3  Your appointment will take approximately 2 to 3 hours. Please note that our energy experts will need full access to the property including the loft, garden, all rooms, garages and conservatories and your heating and metering cupboards. Please ensure that our energy experts have clear access and any obstructions are removed.

4.4 Please let us know if you need to cancel your appointment by contacting +44 117 471 9232.  Please note that if you cancel your appointment and do not rebook it by 31st December 2022 or if you cancel multiple times, we reserve the right to remove you from the Trial and offer your place to someone else.

4.5 We reserve the right to amend or cancel your appointment. If we do this, we will always do our best to let you know and rearrange your appointment for another time. If we do have to reschedule or cancel your appointment we won’t be liable to compensate you for any loss or inconvenience caused to you.

5. The Report

5.1 Following your appointment you will receive a Home Health report produced in partnership with the Energy Saving Trust containing:

  •  ways you can save energy in your home
  • information on your property’s energy use and bespoke advice to your property 
  • extra information on funding and routes to installation support. Please note that any funding will be subject to availability and eligibility so there is no guarantee that you will be successful should you apply.

You will also receive an EPC report for your property with recommendations on how to reduce energy usage and increase efficiency through home upgrades.

5.2 Please note that the information in the Home Health report is intended for guidance purposes only. You should always seek professional advice and undertake full surveys before agreeing to undertake any energy efficiency or other works to your property. 

5.3 In some instances following our assessment your EPC rating may be lower than a previous rating that you may have been given.

There's a few reasons why this might have happened:

  • Your home's energy efficiency might have reduced over time.

  • We might not have been able to verify certain energy efficiency measures during the visit, for example if certain paper paperwork wasn't available.

  • Or we would have to undertake intrusive work on your property (for example drilling holes in walls) to check that specific energy efficiency measures have been put in place.

  • If this is the case we'll give you the option of keeping your old EPC rating and we'll instead provide you with an Energy Performance Report (EPR). An EPR is just like an EPC but it's not officially lodged with the Government. It contains the same information but it just won't supersede your current EPC rating.

6. Changes to the Trial or these Terms

We can make changes to these Terms and the Trial at any time. These changes may include, but are not limited to withdrawing the Trial or reducing the time the Trial is available for. Where we make any changes which are to your detriment we will give you reasonable notice.

7. Contact Us

If you have any questions about the Trial please contact +44 117 471 9232. 

8. General

8.1 We will not be liable for any loss or damage you may suffer as a result of your participation in this Trial save where such loss or damage cannot be excluded by law. By taking part in the Trial you acknowledge that as it is a trial things may not always work perfectly but we will do our best to promptly resolve any issues.

8.2 These terms are governed by English Law and any dispute arising in relation to these Terms shall be subject to the exclusive jurisdiction of the English Courts.

Last updated: 7 December 2022