Ovo pays £58,000 after missing appointments

13 December 2016

Energy firm Ovo is making a payment to charity after it missed appointments with customers or turned up late and failed to compensate them in accordance with the regulator’s rules.

Ovo is paying £58,000 to the charity Step Change to help indebted energy customers. This includes £54,000 worth of redress, plus a further charitable donation of £4,000.

Ofgem rules state that energy companies must meet minimum standards of customer service. This includes occasions when they need to visit customers in their homes. Should companies fail to meet the requirements they need to pay compensation.


Where an energy firm misses an appointment, suppliers currently have to pay compensation of £30 within ten working days – although this payment was lower prior to 2016. 

The failures from Ovo took place in 2014, and the supplier has since been working to ensure that when it does miss its service standards, a process is in place to ensure redress is paid to customers directly.

In a statement Ovo said: "Ovo prides itself on exceptional customer service. Unfortunately, in this instance we did not meet our high standards, which is why we have agreed with Ofgem to donate our redress to debt management charity StepChange. We have since updated our processes to avoid this happening again and ensure we continue to deliver our high quality customer experience."

Big Six energy provider E.on was fined £1.2 million by Ofgem earlier this year, for appointments it missed between 2011 and December 2015. 

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