Direct Debit Details
What is the difference between a Direct Debit Agreement and an Arrangement?
: An Agreement holds bank details (OVO and bank), while an Arrangement is the agreed amount and date (OVO and customer)
Can a Move-In be processed for a date in the future?
No, Move-Ins must be either today’s date or backdated
What is an "Unknown Occupier" account?
An account Salesforce generates automatically when a property is vacant to bill interim consumption
How does "Live Billing" benefit a customer?
It allows them to see their balance update daily, helping them react quickly if they fall into debt
Why are smart meters technically essential for environmental goals like decarbonizing the energy grid?
They allow the grid to manage energy demand more efficiently and better integrate renewable sources into the fuel mix
How many total attempts does OVO make to take a failed payment before the system cancels the DD?
10 failed attempts in total across multiple months
How far in advance can a Move-Out be processed?
Up to 28 days in advance
Who is responsible for energy charges during the gap between two tenancies?
The landlord or property owner is liable for the interim period
What part of the balance updates daily for a customer with a traditional (non-smart) meter?
Only the Daily Standing Charge updates automatically
How do smart meters prevent billing issues?
They provide accurate bills, meaning customers are not "stung" by catch-up bills based on estimates. They also allow for accurate forecasts, which helps OVO set more stable Direct Debit amounts
What is the target credit balance for a customer at the end of the March "truing up" period?
One month’s worth of energy credit
When must an agent request a Tenancy Agreement (TA) during a Move-In?
When the previous account at the property has over £500 in debt
How does OVO identify residents who haven't registered an account through "Trace and Search"?
By using credit agencies like Experian or the Land Registry to find the liable party
Where can a customer find their MPAN on their Monthly Summary?
It is located in the top right-hand corner of Page 2
What is an In-Home Display (IHD)?
An IHD is a free handheld gadget that helps customers visualize their energy usage in real-time. OVO also offers an adaptable IHD for customers with visual impairments.
What are the three parts of the "Direct Debit Mantra"?
Keep an eye on your account, provide regular readings, and be aware of future reviews
Are exit fees charged when a customer moves home while on a fixed contract?
No, OVO does not charge exit fees for home moves
How long does it typically take for a final statement to be produced after a Move-Out?
Between 4 to 6 weeks
Name any common reasons a customer might request an "Interim Bill"?
To settle a house-share, provide ID, or cover an insurance claim, or to know how much they owe to date
What specific "Smart Tech" requires a smart meter?
Smart meters are integral to using V2G (Vehicle-to-Grid) chargers, Smart Chargers, home energy storage (batteries), and SEG tariffs
How many days before a payment date is the "Amendment Deadline"?
Changes must be made at least 7 days before the payment date
What does the acronym TUWY stand for?
Taking Us With You—proactively offering to supply the customer's new home
Once a final bill is issued with a credit balance, how long does the refund take?
It is refunded within 10 working days of the statement
What is the difference between a "Credit" and a "Debit" on an account?
A Credit adds money to the account balance; a Debit reduces
What is "Charge Anytime"?
It is a feature for Electric Vehicle (EV) owners that allows them to charge their car for 7p per kWh, provided they have a smart meter set to half-hourly (HH) readings