Ovo Energy ordered to pay £10m to customers over meter rule breaches
Ofgem boss says households ‘starting to see pressure on bills from events in Middle East’
Ovo Energy has been ordered by Ofgem to pay over £10 million for failing to adequately monitor vulnerable customers on prepayment meters, putting them at a “risk of harm”.
The settlement includes a £7 million payment to Ofgem’s voluntary redress fund and a £3.4 million package of credit and debt relief for some of its most vulnerable customers.
Ofgem’s investigation found that Ovo failed to consistently monitor and accurately record customer interactions, risking missing signs of vulnerability, and had unclear staff training materials.
Ovo will also pay an additional £1.1 million to customers in the Scottish Highlands and Islands for inadequate engineer support between January 2022 and April 2024.
This action follows a previous £2.77 million compensation order in January for delays in providing Warm Home Discount support to nearly 12,000 vulnerable customers.
