What you can expect from us?
At OVO we pride ourselves on our customer service. W
become a Which? recommended provider1 and more than 90% of our customers would
recommend us to a friend2. However, we sometimes make mistakes and when that happens we
hold our hands up and we say sorry.
There are a number of standards, which we, and the rest of the industry are legally required to
follow. They are called guaranteed performance standards. As part of our commitment to you we
will always strive to go above and beyond these standards, but if there is an occasion where we
or your time.
Below are the commitments that we have made to you as our customer and when we would offer
you this compensation.
We turn up when we say we will
You can book an appointment in the morning, the afternoon or even a two-hour slot. If we miss
that appointment, we will pay compensation. This will be £20 for a missed visit related to your gas
meter or £22 if it is related to your electricity meter.
We will fix your prepayment (Pay As You Go) meter quickly if it is broken
If you gas prepayment meter stops working because it is broken, we will be there to fix it within four
hours of you telling us. If your electricity meter breaks and your supply stops, we will be there within
three hours on a working day and four hours on a non-working day. If we do not meet this target,
we will give you £20 for a gas prepayment meter and £22 for an electricity meter.
We will move your meter to a more convenient place if it needs to move
ll visit wit
we will give you £20 for a gas meter and £22 for an electricity meter.
When you meter is not accurately measuring gas or electricity use we will fix it
If your meter is not accurately measuring the amount of gas or electricity you use, we will come to
fix it within seven days (or write and tell you why a visit is not needed within five days). If we do not
meet this standard for a gas meter, we will give you £20. For electricity, it is £22.
compensation amount plus £20.
1
http://www.which.co.uk/energy/saving-money/reviews-ns/energy-companies-reviewed/best-and-worstenergy-companies/
2
http://www.ovoenergy.com/uswitch/