Ovo Energy to pay more than £10m over prepayment meter monitoring failings
Summary
Ovo Energy will pay over £10 million after the energy regulator Ofgem found it did not properly monitor vulnerable customers using prepayment meters. Ovo agreed to pay £7 million to a redress fund and provide £3.4 million in credit and debt relief to some customers.Key Facts
- Ofgem found Ovo failed to properly support vulnerable customers with prepayment meters.
- Ovo breached rules meant to protect customers in vulnerable situations.
- Ovo will pay £7 million to Ofgem’s voluntary redress fund.
- An additional £3.4 million will go toward credit and debt relief for some vulnerable customers.
- Ovo is paying £1.1 million to rural customers in the Scottish Highlands and islands due to poor access to engineer support.
- The investigation covered how Ovo treated customers with prepayment meters from 2018 to 2024.
- Ovo has made changes since 2024, including better policies and training for supporting vulnerable customers.
- Ovo was fined £2.7 million earlier for not passing government energy support to vulnerable customers.
- German company E.ON plans to buy Ovo, creating Britain’s largest gas and electricity supplier by customer numbers.
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