Forum Topic

Energy Company Celebrates 1,000,000 “Customer’s”

In the news today, OVO Energy staff celebrate that they have passed the landmark number of one million customers. Sarah Ball, who describes herself as “Head of Care at OVO” says: ”Outside looking in, I’m sure folk would think we were crazy running a 70+ strong PI planning with 13 brand new scrum teams and all led by brand new POs and scrum masters that didn’t even know what the roles were until last week” What utter management speak garbage, imo! Along with the celebratory drinks, there was a cake that said: “1,000,000 Customer’s” Meanwhile, in the real world, the poorest worry about how to heat their homes this winter.

Martine Guy ● 1262d25 Comments

Martine. Good luck with your battle. It sounds like OVO might have lost control of their meter reading and billing system. I must admit I like the Ecotricity system where they won't force me to have a smart meter and are comfortable with my readings. They did put up their DD to what seemed to be a higher than necessary amount - although it's been reduced this month after a threat of sanctions from Ofgem - and I know the credit balance will decline rapidly once winter starts. My only concern is that I believe customer money is not held in a nominee account by energy companies and is effectively treated as part of their current assets so, in theory, is at risk in the event of insolvency (although compensation appears to have been guaranteed in previous cases and underwritten by taxpayers).

Michael Ixer ● 1258d

Ed. Yes, I've been wondering if some of these energy companies have been breaching the Direct Debit Guarantee but I can't see anyone taking them on, it's unlikely to be in the banks' interest and any individual trying it is likely to end up on a more expensive pre-payment rate? Agreed, Ofgem seems to have failed as a market regulator, and neither of the Conservation leadership contenders seems to have proposed a radical enough solution?

Michael Ixer ● 1258d

I agree, Ed. Here’s another OVO Trustpilot review, which I am giving a rough gist of, as it’s quite long: Old age pensioners, husband has mental illness, they live in a 2 bed terrace. Before the takeover of SSE, they were £230 in credit, when OVO took over they were £2,200 in debt.  Told by OVO the reading was taken from a smart meter they don’t have.  They sent a photo of their meter reading and became £3,000 in debt.  They don’t know which way to turn. What a disgrace!

Martine Guy ● 1259d

Martine,If energy companies charged which ever is lowest: the rate when the credit was taken or the current rate, I may give them the benefit of doubt.But effectively they are taking cash in advance in many cases and giving a lower rate of return months later.Does this go against the direct debit guarantee? Such a practice sounds more financial than you expect from an utility - if so perhaps Ofgem is the wrong regulator?Had a chap come around to visually read the smart meter the other day. 45 years after privatisation and I'm just grateful that he didn't pour raw sewage through the letter box!

Ed Robinson ● 1259d

Michael, I don’t agree with the letter I received from “The OVO Team” today and will write to Sarah Ball, Head of Care, at OVO. 
re: smart meters and direct debits, here is one of the new reviews on Trustpilot where OVO receive a 91% Bad rating: ”The company keep putting up the direct debit amount but don’t keep records up to date to show electricity usage even though we recently had a new smart meter installed by them and we submit regular meter readings on their portal which has shown no electricity usage for the last 2 months.  We will be taking it further”

Martine Guy ● 1259d

Regressive not aggressive although regressive taxes can be aggressive too!

Ed Robinson ● 1259d

It is difficult to convert people to monthly direct debit when there is such negative coverage.Ideally we should all be on smart meters and be charged by time of day not just amount used, but there is so little trust in the system.We need to get to progressive energy taxes which take this into account - sadly we will continue along the lines of an aggressive tax energy policy flavoured by both main parties.Five British energy suppliers threatened with fines over direct debit rises https://www.ft.com/content/c4ed6c05-aa81-4450-8c7e-cb242248f5b7

Ed Robinson ● 1259d

Good to get replies, Martine. Interesting that late charges are made before 30 days. What do their bills an T&Cs say about payment terms? 

Michael Ixer ● 1259d

Michael, I received quick responses from both Ofgem and OVO.  
Ofgem cannot reply to specific complaints but they use these complaints as part of their monitoring. OVO replied today to my complaint about the late payment charge.  It refers evidently to a late payment for May/June.  The bill was dated 11 July and I paid it on 20 July.  I will be writing another letter of complaint.  Their bills are complicated and difficult to understand. OVO want me to set up Direct Debit payments, which I will not do.  If you look at Trustpilot, this is causing many customers problems.  Nor will we be having a Smart Meter from them. I want to change energy supplier, but I think we may have left it too late to do so.

Martine Guy ● 1259d

Tory Britain:  Very rich people telling very poor people how to live.

Philippa Bond ● 1261d

Much though I dislike quoting from the Daily Mail, it had an interesting story about OVO Energy earlier this year:"Millionaire boss of energy firm that urged its cash-strapped customers to 'cuddle your cat and do star jumps if you can't afford to heat your house' has a £3.2m sprawling Cotswolds mansion that 'costs £850-a-MONTH to power'."(Stephen Fitzpatrick, 44, the founder and CEO of Ovo Energy,is worth an estimated £675million). https://www.dailymail.co.uk/news/article-10390457/Millionaire-boss-controversial-energy-firm-lives-3-5m-home-costs-500-MONTH-power.html

Richard Carter ● 1261d

So I expect this 1,000,000 includes the two of us who have each received a bill for the same amount - luckily a credit one.  Something else to chase up.  No wonder productivity in this country is poor - it seems that just about everything needs questioning, following, checking and chasing up.

Philippa Bond ● 1261d

Might need this link to see it properly ...https://drive.google.com/file/d/1Xi_HwsIb1keeHQrDQi_2GhjUohuO2UvS/view?usp=drivesdk

Michael Ixer ● 1262d

This has been doing the rounds of LinkedIn the past couple of days.  Nothing like ignoring warnings.(I haven't checked its veracity but it doesn't seem to have been challenged and was at one point forwarded by Richard Branson,  well, probably his PR team, so I guess they might have checked it. )

Michael Ixer ● 1262d

Totally different thing Andy.As you well know those are globally traded products at a global price.And anyway, why use them? They are far more expensive than an wind/solar solution. If you want cheap energy these days the only option is renewable.

Matt Palmer ● 1262d

But Matt you are right. Why blame the energy companies when  we have gas,oil and coal reserves that the anti oil anti coal anti gas groups would have us leave to waste ( oh sorry thats your extinction anything group ) ah i'll just wait for a 3 am winstanley rant then .

Andy Pike ● 1262d

Interesting article below by CNN about the UK increase.https://edition.cnn.com/2022/08/19/energy/energy-prices-uk-europe-explainer/index.html

Ed Robinson ● 1262d

On MailOnline somebody commented that on the celebration cake, they seem to have omitted the word “shafted”.  It should have read:  1,000,000 Customer’s Shafted

Martine Guy ● 1262d

It will be interesting to see what responses you receive from OVO and Ofgem, and how long it takes - assuming they respond.

Michael Ixer ● 1262d

Thanks Matt, it was kind of you to say this.  On Trustpilot, OVO has a 91% Bad Rating.  

Martine Guy ● 1262d

Apologies Martine, I thought you were just complaining in general about a utility company boasting about how many clients they had, didnt realise you (and by the sounds of it everyone else) was having such a bad experience with them.

Matt Palmer ● 1262d

Now that I have read the really negative comments about OVO online, I know that I’m not the only one who thinks they are truly awful.  I check my energy bills from them carefully now and in the last one I found a £10 charge for late payment.  I have written to them to find out what it is for?  
I think it is because when their first bill came through, which was several pages long and difficult to understand, I couldn’t understand the amount they wanted me to pay.  I phoned them and after working out the figure on a calculator, their advisor gave me the wrong amount.  I paid the bill using his figure, then had a demand letter come through for the outstanding small amount. This sneaky late payment penalty is down to OVO Energy’s mistake.  If I hadn’t checked my bill, I wouldn’t have noticed it. Anyway, if I don’t get an explanation and a refund, I am writing to Sarah Bell, as one of the 1,000,000 customer’s, she cares for.  I will copy Ofgem into my letter.

Martine Guy ● 1262d

Matt. Some valid points as increases are primarily caused by several world events but looking at Martine's post surely her point is that having a celebration for reaching a million customers, probably because many have been forced into OVO contracts because companies they had cheaper rates with have failed, doesn't seem very caring of the Head of Customer Care? An insensitive bit of PR?

Michael Ixer ● 1262d

I tried to post my comment on the OVO Energy thread that I started, but it wouldn’t work. They are without a doubt the worst large company that I have ever had to deal with.  I was moved to them because SSE were taken over OVO.  I never had any problems with SSE. I have written to OVO and Ofgem.  Ofgem replied, my comments have been noted, but they don’t look into individual complaints.  In future, I will address my letters to Sarah Ball, Head of Care at OVO, now that she has shared the photo of the celebration.  Her management speak drivel made me sick. Matt, if you had had to deal with OVO, you would understand why their customers are so angry. 

Martine Guy ● 1262d

Much as it's not in my nature to defend anyone in this business, isn't this everyso slightly unfair?Home energy prices have risen because the price of oil and gas have increased and the generators are being allowed (bar the 'cap') to pass that price onto us.It's neither the energy companies fault that oil and gas have risen (blame Russia and the UK gov for failing to invest in renewables) and if you don't agree with the cap raising prices ever higher blame ofgem/the government?Or am I wrong?

Matt Palmer ● 1262d