I bought a flat at the end of 2021. On moving in I asked SSE – now Ovo – to take out the old prepayment meter, and another old off-peak meter that I wasn’t ever going to use.
It is now two years on, and I have got nowhere. I have been to the ombudsman, which has ordered the company to do it, but nothing has happened.
I have just been told by Ovo that it doesn’t have “the functionality or processes at this time” to complete complex and “Superdeal” meter changes. This is in the process of being reviewed, it says.
I find it hard to believe a company of this size doesn’t have the facilities to change a meter.
Until this is resolved I can’t even change my tariff or provider, and I am overpaying as a result.
MW, Ardrishaig
Ovo is another company that we get too many complaints about, with billing problems dominating, but we have seen a number of letters about it being unable to change meters.
It seems amazing that a company can simply refuse to do the work. If I thought it would make any difference, I’d tell you to complain to the regulator, Ofgem, but it probably won’t.
I took your letter to the company and Ovo has finally got on the case. It is now planning to install two standard meters, and has told you it will then remove the unneeded one sometime next year.
“We’re very sorry to MW for the delay in finding a solution to change his meters. We’re arranging for an engineer to visit the property and will discuss a goodwill gesture for the shortfalls in service once his case is resolved,” it says.
We welcome letters but cannot answer individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1