OVO Energy: prepayment meter practices

Case outcome

OVO has agreed to a settlement package which includes a payment of £7 million into Ofgem’s Voluntary Redress Fund.

It will also pay a total of £3.4 million to some of its highest risk customers and those on the Priority Services Register. It will do so by either giving credit or paying off energy debt.

OVO has already paid over £100,000 in compensation as part of the prepayment meter Market Compliance Review framework. Additionally, OVO is paying £1.1 million to customers in the Scottish Highlands and Islands who did not have appropriate access to engineer support.

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Enforcement description

Ofgem is investigating the 4 OVO licensed supply entities which sit within the parent company of OVO Energy Limited, and their compliance with Standard Licence Conditions (“SLC”) SLC 0.3(c)(d), 26.4, 26.5(d)(f), 27A and 28.1A,B of the Gas and Electricity Supply Licences.

On 16 May 2025, the Authority extended the scope of the investigation to include the following Standard Licence Conditions (SLCs): 26.1 (Priority Services Register), 28.2, 28.4 (safety and reasonable practicability of Prepayment Meters, and guidance).

These SLCs relate to obligations to customers on the Priority Services Register and ensuring customers' Prepayment Meters are safe and reasonably practicable in all circumstances.

The extension of the investigation does not imply that we have made any findings about non-compliance by the 4 OVO licensed supply entities which sit within the parent company of OVO Energy Limited.