OVO Energy to pay £58,000 for missing customer appointments

OVO Energy has agreed to pay £58,000 after its agents missed appointments with customers or turned up late. Around £54,000 will be paid in redress as it failed to compensate […]

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By Priyanka Shrestha

OVO Energy has agreed to pay £58,000 after its agents missed appointments with customers or turned up late.

Around £54,000 will be paid in redress as it failed to compensate customers when the incidents occurred in 2014.

The rest of the money will be given to charity Step Change to help energy customers in debt.

Under Ofgem’s Guaranteed Standards, suppliers are required to meet minimum standards of service, including when they visit customers’ properties.

Ofgem said OVO Energy has been working with the regulator to make improvements and has taken action to change its customer service processes so when things go wrong, customers receive the compensation they are entitled to.

Therefore, the regulator has agreed to the redress package rather than take formal enforcement action.

OVO Energy told ELN it will not be commenting on the matter.

Earlier this week, British Gas Business agreed to pay £4.5 million for failing to provide some of its larger customers with advanced meters.

Ofgem has launched a new service to support businesses that offer innovative products and services to the energy industry.