Energy provider OVO has helped over 15,000 customers with its Customer Support Package which launched last month.
Prepayment customers across the UK have received approximately £300,000 of temporary credit and thousands have received other forms of assistance such as free boiler services. More than 90 per cent of UK households think energy suppliers should be focused on supporting those in need.
Some three quarters of the public have also searched online about the support that their energy supplier is offering amid the current cost of living crisis.
Raman Bhatia, CEO of OVO, said: "We launched OVO’s Customer Support Package to focus on doing everything we can to keep the lights on and help our customers stay warm this winter. In the first month we’ve supported over 15,000 customers who need us most right now.
"By working with partners like StepChange and Trussell Trust we can continue to ensure those facing hardship from the rising cost of living are supported this winter and beyond."
If you are an OVO customer and are wondering what support may be available for you, here is everything you need to know about the energy firm's Customer Support Package.
What support is included?
OVO’s Customer Support Package includes:
- Payment holiday for debt repayment for all prepayment meter customers so that money goes directly to their immediate needs, not paying back debt this winter.
- Increase by at least £10 in emergency top-up credit for customers on prepayment meters and continued commitment to never disconnect a customer.
- Free energy saving products for customers’ homes, such as smart thermostats and electric throws – prioritised for those most in need.
- Free boiler services worth £90 and 20% discount for A rated boilers to ensure boilers are working as efficiently as possible and to help prevent energy waste in the home.
- Dedicated support for our customers in the most financial difficulty from a specialist team, including support for those in financial difficulty for the first time.
- Offering referrals to a specialist team to find other support for vulnerable customers e.g. extra benefit entitlement.
Additional support includes a £500,000 partnership with the Trussell Trust to help with food banks who are meeting increased need this winter and help people facing hardship access practical support to get through this crisis and to a place where they can afford the essentials.
OVO has also continued its support with StepChange worth £2m, announced at the start of the energy crisis, to support anyone facing financial difficulties.
Who is eligible?
All OVO customers, including customers of OVO-owned companies SSE Energy Services and Boost, are able to apply for the Customer Support Package.
However, those who are struggling to pay their bills will be prioritised and will receive the majority of the support.
OVO will contact all customers on Pay As You Go prepayment meters with information, but direct debit customers can still apply and may receive discounted products and services.
How to apply
You can apply for the Winter Support package through an online portal so long as you are an OVO, SSE Energy Services or Boost customer.
The support will run until 31 March 2023. As mentioned, all OVO customers are eligible, but they ask that you only apply if you’re struggling to pay your bills this winter.
The energy provider's website states: "We won’t be able to help everyone – but we hope to help as many people in need as possible this winter."
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