Ovo Energy: UK gas and electric firm to pay £2.8m compensation to customers and account holders - how to claim
Thousands of households were left waiting through winter for help that never came, but now the regulator has stepped in 🧊
- Thousands of vulnerable Yorkshire households are set to receive compensation after delayed energy support
- Ovo has been ordered to pay £2.77m after Warm Home Discount payments were up to 19 months late
- Nearly 12,000 customers were affected, including thousands who were medically vulnerable
- Payments were delayed due to an internal systems error, leaving some without winter support
- Compensation will be paid automatically, with extra payments for the most vulnerable customers
Thousands of Yorkshire households are set to receive compensation after a major UK energy supplier failed to pay the Warm Home Discount on time.
Regulator Ofgem has ordered Ovo to pay £2.77 million in compensation after nearly 12,000 customers experienced delays of more than 19 months in receiving their Warm Home Discount payments.
The payments, which should have been made by March 31, 2024, were not issued until November 2025 after an internal systems error at the supplier.
That meant many low-income and medically vulnerable customers missed out on crucial help with their energy bills over an entire winter.
Ofgem warned that delays of this scale can cause “real harm” and said it will take strong action when suppliers fail vulnerable customers.
Ovo has apologised, saying it has fixed the systems error and worked with Ofgem to ensure the problem does not happen again.
Who is affected?
Ofgem says 11,646 customers were impacted by the delay. Of those, 7,726 were on the Priority Services Register, meaning they were identified as vulnerable, and 4,066 were classed as medically vulnerable, including people whose health can be worsened by cold homes
Some customers on prepayment meters were also affected by so-called self-disconnection, where households run out of credit and their energy supply cuts off.
The regulator said Ovo fell “significantly short of its obligations” in delivering the scheme, which is designed to protect people on low incomes or at risk of fuel poverty.
How much compensation will customers get?
Affected households will receive compensation automatically, with payments broken down as follows:
- £150 for every impacted customer
- An extra £150 for customers classed as medically vulnerable
- An additional £100 for customers who self-disconnected between March 31 and May 31, 2024
How to claim your compensation
The compensation is being paid directly to customers, on top of the original Warm Home Discount they were owed.
The Warm Home Discount is a government-backed scheme that provides a £150 rebate on electricity bills for low-income pensioners and other eligible households.
Last year alone, energy suppliers paid out £578.7 million through the scheme to help households struggling with rising energy costs.
Most customers do not need to do anything. Ovo says all affected customers have already been identified and compensated.
But if you believe you were eligible for the Warm Home Discount and didn’t receive it by March 2024, were with Ovo during the period affected, experienced self-disconnection, or are medically vulnerable, you should contact Ovo directly to check whether you were included.
It’s also worth ensuring you’re signed up to the Priority Services Register, which can provide extra protections and support.