Ovo incompetence

SIR – I too am having an ongoing problem with Ovo (Letters, March 15).

My husband died in December 2022, and since then I have received no payments for the electricity that our photovoltaic cells have been generating. These were installed in 2015, when our energy supplier was SSE. My husband regularly read the meter, registering the amount of energy generated and sending the readings to SSE. Occasionally someone came from the company, so there was real human contact. We were satisfied with the payments we received under the original feed-in tariff.

Since the migration to Ovo, however, I have had one frustration after another. The first battle was to get the ordinary account for gas and electricity put into my own name. The second is to establish that I am the owner of the PV cells. Ovo asked for copies of official documents relating to my husband’s death, which I tried to send online – but, like many people my age (89), I find this far from easy. Eventually, after getting nowhere, I sent all the information by registered post to the head office in Bristol. I checked with Royal Mail and this package was received and signed for. As no written acknowledgment came from Ovo, I sent the information again, and again it was received and signed for – but still no progress.

In February I sent a formal complaint to Ovo. A reply came straight back to say it was unable to “access the documents”, and I need to fill in the online form and send copies yet again. Clearly it is a chaotic office.

Eileen V Lovell

Wolsingham, Co Durham