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Ovo Energy Reviews: Rankings and Ratings

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Ovo Energy Reviews have had some fairly positive trends. Is Ovo still outperforming its competitors? How is it ranked by customers and what are they saying about their energy provider? Find out more.

Ovo Energy Reviews: An Overview

The reviews: At Selectra we reviewed and scrutinised the customer reviews published on the most popular consumer review websites. Trustpilot gave Ovo a strong score based on thousands of reviews. The Which? Survey concurred with a positive score based also on thousands of reviews.

What does this mean for Ovo? Overall, Ovo ranks higher than several other competitors. As mentioned in our Ovo Energy main guide, keeping long-term customers is fundamental to the continued success of the company.

How is it doing this? At Selectra we believe that Ovo’s financial reward incentives over the years have played a significant role in engaging its customers. Our Ovo Energy tariffs page mentions how customers have been enticed to stay by receiving interest on their credit, a bit like a savings account.

Ovo Energy Customer Service

Many customer reviews cite Ovo Energy’s friendly customer service, which included clear responses to resolve specific queries. This is refreshing to know, as it means that the Ovo Energy contact channels are working efficiently to get customers' questions answered.

Don't hesitate, fantastic customer service and experience. I switched my mum over to Ovo when my dad passed away. She has been nothing short of delighted at the service and communications. (Customer with Ovo Energy).

The reviews suggest that customers like to be treated as individuals, to be listened to and given undivided attention to meet their specific needs. This is precisely what many of them have experienced when they contact Ovo customer agents.

They fully explained what has happened and have put strategies into place to mitigate my concerns. I feel that they have genuinely looked after me as an individual customer, and not 'a number on an account'. I feel confident going forward with OVO and wouldn't contemplate changing provider. I can't thank them enough. (Mrs Thomas, a customer with Ovo Energy)

It’s worth noting that Ovo Energy has received positive reviews from Which? Surveys regarding their phone and online customer service respectively. This reinforces the trend in the reviews mentioned above.

Tariffs and Prices

At Selectra we reviewed Ovo Energy’s tariffs and prices and compared them against the market average. As revealed in the Ovo Energy Tariffs guide, the supplier meets the Ofgem’s price cap.

Homeowners know very well that it’s worth switching supplier when a better deal can be found. Ovo Energy’s customers are no exception. They, too, will think with their feet and consider alternatives if they can get the same gas and electricity cheaper elsewhere.

I am an Energy Switcher. Every year if need be, whatever is the financially best choice I will move. Interestingly I am now on my third year with Ovo. Prices are right, the renewable option is excellent and the customer service options online and over the phone are exceptional. I have had a smart meter fitted recently and the engineer was an excellent representation of the company. Having said all that, once there is another suitable supplier for less I will move. (Mr and Mrs Barret, customers with Ovo Energy)

Bills and account management

Bill accuracy and bill clarity from Ovo Energy were both given a relatively positive score in consumer review websites. Customers particularly like the freedom to review their current and past bills by logging into their My OVO account online. Others commended the ease with which they can track their energy usage, be it via a smart meter or through Ovo’s smart PAYG+ meter, also accessible by logging in online.

The benefits that Ovo customers have once they can log in to their account seem to be well received accordingly to the comments left on consumer review websites.

No problems with OVO. Kept informed regularly. Easy to check on usage. Have renewed for another fixed period. (Lynne, customer with Ovo Energy)

At Selectra we liked that Ovo keeps its tariff plans simple. Customers can choose between two fixed-rate tariffs or a variable one. In each case, you can “upgrade” to get 100% “green” electricity for just a fiver per month. Ovo has tapped into the public’s preference for renewable sources of energy due to its benefits both in the UKand the developing world.

It appears that customers have responded positively to this and are jumping on board the “green” train, particularly if it means leading the UK to achieve its net-zero targets by 2050.

I am pleased to be staying with a company that has good green credentials. (Sonia, customer with Ovo Energy)

Complaint handling

Ovo maintains that it resolves the majority of the complaints it receives on the same or next working day. If they can't be resolved that quickly, then Ovo will be transferred to a specialised team which aims to resolve them within a compressed timeframe.

A short turnaround time in handling complaints may mean fewer customers feeling the need to escalate them to the Energy Ombudsman, as is typically the case among customers of its larger supplier competitors. Ovo’s 2017 Annual Complaints Report states that 437 complaints were escalated in this way. 409 of those cases led to in a financial award paid by Ovo to the complainants, totalling £26,492.28. That averages to £65.00 per complaint awarded.

As per Ovo’s 2018 Quarterly Performance Report, it received 13,119 complaints in the third quarter of that year, which averages out to 4,373 complaints per month. Out of the total received, 12,728 were resolved - 90% of which were settled the same or next working day.

Let’s take a look at the breakdown of the sources of complaints made to Ovo Energy during the three month period from July to September 2018:

  • Billing - 18%
  • Customer Service - 16%
  • PAYG - 10%
  • Smart meters - 9%
  • Direct debits - 7%
  • Other - 40%

It’s clear from the above results that customer service is where Ovo has performed the most poorly, being the most common reason for complaints, after our undefined “other” category.

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