Ovo Energy reviews have had some fairly positive trends. It was the first Which? Recommended Provider, but is Ovo still outperforming its competitors? How is it ranked by customers and what are they saying about their energy provider? Find out more with our complete Ovo Energy reviews guide.
Pros
- Scores 5/5 for bill accuracy according to Which?'s 2020 survey and 3/5 for bill clarity according to both Which?
- Handles complaints well according to Which?, scoring 4/5 stars in both customer service and complaints handling.
- Easy to switch to according to Citizens Advice, scoring 5/5 in this category according to its latest study.
Cons
- Scores 2.2/5 for ease of contact according to Citizens Advice.
- Scores 3/5 stars for value for money according to Which?'s survey for 2020.
- Scores 3/5 for customer guarantees according to Citizens Advice, whereas many competitors scoring the full 5/5.
⚖️Ovo Energy Reviews: An Overview
The reviews: At Selectra we reviewed and scrutinised the customer reviews published on the most popular consumer review websites. The Ovo Energy reviews from Trustpilot gave it a strong score based on more than 51,000 reviews. The Which? Survey concurred with a positive score also based on thousands of reviews, and ranked it 8 out of 25 energy providers.
However, the Ovo Energy reviews from the Citizens Advice weren't as favourable and is rated 20 out of 23 energy providers, with an overall rating of 2.65/5 stars.
| Rank | Energy Supplier | Rating |
|---|---|---|
| 1 | M&S Energy | 3.95 |
| 2 | Octopus Energy | 3.95 |
| 3 | EDF Energy | 3.85 |
| 4 | Co-Operative Energy | 3.75 |
| 5 | Outfox The Market | 3.75 |
| 6 | E-Energy | 3.56 |
| 7 | Affect Energy | 3.45 |
| 8 | So Energy | 3.45 |
| 9 | Utility Warehouse | 3.15 |
| 10 | Shell Energy | 3.15 |
Information from Citizens Advice Last Updated March 2022
What does this mean for Ovo? Overall, Ovo ranks higher than several other competitors according to Which? and has many excellent reviews from its customers, but the Citizens Advice doesn't agree. Whilst the Ovo Energy reviews from Which? and Trustpilot are based on feedback from actual customers, the Citizens Advice review is based on data from the supplier or third parties such as the Energy Ombudsman.
| Bill Accuracy | Bill Clarity | Customer Service | Complaints Handling | Value for Money | Overall Rating |
|---|---|---|---|---|---|
| 5/5 ★★★★★ |
4/5 ★★★★☆ |
4/5 ★★★★☆ |
4/5 ★★★★☆ |
3/5 ★★★☆☆ |
70% |
Correct as of September 2020
| Complaints | Ease of Contact | Clear Bills | Ease of Switching | Customer Guarantees | Overall Rating |
|---|---|---|---|---|---|
| 2/5 ★★☆☆☆ |
2.2/5 ★★☆☆☆ |
3/5 ★★★☆☆ |
5/5 ★★★★★ |
3/5 ★★★☆☆ |
2.65/5 ★★★☆☆ |
For the period April to June 2021
| Excellent | Great | Average | Poor | Bad | Overall Rating |
|---|---|---|---|---|---|
| 71% 7,835 / 51,738 |
15% 36,444 / 51,738 |
4% 2,213 / 51,738 |
2% 1,235 / 51,738 |
8% 4,056/ 51,738 |
4.3/5 ★★★★☆ |
Correct as of 24 November 2021
As mentioned in our Ovo Energy main guide, keeping long-term customers is fundamental to the continued success of the company and is something it is doing well with judging by the majority of Ovo Energy reviews from the online review platforms.
At Selectra we believe that Ovo’s focus on green energy over the years have played a significant role in engaging and retaining its customers. In addition, customers have been enticed to stay by receiving interest on their credit, a bit like a savings account. Our Ovo Energy tariffs page mentions how this works in more detail. But, many of the Ovo Energy reviews on Trustpilot refer to it as a reason for staying with Ovo Energy.
Helpful information and good online support with good green options. We also benefit from the 5% interest on our in-credit amounts. (Steve S, a customer with Ovo Energy).
📞Ovo Energy Customer Service
Many customer reviews cite Ovo Energy’s friendly and efficient 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.
May not be the cheapest on the market but good service and fantastic customer services. Also the app is excellent. (David M, a 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 Ovo Energy reviews from customers 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 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)
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 UK and the developing world. So far Ovo Energy has planted almost two million trees in the UK and promises to plant a new tree each year for every customer.
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. In fact, Ovo Energy states on its website that it will be a net-zero company by 2030.
I am pleased to be staying with a company that has good green credentials. (Sonia, customer with Ovo Energy)
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🧾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 or by using the app. 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.
Just a very simple app that you can navigate really easily. Would recommend OVO without a doubt. (Anna V, customer with Ovo Energy)
However, there does appear to be some discrepancies between online review websites and Ovo Energy reviews from customers. Which? gives bill clarity 4/5 stars and bill accuracy 5/5 stars. The Citizens Advice gives Ovo Energy 3/5 stars for clearer bills. It's worth pointing out that the Ovo Energy review from the Citizens Advise is more recent, being the score from April to June 2021. Whereas Which? data is from September 2020.
That being said, actual customers are seemed to have reached a consensus in their Ovo Energy reviews and are impressed by the clarity of the bills from Ovo Energy.
Great company to be with. Bills are clear and easy to understand. (Reg C, customer with Ovo Energy)
📱Ovo Energy App Reviews
Ovo Energy has an app available for both Apple and Android users, the app has a lot of functionality and you can use it to:
- Submit meter readings
- Track your energy consumption
- Manage your direct debit
- View your bills
- See how much energy you're using (if you have a smart meter)
- Top-up your account (for smart payg customers)
On the Apple App Store, the Ovo app has around 6,700 reviews and has a rating of 4.7 out of 5.
Finally my OVO account has been upgraded onto their new system and the app is now fully functional for my account. I have to say that now it is the best app experience for an energy company that I have experienced so far and I look forward to my in home display catching up (still missing gas cost info). I really like the features to allow live monitoring and forecasting how and when the energy grid is operating more carbon neutral. I’m still navigating the features of the app and the associated new upgraded web account, but looking very positive.(Apple app user review)
Over on the Google Play Store, the app doesn't rate quite as well with a rating of 3.5 out of 5 from almost 6,000 reviews.
I've reduced my rate as it is continuously trying to load without success. I have tried using WiFi only then mobile data only. I've also deleted it and reinstalled it. This has only just starting to happen. Update. It is when I am opening the app. I have even cleared the cache.Update 2 Yes. It says were sorry its taker longer than usual etc (Android app user review)
So whilst Ovo Energy is doing very well with their Apple offering, it has some room for improvement for Android users. The main issue reported in Ovo Energy reviews on the Google Play Store is difficulty logging in to the app or that it crashes shortly after loading.
📢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.
As per Ovo’s report for Q1 of 2021, it received 22 complaints per 100,000 customers, with a total of 1,506 complaints. Out of these, 13.15 per 100,000 were resolved (a total of 1,086). These complaints were broken down as follows:
- Billing: 12.05
- Smart meters: 2.53
- Customer service: 2.16
- Other: 5.26
From this, it's clear that billing is the biggest source of complaints for Ovo Energy customers, with on average 12.05 of the 22 complaints it receives per 100,000 customers coming from this type of issue. The most common billing complaint arose from disputed gas or electricity usage.
In the UKRN (UK Regulators Network) annual report for 2020, Ovo Energy received the most complaints per 100,000 customers in the energy section of the report. In response to the report, an Ovo Energy spokesperson said "We’re disappointed not to meet our usual high standards for our customers. We’re always looking for ways to improve and will be taking steps throughout this year.".
The UK Regulators Network publishes reports on an annual basis for energy, telecoms, water, and finance sectors.
Complaints FAQs
How do I make a complaint to Ovo Energy?
If you need to let Ovo Energy know about a problem, the easiest way to do so is by contacting the supplier on 03303035063 or via email at [email protected]. Ovo will aim to solve the issue as soon as possible.
My initial complaint to Ovo is still unresolved - what do I do next?
If you're not satisfied with how the issue has been handled, you can then escalate the issue to Ovo's complaints team by filling out their online form. The team will review your complaints and take the necessary steps to resolve them.
I am unhappy with the way Ovo resolved my complaint - is there anyone else I can contact?
If you are still unsatisfied with the resolution, you can then request a “deadlock letter” from Ovo Energy. This letter serves as written confirmation that Ovo was unable to resolve the issue. You can then refer your complaint to the Energy Ombudsman. If the provider declines to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman after eight weeks have passed since you first raised the complaint.