- Ovo Energy has been ordered by Ofgem to pay over £10 million for failing to adequately monitor vulnerable customers on prepayment meters, putting them at a "risk of harm".
- The settlement includes a £7 million payment to Ofgem's voluntary redress fund and a £3.4 million package of credit and debt relief for some of its most vulnerable customers.
- Ofgem's investigation found that Ovo failed to consistently monitor and accurately record customer interactions, risking missing signs of vulnerability, and had unclear staff training materials.
- Ovo will also pay an additional £1.1 million to customers in the Scottish Highlands and Islands for inadequate engineer support between January 2022 and April 2024.
- This action follows a previous £2.77 million compensation order in January for delays in providing Warm Home Discount support to nearly 12,000 vulnerable customers.
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