OVO is to pay over £2.7 million in redress to customers after failing to provide Warm Home Discount (WHD) rebates to 11,646 customers by the statutory deadline of 31 March 2024.
The affected customers did not receive their rebate until November 2025 – more than 19 months late.
Of those affected, 7,726 were on the Priority Services Register (PSR) meaning they are classed as vulnerable energy consumers, and 4,066 of those on the PSR were medically vulnerable.
OVO will pay a total of £2,765,200 in compensation directly to customers. This includes £150 for all affected customers, an additional £150 for medically vulnerable customers, and £100 for each instance of self-disconnection between 31 March and 31 May 2024. All affected customers have been contacted by OVO and will be compensated automatically.
Neil Lawrence, Director of Delivery and Schemes at Ofgem, said: “Delays of this magnitude can cause real harm, particularly for those experiencing fuel poverty who also have medical needs.” He added, “On this occasion, OVO fell significantly short of its obligations, though we recognise the positive steps the company has taken.
“We expect all suppliers to have robust processes in place and to act quickly when issues arise. Failures of this kind are unacceptable, and we will continue to intervene where necessary to ensure customers receive the support they are entitled to.”