Key facts
- Ovo Energy fined over £10 million by Ofgem for prepayment meter rule breaches.
- The breaches involved poor oversight of prepayment meter customers, including vulnerable households.
- Vulnerable customers on the priority services register were affected and put at risk of harm.
- Ovo Energy will refund and compensate affected customers.
- The company will pay a total of £11.4 million ($15.3 million), including a separate £10.4 million ($14 million) payment.
Ofgem, the UK's energy regulator, has imposed a fine exceeding £10 million on Ovo Energy due to breaches related to the company's handling of prepayment meter customers. The investigation revealed that Ovo's oversight of these customers was inadequate, a failure that extended to vulnerable households who are registered on the priority services register. This register is designed to ensure that essential services are maintained for individuals who may be unable to manage without them, such as the elderly, those with disabilities, or people with serious health conditions. The penalty underscores the importance of robust customer care and adherence to regulatory standards, particularly for those in vulnerable situations. The watchdog found that the breaches left vulnerable customers at risk of harm. Ovo Energy will refund and compensate affected customers for the meter rule violations. The company is set to pay £11.4 million ($15.3 million) in total. Separately, UK energy supplier Ovo Energy Ltd. is set to pay £10.4 million ($14 million) after an investigation by the nation's watchdog found its actions had put customers at risk.