OVO settles Ofgem prepayment-meter case for over £10m
Ofgem closed its investigation into OVO Energy on 3 June 2026, finding that the supplier's monitoring of prepayment-meter (PPM) customers fell short of the rules meant to protect people in vulnerable situations. OVO agreed a settlement worth more than £10 million.
What Ofgem found
The regulator concluded that OVO did not consistently monitor and record interactions with PPM customers, including those on the Priority Services Register, a list of households needing extra support. Key checks were not always carried out. In some cases customers who ran out of credit and self-disconnected from their supply received no follow-up. Ofgem said the gaps exposed consumers to a clear risk of harm.
The settlement
| Element | Amount |
|---|---|
| Payment to Ofgem's Voluntary Redress Fund | £7 million |
| Credit and debt relief for vulnerable customers | £3.4 million |
| Payment to Scottish Highlands and Islands customers lacking engineer support | £1.1 million |
OVO had already paid over £100,000 in compensation under the prepayment-meter Market Compliance Review framework.
What it means for customers
If you are on a prepayment meter and need extra support, you can ask any supplier to add you to the Priority Services Register, which is free and triggers protections such as advance notice of supply issues and alternative meter arrangements. This settlement feeds directly into the fairness and transparency measure on OVO's supplier profile, where we track regulator enforcement rather than marketing claims.