Thousands of OVO customers did not receive their Warm Home Discount payments for winter 2023/24 until November 2025, more than 19 months late, leaving thousands without vital support during the coldest winter months.
Of the customers impacted, 7,726 were on the Priority Services Register and classed as vulnerable energy consumers, including 4,066 who were medically vulnerable. OVO will pay a total of £2,765,200 in compensation, including £150 to all affected customers, an additional £150 to those who are medically vulnerable, and £100 for each instance of self-disconnection between 31 March and 31 May 2024.
A spokesperson for the End Fuel Poverty Coalition, commented:
“This is a shocking failure that left thousands of vulnerable households without vital support when they needed it most.
“No one should be forced to go through winter without support because a supplier failed to meet its obligations. While compensation is right, it does not undo the harm caused by people missing out on help during the coldest months, when the risks to health and safety are highest.
“This case underlines why protections for vulnerable households must be automatic, enforceable and backed by meaningful penalties. It also shows why we need stronger consumer standards and faster redress when things go wrong. In this context, it is utterly absurd that Ofgem is currently considering plans to water down regulations in its ‘consumer outcomes’ consultation.”