OVO Agrees £10.4 Million Settlement After Ofgem Finds Gaps in Support for Vulnerable Prepayment Meter Customers
According to Ofgem, OVO Energy had policies designed to identify and protect vulnerable customers using prepayment meters. The problem was what happened after those policies were written. In case after case examined by the regulator, key checks were missed, customer interactions were not properly recorded, and safeguards intended to protect vulnerable households were not consistently carried out.
