Ofgem action against OVO is welcomed by Allan
Ofgem #Ofgem
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Alasdair Allan, the SNP MSP for Na h-Eileanan an Iar, has welcomed the announcement that energy regulator Ofgem is taking action against OVO Energy into the company’s substandard handling of complaints.
Ofgem’s action was announce on August 21 and stems from ‘serious concerns’ regarding the handling of consumer complaints raised by the Citizens Advice Extra Help Unit and OVO’s implementation of Energy Ombudsman (EO) remedies.
OVO’s performance has been heavily criticised across the UK, including in the Western Isles where it has supplied energy for the majority of properties since its takeover of SSE in 2020.
Dr Allan said he has assisted almost 200 households in resolving issues with the energy company since 2021. He also noted a case in which actions prescribed by the ombudsman to resolve a problem and provide compensation were ignored.
Earlier this month he called on OVO to improve its customer service.
Commenting on Ofgem’s decision, Dr Allan said he would continue to liaise with both OVO and Ofgem.
He said: “I welcome this step from Ofgem, and I hope we see real long-term improvement as a result in terms of how OVO treats its customers.
“Far too many of my constituents have been subjected to waiting times of many months for appointments to get meters installed or repaired, which is outrageous. They have also experienced an almost impossible situation in terms of contacting OVO’s customer service staff. There have even been instances, of late, where vulnerable households have been left without power for days on end.
“Energy bills are stressful enough for people to deal with during this cost-of-living crisis – people should not have to endure additional difficulty when trying to access basic customer service and timely complaints resolutions.”