MENU Coronavirus: managing your energy We know it’s a worrying time. To help you, we’ve created answers to the questions we’re being asked the most right now. You’ll find lots of help here. But if you don’t find the answer you’re looking for, you can ask us on Twitter or pick the brains of other members on our forum. See our main coronavirus help page > We regularly review our policies to make sure we’re following the government’s latest guidelines – for all areas in the UK. General questions Will my energy supply be affected? How should I get in touch at this time? I don’t have any credit on my phone to call you. How can I get in touch? How do I change my Direct Debit? How do I make a top-up payment? I’m going to lose power and it’s an emergency, what should I do? How will your service be affected by coronavirus? How will you protect me if your team needs to enter my home for a smart meter or meter reading appointment? I want to switch suppliers. Can I still do this? If you're worried about paying your bills I’m using more energy because I’m working from home, what can I do? Where can I go to get more help if I’m struggling with my energy because of a coronavirus-related situation? What if I can’t afford my bills because of a coronavirus-related situation? What if I can’t afford debt repayments because of the impacts of coronavirus? I'm worried about being able to pay for my OVO HomePlan Boiler and Home Emergency cover due to coronavirus. What can I do? Payment support from Tully I’m struggling to manage my bills. What is Tully? How does Tully work? Is Tully free? Why is OVO working with Tully? Is it safe to share my information with Tully? Can I trust Tully? What will Tully share with OVO? Is Tully part of the OVO Group? How long does it take for Tully to process my information? Meter readings, smart meters and home visits How can I submit a meter reading myself? Are you still going to be reading meters? How will you be keeping me safe during meter reading appointments? Are you taking new smart meter appointment bookings? What safety precautions will engineers take when installing my smart meter? I'm currently self-isolating. Can I book a meter reading appointment, or have a smart meter installed? I’m in a high-risk category. Can I book a meter reading appointment, or have a smart meter installed? I’m not in a high-risk category, but someone in my household is. Can I book a meter reading appointment, or have a smart meter installed? If I book a smart meter or meter reading appointment, but become unwell beforehand, can I reschedule? Will I be charged for rescheduling my appointment (at short notice) if I become unwell beforehand? Are smart meter installations being carried out across the whole UK? What safety precautions can I take for my smart meter appointment? I live in a one-bed/studio apartment, which will make it difficult to maintain social distancing while the engineer installs my smart meter. Can I still book an appointment? How will this work? I have a feed in tariff but I can’t update my meter reading because of coronavirus. Am I going to lose my credit? What counts as an ‘essential appointment’? I have an emergency and need a repair, but someone in my home is sick or self-isolating. What should I do? Are you still carrying out boiler maintenance appointments? EV Charger Installations I had an appointment booked for my EV charger installation. When will this be going ahead? Can I book a maintenance appointment for my EV charger? I am unable to charge my EV, and need my car for an emergency - what should I do? What safety precautions will engineers take when installing my charger? Products Home Energy Plans Feed in tariff (FIT) Smart Meters OVO Beyond Smart Home OVO Drive OVO Drive + Anytime Electric Vehicle Leasing EV Smart Chargers Smart Thermostats OVO Greenlight Resources Compare plans Moving home Refer a friend Energy guides About OVO Our story Our green energy OVO Sustainability OVO Foundation Careers Media centre OVO Group OVO France OVO Spain OVO Australia Help & Support Help & support Forum Complaints Emergency support Security Smart Export Guarantee Core Terms & Conditions Privacy Policy & Cookies Modern Slavery Statement Gender Pay Statement Field Force Gender Pay Statement Health & Safety Statement Group Tax Strategy Statement Supplier Code of Conduct Contact us Emergency Statement of Investment Principles of OVO Energy Group of the Electricity Supply Pension Scheme (SSE Hydro Section) Statement of Investment Principles of OVO Energy Group of the Electricity Supply Pension Scheme (SSE Section) Implementation Statement for 2019 DB Regulations OVO Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879. We are a mandatory FIT & SEG licensee