PETERBOROUGH

ENERGY POWERED BY OVO

Payment difficulties

Peterborough Energy c/o OVO www.peterboroughenergy.co.uk 1 Rivergate,Temple Quay, , BS1 6ED [email protected] 0800 408 6706 Lines are open Monday to Friday 8am-8pm and Saturday 9am-5pm PETERBOROUGH Peterborough Energy c/o OVO 1 Rivergate,Temple Quay, Bristol, BS1 6ED www.peterboroughenergy.co.uk ENERGY POWERED BY OVO 0800 408 6706 [email protected]

Payment difficulties

About this guide

We want to help you keep your account in good shape. If you are finding it hard to pay your energy bills, let us know straight away and we will do our best to help you. If you do fall behind, there are lots of ways to get back on track, so here is what happens next.

What it covers

1. Finding it hard to make payments

2. Repayment meters

3. The Fuel Direct scheme

4. Disconnecting your energy supply

5. How the debt process works

6. Reconnecting your energy supply

7. Priority Services Register (PSR)

8. Meter faults

9. If you lose your energy supply

10. If you want to change supplier but you still owe us money

11. Moving home

12. If you’ want to make a complaint

13. Useful addresses

14. Get in touch

Peterborough Energy, Regeneration & Major Projects Dept. Licensed by OVO Energy Ltd, One Rivergate, Temple Quay, Bristol BS1 6ED Council, Westfields, Sandbach, Registered in and No. 06890795 Cheshire, CW11 1HZ VAT No. 100119879, OVO Energy is a voluntary FIT licensee PETERBOROUGH www.peterboroughenergy.co.uk 0800 408 6706 ENERGY [email protected] POWERED BY OVO

Finding it hard to make payments

If you are struggling to pay your Peterborough Energy bills, or you are worried that you might be about to, please give us a call as soon as possible. We would much rather you spoke to us — we’re here to help.

Our friendly advisers will talk you through your options, based on your circumstances. Then we can work out a payment plan together that will help you keep any debt as low as possible.

If your debt keeps on going up we might need to fit a repayment meter at your home.

Repayment meters

With a repayment meter in your home you pay for your energy as you use it. It’s a great way to help you budget, clear off any debt and make sure you don’t get any big bills. You do have to make sure there is always credit on the meter, though, or else it will disconnect itself and you will have to add credit to start getting your energy again.

Of course, we will only fit a repayment meter if it’s safe and the right thing to do. We will talk about how much of your payments we will take towards clearing your debt. And if you are going to add credit with cash payments, we will tell you where you can do it close to your home.

If we recommend you get a repayment meter fitted and you say no, we might have to disconnect your supply.

The Fuel Direct Scheme

If your account is in debt and you get Income Support, Pension Credit, Employment and Support Allowance or income-based Jobseeker’s Allowance, you can ask your benefits office to pay us directly. This is called Fuel Direct and is run by the government’s Department for Work and Pensions (DWP).

Fuel Direct covers what you are spending on energy at the moment and also pays off a bit of your debt every week. It’s a fixed amount (£3.65 per week at the moment – set on 12th November 2014). We also agree an amount with the DWP that we will take in future to stop your debt getting bigger.

Disconnecting your energy supply

We will always try to help you come up with a manageable way to pay for your energy, but if you don’t pay for your energy at all, we are legally allowed to cut off your supply. We will do our best to st