Ovo Energy Advice Service
Tailored energy efficiency advice for customers
Project duration: February 2015 ongoing
Ovo Energy has engaged CSE to provide tailored energy efficiency advice to their customers. The energy supplier has a commitment to excellent customer service and this extends to energy efficiency; customers are already actively encouraged to use less energy through Ovo's printed and online information.
The new partnership will build on this commitment by creating a referral service for top quality energy advice, leading to lower bills and warmer homes for clients.
The number to call is 0800 408 6601.
CSE has provided impartial energy advice to customers for 35 years and has run a freephone energy advice service to householders since the early 1990s. As part of this association, CSE staff will train Ovo Energy’s operatives to ensure that they are aware of the key issues around energy efficiency and fuel poverty, and are able to identify customers in need of more detailed energy efficiency advice. Customers referred to CSE will benefit from a single point of contact on energy efficiency from a nationally recognised charity under the Ovo Energy banner.
Vulnerable households that may need further assistance will be referred on for support from relevant agencies or, where possible, supported through CSE’s other projects. This may include low-income households at risk of fuel poverty, or those with long-term health issues who rely on a constant energy supply.
Ovo’s website will also be developed to provide up-to-date information on key home energy efficiency improvements and the realistic results in terms of savings on bills and changes to warmth and comfort.
To widen the reach of the project, a number of Ovo staff will be given in depth training, enabling them to pass on their learning on energy efficiency and fuel poverty to all customer services advisors. The view for the future is that a cohort of Ovo ‘Energy Champions’ will have sufficient knowledge to deal with most energy efficiency topics in-house, only passing on more complex enquiries that require the significant knowledge of experienced CSE staff.
Ovo is just one of several organisations that CSE delivers tailored energy efficiency advice services for. Others include the district network operator, Western Power Distribution, the National Trust and social housing providers. The association with Ovo will provide an exemplar model of a partnership between an energy supplier and a leading third sector organisation to give customers the best possible support on improving the warmth of their homes and cutting their energy bills.