Shetland’s MSP and Scottish Liberal Democrat Beatrice Wishart has today called on OVO Energy to “get its act together” during First Minister’s Questions, following issues with prepayment top-up keys that have seen some customers left without electricity.
Ms Wishart has received representations from many constituents who discovered their prepayment top-up keys stopped working earlier this month when they tried to top up at Post Offices.
OVO Energy say this is due to a transfer of prepayment keys from SSE to OVO and that they notified customers of the change in November. However, the significant number of people affected seems to suggest otherwise, with many saying their own attempts to contact OVO about the issue since they discovered the problem have proven unsuccessful. Ms Wishart has also been made aware of similar incidents in other parts of Scotland, suggesting this problem is widespread.
Questioning the Deputy First Minister, Ms Wishart asked:
“OVO Energy prepayment customers in Shetland were unaware of the transfer of their prepayment keys from SSE to OVO and discovered their keys had stopped working earlier this month when they tried to top up at Post Offices.
“Some constituents had no electricity during a recent cold spell because they were unaware of this change.
“OVO say they notified customers in November but the volume of representations I have received from constituents would suggest otherwise.
“Would the Deputy First Minister join with me in urging OVO to get its act together and ensure that no household is left without electricity at any time but especially in the run up to and over the festive season?”
Commenting afterwards, Ms Wishart stated:
“The Deputy First Minister rightly joined me in expressing concern that customers have been left without electricity during cold winter weather. I am pleased she reiterated my call to OVO Energy to get its act together.
“OVO’s customer service leaves a lot to be desired at the best of times but this shoddy episode, which could have been avoided had the company done its homework, has caused considerable and unnecessary distress and anxiety to their customers.
“I continue to pursue this matter with the supplier. If anyone is still having difficulties, e-mail me at firstname.lastname@example.org and I shall take up their individual case directly with OVO.”
Notes to editors:
Ms Wishart’s exchange with the Deputy First Minister can be viewed here.