- OVO Energy has been awarded the Keep Me Posted campaign’s ‘Best Practice’ mark of distinction – the only energy provider in the UK to be recognised with the award
- OVO Energy has committed itself to protecting the right of its 650,000 customers to receive paper bills and statements
OVO Energy has become the first energy provider to be awarded a ‘mark of distinction’ by the Keep Me Posted campaign. The mark serves as an indication to consumers that a business has made a commitment to giving its customers a choice in how they are communicated with. Despite many companies’ current moves to get consumers online, OVO Energy has committed itself to providing its 650,000 customers with communication that suits their needs.
Judith Donovan CBE, Chair, of the Keep Me Posted campaign, said: “I’m delighted to award OVO Energy with the Keep Me Posted campaign’s ‘Best Practice’ mark of distinction. OVO clearly values its customers’ right to manage their accounts however they see fit. They offer online account management but also guarantee customers paper bills if they want or need them – this is the very essence of consumer choice and we believe this should be standard across all service providers.”
Justin Haines, Customer Services Director, OVO Energy said: "At OVO we pride ourselves in giving customers the choice in how they interact with us, whether it's by phone, and our award winning customer service, by post, or our effortless digital platforms and apps. We're delighted to be the first energy supplier recognised by the Keep Me Posted campaign.".”
OVO Energy joins Principality Building Society, Welsh Water, Yorkshire Water, Bristol Water, Wessex Water and Thames Water as one of the service providers publically recognised by the campaign as providing paper bills and statements to its customers:
- Without removing paper or altering frequency unless there is prior agreement
- Without taking away continued access to online
Judith Donovan CBE, continued: “OVO Energy’s move to allow customers the choice in how they are contact is especially important give that our research shows that people are better able to manage their finances when using paper statements (75% vs. 48% of those with electronic payments)**”
- Ends –
* The campaign will also begin rewarding some companies a ‘Good Practice’ mark, in the event that they charge for paper bills but in a way that is considered fair and equitable to the cost of providing the bill. This follows research by the campaign that found that some providers charge up to £1.90 for a paper bill or statement, representing as much as a 442% mark up on the approximate cost to the provider.
** Research taken from Keep Me Posted ‘Managing money online –working as well as we think?’ report prepared by London Economics with research conducted by YouGov, January 2015
About the campaign:
The Keep Me Posted campaign is chaired by Judith Donovan CBE and is a partnership of representatives from 88 concerned organisations such as mental health charity Mind, DementiaUK, The Money Charity, and the National Consumer Federation. Keep Me Posted campaign partners believe that it is every consumer’s right to choose, without disadvantage, how they are contacted by banks, utility companies and other service providers in the face of an increasing trend of businesses switching their customers to mainly digital communication, which isn’t always preferable or suitable for a large proportion of UK consumers.
For further information or for more information on the Keep Me Posted campaign, please contact: Cordelia Jacob, Lansons, 020 7566 9773, Keepmeposted@lansons.com