Engineer visits

Sometimes one of our engineers, or one from our trusted partners will need to visit your home. It’s usually to read your meter, check on a fault you’ve reported or to install a new meter.

We take your safety seriously, so before you let any engineer into your home, please:

  • Ask which company they’re from

  • Ask for official proof of their identity

  • Ask for their name and ID number

Our engineers will always carry identity cards which they’ll show you when they arrive, so you shouldn’t have to ask.

Their ID card will show:

  • The name of their company

  • A colour photo of the engineer

  • Their name and signature

  • Their ID reference number

  • The card’s expiry date

If you’re still not 100% certain that the person visiting you is from OVO or SMS, please don’t let them in and call us straightaway.

Engineer appointments

Apart from meter readings and extreme emergencies, we’ll never send engineers to your home unannounced. We’ll always phone, email or write to notify you if one of our engineers needs to work inside your home.

In exceptional circumstances you may also get a visit from a Revenue Protection Service (RPS) agent. They’ll investigate if we’re told that someone may have tampered with a meter or attempted to steal electricity or gas.

All our engineers are trained to:

  • Explain in detail about any work they’ll be doing at your home

  • Warn you in advance if they’ll have to switch off your gas or electricity so you can prepare for this

  • Pay attention to your wishes and respect any concerns

  • Treat your home and possessions with care and respect

All our engineers go through regular checks and re-training to make sure they’ll provide the high quality of service you expect from OVO.