Questions and answers
The price cap limits the amount customers will pay for each unit of gas and electricity and sets a maximum standing charge. The cap is set by Ofgem (the energy regulator) and determined by the price of wholesale energy. It’s reviewed 4 times a year, with changes coming into effect in January, April, July and October.
The government’s Energy Price Guarantee (EPG) was introduced in October 2022 to help households with rising energy costs. It’s a discount on the unit rate of gas and electricity and is on top of the price cap. The EPG was set at £3,000 from 1 July 2023 for pay monthly customers, which is above the current price cap.
Pay As You Go customers receive an EPG discount on their gas and electricity standing charges. This support is planned to end on 31 March 2024.
As of 1 October 2023, the Energy Price Guarantee was applied to Pay As You Go tariffs to provide a discount on customers’ gas and electricity standing charges.
Previously the discount was only applied to unit rates (the amount you pay per kWh).
The standing charge is a fixed daily charge that goes towards the cost of supplying energy to your home. It’s like line rental for broadband. You pay your standing charge no matter how much energy you use.
We've put together a guide covering tips to help you save energy and money.
This winter, we’re offering customers within the OVO family (which includes Boost) extra financial and practical support with our Customer Support Package. You can find out more and apply online.
If you’re concerned about topping up or paying your energy bill, contact us as soon as possible.
We’re here to help, and our teams will be able to talk you through your options and advise on what might work best for you.
We’ve supported lots of people in similar situations – and we can support you too. The sooner you speak to us, the easier it will be to talk you through what support and advice is available
Let us know if:
- Your financial circumstances have changed
- You’re elderly, have a disability or long-term illness
We’re here to work with you to make a suitable plan, and talk to you about organisations that can also help. .
If you’re worried about your energy bills, please contact us
Help and support
If you’re concerned about topping up or paying your energy bill, contact us as soon as possible.
We’re here to help, and our teams will be able to talk you through your options and advise on what might work best for you.
We’ve supported lots of people in similar situations – and we can support you too. The sooner you speak to us, the easier it will be to talk you through what support and advice is available
Let us know if:-
- Your financial circumstances have changed
- You’re elderly, have a disability or long-term illness
We’re here to work with you to make a suitable plan, and talk to you about organisations that can also help.
If you’re worried about your energy bills, please contact us.
We work with a number of charities and organisations that offer free support.
Citizens Advice
Citizens Advice England and Wales
Citizens Advice Scotland
Adviceline (England and Wales): 0808 223 1133
Adviceline (Scotland): 0808 196 8660
National Debtline
Helpline: 0808 808 4000
StepChange Debt Charity
StepChange
Debt helpline: 0800 138 1111
Civil Legal Advice
Check if you can get legal aid
Telephone: 0345 345 4 345
Here are trusted organisations you can contact for more energy-saving advice and tips:
Energy Saving Trust
Citizens Advice
Citizens Advice Scotland
Advice Direct Scotland