· Customers paying by a monthly Direct Debit will get the money refunded to their bank account within 5 working days of successful payment. They will not get a refund if their payment fails or Direct Debit is cancelled. Instead they would get a credit towards their balance instead. For variable Direct Debit the customer will not get a refund - instead the money is added to the account and will go towards their balance.

· Tenants with "smart" prepayment devices will see an automatic monthly top-up added to their account. Should Ovo have any issues obtaining the readings, such as the signal not working or they cannot communicate with the meter, a voucher will be sent to the customer.

· Tenants with a "non-smart" prepayment meter will not get this money automatically. They will receive an energy bill discount voucher. This will be via text, email or in the post and will need to be redeemed in person at their usual top-up point. - This will usually be received within the first 12 working days of the month, however paypoint delays and royal mail delays may also impact when this is received.