Did you add a Move In to the portal to provide the tenant's details (including email / mobile number) and tenancy start date?
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​If yes, then the tenant should have received an email and / or SMS update and / or welcome letter from Ovo Energy letting them know that their property is in the process of switching to Ovo Energy.

In terms of postal communication in their name; the industry average time to switch the energy supply at a property is 17-21 days. The tenant should have been contacted after this time via post to welcome them to their new home and prompt completion of the set up of their new account. If it has been longer than this and your tenant still hasn't heard from them, you can contact Our Ovo Energy ringfence Team on 0345 300 2316 and they will be able to confirm the exact status of the switch.

If no, then we need to receive a Move In with the tenant's details and tenancy start date from you as soon as possible. Once this information is added to the portal it will be sent on to Ovo Energy who will then be able to send the relevant welcome communications out to the property.

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