Ofgem has closed its investigation into OVO Energy, finding that the supplier breached rules designed to protect vulnerable prepayment meter (PPM) customers by failing to adequately monitor customer welfare, maintain accurate records, consistently apply Priority Services Register (PSR) protections, and properly support customers who self-disconnected from their energy supply. Ofgem concluded that these process failures exposed vulnerable customers to a risk of harm. In response, OVO has agreed to a settlement package comprising a £7 million payment to Ofgem’s Voluntary Redress Fund and £3.4 million in credit and debt relief for vulnerable customers, while affected customers will be contacted directly. Separately, OVO is paying £1.1 million to customers in the Scottish Highlands and Islands following a compliance review that found some rural customers lacked adequate access to engineer support between January 2022 and April 2024. During the investigation, OVO implemented remedial measures, including welfare visits for customers disconnected for more than 72 hours, and Ofgem stated that the case forms part of its wider programme to strengthen consumer protections and raise standards across the energy sector.