Frequently Asked Questions
Got a question about your home services?
Find quick answers to common questions below.
Is Roost free to use?
My address details in Roost are incorrect, what should I do?
I started my home move with Roost, but now I am no longer moving. What should I do?
If you’ve cancelled your move after selecting new suppliers via Roost, you’ll need to get in touch with the new suppliers. It’s important to tell them you are no longer moving straight away, in order to avoid taking on services that you no longer need.
Since signing up with Roost, my move-in date has changed. What should I do?
How long does it take to switch to a new energy supplier?
Approximately 21 days. This consists of a 14-day cooling-off period, during which you have the right to cancel the contract. The new supplier will contact you to let you know when the switch will be completed.
During the 21-day switching period, your energy may be provided by the old supplier. There will be a bill to pay to that supplier for the energy you’ve used.
I previously got a Roost quote - how do I return to it?
If you’ve already received a quote and want to return to it, you can usually do so by:
- Login: Simply select the log in option top right of the homepage on Roost. Enter your email address and password to login and retrieve your quote details.
- Checking Your Email: Look for an email from us that will contain a link to view or update your quote.
- Contacting Customer Service: If you can’t locate your quote or login, feel free to reach out to our customer service team with your name and the details you used when requesting the quote. We’ll help you retrieve it.
I can’t log in to my Roost account?
Select I’ve forgotten my password on the Roost log in page. Enter your email address and click send reset link.
You will shortly receive an email containing a reset password link. Click on the link within the email and set a new password.
You will now be able to log in with your new password.
How does Roost notify District Councils and water suppliers?
If you have selected for Roost to notify your new district council and/or water supplier, our system automatically locates the correct District Council and clean/waste water supplier for the property.
In most cases, the details are found instantly and auto-populated into Roost and displayed to you.
How do I set up my payment plans?
If you have requested for Roost to notify your new council and water provider you will need to get in touch with them directly to arrange your payment plan.
If you have chosen an energy deal via the Roost app you would have set up a direct debit when confirming your deal. If you have any queries about your OVO plan please contact them directly via the details below.
hello@ovoenergy.com
0330 303 5063
How long does it take to switch to a new energy supplier?
If you’re a Roost user and need some help with your home move, you can email us and we’ll be happy to assist.
Email: support@goroost.co.uk
Monday to Friday: 9:00 AM – 5:30 PM
Just a quick note — our Customer Service team is unavailable on weekends and public holidays. We will respond to any emails received during this time as soon as possible once we reopen.
Is Roost free to use?
Yes, Roost is completely free to use.
My address details in Roost are incorrect, what should I do?
If you notice that your new address is incorrect on any correspondence from us, or you realise you entered incorrect information when you enrolled, get in touch with us. It’s important to do this straight away to avoid problems with your home services.
I started my home move with Roost, but now I am no longer moving. What should I do?
If you’ve cancelled your move after selecting new suppliers via Roost, you’ll need to get in touch with the new suppliers. It’s important to tell them you are no longer moving straight away, in order to avoid taking on services that you no longer need.
Since signing up with Roost, my move-in date has changed. What should I do?
If you’ve changed your move-in date after selecting new suppliers via Roost, you’ll need to get in touch with the new suppliers. Let them know your new moving in date, or, if you don’t know when you’re moving, you can cancel the service.
How long does it take to switch to a new energy supplier?
Approximately 21 days. This consists of a 14-day cooling-off period, during which you have the right to cancel the contract. The new supplier will contact you to let you know when the switch will be completed.
During the 21-day switching period, your energy may be provided by the old supplier. There will be a bill to pay to that supplier for the energy you’ve used.
I previously got a Roost quote - how do I return to it?
If you’ve already received a quote and want to return to it, you can usually do so by:
- Login:
Simply select the log in option top right of the homepage on Roost. Enter your email address and password to login and retrieve your quote details. - Checking Your Email:
Look for an email from us that will contain a link to view or update your quote. - Contacting Customer Service:
If you can’t locate your quote or login, feel free to reach out to our customer service team with your name and the details you used when requesting the quote. We’ll help you retrieve it.
I can’t log in to my Roost account?
Select I’ve forgotten my password on the Roost log in page. Enter your email address and click send reset link.
You will shortly receive an email containing a reset password link. Click on the link within the email and set a new password.
You will now be able to log in with your new password.
How does Roost notify District Councils and water suppliers?
If you have selected for Roost to notify your new district council and/or water supplier, our system automatically locates the correct District Council and clean/waste water supplier for the property.
In most cases, the details are found instantly and auto-populated into Roost and displayed to you.
How do I set up my payment plans?
If you have requested for Roost to notify your new council and water provider you will need to get in touch with them directly to arrange your payment plan.
If you have chosen an energy deal via the Roost app you would have set up a direct debit when confirming your deal. If you have any queries about your OVO plan please contact them directly via the details below.
hello@ovoenergy.com
0330 303 5063
How do I get in touch with the Roost customer service team?
If you’re a Roost user and need some help with your home move, you can email us and we’ll be happy to assist.
Email: support@goroost.co.uk
Monday to Friday: 9:00 AM – 5:30 PM
Just a quick note — our Customer Service team is unavailable on weekends and public holidays. We will respond to any emails received during this time as soon as possible once we reopen.