Hi there!
I have received my warm home discount £150 voucher.
It's telling me to take my voucher to my local post office as its come on the letter from Ovo.
I want to know, do I take my pre payment key/card to the post office also???
Any information would be much appreciated!!
Best answer by Blastoise186
Updated on 14/08/25 by Abby_OVO
Voucher or Token:
For traditional PAYG meters (not smart meters), a voucher code may be provided, which can be used to top up the key or card, and the credit is then applied to the meter.
Ok… So… Here’s the answer…
After digging even deeper and quite literally pulling some of my contacts out of bed (thanks, much appreciated!) I’ve figured it out.
You need to visit the Post Office because this year, these Vouchers are being issued as Post Office Energy Vouchers rather than using the Paypoint system of previous years. OVO isn’t the only supplier doing it this way. Going to Paypoint will NOT work this time around.
You need to do what the letter instructs you to do - if the postmaster messes up, you need to take it up with their manager rather than OVO as they’ve all been told to process these.
Any Post Office staff who either reject the voucher by redirecting you to Paypoint OR just giving you the cash aren’t following the proper process for Post Office Payout - they risk not getting reimbursed for it as well which could unbalance their books.
The Warm Home Discount (WHD) is a government scheme providing a one-off £150 discount on electricity bills for eligible households, including those on Pay As You Go (PAYG) with OVO Energy. The scheme is typically applied automatically between October and March, but those in Scotland on low incomes may need to apply. For PAYG customers, the discount is usually applied as credit to the meter, often via a voucher or remote token issue.
Find out more by heading to our website: https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme.
How the Warm Home Discount Works with OVO's PAYG Customers:
Automatic Discount:
Eligible PAYG customers with OVO Energy will typically have the £150 WHD credit applied directly to their meter, often as a remote token issue.
Voucher or Token:
For traditional PAYG meters (not smart meters), a voucher code may be provided, which can be used to top up the key or card, and the credit is then applied to the meter.
Checking Eligibility:
You can check your eligibility for the Warm Home Discount on the GOV.UK website or through OVO Energy's website.
Contacting OVO:
If you believe you're eligible but haven't received the discount, you can contact OVO Energy for assistance.
PAYG Benefits:
OVO's PAYG service allows customers to manage their energy spending, top up online or at shops, and offers emergency credit.
+8As I said, cheques are not the standard method because:
They are by exception ONLY. If they were the standard method, I’d have told you that two days ago.
I don’t need to work in the Energy Industry to unlock its secrets. In actual fact, I’ve never worked in the industry at all, let alone worked for OVO. However, by being on this Forum for so long, the industry has started to trust me and taught me many things that are never usually revealed publicly. That is how I know these systems so well - because I’ve been granted permission to know about them in ways that the public don’t normally get to see. I don’t make mistakes easily when it comes to this stuff.
The true identity of the user behind this name is deliberately only known to about 10 people in the industry however. If I were to identify myself to anyone else by that name, they wouldn’t recognise me. It’s a thing that’s required for various complicated reasons, but lets just say it makes it easy for the industry to recognise who I am - because this identity you see before you is consistent and easy for them to find.
As you now know I couldn't redeem the voucher I got and I'm not lying about it! You can phone the post office, Perth, high street. But like I said I've managed to get it sorted. What advice would you give ? for other people who are unable to redeem their voucher because of the same reason I couldn't!
+8In those cases, one should make a complaint to the Post Office regarding issues with the Post Office Payout service. That’s where the fault lies.
You’ll need to excuse me, my duties start shortly and I need to head out.
So they make a complaint about the post office.... Okay that's that done! But still unable to redeem it. Would the next course of action to phone OVO to get it sorted ?
+8If push comes to shove, redeem it for cash and then head to a Paypoint store to top-up.
As I mentioned, my Fire Service Volunteer duties commence shortly, so i will be unavailable for the rest of the day.
Em..... Okay that's a decent response to be fair!! If only my post done that then I wouldn't here chatting! Enjoy the rest of your day!!
Hi I applied back in October for the warm home discount which was approved, I am disabled however we are now nearly at the end of February and I still haven't received my voucher, is anyone else still waiting or should I contact OVO.
+8Hi
Please contact OVO about this ASAP so you don’t lose your voucher - the scheme ends in a few days so don’t wait any longer!
+4Hey
Keep us posted with how you get on.
Once we're told by the Government to apply your discount, we'll aim to do this within 30 days unless an exception applies. An exception could be that we weren’t your registered supplier on 11 August 2024. If this happens, we'll tell the Government and ask they give the discount to the correct supplier.
For automatically matched eligible customers
The Department of Work and Pensions should tells us to apply the discount to these customers between October 2024 and December 2024. We'll aim to apply the discount for these customers by the end of December 2024 or within 6 weeks of being told to by the Government.
For customers that need to get in touch with the Government
We should be told what discounts to apply between October 2024 and the end of March 2025. We'll apply discounts to accounts we're told about before March 2025 or within 6 weeks of being informed.
Any customer who falls into the CORE Group 1 (England,Wales & Scotland) and those who fall into the CORE Group 2 (England & Wales ONLY) who received a letter from UK Government asking for more information to confirm WHD eligibility or an Unmatched letter (asking for confirmation of their supplier) or believes they may be eligible MUST contact the government helpline on 0800 030 9322 before 28 February 2025.
Any customer who fails to contact the helpline by the closing date will miss out on the Warm Home Discount payment for 2024/25.
Customers can check their eligibility here.
I received my letter from ovo on the 22nd October telling me iv qualified for the whd but still haven't received it I'm on pay as you go meter
+8Hi
In that case… Try 0330 303 5063 or Live Chat via https://ovoenergy.com/help - someone should be able to chase that for you.
+4Hey
I’m glad to see Blastoise186 has already stopped by with some helpful advice here, we don’t have access to accounts here at the Forum so the best option would be to double check with the Support Team to see if they can issue that or if it’s on it’s way already.
Though I would like to add, we can only pay out the voucher after we receive the money from DWP. You can find some more about this on the WHD website as your electricity supplier will apply the discount to your bill by 31 March 2026, (here if you’re in Scotland or here if you’re in England or Wales).
The following topics may also be helpful:
Do let us know how you get on if you do reach out to the Support Team.
Michy13,
Don’t hold your breath !
I have contacted OVO Customer Care several times about my voucher, and get a different story every time. One agent told me that I had to contact DWP directly, and gave me a phone number that turned out to be non-existent. Another agent told me that it was nothing to do with the DWP. Yet another agent told me that she had raised a case with the dedicated WHD team, and that I would definitely hear back from them within 10 days - 4 weeks later I have still heard nothing. The last agent I spoke to said that there was no way to find out what was happening with the vouchers, and it will take as long as it takes !
It was the same shambles last year, and the year before, and it’s no wonder that OVO is in the trouble that it’s in, if every part of the business is run the same way as the WHD.
+4Hey
Abby shared some helpful information about the Warm Home Discount, which is a government initiative that we happily participate in. If you have any questions about your eligibility, the Warm Home Discount website is a great resource to check out. If you haven’t received your letter by early January, don’t hesitate to reach out to them about your voucher. They’re busy sending them out right now!
Chris_OVO,
Thanks for the reply, but it’s just yet another generic response with no useful information or update.
Chris_OVO,
You say they are busy sending out the vouchers right now - how do you know that ? - when none of the agents I speak to seem to know that.
Chris_OVO,
I should have pointed out that I live in Scotland, so I don’t get a letter from the government’s WHD - I have to contact OVO about my voucher.
+4Chris_OVO,
You say they are busy sending out the vouchers right now - how do you know that ? - when none of the agents I speak to seem to know that.
I know this because I’ve been reading updates from members who’ve received their vouchers so far. The vouchers are typically sent out in batches, which explains why we occasionally hear reports from different people about their experiences. The scheme will run until March, and while I understand that you would prefer to receive your voucher earlier, it is not something we can control or influence in terms of speed. We can only provide you with the information that we currently have available.
Michy13,
Don’t hold your breath !
I have contacted OVO Customer Care several times about my voucher, and get a different story every time. One agent told me that I had to contact DWP directly, and gave me a phone number that turned out to be non-existent. Another agent told me that it was nothing to do with the DWP. Yet another agent told me that she had raised a case with the dedicated WHD team, and that I would definitely hear back from them within 10 days - 4 weeks later I have still heard nothing. The last agent I spoke to said that there was no way to find out what was happening with the vouchers, and it will take as long as it takes !
It was the same shambles last year, and the year before, and it’s no wonder that OVO is in the trouble that it’s in, if every part of the business is run the same way as the WHD.
I got a cheque Christmas eve off OVO for the WHD in the wrong name,... Only got a cheque as I've moved suppliers,.. Was still waiting for a replacement gas card 5months after requesting another.
Now I can't get in touch with anyone to get another, that bot thing keeps telling me they are closed
+4I got a cheque Christmas eve off OVO for the WHD in the wrong name ... Only got a cheque as I've moved suppliers,.. Was still waiting for a replacement gas card 5months after requesting another.
If you have changed supplier away from OVO then if OVO are still responsibile for giving you the WHD all they can do is send you a cheque.
OVO can’t issue PAYG vouchers to credit your new account with your new supplier.
Now I can't get in touch with anyone to get another, that bot thing keeps telling me they are closed
It’s not clear if you are talking about contacting support for a replacement top-up card or for a replacement Cheque?
If you have moved supplier then you should have got a new top-up card/key from that supplier, if you are no longer with OVO then OVO can’t give you a card for the new supplier.
You will need to contact your new supplier.
If it’s about getting the name changed on the OVO issued cheque then you should contact OVO.
However I doubt that you will find any supplier operating more than emergency support on the Christmas and New Year bank holidays.
Then yesterday and today are weekend hours.
Try again tomorrow, Monday 29th.
See here for when OVO support is closed ot have reduced hours over the Christmas and New Year holidays:
+4Thanks for your help here
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OVO Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales.
OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at 1 Rivergate, Temple Quay, Bristol, BS1 6ED.
OVO (S) Gas Limited is part of OVO Group Ltd
