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Rank 1
Hannah29
Rank 1
December 9, 2024
Solved

How does the Warm Home Discount Pay As You Go voucher work?

  • December 9, 2024
  • 47 replies
  • 2691 views

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. 

 

 

47 replies

Show previous replies
G
Newcomer
Grantmcl66
Newcomer
December 23, 2025

Chris_OVO,

Thanks for the reply, but it’s just yet another generic response with no useful information or update.

G
Newcomer
Grantmcl66
Newcomer
December 23, 2025

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.

G
Newcomer
Grantmcl66
Newcomer
December 23, 2025

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.

Chris_OVO
Community Manager
Chris_OVO
Community Manager
December 23, 2025

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.

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.

Renewable energy jokes never get old.
K
Rank 2
Katebrook
Rank 2
December 27, 2025

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 

Nukecad
Super User
NukecadSuper User
Super User
December 28, 2025

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. 

 

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:
 

 

I said, Hey - Watts going on.
Ben_OVO
Community Manager
Ben_OVO
Community Manager
December 29, 2025

Thanks for your help here ​@Nukecad.

 

​@Katebrook if you’re referring to the cheque needing to be re-sent, our Support Team can sort this for you. However, you won’t be able to contact them today. You could try contacting via Social Media today - you can reach us on Facebook and Twitter.

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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd