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LizzyFrostie
Rank 2
July 17, 2025
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Email about being removed from Warmer Home Plan - but info on me is incorrect.

  • July 17, 2025
  • 12 replies
  • 327 views

Hi there

Can anyone shed any light on an email sent to customers by OVO today, stating that our Warmer Home Plan is being discontinued because the customer has either not received the Warm Home Discount for the number of qualifying years or they have left OVO and rejoined during that period?

None of this information is in any way accurate for me. I telephone OVO - but the call-handler was as much in the dark about it as I am. Apparently, other people had also got in touch about it. 

Thanks

Best answer by Emmanuelle_OVO

Hey ​@LizzyFrostie,

I’ve had some advice provided by the team, this should help clarify:

To be eligible for Warmer Home Plan a customer needs to have been eligible for the Warm Home Discount in scheme years 6 (2016-17),  7 (2017-18) and 8 (2018-19) and remain eligible until they decide to take a different tariff or leave OVO. Anyone receiving a communication has been identified as failing to meet one or all of those criteria and as such will be moved to the relevant version of Simpler Energy effective of the 15th August 2025.As advised by Firedog there is no benefit to a direct debit paying customer in being on the Warmer Home Plan tariff as the rates are the same as Simpler Energy. If a customer is paying On Demand they will see an increase in their payments unless they choose to set up a direct debit as the Wamer Home Plan On Demand rates are matched to the Direct Debit version.

12 replies

Show previous replies
Firedog
Super User
FiredogSuper User
Super User
July 25, 2025

To be eligable for the plan a customer must fulfil ALL of the following criteria:

  1. The customer was eligible for WHD in scheme year 6, 7, or 8 (2016, 2017, or 2018).
      

… but just a week ago, 

To be eligible for Warmer Home Plan a customer needs to have been eligible for the Warm Home Discount in scheme years 6 (2016-17),  7 (2017-18) and 8 (2018-19) 
    

Which is it, I wonder?

I qualified in scheme years 7 and 8, but missed the ‘qualification date’ by a few days in year 6. I spent a few seasons on the Warmer Home Plan until a fixed-rate tariff turned up that saved me a lot. This would suggest that it’s or, not and.

 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
Chris_OVO
Community Manager
Chris_OVO
Community Manager
July 28, 2025

Hey ​@Firedog, 

 

You're correct that or is being used. The customer needs to be eligible in at least one of the years mentioned. I've informed the Warm Home Discount team of this error. Anything customer-facing will be edited for clarity, so thank you for pointing that out.

 

I’ve also edited the thread above to reflect the changes to avoid any further confusion and added a callout to confirm the update! 

Renewable energy jokes never get old.
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