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Warm Home Discount Scotland- Migrated from SSE and not received payment?

J
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Whilst my account was with SSE I applied for the warm home discount in November last year. Since then my account has been moved to OVO but since I hadn’t heard anything about my application, I thought I maybe had to reapply with OVO. On the form it says I’ve already got a successful application with SSE and it has been credited to my account. It hasnt been credited to my account.

 

I have called OVO customer service and they’re utterly clueless. First they told me I need to go to the DWP website to apply for it as it has nothing to do with them. I then explained that’s not true and for the broader group in Scotland you need to apply direct with the energy provider. I explained I had already applied for it with SSE and they said they don’t know anything about it and I should contact the DWP. Im getting frustrated as they’re clearly giving not only me but everyone else incorrect information. For something as important as this,, it’s a disgrace.

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Best answer by Emmanuelle_OVO 5 January 2023, 11:33

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Blastoise186
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Hey @Jon.bushby ,

Was it this form you used?

https://api.warm-home-discount.ovotech.org.uk/form

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BPLightlog
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Hi @Jon.bushby we have had others post on this subject. Do you know which group you fall into, core or broader group?

The answer is 42 - for anything else bring data
J
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Hey @Jon.bushby ,

Was it this form you used?

https://api.warm-home-discount.ovotech.org.uk/form

Yes, that’s the form I used.

J
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Hi @Jon.bushby we have had others post on this subject. Do you know which group you fall into, 

I’m in the broader group.

BPLightlog
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As Blastoise mentions the https://api.warm-home-discount.ovotech.org.uk/form link should be the one to use. Did you get a response? We found that capitals had to be used for the postcode. Not sure if you found a problem 

The answer is 42 - for anything else bring data
J
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As Blastoise mentions the https://api.warm-home-discount.ovotech.org.uk/form link should be the one to use. Did you get a response? We found that capitals had to be used for the postcode. Not sure if you found a problem 

Like i said If I fill out this form it tells me that I’ve already got a successful application with SSE and it has been credited to my account. So I’m assuming it’s in my old SSE account but when I ask OVO they don’t have a clue and tell me I need to speak to the DWP to apply for it.

BPLightlog
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I don’t think the OVO team would have access to your SSE account. I realise it probably wasn’t chosen but this would operate as a supplier switch in account terms. 
Do you have a final account from SSE? 

The answer is 42 - for anything else bring data
J
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I don’t think the OVO team would have access to your SSE account. I realise it probably wasn’t chosen but this would operate as a supplier switch in account terms. 
Do you have a final account from SSE? 

SSE is part of OVO, so I’d be stunned if they didn’t have access to my old account. My final statement from SSE didn’t include the WHD.

 

Blastoise186
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It is true that SSE’s retail division is part of OVO now, but the systems are still completely separate from each other. As is just about everything else. The only direct link I know of is the transfer process that’s migrating accounts and a few minor features.

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J
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It is true that SSE’s retail division is part of OVO now, but the systems are still completely separate from each other. As is just about everything else. The only direct link I know of is the transfer process that’s migrating accounts and a few minor features.

You’d think that part of the migration planning would include access to customers old SSE accounts for issues such as this. It’s not even that they don’t have access to my old account, they just don’t understand the problem even after I’ve explained multiple times. 

 

Blastoise186
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There is a team that has this access if memory serves. The migrations team has the training and access they need to do basically anything between the two systems.

I will feed this entire thread back via the forum moderators though - they’re our link between OVO and everyone who comes here.

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J
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There is a team that has this access if memory serves. The migrations team has the training and access they need to do basically anything between the two systems.

I will feed this entire thread back via the forum moderators though - they’re our link between OVO and everyone who comes here.

Thank you.

J
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So I took the time last night to write an email explaining the situation and I got a very predictable response. 
 

Hello Mr Bushby,

Thanks for getting in touch with us. My name is Stephanie. I'm a Zero Carbon Living Advisor here at OVO, and I'm happy to help you with this. 

I can see that in your final SSE bill the Warm Home Discount is not visible, so I would advise you contact SSE to discuss this and your migration over to us so we can help sort this for you.

Thanks,

Stephanie

The OVO Team

 

 

And of course when you call the SSE contact number on their website it goes through to OVO again who again didn’t have any clue what I was talking about and then when I asked to be put through to the complaints team I was put on hold for almost an hour before they cut me off. I’ve honestly never came across such a dreadful company in all my life. These payments are really important to people and they’re making an already stressful situation worse. 
 

Frankly what I expect Stephanie to do is take ownership of my problem and resolve it for me. Not just fob me off and get me to go around chasing departments across SSE and OVO. I’m now writing an official complaint to the Ombusdman as my complaint is not being dealt with.

 

 

 

Blastoise186
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I don’t think that agent is able to handle complaints based on the job title.

I’d recommend feeding this through https://ovoenergy.com/feedback and if necessary, use https://sse.co.uk/about-us/sse-and-you/making-a-complaint as well. That’s probably the best option I can think of right now.

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J
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Ok thanks.  I don’t why someone who is not able to deal with a complaint is replying to me.  I honestly believed last night when I emailed a complaint, that there would be a process within OVO where someone could look  at it, realise it’s going to need specialist intervention and escalate it. Instead, they give me duff information and have me chasing around and it’s just unbelievable frankly that a company dealing with the public is so inept I’m looking at getting my account credit refunded and I’m going to go to another provider where they hopefully care about customers.

Blastoise186
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This forum is patrolled primarily by volunteers like myself. We can’t access your account from here. If you have put a complaint in and aren’t happy with the response, you can ask for it to be reviewed again.

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J
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Ok thanks, I do appreciate your input. I don’t normally lose my patience so easily but this is very testing. 

Emmanuelle_OVO
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Hey @Jon.bushby,

 

Really sorry to hear this, 

 

I’ll get Forum_Support to send you a private message.

 

I would advise contacting SSE again as the application was made when you were on supply with them. They’ll also have visibility of your account, payments for Warm Home Discount can take up until the end of March to be paid so it may be that it simply hasn’t been applied to your account yet.

 

However, it’s unusual you’ve seen a message saying it has. Are you able to post a screenshot of that message to this thread?

 

When you applied through SSE did you get any subsequent confirmation emails or information about payment?

Renewable Energy? Big Fan.
J
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J
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I managed to speak to SSE and they said they didn’t have any record of my application lol even though this is the message I get when I fill out the form. 


After much running around someone from OVO has called me this morning and thankfully they seem to wanting to get to the bottom of it for me. I’ve sent them a copy of application receipt email, so hopefully they’ll sort it out for me. 
 

I’m guessing it’s not just me. My concern would be others will be in the same situation and potentially miss out on something they’re relying on.

 

Thanks

G
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Hi I applied for the warm home discount..online Ovo said it has been applied to my account! But I've not had a letter or nor can I see it credited to my account....should I receive a letter? I was with SSE but automatically was moved to Ovo does this matter? 

Blastoise186
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Hey @Ggg ,

Can you check the Charges in detail section of your billing history for each month between October 2022 and now? It might be buried in there somewhere.

I’d also recommend checking all SSE bills from the same period, just in case it was fed into your SSE account. If that’s the case, it will be transferred over to your new OVO account automatically with the rest of your balance.

If you still can’t find it, OVO’s Support Team can take a look for you. https://help.ovoenergy.com 

Securing energy by zapping security bugs... For that is The Blastoise Way!
G
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Thank's I'll look through older bill's see if i can find it ...if not I'll contact Ovo through the link you provided, thank's very much for your help ,G 

A
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I recently received my Warm home discount through one of the grant provider called Warma UK. It is not like the other grants in that you do not get paid directly, but instead receive a one-off discount of £140 when you pay your electricity bill over the winter.

The scheme is divided into two categories: the Core Group and the Broader Group. If your electricity supplier participates in the scheme, you receive the Guarantee Credit component of the Pension Credit, and your or your partner's name is on the bill, you will be considered part of the Core Group. 
You are considered to be a member of the Broader Group if your supplier is a member of the scheme, you live in a low-income household, and you receive any of the qualifying means-tested benefits.

Depending on the group you belong to, there are several procedures for applying for the Warm Home Discount. If you believe you belong to the Core Group, you will receive a letter informing you how to verify your information in order to qualify for the discount.

 

Hope it helps

Tim_OVO
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Userlevel 7

Hi @Amyjones - this sounds like the conventional Warm Home Discount - for anyone looking for more information, see OVO’s guide here. 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6

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