How long does it take to receive the help with your heating credits?

Hey ​@dellboy54 

Great question, and I’m glad to see Nukecad has already stopped by with some really helpful advice on this.

I hope that’s helped clear that up for you. If you have any other questions, do let us know.

I got my November bill this week OVO beyond in the app confirmed I had successfully claimed for 6 weeks(electricity only) but the bill showed as 0.00 credit. Called OVO call handler tried to be helpful but said they knew nothing about what I could see on the app. He did however credit £5 to my account but said I should come on the forum to try and sort BUT I would more than likely have to call again when I got my December bill - any advice?

Hi ​@Morven63,

I’ve reached out to or Beyond team to ask if they’ve seen this issue happen to any other customers and, if so, what’s been done to fix it. I’ll let you know if I hear back - hopefully next month this shouldn’t be a problem again.

Hi ​@Morven63 

You are just a little early, the credit for November won’t show on your billing untl later this week, or maybe next week.
The last November event was on Sunday 30th Nov, and you need to give the team time to get the gas Calorific Value for that day (which is not published until the next day at the earliest) and then do the calculations etc.

As I point out above the T&C’s state (Term 8.1) that credits for November’s events will show on your account in December. (Not on any bill for November).

The credit will usually show on your live billing between the 5th and the 10th of each month.
So I expect the ‘Little help’ credits for November to show in the next week or so,

In the App it’s under Bills > Charges and Payments > Current billing period >See Details >Other.
It will show up in ‘Other’ once it has been credited.

In rhe online account the credit will first show up in ‘Other Charges’ in the ‘live’ billing for December - the one that says ‘Ends in ## days’.

PS. There were only Four ‘Little Help’ events in November,
( You may posssibly have done 5 by now - depending on what day you picked for this week, but that’s December not November).

Thanks for your help ​@Nukecad, much appreciated.

​@Morven63 the Beyond team have come back to me and said:

It’s causing confusion ng where we have to add an 'opt in' state to the customer’s bill.

The customer will see a £00.00 transaction each time they're confirmed as opted in.

However no credits have been added as of yet. They should hopefully be added in the next week or so.

I hope this helps clear things up.

Just to say that my credit for November has been applied to my account sometime this morning:

(Credits show as minus charges because they are taken from your other charges).

I am a gas customer so that credit is calculated from my actual gas use during the 2-hour events.

Electricity only customers should get the maximum of 4x  65p = £2.60

​@Ben_OVO I’ve had the same issue in both my November and December bills. 

It lists a £0.00 amount for both “A little help with your heating – opt in (includes VAT)” and “Opt In - Beyond Free Heating”.

I thought I’d wait for the December bill to see if the £0.00 on the November bill was rectified. It wasn’t. I received £0.00 on both bills. 

And yes, I opted in each week in each month via the app.

Hey ​@EvanD,

The teams confirmed that payouts began crediting accounts yesterday, so you should already see this reflected in your live account billing. It will also show up on your next statement, depending on the dates it covers. If you still can’t find it by Monday, just reach out, and we’d be happy to help you look into it further. But you should be able to see it now.

​@EvanD 

I’m the same as you. Waited for my December bill and it still says £0.00. I’ve checked what ​@Nukecad said and still nothing. But I have looked at the most up to date info which is dated 8th to 13th December and I can see a credit there. But what happened to November’s credit? And the beginning of December’s? 

Did you actually read what I posted above?
The one that has been marked as the “Best Answer”.

The Terms and Conditions are quite clear - You get each months events added together and credited against your next months billing.

Your bill credit will normally appear on your account in the following month, for example November will be paid in December,

Can anyone explain why when I get emails to pick a two hour slot to receive a little help with my heating and I book slot get reminders yet when I receive my bill there is zero discount applied to my bill 

The £0 thing is so the system knows you’re on it - you can ignore that line.

The real credits show up on a dedicated entry.

Thanks for your question ​@Car1956 and for your help ​@Blastoise186.

​@Car1956 you should see the credits added on your next bill. There’s a link to FAQs and some good information about this here:

Hi ​@Car1956 you can see here what the credit looks like:

 https://uploads-eu-west-1.insided.com/ovo-en/attachment/1157baef-2c39-436d-8507-bec009015007.png

At the top is the credit that I earned in November and was given at the start of December, lower down just anove the Total is the ‘opt-in’ (joining) fee which is £0.00 each month.

The credits earned in December should show on our accounts sometime later this week

A little help with heating, opted in, received reminders emails but got nothing on bills

Have you been selecting time slots each week?

You need to select a new one each week.

Also rmember that the credit earned each month is not applied to your account until the next month.

See the replies here:

It is for electricity, which is not time slotted, OVO said it will automatically credit, but nothing happened 

This is the message I get on app but nothing has happened 

It looks you’ve chosen your time slots for 6 weeks. It should be added to your December bill. As it says that it could take longer, I assume it will appear in your bill very soon. I could see it in my latest bill, but it looks, that it will also appear in my future bills too.

As I understand, it is for gas and time slotted. In cases, when you don’t have gas, or, like me, don’t have smart meter for gas, it adds automatically. But you still needed to chose the time slot each week.

Thanks ​@Nukecad 😁.

​@Car1956 let us know whether you have any further questions, cheers!

Hey ​@Anitawa 

I’m glad to see a few of our community members have already stopped by with some really helpful advice here already, I hope that’s been helpful.

“Your bill credit will normally appear on your account in the following month, for example November will be paid in December, although it could occasionally take longer to credit your account. For Electricity only customers, you will automatically be allocated the 10 kWk cap amount and this will be paid back as a bill credit.”  There are also a couple of similar topics below which might be helpful here:

Let us know if you’ve got any other questions.

Found a credit for 62  not much of a savings really.🤔