Warm Home Discount delay

Hey @hallokath,

We’ve temporarily paused payments but aim to re-start payments over the next few days:

We’re pausing Warm Home Discount (WHD) payments for now
 
What’s happened?

We’ve noticed an issue with the VAT applied to WHD transactions, so we’ve made a change to make sure VAT is being applied correctly.

What have we done to fix this?

We’ve temporarily paused WHD payments while we fix the issue. We’ve also created two new transactions which will replace the existing WHD transactions, which clearly describe how VAT is calculated. 
 
The payments will be applied at £142.86 with VAT calculated at 5%, which is an additional £7.14. The total payment customers will receive is £150. 
 
For Core Group (customers notified to us by the Department of Work and Pension as eligible) customers we’ll use the following transaction:

• £150 Warm Home Discount CG13 (£142.86 + £7.14 VAT)

For Broader Group (customers in Scotland who have applied to OVO for WHD) customers, we’ll use this transaction:

• £150 Warm Home Discount BG13 (£142.86 + £7.14 VAT)

The payment is applied prior to VAT being added to the bill, so the amount is added as £142.86 and then the VAT attributed is 5% at £7.14. For example:

We’ll give another update soon and will aim to restart payments over the next few days. 

I’m having no luck trying to apply the Warm Home Discount to my electricity key. The email from OVO said “Top up your electricity key at your usual Paypoint- it can be any amount from about £1 upwards Repeat step 1 (above) over different days, until you've made 3-5 top-ups in total”.

I have tried this for 3 days in a row at the same shop, yet still no discount applied to my key. This is very challenging as I am a full time carer in a home with disabilities and it’s hard to get out to do this. 

Has anybody else had this issue? It might be easier if OVO just sent a code you could scan and get it done with one outing to the shop.

Hey @Zonnely ,

Try OVO PAYG Support for this, they can help. If you call 0330 175 9669 or use Live Chat via https://ovoenergy.com/help during the week, they can fix this with you.

Thanks Blastoise, I may have to try that if I don’t find a solution in the meantime.

np. Try a couple more top-ups in the meantime. Remote Token Issue transactions via this method usually require four visits to the shop rather than three.

Try two more times at the same shop - you might get lucky.

Thanks again Blastoise, unfortunately the local shop has a £5 minimum spend on top ups. Do you know if I’m not suppose to put the key in our meter after each visit? Or should I be doing all 4 separate visits before slotting the the key into the meter?

You do need to put the key in each time after each visit - otherwise the codes may overwrite each other.

Ok thanks again, I thought it was OK to do that but just started second guessing my methods when it wasn’t working. I’m going to try another top up tomorrow.

Hey @Zonnely 

Sorry to hear about the trouble you’re having getting the Warm Home Discount onto the electric key.

Did you top up again over the weekend and did it work? If not, definitely get in touch with the Support Team, as they’ll be able to help get this applied to the key.

Thanks for the help so far. I put £5 on the electric key for the 6th day in a row now and still my meter is only seeing the same £5 I keep putting on and not the WHD that’s supposed to apply. Does anyone know if the WHD is applied to the key in a non monetary code versus straight credit? That may explain why only the credit I purchase is going on, and not the WHD.