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Anonymous
December 1, 2023
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Warm Home Discount is late- Got a letter saying it would be paid in November?

  • December 1, 2023
  • 62 replies
  • 3246 views

I'm at the end of my tether with OVO. I applied for the Warm Home Discount on 04 Oct 23, and I received an e-mail on the same day saying I had qualified for it and I would receive it by 15 Nov 23. I still haven't received it. I've spent the last 2 weeks phoning, e-mailing and having web chats with OVO. I've been given excuse after excuse why I haven't received it, all of them different. I thought I was getting somewhere about 1 week ago when I spoke with an OVO staff member who went through my application with me and told me everything was in order and that I should have received it. He said he'd look into it and get back to me, but I never heard from again. I've tried to complain, but I get generic replies. One staff member from the complaints team e-mailed me yesterday saying she has tried to call me but can't get through. She tried to call me once and she left a voicemail. The number she left to call her back was a general number and when I phoned it, they had no idea who she was or how to get in touch with her. I've been getting the WHD for 3 years now and SSE always paid it within 2-3 weeks of applying for it, but here I am 2 months later and OVO don't even know what they are doing. OVO have really dropped the ball on this.

    Best answer by Emmanuelle_OVO

    Updated on 08/10/24 by Emmanuelle_OVO:

     

    What is the Warm Home Discount (WHD)?

     

    The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most.

     

    The Warm Home Discount (WHD) scheme is closed for the scheme year 2023/24 and will reopen again later this year. 

     

    The Warm Home Discount (Broader Group) has now opened to applications from our customers based in Scotland.

     

    Customers can apply online here. 

     

    Broader Group Eligibility Criteria can be found here.
     

    We encourage all customers who believe they fall into the Broader group (Scotland Only) to apply online via the OVO and Boost websites. 

     

    However, If a customer needs some assistance completing their WHD application please contact our support team. 

     

    OVO Broader Group: https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme 

     

    Boost Broader Group: https://www.boostpower.co.uk/help/support/how-do-i-get-the-warm-home-discount 

     

    Ways to get financial support

     

    If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here.

     

    How do I register for the Priority Services Register (PSR)?

     

    Check out the Customer Support package here: https://winter-support-package.ovoenergy.com/

     

    Hey @BennyM,

     

    Sorry for the issues you’re having,

     

    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. 

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

    62 replies

    Show previous replies
    J
    Newcomer
    JDGP
    Newcomer
    December 21, 2023

    It is very frustrating and feels like any complaint or request for information goes into a black hole. I hope someone will be able to give us some advice on this forum. Good luck! 

    M
    Rank 2
    mrsparkles5481
    December 21, 2023

    Hey @BennyM,

     

    Sorry for the issues you’re having,

     

    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. 

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

    Last update as to why I hadn’t had mine as at November 29th was this response. December 21st now and STILL no sign of my WHD. I am very close to making an official complaint about the situation.  Straight and honest answers about the reasons behind the very long delay would be appreciated.

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    December 22, 2023

    Hi @mrsparkles5481 @JDGP 

     

    Sorry to hear you’re both still awaiting your Warm Home Discount payment.

     

    I know there was an issue that did cause some delays, but we don’t have access to accounts here at the Forum so we’d suggest getting back in touch with the Support Team about this as they should be able to provide you with an updated timeframe.

    Currently Playing: She's Electric
    J
    Newcomer
    JDGP
    Newcomer
    December 22, 2023

    @Abby_OVO thanks for the post. I’m struggling with Support Team. They don’t seem to know much or give varying levels of answers.
     

    to be honest and excuse the pun - I don’t have the energy to continue to contact them with no resolution. 
     

    I have an outstanding issue, which has arisen due at OVO side not of my making which is causing me a great deal of stress and additional worry about my bills. It has been unresolved for around 6 months now. 
     

    As the Warm Home Discount is meant to support customers, being told it will be credited in March 2024 as j was told this week by Ovo Support is not a helpful.

     altogether a poor show from Ovo. 

    M
    Rank 2
    mrsparkles5481
    December 22, 2023

    Hi @mrsparkles5481 @JDGP 

     

    Sorry to hear you’re both still awaiting your Warm Home Discount payment.

     

    I know there was an issue that did cause some delays, but we don’t have access to accounts here at the Forum so we’d suggest getting back in touch with the Support Team about this as they should be able to provide you with an updated timeframe.

    I will be escalating to a formal complaint. As others have said here,the Support Team provide conflicting information EVERY time you contact them and the delay is completely unacceptable. I’d furthermore suggest compensation should this drag on any longer. 


    My energy provider last year (I was with Utilita until I moved in January 2023 when my new home ‘s energy was provided by SSE) confirmed the WHD and fulfilled it within two weeks. This is substandard service from Ovo.

    Firedog
    Super User
    FiredogSuper User
    Super User
    December 22, 2023

    It’s sad that some customers haven’t yet received the WHD they were expecting and probably banking on. However, I’d point out that there was a very good reason why some payments have been delayed beyond the deadline OVO may have notified. Their only fault was writing “We’ll get your discount to you by ...” when it would with hindsight have been wiser to say “we aim to get your discount to you ...”. 

    OVO have a few weeks yet to comply with the rules for the discount, so I suspect that entering a complaint won’t make the payment appear any earlier. It may even make matters worse, by adding to the already unbearable pressure on the complaints department. A complaint may have the effect of stopping all transactions on an account until the complaint has been resolved, and this may include occasional payments like WHD.

    I can only suggest that affected customers try to be patient. If any of those whose payment has been delayed have now received it, it would be good if they could come back here and say so.

     

    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. |
      M
      Rank 2
      mrsparkles5481
      December 22, 2023

      It’s sad that some customers haven’t yet received the WHD they were expecting and probably banking on. However, I’d point out that there was a very good reason why some payments have been delayed beyond the deadline OVO may have notified. Their only fault was writing “We’ll get your discount to you by ...” when it would with hindsight have been wiser to say “we aim to get your discount to you ...”. 

      OVO have a few weeks yet to comply with the rules for the discount, so I suspect that entering a complaint won’t make the payment appear any earlier. It may even make matters worse, by adding to the already unbearable pressure on the complaints department. A complaint may have the effect of stopping all transactions on an account until the complaint has been resolved, and this may include occasional payments like WHD.

      I can only suggest that affected customers try to be patient. If any of those whose payment has been delayed have now received it, it would be good if they could come back here and say so.

       

      That doesn’t excuse the poor show. So appreciated but still reserve the right to complain.

      J
      Newcomer
      JDGP
      Newcomer
      December 22, 2023

      @Firedog I agree there may have been a good reason and of course careful wording is always important.
      However consistent communication within OVO support has been my issue. 


      the underlying issue for my query about the WHD is that Ovo have not resolved an outstanding problem with my account and meter,  I am concerned that the discount will be applied to the wrong account and I will then have  to spend effort to rectify this - when I have tried to check any details i have been told about the dates.
       

      The dates are important but there’s layers to my complaint and the frustration increases and just adds to the overall terrible experience  

       

      K
      Newcomer
      Kris67
      Newcomer
      December 23, 2023

      I got an email saying that my warm home discount would automatically go on my pre payment meter after topping up 3 to 5 times but it hasn't and I rang up yesterday and the woman said she was sorry and was going to raise a complaint but I haven't heard anything else 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      December 23, 2023

      Hi @Kris67 ,

      Please note that the OVO Forum is currently in Hibernation Mode for Christmas and New Year. The response times for Forum Volunteers such as myself may be slower to respond than usual during this time and our service here may be limited. There will also be limited or no responses from the Forum Moderators during this time and their responses may be delayed. Thanks in advance for your understanding. We’d also like to wish you a Merry Christmas and a Happy New Year from the Forum Moderators and Volunteers of the OVO Forum.

      This is something that’s been mentioned a couple of times now. I’ll try to ask backstage but it’s unlikely I’ll be able to get any updates there until at least the 2nd January.

      Are you OK to hang on for a couple of weeks? I’m really sorry about this, but with basically 98% of the UK now shut down until January, that’s the earliest chance I can get to ask about this.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
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