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Warm Home Discount is late- Got a letter saying it would be paid in November?

Forum|Forum|2 years ago
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.

Show previous replies

M

MBC

Newcomer

Hi, asking for a friend, they are a core customer but still no WHD payment and cant find their letter, who can they contact about this?

Blastoise186

Super User

https://www.gov.uk/the-warm-home-discount-scheme/if-not-got-discount-for-winter-2023-2024

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S

suecoleman12

Newcomer

When will I get the payment?

Firedog

Super User

Please see this Government page: Warm Home Discount Scheme: If you did not get your discount for winter 2024 to 2025 - GOV.UK

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. |

Blastoise186

Super User

Hi @suecoleman12 ,

The scheme is about to end for this year, so I’d strongly urge you to contact the Warm Home Discount Helpline ASAP. If you’re in England or Wales, the best number to call is 0800 030 9322 which is open Monday to Friday 8am to 6pm. As an 0800 number, it’s free to call from ALL UK Landlines, Mobiles and BT Payphones at all times.

If you’re in Scotland, you’ll need to talk to OVO instead.

Please make this call before the 30th March 2025, otherwise you risk losing out completely.

Hope this helps!

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S

suecoleman12

Newcomer

I was granted the payment however it hasn’t been applied yet Turns out that I was with a different supplier when it was granted and they won’t discuss the matter now I’m no longer a customer and OVO chat line is proving useless!

Blastoise186

Super User

Ahhhh… That’s where it gets sticky…

IIRC it’s the responsibility of the supplier you were with on the qualifying date - somewhere around 11th August 2024 - that counts, not who you’re with now. If you weren’t with OVO on that date, then I’m afraid OVO can’t help you unless you’re in Scotland because OVO wouldn’t have even been told about you, let alone been given the money to pay to you. It’s the other supplier you’d need to challenge.

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