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Niknakpaddywhack
Rank 1
January 16, 2024
Solved

Warm Home Discount not being added despite me topping up

  • January 16, 2024
  • 18 replies
  • 1221 views

Hi just wanting to find out if anyone else is having bother getting their warm home discount.

I have a pay as you go meter, and i have topped up 5 times  on different days at the same shop , and put the key in the meter each time, but it is not triggering the payment.

Just wondering if there have been any problems regarding this that i’m not aware of, thanks for any help 👍🏼

Best answer by Emmanuelle_OVO

Updated on 14/06/24 by Abby_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. 

 

Customers in Scotland can now register their interest in the WHD Scotland Broader Group for 2024/25. 

 

You can register your interest via this form (if you fall into the Scotland Broader Group) but you can also find more information via these links:

 

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 

 

When the Scottish Broader scheme re-opens we'll contact our customer by email to invite them to apply online. 


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 @cviscara,

 

I understand your frustration, and I’m sorry you haven’t had the best experience with customer support. 

 

Niknakpaddywhack has advised their payment went on after their 6th top up, I’m hoping the same works for you 🤞

 

No and to be honest I can’t be bothered with Customer Service again, all they do is fob you off, I have 6 receipts and they tried to tell me I had only topped up once, no email back,  I will be contacting Ofgem and warm home discount team. I have already contacted Rip Off Britian.

Ofgem don't deal with individual customer issues.

You could start an official complaint 

https://www.ovoenergy.com/feedback

Then after 8 weeks or a deadlock letter you could go to the Energy Ombudsman 

https://www.energyombudsman.org/

Have you received an entitlement letter for your WHD?

 

Jeffus has provided some helpful information here about the complaint procedure. 

18 replies

Blastoise186
Super User
Blastoise186Super User
Super User
January 16, 2024

OVO might be able to dig deeper into this one - let Support know! If needed, they have a backup method which should work.

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!
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    January 17, 2024

    Hi @Niknakpaddywhack 

     

    Sorry to hear about this.

     

    Like Blastoise186 mentions, the Support Team can assist with this if needed, so please do reach out to the team and they’ll do what they can to help here.

    Currently Playing: She's Electric
      N
      Rank 1
      NiknakpaddywhackAuthor
      Rank 1
      January 18, 2024

      yeah i phoned the support team before i made this post, but they just kinda told me to keep topping up and eventually it would work, i did feel slightly fobbed off as i know i’ve topped up at least the right amount of times.

      I’ll try it a few more and if it’s still not sorted i’ll get back in touch with them, thanks for the replies 🙏🏼

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        January 18, 2024

        If you still struggle, let us know here! We have… Magic tricks… That we can deploy if things get desperate.

        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!
          C
          Newcomer
          cviscara
          Newcomer
          January 23, 2024

          I have had the same issue, I topped my key up 6 times, same shop same person, spoke to customer service and they were no help at all, just gave me the number for warm home discount, so I called them and was told that topping up 5 times etc will not work for older key meters. They also said it was law that energy companies have tp pay it. Spoke to customer service again and again they were no help, tried chat bot as well, no help, I emailed them and only a “we have received your email should hear within 48 hrs” that was 2 weeks ago. NO RESPONSE. NO CUSTOMER SERVICE THAT ACTUALLY HELPS, ALLL I WAN’T IS THE £150 I AM ENTITLED TO A VOUCHER WOULD BE GOOD

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          January 23, 2024

          yeah i phoned the support team before i made this post, but they just kinda told me to keep topping up and eventually it would work, i did feel slightly fobbed off as i know i’ve topped up at least the right amount of times.

          I’ll try it a few more and if it’s still not sorted i’ll get back in touch with them, thanks for the replies 🙏🏼

          @Niknakpaddywhack 

          Did you get sorted?

          C
          Newcomer
          cviscara
          Newcomer
          January 23, 2024

          No and to be honest I can’t be bothered with Customer Service again, all they do is fob you off, I have 6 receipts and they tried to tell me I had only topped up once, no email back,  I will be contacting Ofgem and warm home discount team. I have already contacted Rip Off Britian.

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          January 23, 2024

          No and to be honest I can’t be bothered with Customer Service again, all they do is fob you off, I have 6 receipts and they tried to tell me I had only topped up once, no email back,  I will be contacting Ofgem and warm home discount team. I have already contacted Rip Off Britian.

          Ofgem don't deal with individual customer issues.

          You could start an official complaint 

          https://www.ovoenergy.com/feedback

          Then after 8 weeks or a deadlock letter you could go to the Energy Ombudsman 

          https://www.energyombudsman.org/

          Have you received an entitlement letter for your WHD?

          N
          Rank 1
          NiknakpaddywhackAuthor
          Rank 1
          January 23, 2024

          Just to let you guys know, After my 6th top-up it went through 👍

          Thanks for all your replies.

            Emmanuelle_OVO
            Retired Moderator
            Emmanuelle_OVOSolved
            Retired Moderator
            January 24, 2024

            Updated on 14/06/24 by Abby_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. 

             

            Customers in Scotland can now register their interest in the WHD Scotland Broader Group for 2024/25. 

             

            You can register your interest via this form (if you fall into the Scotland Broader Group) but you can also find more information via these links:

             

            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 

             

            When the Scottish Broader scheme re-opens we'll contact our customer by email to invite them to apply online. 


            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 @cviscara,

             

            I understand your frustration, and I’m sorry you haven’t had the best experience with customer support. 

             

            Niknakpaddywhack has advised their payment went on after their 6th top up, I’m hoping the same works for you 🤞

             

            No and to be honest I can’t be bothered with Customer Service again, all they do is fob you off, I have 6 receipts and they tried to tell me I had only topped up once, no email back,  I will be contacting Ofgem and warm home discount team. I have already contacted Rip Off Britian.

            Ofgem don't deal with individual customer issues.

            You could start an official complaint 

            https://www.ovoenergy.com/feedback

            Then after 8 weeks or a deadlock letter you could go to the Energy Ombudsman 

            https://www.energyombudsman.org/

            Have you received an entitlement letter for your WHD?

             

            Jeffus has provided some helpful information here about the complaint procedure. 

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