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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

Show previous replies
O
Newcomer
Old Smokie
Newcomer
January 30, 2024

What is going on with the warm home discount.

I received an email on the 16 December 2023 saying is was being paid and that I had to top 5 or more time for the payment to be added to my electricity key. More than a dozen top ups later and still no payment added to my key ?

 

I cannot get through the switch board to speak to a human. Ended up emailing, the customer service is appaling nothing but buck passing from one  to the other and excuses. We’ll call you back they say they never do.

 

I was originally with SSE and there were no problems with the WHD, but since OVO took over nothing but problems. I am aware that other people are having similar problems to me.

 

If  I cannot get this sorted I will be changing suppliers. Disgraceful

J
Newcomer
Jacekzeto
Newcomer
January 30, 2024

Hello. I have a big problem with the Honeywell AS302P counter. I topped up the counter but I can't start it because a message pops up asking me to enter a consumer pin. There was nothing like this before. Maybe someone can tell me what to do because I don't have electricity at the moment. Thank you in advance for your help.

Blastoise186
Super User
Blastoise186Super User
Super User
January 30, 2024

That sounds like a fault to me. Let the Support Team know in the morning and they’ll get someone out.

If you URGENTLY need the power back on, call 105.

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!
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    January 31, 2024

    Are you back on supply @Jacekzeto?

    Renewable Energy? Big Fan.
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    January 31, 2024

    Hey @Old Smokie 

     

    I’m really sorry to hear about this, and like you mentioned, unfortunately you are not alone in this situation. 

     

    The quickest way will most likely be to contact the Support Team via webchat, our Support team’s web messaging and WhatsApp opening hours are:

    • 8am - 6pm Monday to Friday 

    • 9am - 2pm on Saturdays
       

    You can see all open contact channels via our Help Centre. 

     

    Let us know how you get on.

    Currently Playing: She's Electric
    O
    Newcomer
    Old Smokie
    Newcomer
    January 31, 2024

    tried the above you mentioned and as usual a complete waste of time. I had a webchat with someone from warm home discount team, they  told me I would have to wait until March for payment by cheque, then I am told OVO have not received a signal from the key meter thats why its not topping up ? worked fine with SSE.

    Then I was offered a new smart meter as I have an old key meter, I have had both smart meter and direct debit before and they have been a nightmare to deal with nothing but problems, I will not believe any guarantees given by OVO as I have heard it all before.

    lastly told I could register online with OVO to manage my account, I have tried several times and it keeps telling me that my account number is wrong.

    I’ll be looking for a new supplier

    O
    Newcomer
    Old Smokie
    Newcomer
    February 6, 2024

    why has my original post been merged with this one ?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    February 7, 2024

    why has my original post been merged with this one ?

    It’s a weekly process to keep the forum tidy and makes searching far easier.

    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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