British gas warm home discount scheme

Sherrian

My daughter is post op brain tumour so cannot work, I care for my husband who is disabled, he is NOT on pension credit but last year 2013 we both qualified for the Warm Home Discount Scheme, this was done over the phone by giving details and we did not have to fill out any forms.
For the 2014 discount that you receive by 31st of March, my daughter called British gas towards the end of last year about the scheme... after asking for her details she was told she didn't have to do anything further as she was already on their system.
Soon after I had to fill in a form about the scheme, I couldn't understand why my daughter (who lives with her husband at a different address) was told she didn't have to do anything else as she was on the system, so while I was visiting her I mentioned to her to double check as I had just had to fill a form in to apply... my daughter called British Gas as I was sat there and was told the same again, that she didn't have to do anything as she was on the the system, I was puzzled but thought maybe they had two ways of dealing with their applications, as last year it was done over the phone not by filling out a form.
I received my payment mid March 2014 and asked my daughter if she had received hers, she said she hadn't but had been told it would be before the end of March, she is on a key meter and had been told that she would be given a credit to go on the key.
British Gas have lied about the process twice to my Daughter about the Warm Home Discount Scheme because she never received a payment at all, she has been given false information on the phone when she called them about the scheme.
What makes matters even worse, is that she called them again after the end of March as no payment was received, she was told she hadn't applied ???... she said she had called them, and two different people had told her that she was already on the system and she did not have to do anything further... my daughter asked for all the recorded calls to be listened to at their end to prove that was the case... they got back in touch with her and said she had called them but they did not have any calls relating to the Warm Home Discount Scheme, they were about other matters (a total lie).
I would like to know how many other people they have done this to ??? they are not the only energy supplier to run this scheme so we are all looking at changing supplier.

British Gas were ok with my claim, but my daughter has some arrears to pay off her gas from when she fell ill and could no longer work, she does this through her prepayment meter taking extra, so this payment would have been very helpful... for my daughter to go through the trauma of this on top of being post op brain tumour is appalling... PLEASE DOES ANYONE KNOW IF WE CAN TAKE THIS FURTHER