Warm home discount lost application.

vikki2k1

Hi everyone.
I am currently with OVO for gas and electricity.
I received the email to fill in the form for warm home discount on around the 20th of October, and I did so straight away.
I waited until the end of December and still hadn't heard anything from them about it, so I sent an email to enquire.

A few hours later I had a message that they couldn't find any record of my application, did I get an email to confirm that they had received it (no I didn't) they would forward it to the warm home team and contact me with further details.

Cut to today and I have still heard nothing back so I send a polite email to ask if there is anything. I get a reply stating that because they can't find my application, they can't give me the money.

Now I have no idea what to do. It's not my fault that they can't find it, I definitely filled it in correctly and sent it.
Does anyone know what if anything I can do? I've never had this problem before.
Thanks in advance. Sorry for the long post

vikki2k1

anyone have any idea? or is it a lost cause now?

[Deleted User]

Hi,

sorry, can't help much, just wondering if message still in your sent folder, would give you a bit more detail.

vikki2k1

What do you mean? The application? I filled it in from a link they emailed to me of a web form.
It was filled in and submitted to them online.

Their reply was that I should have received an email after submitting it to tell me they have received it, which I didn't and didn't know I should have otherwise I would have contacted them sooner about it.

teddysmum

In the past, I've had a number of situations where I've found that information sent directly via a website has not been received and they do usually send a receipt of communication email.


I wonder whether there is a particular problem with this method , so, if possible, take an email address and send via Outlook, meaning there is a record kept. (This won't help you present situation, but may be of future use.)

Anthorn

vikki2k1 wrote: »

Hi everyone.
I am currently with OVO for gas and electricity.
I received the email to fill in the form for warm home discount on around the 20th of October, and I did so straight away.
I waited until the end of December and still hadn't heard anything from them about it, so I sent an email to enquire.

A few hours later I had a message that they couldn't find any record of my application, did I get an email to confirm that they had received it (no I didn't) they would forward it to the warm home team and contact me with further details.

Cut to today and I have still heard nothing back so I send a polite email to ask if there is anything. I get a reply stating that because they can't find my application, they can't give me the money.

Now I have no idea what to do. It's not my fault that they can't find it, I definitely filled it in correctly and sent it.
Does anyone know what if anything I can do? I've never had this problem before.
Thanks in advance. Sorry for the long post

I'm assuming that you are not in the core group because in that case you would have received the discount automatically and not needed to apply.

You could try appealing to their better nature but that's about it.

Just because you applied doesn't mean you will get it. Ovo are spending government money which is limited and most energy suppliers work on a first come first served and need basis. So it makes sense to apply as soon as applications are open. Applications for 2016/17 are now closed.
https://www.ovoenergy.com/ovo-answers/topics/payments-and-statements/payments/am-i-eligible-for-the-warm-home-discount.html

savemoney

The money is actually from bill payers government doesn't pay anything as far as I am aware.

I applied in September and got mine in December in broader group and I got a email from online form acknowledging the application from my supplier coop within a few days, but that only applies to my supplier every one that does warm home may be different

Anthorn

savemoney wrote: »

The money is actually from bill payers government doesn't pay anything as far as I am aware.

I applied in September and got mine in December in broader group and I got a email from online form acknowledging the application from my supplier coop within a few days, but that only applies to my supplier every one that does warm home may be different

But the government decides the total fund through DECC (Department of Energy and Climate Change). We can therefore quite accurately say that the total amount available to eligible consumers is limited and controlled by government and not essentially controlled by individual energy companies.

vikki2k1

Anthorn wrote: »

I'm assuming that you are not in the core group because in that case you would have received the discount automatically and not needed to apply.

You could try appealing to their better nature but that's about it.

Just because you applied doesn't mean you will get it. Ovo are spending government money which is limited and most energy suppliers work on a first come first served and need basis. So it makes sense to apply as soon as applications are open. Applications for 2016/17 are now closed.
https://www.ovoenergy.com/ovo-answers/topics/payments-and-statements/payments/am-i-eligible-for-the-warm-home-discount.html

I understand that, but when I sent the application to them on the first possible day and they have somehow lost it, then that is rather unfair!

fredandwilma

teddysmum wrote: »

In the past, I've had a number of situations where I've found that information sent directly via a website has not been received and they do usually send a receipt of communication email.


I wonder whether there is a particular problem with this method , so, if possible, take an email address and send via Outlook, meaning there is a record kept. (This won't help you present situation, but may be of future use.)

I don't have any answers to OP's question either, but this year, i didn't receive a confirmation email for some time, either. I'd expected a standard automated reply, so i chased my supplier.

All i can say is, for future applications, i for one, will certainly be chasing my supplier for acknowledgement of receipt of my application.

Equally, your application could get lost in the post without you knowing.

[Deleted User]

Hi,

usually if an email is not delivered you get a message from mailmaster, (or whatever) letting you know, so as you can try again.