Warm Home Discount: Minister promises to look at complaints after MSE investigation

Chrysalis

Sapcotegirl said:

I called the helpline to dispute the fact that in the last few years I’ve been eligible for this, and with no change to my circumstances or finances, I had been dropped from the eligibility list.
When they checked up, they said I WAS indeed eligible and they would action it, but I have no proof of the call and nothing to back it up.

And with the Bulb-to-Octopus takeover, I’ve got no way of arguing  with anybody, especially as this payment is triggered from a government department that is now no longer receiving calls ☹️

That £150 was so badly needed to help keep myself, my 2 children and this house warm 🥹

There is certain entities that can refer people under discretion (as a one off, so would need to do same again the following year), they have not been disclosed who they are, I assume to prevent a flood of calls of people asking directly for it, the only thing mentioned in the consultation is that the suppliers themselves have no discretion, so they are not one of the entities, the help line itself being one would be interesting, please let us know if you end up getting any help.

Bexxie

I received no letter, checked the website which showed eligibility, and called up. took several times to get through, and long waiting times on the phone for the time I did manage to get through. She checked and said I wasn't. I then checked again online on the government site, and pointed that out, so she said she'd do another check and suddenly it shows that I am. I was under all their criteria eligible previous years, was still the same this 22-23. No confirmations like everyone else. No payment like many others. Even though I am eligible under their basic rules I've never had letters over it, I've always had to apply. Which is fine, that always worked.

It worked when electricity companies ran it. As always, the government swooped in, took it over, and it didn't work right for many people, and we've been left out of a necessary scheme that is a great help.

Ombudsmen tell you to contact your electricity provider if you haven't had it, but they have no clue, no information and say contact the government line, yet the government line is not working. No come back for those who didn't get it.

BumpUp

After 5 years of being able to claim £150 when my costs were £40 a month, now around £130 per month and no longer able to get it because I have no EPC which will cost most people £60-£120 just for a certicate and make more money somewhere for the goverment I'm sure, surely lower the cost of this form and help people out on the boardline and work 30 hours a week. 

Spoonie_Turtle

BumpUp said:

After 5 years of being able to claim £150 when my costs were £40 a month, now around £130 per month and no longer able to get it because I have no EPC which will cost most people £60-£120 just for a certicate and make more money somewhere for the goverment I'm sure, surely lower the cost of this form and help people out on the boardline and work 30 hours a week. 

The new system was supposed to be done automatically, no need for an EPC - it was specifically excluded from the calculation precisely because so many people don't have them.  Unfortunately the reality of the automatic system not working for some and the processes they've ill-advisedly put in place mean that in reality some people have ended up needing them anyway.

May I ask what happened with you to make an EPC required?

BumpUp

I waited until February and didn’t get the letter, phoned the help number and the lady said my house has no EPC and yet it’s council band C and my neighbours house has a EPC and it’s a semi like mine with a rating of E. I explained all this to the lady she explained I needed my own EPC and that would be around £120 I don’t qualify even through I have working Tax credit and child tax credit. 

 I haven’t phoned again as she was quite clear unless I have one I’m unable to get any help. I can’t understand how after 5 years and kids still in school it’s changed. Just looked on gov site today and still saying I should qualify! 

Spoonie_Turtle

The only reason you would need an EPC is for them to confirm the size and age details from it for the property calculation.  The process was supposed to work that they would impute details from it based on nearby properties - a mirror image semi-detached house you'd think would be good enough, but there we are.

I'd try phoning again, hold the line even if it says it's closed (obviously not possible if it cuts you off, but otherwise persevere) and just see if you get anywhere.  Reports from people having phoned the helpline indicate they were useless far more often than they were actually helpful so for some it was a case of having to phone repeatedly until they got through to someone who would actually do anything useful.

A complaint to your MP might be advisable, and if all else fails, the press perhaps?  It's pretty scandalous how many people have failed to receive this despite being told by one method or another that they should be eligible.

BumpUp

Many thanks, will try the helpline again. 

Cheekycica

Yes I’ve just enquired with the whd team we’ve received this payment for years now been told we won’t receive it. My disabled partner gets pip we also receive income related esa and housing benefit. We’ve moved on medical grounds from a 2 bed house to a 2 bed bungalow. Our bungalow has no energy performance certificate and never has our address dosnt even show on the gov website where epc are shown? 

We also have an ongoing complaint with energy ombudsman we moved in July 2023 property had token meters in with eon… asked them to take them out & fit smart meters which they did in Aug…. But not commissioned them so they work as smart meters due to no signal. After ringing eon to ask why we had not been billed for electric when paying by direct debit they told us edf had our electricity supply they took it over without our consent!!! Erroneous transfer app. 

Anyway long story short edf tried to transfer bk to eon & couldn’t so eon raised a transfer for edf to accept finally after 5 months we r bk to eon as of 1st dec…as if we’ve never left. But now mucked up our bill for electricity so energy ombudsman looking in to incorrect billing erroneous transfer also smart meters to be commissioned and warm home front grant. 

Going into our 6th month at this property paying separate direct debits on standard tariff waiting on eon to merge accounts & commission meters it’s a bloody joke. All we want is smart meters dual fuel tarriff can’t get either been a complete nightmare now been told after years of receiving whd we can’t have it. Don’t know when our nightmare with supply issues and billing will end hoping energy ombudsman do their job and get it all resolved!

Spoonie_Turtle

Cheekycica said:

Yes I’ve just enquired with the whd team we’ve received this payment for years now been told we won’t receive it. My disabled partner gets pip we also receive income related esa and housing benefit. We’ve moved on medical grounds from a 2 bed house to a 2 bed bungalow. Our bungalow has no energy performance certificate and never has our address dosnt even show on the gov website where epc are shown? 

The EPC is not really relevant, the calculation for whether a property qualifies is done purely based on age, type and size.

The EPC only comes into it as a source of those pieces of information if you need to challenge a decision.

Having received the WHD for years is also irrelevant as they changed the scheme in England and Wales last year to include needing to live in a qualifying property.  Just claiming relevant benefits is no longer enough to qualify someone.

Separately from the WHD, if you're renting then as I understand it an EPC is required by law. 

ninanella

I have been in receipt of the discount until now. I went on the government website and because I have lived here for years I do not have an ECA.  I am in converted house and the one bed flat upstairs identical to mine has an ECA rating E.  I pointed this out to customer support WHD and they asked management if they could use this criteria as opposed to the land registry which has a different build date.  The answer came back no.   We were given no warning about this change and that alone is not acceptable especially if you were looking at your energy bill and relying on it.