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.