Warm home discount scheme payments

HillStreetBlues

The WHD for 22-23  is a complete farce on all fronts.

The deadline for payment is end of March, so many queries for non-payment will be in April, so they close the helpline in Feb!
It's pathetic and gives people unneeded stress.

HillStreetBlues

NonStopStress said:

Hi. Yes I called this morning although it was useless said it was energy companies not paying out, and if edf haven't paid it by 31st to call them (whd helpline) back after that date. It makes it sound like the line is closed but if you keep holding on the line it eventually gives option to speak to someone. 

Thanks for the info, I, like Robbie didn't wait long enough, I doubt we would be the only ones.

strawb_shortcake

annabanana82 said:

Chocmonster7 said:

I called the WHD hotline on 7th February, was told I did qualify even though I didn't have a letter. As I'm on Tax Credits they had to forward it to DWP for confirmation but it would be paid. Fast forward to today when I get a letter from WHD saying they couldn't automatically confirm my eligibility (well no, that's why you were sending it to the DWP!) so I now had to provide proof. Only way to do it is post a copy of my claim so will see what happens. Total mess up.

That's what I had, I saw some guidance that said it was based on salary for the last FY but that wasn't on the letter. I had to send a copy of my last tax credit award notice which shows that I had a valid claim, it does however have my estimated salary which is over the cut off for 3 children, although the letter sent after August had only 2 children as the 3rd was too old for the claim when it was dated. 

As my account is already in credit by a fair amount, and I can manage without the money it all felt more hassle than it's worth - maybe that's their plan

This scheme just gets better and better, following the letter saying I had to prove I was eligible, EON have just emailed me to say I'm getting the WHD. Checked my account and it's already been allocated.

I hope those still in limbo and needing the help get similar updates soon

Crystal16

I am entitled to the WHD but havent received it yet.  I rang the helpline up last week and she confirmed again that I was entitled to it and the problem lies with my energy company. She said the only thing I can do if I havent received it by 31st March is to complain in writing to the address below who should hopefully sort it out, not holding my breathe though

Address if anyone needs it, you need to include your full name and address, date of birth, energy supplier with account number

110552
WHD Scheme
P.O. Box 26965
Glasgow
G1 9BW

Robbie64

The DWP and the energy companies are playing the game called "Passing The Buck". The DWP either no longer want to know (the helpline was supposed to close on 28 February) or say to contact the energy company. The energy company tells the person to contact the DWP.

I've little faith that writing to the above address will make any difference as the Warm Home Discount scheme itself for 2022/23 ends on Friday (31 March).

I've given up on trying to get it and as a result am £150 out of pocket. No doubt the scheme will be called a success when for many it has been a disaster.

Spoonie_Turtle

Trouble is, if the energy company haven't been instructed to pay a certain account, they can't do anything.  They can't just pay an account because the customer says they've recieved notification they're entitled, that's no help at all if the energy company haven't been told.  It's either DWP or BEIS who have to send the instruction, and the chances of getting hold of anyone in either of those departments who can help are slim to none.

Robbie64

After giving up on getting a Warm Home Discount I got an email from EDF this morning...

Good news – you qualify for a rebate!

 You should recently have received a letter to let you know that you qualify for a Warm Home Discount rebate of £150 towards the cost of your electricity usage.

What happens next?

 There's nothing you need to do, we'll add this directly as a credit to your electricity account and confirmation of this will be displayed on your bill.

I assume by "You should recently have received a letter" it means from the DWP. if so, I didn't get a letter.

I wonder if NonStopStress has also received an email (or perhaps a letter is on its way)?

[Deleted User]

Robbie64 said:

After giving up on getting a Warm Home Discount I got an email from EDF this morning...

Good news – you qualify for a rebate!

 You should recently have received a letter to let you know that you qualify for a Warm Home Discount rebate of £150 towards the cost of your electricity usage.

What happens next?

 There's nothing you need to do, we'll add this directly as a credit to your electricity account and confirmation of this will be displayed on your bill.

I assume by "You should recently have received a letter" it means from the DWP. if so, I didn't get a letter.

I wonder if NonStopStress has also received an email (or perhaps a letter is on its way)?

Hi, I'm pleased you are receiving but no I haven't, EDF have already told me I'm not on their list. I'll just have to wait see if my complaints to EDF/Gov whds/Local MP, come of anything over the next month or so. The 150 is sitting around somewhere because I was already told I'm receiving in November. I imagine they'll be many people in same situation as me and I hope they all put complaints in, then maybe next time they'll get it right. 
The worst part is I've been paying £12.50 a month less (150 ÷ 12) over the past year knowing I'm getting the discount, now I need to find the money to catch up on the arrears incase this discount is never found. They've really messed it up this year, I would rather they had said I'm not eligible in November then I wouldn't of planned for it. 

[Deleted User]

Spoonie_Turtle said:

Trouble is, if the energy company haven't been instructed to pay a certain account, they can't do anything.  They can't just pay an account because the customer says they've recieved notification they're entitled, that's no help at all if the energy company haven't been told.  It's either DWP or BEIS who have to send the instruction, and the chances of getting hold of anyone in either of those departments who can help are slim to none.

Hi, getting hold of someone wasn't the issue for me but as someone else said "they play pass the buck" blame each other. And my recent phonecall to Gov WHDS helpline she said have no way to check if I'd even rang in November or if I was told eligible, wouldn't take my details and actually hung up on me! This is the way dwp/government treat nobody's like me unfortunately.
Who is BEIS? I tried looking online but couldn't find!

Spoonie_Turtle

[Deleted User] said:

Spoonie_Turtle said:

Trouble is, if the energy company haven't been instructed to pay a certain account, they can't do anything.  They can't just pay an account because the customer says they've recieved notification they're entitled, that's no help at all if the energy company haven't been told.  It's either DWP or BEIS who have to send the instruction, and the chances of getting hold of anyone in either of those departments who can help are slim to none.

Hi, getting hold of someone wasn't the issue for me but as someone else said "they play pass the buck" blame each other. And my recent phonecall to Gov WHDS helpline she said have no way to check if I'd even rang in November or if I was told eligible, wouldn't take my details and actually hung up on me! This is the way dwp/government treat nobody's like me unfortunately.
Who is BEIS? I tried looking online but couldn't find!

I understand that, which is partly why I explained so you know the energy company couldn't do anything other than pass the buck.  Your grievance is with whichever government dept that sent out the letter and didn't tell your energy company to pay you.  It could even be possible your letter was maybe a mistake - we've heard of them sent to people who didn't claim income-related benefits so who knows?

Somebody else in one of the threads did have success with the helpline where the call handler took their details and actually made a difference, I wonder if it could be worth trying a few different times to see if you manage to get anyone different?  Only if you're well enough to try, of course.

BEIS is the Department for Business, Energy and Industrial Strategy.  They're the ones who did the WHD reform and put the energy help into place (the £400 EBSS, £200 AFP, the electricity and gas unit discount), things like that.  I don't know if they have any public-facing contact at all, I don't know if it's them or DWP responsible for the helpline.