warm home discount 2022/2023

Loopsnhoops

Hi

I live in England. I was migrated to OVO from SSE in January.

I never recieved a letter informing me of my eligibility for the warm home discount, so as instructed I phoned the warm home discount line provided by the DWP (line now closed) and I was told that I was eligible, I was on the list, I would definitely get the discount, and that I didn't need to call the DWP again and that everything was fine, no issues, don't worry.. and even though I had been migrated from SSE to OVO this would not stop me getting the warm home dicsount. All this they told me. That was two months ago.

I have asked OVO and SSE about the wwarm home discount since, because as yet I still haven't recieved it. But I have got nowhere with their customer service. They either have no idea what the warm home discounbt is, or they confuse it with other schemes, or they tell me to call the DWP warm home discount line (which I have already done as ecplained, and which is now closed). It doesn't help matters that the customer service for OVO appears to be based offshore. Communication is not fluid.

Anyone else waiting? I understand the companies have until the end of this month to pay but time is ticking and I am losing faith...

Spoonie_Turtle

It's been a mess.

In another thread, somebody posted that they stayed on the helpline (even though it sounded like it was closed) and eventually were able to speak to someone.  Maybe that's worth trying.

Which supplier were you with on 21st August 2022?  That's who is responsible for paying it.

Loopsnhoops

Spoonie_Turtle said:

It's been a mess.

In another thread, somebody posted that they stayed on the helpline (even though it sounded like it was closed) and eventually were able to speak to someone.  Maybe that's worth trying.

Which supplier were you with on 21st August 2022?  That's who is responsible for paying it.

Hi. I was with SSE. I am now with OVO. Customer service for both has been bad. Unclear.. rude at times..  and takes an age to get a response. So others also have had issues?

Spoonie_Turtle

Loopsnhoops said:

Spoonie_Turtle said:

It's been a mess.

In another thread, somebody posted that they stayed on the helpline (even though it sounded like it was closed) and eventually were able to speak to someone.  Maybe that's worth trying.

Which supplier were you with on 21st August 2022?  That's who is responsible for paying it.

Hi. I was with SSE. I am now with OVO. Customer service for both has been bad. Unclear.. rude at times..  and takes an age to get a response. So others also have had issues?

Yes, just do a search on this forum and you'll get loads of threads popping up.  Different issues, of all kinds, but far too many people are still waiting for the WHD they were promised.

JohnPo

From speaking to two people I know personally who would have been eligible based on income / size / age of home etc. the first got rejected by DWP helpline as no EPC & property did not show up at the land registry (housing association home, dating back to Victorian times (London)), the other was again a large end terrace early 20th century property - again rejected as no current EPC.

No route to complain or seek redress - so both have given up!

Spoonie_Turtle

JohnPo said:

From speaking to two people I know personally who would have been eligible based on income / size / age of home etc. the first got rejected by DWP helpline as no EPC & property did not show up at the land registry (housing association home, dating back to Victorian times (London)), the other was again a large end terrace early 20th century property - again rejected as no current EPC.

No route to complain or seek redress - so both have given up!

The only possible things would be to complain to their MP, and let MSE know.  MSE are on the case of this year's shambles so any experiences will help as evidence.  And the more MPs hear that the people missing out are not isolated cases, the more chance there is of the process improving for next year.  Because if nothing changes then the same people will keep missing out every year.

I'll see if I can find the thread about MSE, and if there are any contact details.

Edit: found the thread.  No contact details, alas.  https://forums.moneysavingexpert.com/discussion/6424259/warm-home-discount-minister-promises-to-look-at-complaints-after-mse-investigation/p1

JohnPo

Thanks for your suggestions will pass them on, both individuals had seen this link https://www.moneysavingexpert.com/news/2023/02/warm-home-discount-energy-performance-dwp/ and this assisted in their decision to 'give up''

Loopsnhoops

I never got a letter telling me I was eligible for the payment. So I rang the DWP helpline and was told that I was eligible. The call handler at the DWP checked my name and details and said I was definitely on the list to recieve the payment. She said the warm home discount line was busy and there was no need to call again and that my payment would come and that I shouldn't worry. She acknowledged that I had been migrated from SSE to OVO in January but that this was catered for. She said the payment would come via SSE and go to OVO. She said this would happen before the 31st March.

Nothing has been recieved yet and SSE and OVO are not helpful with further details. In fact the foreign call handlers at OVO either don't know what the warm home discount is or keep referring me to the now closed DWP helpline. Even when I tell them I don't need to call the helpline because I have already been told I am eligible and that I will definitely get the payment by the DWP.

Loopsnhoops

I will wait until the 31st and then elevate a complaint to SSE/OVO/Ofgem? and write to my MP/local councillor...

Flutterbygirl

I didn’t receive mine. I had moved house in between & was told the money would be forwarded to my new account by my old supplier. Fortunately my sister moved into my old address obviously registering a new account under her name. She checked her bills and it was paid into her energy account! Good job it’s someone I know. If this has happened to other’s, the money would have gone to complete strangers!