Warm home discount

Chrysalis

It looks like the DWP contact the individual who qualifies (which worked, you got the letter), and also contact the supplier somehow (not sure how this is done), and it seems this second step has failed.

I would try to get MP to help, as this seems a failure within the system the government setup.

__Selina__

Chrysalis said:

It looks like the DWP contact the individual who qualifies (which worked, you got the letter), and also contact the supplier somehow (not sure how this is done), and it seems this second step has failed.

I would try to get MP to help, as this seems a failure within the system the government setup.

My last message mentions that my local MP is trying to help atm  

Loopsnhoops

I was with SSE in August 2022. I am now with OVO (migration was in January this year). I havent recieved my warm home discount (WHD). I didn't get a letter but was told via DWP helpline I would be getting the payment. Emails to SSE and OVO and Ofgem are ignored or in the case of SSE or OVO their replies just send you around in circles i.e. they confuse WHD with EBSS or they tell you to call the now closed DWP WHD helpine or they ignore the email. Ofgem have ignored or not responded to a dozen emails on this issue from me.

__Selina__

Loopsnhoops said:

I was with SSE in August 2022. I am now with OVO (migration was in January this year). I havent recieved my warm home discount (WHD). I didn't get a letter but was told via DWP helpline I would be getting the payment. Emails to SSE and OVO and Ofgem are ignored or in the case of SSE or OVO their replies just send you around in circles i.e. they confuse WHD with EBSS or they tell you to call the now closed DWP WHD helpine or they ignore the email. Ofgem have ignored or not responded to a dozen emails on this issue from me.

It's really frustrating for sure

Loopsnhoops

Still no warm home discount..   helpine is closed..

SSE have ignored a dozen emails (I have sent to correct email addresses - I get the standard 'we will deal with this in x days auto email response).. likewise Ofgem have not responded to a dozen emails..  OVO SOMETIMES answer but EVERY time they confuse WHD with EBSS, and it is just pointless..

And surprise..  my MP hasn't answered either.

What next?

Spoonie_Turtle

Loopsnhoops said:

What next?

I thought MPs were the last resort, but perhaps not - maybe local news, consumer affairs programme, newspaper journalist who covers this kind of thing, etc. … ?

__Selina__

I've now had a reply from the Ofgem Warm Home Discount Team by email, saying I need to deal with this with my energy supplier. But my energy supplier (Octopus) is still saying that unless they hear from the DWP by the end of this month, I'm not getting the discount. Ofgem WHDT also says I can alternatively complain about my supplier. No update from my local MP. It's just nuts. 

Chrysalis

__Selina__ said:

I've now had a reply from the Ofgem Warm Home Discount Team by email, saying I need to deal with this with my energy supplier. But my energy supplier (Octopus) is still saying that unless they hear from the DWP by the end of this month, I'm not getting the discount. Ofgem WHDT also says I can alternatively complain about my supplier. No update from my local MP. It's just nuts. 

Given the advice from Ofgem, you could escalate an official complaint with the supplier, than the ombudsman becomes an option.  I think the Ofgem reply is a bit of a "pass the buck" exercise, but ideally would like to see the full wording of what you sent to them and their full reply (private details censored of course).

__Selina__

Chrysalis said:

__Selina__ said:

I've now had a reply from the Ofgem Warm Home Discount Team by email, saying I need to deal with this with my energy supplier. But my energy supplier (Octopus) is still saying that unless they hear from the DWP by the end of this month, I'm not getting the discount. Ofgem WHDT also says I can alternatively complain about my supplier. No update from my local MP. It's just nuts. 

Given the advice from Ofgem, you could escalate an official complaint with the supplier, than the ombudsman becomes an option.  I think the Ofgem reply is a bit of a "pass the buck" exercise, but ideally would like to see the full wording of what you sent to them and their full reply (private details censored of course).

I didn't want to complain about Octopus, as it doesn't seem fair if it's the DWP in the wrong by not telling them to give me the discount. But I may have to!

Here's my email to them:

Hi there, I received a letter in November saying I would automatically get the Warm Home Discount applied by my energy supplier. However, Octopus has not applied it and says they haven't received confirmation from the DWP that I am getting it (despite me sending them proof - the letter I received). What can I do please? They say if the DWP don't give me the info by the end of April (as in the attached email) then I won't get the discount! I don't understand how this can be, when I have given them proof? I attach the proof here too. 

And their reply:

Good morning,

Thank you for contacting the Warm Home Discount team at Ofgem. We administer the Warm Home Discount (WHD) scheme on behalf of the Department of Energy Security and Net Zero (formerly the Department for Business, Energy and Industrial Strategy). You can read more about our role on our website.

Please note that whilst Ofgem administers WHD we do not have sight of, nor are involved in contractual arrangements between the energy companies and consumers.

The Warm Home Discount scheme (2022-23) closed on 31st March 2023. This means that if you were eligible under a Core Group this year, your supplier should have been notified of your eligibility before or on 31st March. From there, suppliers still have time to grant the Discount to eligible consumers – this means you could still receive it.

If you were notified that you would receive the Discount this year, but you haven't yet, then we would recommend you contact your supplier to find out whether you may still receive it. If not, they might be able to offer you alternative support. If you are not happy with the response, or if you believe your supplier has unfairly withheld the discount from you, you can make a complaint.

To make a complaint about your supplier, follow the information on our website here: Make a complaint about your energy supplier | Ofgem.

If you would like to make a complaint about the WHD scheme administration, you should write to complaints@beis.gov.uk.

There may be other schemes which you could benefit from - there are details on the Simple Energy Advice website. Citizens Advice may also provide you with information on saving money on energy bills. Finally, there is more information on support for consumers on our website, including switching supplier.

More information about next year's scheme (2023-24) will be published on our website in due course. 

Kind regards,

Ewan

Engagement Analyst

Delivery & Schemes

Commonwealth House

32 Albion Street

Glasgow

G1 1LH

www.ofgem.gov.uk

siverbuthappy

I received a letter about the warm home discount asking me to ring them.
When I rang they asked me some questions and then told me that they had approved me to receive it. They said they would send the relevant information to my energy company. When the money didn’t arrive in my electric account I rang and was told I needed to contact the warm home discount team. Sadly when I did there was just a message on it saying the warm home discount scheme had now closed and to contact your supplier. No matter who I try to contact no one seems to know how I trace this payment. Expecting this money to be credited to my energy account I used more electric to keep warm during the winter. Now I am left having to find extra money which means cutting down on the food I buy. At 75 years old it is not a good place to be in.
Are others having the same problem with this payment? 
What can I do to trace it?
I feel like I am walking into a brick wall!!!!