Warm Home Discount Broader Group (Scotland) DWP Criteria problem.

[Deleted User]

This is quite a long post and I'll be grateful if anyone can help.  If this post would be better on another forum such as Disability or Energy, please move it for me, thank you.

I received an email from my Energy Supplier Octopus (who are very good and very supportive) informing me: 

"Your application was randomly selected for audit and was initially sent to the Department For Work and Pensions (DWP) for verification.  Unfortunately, DWP was not able to verify your application details with the data that they hold for you."

I am on Octopus's Priority Services Register.  Octopus very helpfully arranged for my  documents  (9 of them) to be uploaded sent to their Warm Home Discount Team (whd@agilityeco.co.uk) on my behalf.  My  application is for The Warm Home Discount (Broader Group) Scotland and I am not eligible for the Core Group   I could not fault Octopus in any way at all - they have been excellent and extremely helpful.

I am anxious to understand the reason why DWP were not able to verify my application details. I was worried in case it looked as if I was trying to cheat.  I receive Disability Living Allowance and my low gross annual income is well below the £18723 threshold. 

Octopus gave me the DWP number to check (for my own peace of mind) because I knew I had not cheated and had given truthful information. I telephoned 0800 731 0469 and spoke to a lady called Kerry.  (If I am not allowed to say her name please let me know and I can remove it.)  

Kerry said she would check, put me on hold and spoke to her manager. The manager confirmed that I was not eligible for The Warm Home Discount (Broader Group) Scotland and said the reason was because I was not in receipt of Savings Pension Credit.  This is why, as Kerry  explained to me, that DWP could not verify my information to Octopus Energy.

I tried to explain that the criteria (for Broader Group Scotland)  included  DLA and low income threshold - my gross annual income is well below £18,723.  Kerry was not able to put me through to her manager but was adamant that her manager was right.

I am concerned that DWP seem to be giving out inaccurate information such as this regarding the criteria for Warm Home Discount (Broader Group) Scotland.  Kerry said that Scotland was the same as England for The Core Group (automatic) but was certain that I had to be on a means tested benefit:  "Savings Pension Credit"  for Scotland to be eligible for the Broader Group Scotland Warm Home Discount.

Sadly Kerry felt that I did not like what I was hearing and she was certain that her manager was right.  She referred me back to Octopus - but the problem is not with Octopus as they do not know why DWP could not verify my information.  My application was confirmed as being for the Broader Group and not for the Core Group.

I was unable to explain that all I wanted to understand was why DWP was not able to verify my information. The answer, from when Kerry contacted her manager, was:  "Because I do not receive Savings Pension Credit."

I am upset (not with Octopus) but by not receiving the correct information from DWP.  I asked Kerry if  I could speak to her manager (she could not put me through) and I asked if there was an email address I could contact and she said that there was not.  Several times she insisted that I was not eligible because I did not receive the necessary means tested benefit : "Savings Pension Credit."  I was, understandably, a bit upset, and she insisted that I just did not like what I was hearing.

Although I was upset, I was not rude in any way. I was not being heard and was being pressured into accepting that I was not , for the reason Kerry stated, eligible  for The Warm Home Discount (Broader Group) Scotland  and that is why DWP could not verify my information.

Octopus have all the necessary information but, understandably, they have no access as to why DWP were unable to verify my information.

What can I do if DWP (0800 731 0469) give out inaccurate information?  If anyone can help I shall be very grateful.

kaMelo

The article is for 2022/2023 so I'm not sure if qualification has changed but, for broader group qualification you need to be in receipt of a specific means tested benefit, of which DLA is not.

https://www.moneysavingexpert.com/news/2022/10/scotland-warm-home-discount-150-apply/

Did you qualify last year?

poppy12345

DLA is irrelevant. On the Octopus website is says the following..

If you live in Scotland, are on low income or are in receipt of means-tested benefits, or receive tax credits, you can now apply for the Scottish Warm Home Discount Broader Group. https://octopus.energy/blog/warm-home-discount/

I think it will depend on what they mean by "low Income"

HillStreetBlues

If you are claiming due to low income  the I believe Octopus rules on that after sending them proof of your low income.
The DWP won't know this as if you're not claiming a benefit such as PC they don't need to know your income.

[Deleted User]

kaMelo said:

The article is for 2022/2023 so I'm not sure if qualification has changed but, for broader group qualification you need to be in receipt of a specific means tested benefit, of which DLA is not.

https://www.moneysavingexpert.com/news/2022/10/scotland-warm-home-discount-150-apply/

Did you qualify last year?

Yes, thank you kaMelo.  I qualified last year and the year before.  I receive DLA and I am well below the low income threshold.

Yamor

Are you getting Child Tax Credit? Or Universal Credit?

[Deleted User]

poppy12345 said:

DLA is irrelevant. On the Octopus website is says the following..

If you live in Scotland, are on low income or are in receipt of means-tested benefits, or receive tax credits, you can now apply for the Scottish Warm Home Discount Broader Group. https://octopus.energy/blog/warm-home-discount/

I think it will depend on what they mean by "low Income"

Thank you poppy12345.  The Octopus Energy Criteria for The Broader Group (Scotland) includes DLA and a low income threshold - below £18,723 gross p.a.  To be eligible for the Core Group you have to be in receipt of a means tested benefit.  I applied for The Broader Group as I am not eligible for the Core Group - only the Broader Group with DLA and a gross annual income well below £18,723.

[Deleted User]

HillStreetBlues said:

If you are claiming due to low income  the I believe Octopus rules on that after sending them proof of your low income.
The DWP won't know this as if you're not claiming a benefit such as PC they don't need to know your income.

Thank you HillStreetBlues.  I had already sent, when requested, full details of my DLA  Award and my low income.  I sent the award letters for the current year from DWP for DLA  and the Award letter from The Pensions Service confirming my State Pension amount.  With help from Octopus, my birth certificate and other documents (9 altogether) were submitted.

The problem is that DWP did not verify the accurate information I had submitted because they (Kerry) insisted that, for The Broader Group Scotland, I had to be in receipt of means tested Pension Credit Savings. This is not the case but what can I do if I was not allowed to speak with Kerry's manager and no email address to contact them?   I was anxious about looking as if I was trying to cheat.

Octopus themselves have been reassuring and very helpful but what The DWP told me about the Broader Group Scotland criteria  indicated that they had a different criteria insisting on being in receipt of the means tested Savings Pension Credit.

[Deleted User]

Yamor said:

Are you getting Child Tax Credit? Or Universal Credit?

Thank you for replying Yamor.  I do not receive Child Tax Credit or Universal Credit - I am eligible to apply for The Warm Home Discount Scotland (Broader Group) because I receive DLA and meet the low income criteria -  Less than £18,723 gross p.a. 

The means tested benefit requirement is for people applying for the Core Group.

sheramber

What information so Octopus want DWP to confirm?

If you are not in receipt of a means tested benefit then DWP will not be able to confirm you have a low income.

According to  https://www.gov.uk/the-warm-home-discount-scheme/low-income-scotland

for the Broader Group

You might be eligible if all of the following apply:

• your energy supplier is part of the scheme
• you (or your partner) get certain means-tested benefits or tax credits
• your name (or your partner’s) is on the electricity bill

Your electricity supplier may have extra eligibility criteria. They’ll also tell you which benefits mean you are eligible.

Are you eligible under Octopus' extra eligibility criteria?

Yamor

The criteria mandated by the government only include those on low income if they are entitled to CTC or UC.
Energy providers are entitled to include further groups of people, but I cannot find anything published by Octopus to see if they have included any extra groups. (On their website they tell you to check their application form to see further details, but you can only access the application form if you are an octopus customer living in Scotland.)
Either way, DWP are correct to say that based on government criteria, you are not entitled. If you are, it will only be because of Octopus's own rules.