British Gas: Ain't received my warm home discount?

JayKay70

@Jyana or maybe it's a case of the government gives energy firms lots of money for the Warm Home Discount in the beginning of October and the energy firms have until 31 March to pay it out, they leave it right up until the deadline, that way it sits in the bank earning interest.

Sorry, have little trust in the government so it brings my tin foil hat out

Jyana

The money doesn't come from the government though, it's raised through the standing charge like all the other schemes the energy companies run. So I kind of hope they do make interest on it up to the last minute, cos that way they keep customer costs down some. 

Spoonie_Turtle

I would attribute it to British Gas incompetence and being awkward in line with their 6-month billing policy rather than any malice.

It would almost certainly have shown up in the month it was actually applied to your account if they did monthly billing.

nessselbz

JayKay70 said:

Hi, wonder if you can help....

I received a letter in October 2023 saying that i will receive £150 warm home discount by the 31 of March 2024.

On the letter it said i don't have to do anything as it will automatically be done by my energy supplier.

I phoned British Gas as nothing on my payment history shows anything related to a warm home discount and they said to contact the Warm Home Discount scheme.

I phoned both 0800-030-9322 & 0800-030-9323 and it's a automated line saying the Warm Home Discount is now closed.

Any idea who i can contact regarding this?

All the best

Jay

Hi I have the same problem I have rang all numbers and british twice,I am on a prepayment metre and it's not gone on,they say nothing on there system.Does anyone have a number I can ring?kind regards

kklotz

Hi

Same issue here. 
I got my letter in october 2023 confirming my eligibility to the warm home discount. 

I have complained a few times to British Gas for it to be credited and I was informed that it would be credited on the 31 March 2024 but not paid as of yet.

I received a letter from British gas stating that my warm home credit will expire on 7/06/2024 as I haven't brought my smart electric card to the post office. I called this morning to complain to Bristish Gas and informed them that I was on a smart meter and was responded to call Warm Home discount Scheme which the lines are now closed.
I raised a compaint but then offered me a credit to my account of £30 to close my complaint!!! Unbelievable!
I refused, the complaint is still open.

I am going nowehere on getting it resolved...Is there a way to raise a complaint to the Ombusdman?

Kind regards 

Spoonie_Turtle

kklotz said:

Hi

Same issue here. 
I got my letter in october 2023 confirming my eligibility to the warm home discount. 

I have complained a few times to British Gas for it to be credited and I was informed that it would be credited on the 31 March 2024 but not paid as of yet.

I received a letter from British gas stating that my warm home credit will expire on 7/06/2024 as I haven't brought my smart electric card to the post office. I called this morning to complain to Bristish Gas and informed them that I was on a smart meter and was responded to call Warm Home discount Scheme which the lines are now closed.
I raised a compaint but then offered me a credit to my account of £30 to close my complaint!!! Unbelievable!
I refused, the complaint is still open.

I am going nowehere on getting it resolved...Is there a way to raise a complaint to the Ombusdman?

Kind regards 

You have a smart meter but is it in prepay mode or credit mode?  If prepay, do you have a key or card you use to top it up?

kklotz

Spoonie_Turtle said:

kklotz said:

Hi

Same issue here. 
I got my letter in october 2023 confirming my eligibility to the warm home discount. 

I have complained a few times to British Gas for it to be credited and I was informed that it would be credited on the 31 March 2024 but not paid as of yet.

I received a letter from British gas stating that my warm home credit will expire on 7/06/2024 as I haven't brought my smart electric card to the post office. I called this morning to complain to Bristish Gas and informed them that I was on a smart meter and was responded to call Warm Home discount Scheme which the lines are now closed.
I raised a compaint but then offered me a credit to my account of £30 to close my complaint!!! Unbelievable!
I refused, the complaint is still open.

I am going nowehere on getting it resolved...Is there a way to raise a complaint to the Ombusdman?

Kind regards 

You have a smart meter but is it in prepay mode or credit mode?  If prepay, do you have a key or card you use to top it up?

I have a smart meter but doesn't work ...need to keep giving them a reading. Not sure what you mean as I don't have a British Gas card to bring to the post office. I am paying DD mandate/ monthly.

Spoonie_Turtle

kklotz said:

Spoonie_Turtle said:

kklotz said:

Hi

Same issue here. 
I got my letter in october 2023 confirming my eligibility to the warm home discount. 

I have complained a few times to British Gas for it to be credited and I was informed that it would be credited on the 31 March 2024 but not paid as of yet.

I received a letter from British gas stating that my warm home credit will expire on 7/06/2024 as I haven't brought my smart electric card to the post office. I called this morning to complain to Bristish Gas and informed them that I was on a smart meter and was responded to call Warm Home discount Scheme which the lines are now closed.
I raised a compaint but then offered me a credit to my account of £30 to close my complaint!!! Unbelievable!
I refused, the complaint is still open.

I am going nowehere on getting it resolved...Is there a way to raise a complaint to the Ombusdman?

Kind regards 

You have a smart meter but is it in prepay mode or credit mode?  If prepay, do you have a key or card you use to top it up?

I have a smart meter but doesn't work ...need to keep giving them a reading. Not sure what you mean as I don't have a British Gas card to bring to the post office. I am paying DD mandate/ monthly.

Okay so that's probably not prepay then, so their reference to a smart electric card is irrelevant.  Unfortunately I don't know what to suggest.

Just to check, were you with British Gas in August last year?  If you were with somebody else then and switched to BG in the meantime, it would be your old supplier's responsibility to get the payment to you.  (I know it's unlikely to be the case, but just worth asking the question to double check that's not the problem.)

born_again

Could it have anything to do with the change of billing systems @ BG?

Jyana

kklotz said:

Spoonie_Turtle said:

kklotz said:

Hi

Same issue here. 
I got my letter in october 2023 confirming my eligibility to the warm home discount. 

I have complained a few times to British Gas for it to be credited and I was informed that it would be credited on the 31 March 2024 but not paid as of yet.

I received a letter from British gas stating that my warm home credit will expire on 7/06/2024 as I haven't brought my smart electric card to the post office. I called this morning to complain to Bristish Gas and informed them that I was on a smart meter and was responded to call Warm Home discount Scheme which the lines are now closed.
I raised a compaint but then offered me a credit to my account of £30 to close my complaint!!! Unbelievable!
I refused, the complaint is still open.

I am going nowehere on getting it resolved...Is there a way to raise a complaint to the Ombusdman?

Kind regards 

You have a smart meter but is it in prepay mode or credit mode?  If prepay, do you have a key or card you use to top it up?

I have a smart meter but doesn't work ...need to keep giving them a reading. Not sure what you mean as I don't have a British Gas card to bring to the post office. I am paying DD mandate/ monthly.

If you have a normal credit account then all you need to do is ask for an update to date bill to be drawn. That is when it should show the £150 credit being made to your account, the same way they did for the OP of the thread.

If you do have a Smart PP meter, then BG will have sent you a Smart Card when you first registered your account. The WHDs have have all been sent via this card to Smart PP customers by the looks of it from a quick google. Therefore you need to go and present the card at a local Payzone or the post office, then use it on your meter to transfer the funds across. Details on the card, including how to get a replacement, on the link below,

https://www.britishgas.co.uk/help-and-support/meters/help-with-smart-pay-as-you-go#new-smart-card