F.A.Q.

Warm Home Discount FAQ

  • 26 June 2019
  • 27 replies
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*UPDATED on 29/11/2019*

2019/2020 Warm Home Discount Applications live! Find the application here!

 

 

What is the Warm Home Discount?

The Warm Home Discount (WHD), is a government scheme that gives customers extra help to those who struggle with the cost of their energy. It’s a regulated process by Ofgem and if you’re eligible you’ll receive a one-off payment of £140.

Am I eligible?

There are two groups the WHD scheme is divided into, the Core group and Broader group.

Core Group - The Core Group is for customers who are in receipt of the Guarantee Credit element of Pension Credit. You’ll automatically receive this payment, and have a confirmation letter from the DWP (Department of Working Pensions) to let you know you don’t need to apply for this.

If you’re on supply with Boost on the on a certain date (this is to be confirmed later on in the year) then it’ll be us that makes this payment to you. If you weren’t with us, then your previous supplier will issue this payment to you. You’ll need to contact them for further details on how you’ll receive this.

Broader Group - Broader group customers will need to submit an application each year that they’re with us. We have a detailed list of what meets our eligibility criteria on our website here.

If you’re eligible, you can submit an application on our website in the Autumn.

When can I submit my application?

We open our application window in the Autumn, but you can add yourself to our pre-register.

What’s the difference between pre-register and applications?

You can register your interest on our pre-register here, this will let us know that you’d like to apply for the WHD. We’ll then send you an email to let you know when it’s time to submit your application.

Can I have it on both my gas and electric?

Last year, we gave customers the option to select which fuel they’d prefer to have their credit added to during the application process. If this wasn't select it would automatically be applied to the electric and could not be changed after. We’re hoping to be able to offer this again this year!

When will I receive the payment?

The aim is to make payments within 6 weeks from when a customer has been accepted for the payment. In recent years our final payment date has been the 31st March. We expect this to be the same again this year, however this will be confirmed when we open up our applications.

How do Boost pay my WHD?

It depends on what meters you have, to how you receive the payment.

Smart Meters

With smart meters we can access them remotely, which means we’ll automatically add the payment to either your PAYG+ all online account, or to your electricity and/or gas meter.

You’ll receive an email to let you know we’ve done this, and also view the payment in your top up history.

Traditional Meters

Electricity - Payments being made to customers with electricity traditional meters, will receive a letter in the post advising them we’ve sent a “special action" to apply the credit to their key.

You’ll need to top up at the same PayPoint for the next 3-5 top ups (all to be done on different days) this will then pull the message through onto your key, and apply to the meter when you insert the key.

Gas - Adding WHD to a gas traditional meter is very similar. Except we’ll send the payment to the last PayPoint you topped up at. We’ll let you know when it’s ready and all you need to do is head to the shop with you card.

The cashier will then perform a 0 Vend, some customers may be familiar with the process, but for those who aren’t this is what they do:

 

  • Retailer inserts customers Boost or OVO Energy Card into the PayPoint terminal
  • Selects the amount of top up (£0.00) and presses confirm
  • Retailer removes card and hands receipt and card to customer
  • Please then check your receipt displays message received or message acknowledged

If they experience any issues they need to call the PayPoint Helpline on 0800 310 0000.

I’ve switched away, will I still get the payment?

Core Group - You’ll receive this payment regardless of who’s you’re supplier. It’ll just depend on who’s the supplier on the specific date (TBC) as to who makes this payment to you.

Broader Group - If you apply for the Warm Home Discount, you're accepted through Boost and then decided to switch to another energy supplier before we make the payment, your application will be cancelled automatically.

Why have I been asked to send extra documents?

Ofgem ask all suppliers to collect evidence from 5-10% of their customers. Our customers are selected at random and we always ask customers for these documents way in advance before the payment date. We also recommend sending in photocopies and not original documents into us.

If the documents aren’t received within the time frame given, then the application will be withdrawn and a payment won’t be made.


27 replies

I applied for the warm home discount and haven't had a conformation e mail... do I need to phone and speak to someone...
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We haven't opened this years Warm Home Discount applications yet, @Debbieg, take a look at this topic for more info! 🙂
No sorry I didn't make it clear I meant I applied last year for this year...I received the 140 for last year... and I believe for this year you will be paying out soon...😀
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That's right, @Debbieg, the application window often opens September/October time, so you'll be able to apply soon!

You will need to apply again this year, applications don't carry over year to year, as your circumstances may change.

Thanks,
Ed
hi ive applied 2 years running for the whd but still waiting a response ive come to the conclusion boost is the worst supplier out to get in contact with and for them to reply will be looking for another supplier who will give me the warm home discount i got it of my previous one so i know im elegible for it so annoying
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@Angie1964, the application window hasn't opened just yet, but it normally opens in October.

You can pre-register your interest now, which means we'll send you an email when you're ready to apply, but please note that this isn't the full application: https://www.boostpower.co.uk/help/topics/payments-and-statements/payments/how-do-i-get-the-warm-home-discount.html

Thanks,
Ed

I received  an email on the 17th October saying boost have received my application and will be in touch within 5 working days. I still haven’t heard anything; does this mean I’m not entitled to it? I’m a single mum to two children under the age of 2. 

my account info

Exactly the same have sent emails to chase and Facebook messages! Customer service doesn’t seem to be boosts strength 

Have been moved over from economy energy to boost (didnt know this) how do I find out my boost account number I've had no emails or post 

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Hey @gillywills2562 and @Sonia92,

 

I’ve moved your question here to help answer your question. It sounds like you’ve got access to our Boost app going by your topic title.

 

The best way to find your account number is via the profile section of the app. It’ll be a 7 digit number.

If you still can’t find it, pop the Boost team a message via Facebook here, and they should be able to help you.

 

Thanks,

Bradley 

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Hey @Lcorbin97 & @MARTPRID 

 

I’ve moved your question here to help.

 

Some of our replies to the Warm Home Discount applications were being received in our customers Spam/Junk email folder. Have you checked here to see if you got a response?

 

If not, if you pop us a message via our Facebook link above and we’ll chase this up for you.

 

Hope this helps,

Bradley 

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When are payments being made for this year plz i got accepted 3 weeks ago just wondering when i will get my payment onto my gas card plz regards Rebecca

hi there I applied for my warm home discount and received an email on the 18th October telling me good news im getting £140 im just wondering how long its gonna taker to be applied to my meter many thanks 

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6 weeks normally, it does tell you on acceptance email

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Hi I applied on the24th October and was told by email my application had been received and that I'd recieve a letter within 5working days but as yet have heard nothing please help 

Thank you 

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Hey @Beccs38,

 

Whilst we have until the end of March to get the payments out, we’re aiming to get the payments made to customers within 6 weeks of being accepted! Sounds like we’ll be getting your payment to you in the next 3 weeks.

 

You don't need to do anything else, the rest will happen automatically!

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That's great thank u I'm on the old style gas meter though will i juat have to top up my card a couple of times like last year and it will auto go on ? 

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That's great thank u I'm on the old style gas meter though will i juat have to top up my card a couple of times like last year and it will auto go on ? 

That will most likely be the case, @Beccs38 !

We’ll get a communication out to you, closer to the time, letting you know how to collect it.

 

Cheers,

Bradley 

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Hi I applied on the24th October and was told by email my application had been received and that I'd recieve a letter within 5working days but as yet have heard nothing please help 

Thank you 

Hey @gerrymcandrew,

 

I’ve moved your query here to try and help you as best as possible.

 

Some of our response communications may have been being added to customers spam/junk folder on their Email accounts. I’d say check here first.

 

If you’ve got nothing, pop our team a message via their Facebook page here to chase.

 

Thanks,

Bradley

Hiya,

I received a letter on the 21st October stating I had been accepted for WHD and it will be credited in the next 6 week's, I understand you have alot of customers to pay towards and it's a busy time of year, but this week will be the 6th week..? Just curious if I can call to follow it up or anything or if they are just going to tell me it will be credited before March? I need to call anyway due to you saying you're sending me a new in home display metre as mine has stopped working, and you stated it will be sent out within 3-4 weeks, over 8 weeks ago now? So just wondering if I should mention the WHD on the call aswell?

Be great if someone from boost could get back to me, thanks! 

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Hi @JadeH0107 - I think I’ve replied to your PM about this. Hope it helps! :slight_smile:

To cut a long story very short...

Was due a payment of £140 via the Warm Home Discount by the 29th November. It's now the 1st December and no credit.

Called customer services to get an explanation as to why the credit hasn't been applied to be told "we'll manually credit the meter for you now". Popped me on hold and 25 minutes later, Walla!

Checked my app to find out credit hasn't even been applied!

So, called customer services again to be told to call back Monday now to get this resolved, not as if I haven't been trying all weekend so I won't hold my breathe as I requested a call back on several attempts now to get this resolved.

To be honest I've had better communication with deceased relatives via a medium.

As soon as this eventually get's resolved I'll be moving my business elsewhere.

Shocking company.

I applied for the above i was accepted and stated i wanted the payment on my gas i received e.mail i would hear in 6 week which i did and i had to top up my gas meter 3/5 times, which i have still no payment so sent a message on facebook they state now its my electric i have to top up!!! Does anyone know what there actually doing ? I have e.mailed phoned them no answer last 2 days,This company is a complete waste of time and i now need to know how i end my contract i will change to a reliable supplier who get back to me keep your warm home discount 😠😠😠   

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Sorry to hear you’ll be switching, @GP81, I’m hoping this has now been resolved, if it hasn’t please pop our team on Facebook a message, we’ll look into this today. 

Thanks! 

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