F.A.Q.

Warm Home Discount FAQ

  • 26 June 2019
  • 44 replies
  • 11959 views

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UPDATED 18/02/2020

2019/2020 Warm Home Discount Applications are now closed! Register your interest for next years here in April 2020!

 

 

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.


44 replies

Userlevel 4
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I’ve moved your query here to make sure we get you the info you need, @Billy the kidd 

 

I appreciate this must be frustrating, but I’d recommend giving our Boost team a message via their Facebook page here, and they can chase this up for you.

 

Let us know how you get on,

Bradley 

Rank    Billy the kidd 18 hours ago
Can you please assist me with a WHD query, I have been waiting now since November 2019, for my WHD to be paid to my account, since then I have made numerous phone calls to boost and emails, only to be informed that my application and all of my correspondence is with the WHD team, and they are still processing my application.
I strongly feel that I am not getting any where fast, I have met the criteria set out by boost and the government, I just don't know what else I am to do next, I have also been advised when making contact with boost that the WHD team have up until the 31 of March 2020 to process the payment.
Being the 25th today, it doesn't leave much longer to go, please can you assist me.

Userlevel 4
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This is a great point to raise, @Mikey1066 

.

Recently, British Gas ended their relationship with the PayPoint system, which may explain the problems you had.

 

Thanks, 

Bradley 

I recieved my £140 British gas warmer homes credit letter and took it to my local post office.they said they dont do it ana I had to go to a main post office which is some distance away.i thought they were contracted to British gas to take payments.can they refuse to do this by saying they are only a small concern and so don't do it.

Userlevel 5
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Hmm I’m unsure about this, @jackieh56. We’d need to look into your account to answer this. Please drop the team a message on Facebook with your account number (or address and post code), full name and DoB.

Thanks

Userlevel 1

I have received a letter from boost asking for the same evidence,proof of benefits.i have already sent this and according to someone I spoke to on Twitter they have received it and will be back in touch. Why do they need it again?

Regards

Jackie

Userlevel 1

does anybody actually action anything from here, so you just here to chat

 

cause I get now where everytiume

Userlevel 5
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Hi there @mrmarkiep,

 

I’ve moved your post over here, as it’ll make it easier for users to find.

 

We haven’t opened the Winter Wallet just yet, it should re-open around April, but we’ll let you know an exact date closer to the time.

 

As for the Warm Home Discount deadline, it’s not something we decide, it’s an industry regulation, but we understand it’s better to have it sooner. This year, we’ve aimed to get the payments made within 6 weeks of your application being accepted. If it’s been over 6 weeks since you were accepted, get in touch with us and we can chase this up for you. You could email us at hello@boostpower.co.uk, or send us a message via our Facebook or Twitter pages.

 

I’m not sure where you got the figure of £104 million, but this isn’t correct at all. In total, customers managed to save £4 million last year using this scheme, which they obviously then used towards their energy. We also gave out £100,000 in prizes for those using the scheme.

 

Thanks,

Ed

Userlevel 1

last year you earned interest  £104m of our money from winter wallet, so this year you open it earlier to make more,   I never seen you open warm home discount early. Yes there is a question coming when will I get night and warm home discount allowance will it be before the summer or before the end of the winter wallet when you’ve into interest on the money already that’s why you haven’t paid it you’re earning interest on our money I’ve been freezing this winter thanks to you waiting for my warm home discount but the time comes I will need to put the heating on don’t start quoting me the rules I know what they are you don’t have to pay till the end of March just use some of the interest you our savings I bet you don’t show that in your transparency do you use fat cat bigshot industry people taking advantage of us are poor vulnerable human beings if you could call is that disgraceful

Userlevel 4
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Hey @Angelina 

 

If you’ve been made aware that you were successful in getting the Warm Home Discount payment, you should receive it by the end of March 2020 at the latest.

 

Hope this helps,

Bradley 

How do I claim my winter fuel payment £140 I'm on pip esa

Userlevel 1

Hi Bradley.

I have sent them an email and will get back in touch. :thumbsup:

Thanks for the reply.

Userlevel 4
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Hi @jackieh56 

 

If you want to make sure the team have received your documentation, reach out to them via their Facebook page here, or send them an email to hello@boostpower.co.uk.

 

Let us know how you got on,

Bradley 

Userlevel 1

I have sent in the relevant documents, but I still haven't received my whd, or whether I'm entitled to it.

Regards

Jackie

Userlevel 4
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HI @Gabz,

 

I’ve moved your question about the Warm Home Discount here to make it easier for other users to access.

 

Boost aim to make all payments within a 6 week period from when customers were accepted for the payment. If this is missed, Boost do have up until the end of March 2020 to make the payment.

 

Hope this helps,

Bradley 

hi i was on phone to boost last week about the winter warmer £140 they said it will be added to my account in few days and still hasnt do you no when it will be credited

Userlevel 5
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Hey @booeiks,

 

If you’ve already applied, you should be able to see the outcome on your app if you have PAYG+.

 

If not, I’d get in touch with the team to find out the status. You could email us at hello@boostpower.co.uk, or if you’d prefer, send us a message to our Facebook or Twitter.

 

Cheers,

Userlevel 1

Hey. I also was waiting for a confirmation letter but I did not receive it... I thought, by the way, maybe this is because I made a mistake in writing the postcode, I don’t know, I probably need to do it all over again, by the way, in order not to make mistakes anymore, I found this https://postcodefinder.net/england/london, it certainly has all the correct postcodes here))

Userlevel 3
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Sorry you feel this way, @Sharyn121, I’ve moved your post here as there is a host of handy info above. 

Our team aim to respond to emails within 72 hours.

Thanks! 

 

Userlevel 3
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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! 

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 😠😠😠   

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.

Userlevel 5
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Hi @JadeH0107 - I think I’ve replied to your PM about this. Hope it helps! :slight_smile:

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! 

Userlevel 4
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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

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