Getting extra help and support

From where you can get extra support from Boost, to other organisations that can also offer support.

  • 41 Topics
  • 913 Replies
News

Price cap changes: supporting our customers

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F.A.Q.

Boost PAYG Final Statement F.A.Q

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Tutorial

Warm Home Discount - your guide

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41 Topics

Darran_Boost
Community Manager
Darran_BoostCommunity Manager
posted in Getting extra help and support

Why am I topping up more during winter?

Updated on 24/09/2020 That’s a great question and one we hope to nail down here. The good news is our prices are compliant with the Ofgem price cap, meaning we're keeping them competitive for you. If you’re spending more, it’s likely because you’re using more energy, which is natural during winter but can make you feel like you are topping up a lot more than usual.Here’s the average spend of a PAYG customer over a 12 month period. You can see that for all PAYG customers, usage goes up in winter, in line with what we’d expect. The reason for this:Everything is colder - Appliances use more energy to heat the water they use, your home takes longer to warm up, again using more energy. Your home is also darker for longer - Lights are used much more often (energy saving light bulbs can definitely help here) This graph is a guide, some PAYG customers will use more, some will use less depending on the size of your home, the number of people living there, how well insulated it is, but hopefull

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Tim_Boost
Community Manager
1 year ago
Emily_Boost
Community Moderator
Emily_BoostCommunity Moderator
published in Getting extra help and support

Warm Home Discount FAQF.A.Q.

Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost.  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 d

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Jess_Boost
Community Moderator
6 months ago
Tim_Boost
Community Manager
Tim_BoostCommunity Manager
posted in Getting extra help and support

I feel like I'm being charged more than usual, why is this?

Updated on 13/01/22 by Jess_Boost If you think you’re topping up lots, or using more energy than usual, there’s a few possible reasons why. Here are some suggestions as to why it may be:- Your appliances cost more than you realise, are left on, inefficient or faulty.- You’re not accounting for the 5% VAT or the standing charges that we charge.- There’s a debt on your meter.- It’s winter and you’re using more gas or electricity than you did when it was warmer and lighter.These pages might help:Where can I find impartial information about saving energy?I want to know how to save money on energy, how can Boost help me?What do I need to know about energy debtOne thing to bear in mind at this time of year is the onset of winter and much colder weather. We've enjoyed a really hot and sunny summer this year, so everyone will undoubtedly have saved some money on heating! Be ready for your energy costs to go up as we bundle up indoors with the heating on! Lastly, don't forget to use your great

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K
Savvy
2 years ago
Bradley_Boost
Community Moderator
Bradley_BoostCommunity Moderator
published in Getting extra help and support

Emergency on a weekend - what should I do?!F.A.Q.

Updated on 07/09/2021 - We now have the Care Team available to contact everyday. See the information below if you go off supply when the Care Team are closed over night There may be a point overnight when you need some help, we want to make sure you're aware of where you can go in an emergency. We’ve split this list up for those who have traditional top up meters and those who have smart meters. Traditional PAYG (Non-smart)Battery fail or an error code? Get help here Lost your top up key or card? Get help here Smart PAYG FAQ topic guide on common questions and issues here Battery fail or an error code? Get help here  Smart PAYG - a guide to the new app here Meter not reconnecting? Have a look here Here’s our Customer Care team contact details and opening hours over the weekend:  Webchat and Facebook / Twitter:Monday - Friday08:00-20:00Saturday & Sunday09:00-17:00Bank Holidays09:00-17:00 Full Service Phone: 0330 102 7517 (0117 370 1041 from a mobile)Monday - Friday08:00-18:00Saturda

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Jess_Boost
Community Moderator
7 months ago
cazel
cazel
asked in Getting extra help and support

Standing charge seems high - what's yours per month?

 Hi, I'm paying £16+ a month Standing Charge on my smart meter, is this about right? What is everyone else paying?Cheers Caz

41
M
Savvy
1 year ago
Tim_Boost
Community Manager
Tim_BoostCommunity Manager
published in Getting extra help and support

Warm Home Discount - your guideTutorial

Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost.  The Warm Home Discount guide We’ve made a handy How To guide on the Warm Home Discount, have a read here You can check on eligibility for the Warm Home Discount here We made our own excellent FAQ topic, based on questions posted in this community from previous years. Check it out here Post any questions that you can’t find the answer to in those guides above, in the comments section - we’ll get right on it!  

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Alice_Boost
Community Moderator
1 year ago
K
Newbie
kirstys88Newbie
asked in Getting extra help and support

What is Boost's email address?

i need email address to send pics of my meters was told it was hiboost.co.uk but not sure thats right someone help plz x

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D
Savvy
2 years ago
Nancy_Boost
Nancy_BoostRetired Moderator
published in Getting extra help and support

Battery fail message or error code on the weekend

Updated 30/09/21 by Tim_Boost: Sometimes electricity and gas meters can develop faults. It’s not that common, and between 8am and 8pm on weekdays and 9am to 5pm on weekends, we have the team on hand to help. Weekend Customer Care team opening hours and contact details: Web chat - available Saturday and Sunday 9am - 5pmPhone - 0330 102 7517 - available Saturday and Sunday 9am - 5pmFacebook - available Saturday and Sunday 9am - 5pmTwitter - available Saturday and Sunday 9am - 5pm Outside of these times, if your meter screen has gone blank, but you’re still getting a supply of gas or electricity through, we’d advise waiting until the next day to give the team a call, as this isn’t treated as an emergency.  More information on error messages here.

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Nancy_Boost
2 years ago
N
Newbie
Not happy with boost ovoNewbie
asked in Getting extra help and support

Do you have an emergency number?

Why have I been on hold for over an hour on your emergency number?

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AndrewA
Savvy
11 months ago
Tim_Boost
Community Manager
Tim_BoostCommunity Manager
posted in Getting extra help and support

What to do when I’m Moving home - ask your questions here!

Updated on 09/12/21 by Tim_Boost: There’s a great Boost Answers guide on what to do when you’ve moving out of/into a house supplied by Boost. Check it out here What about our FAQ for landlords, here: That said there’s always going to be exceptions or questions that need answering. Share them below and one of our users should be able to help.   

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T
Savvy
2 months ago
G
Savvy
Gazza667Savvy
asked in Getting extra help and support

How can someone else switch my energy to a different supplier without my permission?

A few weeks ago Boost Power emailed me to say they were sorry I was leaving. So I emailed back telling them that I wasn't leaving and had no idea what they were talking about. Long story short...... It turns out Shell Energy had applied to take over my supply in mistake for a neighbour. After almost 3 weeks and hours on the phone to Shell Energy to get this put right, it's finally being settled. Although I won't be back with Boost Power fully until 11th June. My question is...... How can another energy company take over someone's supply without prior permission from the account holder? Wouldn't Boost Power check with me first before allowing the transfer to go ahead? What if a request like this was made mischievously by someone to cause inconvenience and frustration to a neighbour? This surely cannot be correct? Although Shell Energy won't be charging me for any use, I want reimbursement for the cost of the phone calls I've had to make to them, also some sort of compensation

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Emily_Boost
Community Moderator
3 years ago
S
Savvy
SeaneoSavvy
asked in Getting extra help and support

How can I find my account number to apply for the Warm Home Discount?

I don't know my account number to claim winter payment

5
Lucy_Boost
3 years ago
Gora
Newbie
GoraNewbie
asked in Getting extra help and support

How can I find out my economy 7 times?

What times are the cheap rates for economy 7 please

9
Jess_Boost
Community Moderator
2 months ago
Nancy_Boost
Nancy_BoostRetired Moderator
posted in Getting extra help and support

Priority Services Register

Updated 10/03/2021 Our Priority Services Register is a way of ensuring we’re helping any customers who:Need extra support due to illness or disability Need tailored communications Would struggle to maintain their well-being if they lost their energy supplyWhat are the benefits of being on the Priority Services Register?If it’s difficult for anybody in your household to reach your meter due to disability or chronic illness, we might be able to move it We can provide a free annual Gas Safety Check if you qualify If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned offWho is eligible to join the Priority Services Register?A Pensioner A single parent Living with children under 5 or young people under 18 Disabled Have Mental health concerns Chronically ill Blind or partially sighted Deaf or hearing impaired Have a financial vulnerability, such unemployment or low household income Unable to communicate in

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M
Savvy
1 year ago
Tim_Boost
Community Manager
Tim_BoostCommunity Manager
posted in Getting extra help and support

Get your Warm Home Discount questions sorted here!

Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost.   There are lots of things to think about with the Warm Home Discount - it can be a bit of a head spin. I’ve posted this topic as a great place to collect your queries.Hopefully we can work them out together! 

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Jess_Boost
Community Moderator
2 months ago
M
Savvy
MrsSLewisSavvy
asked in Getting extra help and support

When will I receive my Warm Home Discount payment?

Hi. I was accepted for the warm home discount on 18th October. I’ve still not received the payment on to my account. Could you tell me how much longer it will be? Thanks

41
Ed_Boost
Community Moderator
1 year ago
Amy_Boost
Community Moderator
Amy_BoostCommunity Moderator
published in Getting extra help and support

I’m running out of credit and I can’t afford to top-up right now - How can Boost help?

Updated on 30/11/21 by Jess_OVO Noticed that your balance is nearly at zero and can’t afford to make a top-up? Don’t sit in the dark!We know it can be difficult to make a payment at certain times, so we want you to know that there’s support we can offer to keep you on-supply until you can next top-up. The way you access this extra help varies slightly depending on the way you top-up: PAYG Smart (Topping up via the Boost App or using Top-up barcodes at a Paypoint)First and foremost, it’s important to remember that you’ll get £5 emergency credit per meter, so even if your balance reaches zero - you’ll be able to use this emergency credit. The method for accessing this does depend on the type of smart meter you have - SMETS 1 (which has a numbered keypad on the meter) or SMETS 2 (which just has two buttons on the meter - 1 red, 1 blue). Accessing emergency credit with a SMETS 1 meter 1. Activate your emergency credit using your IHDWhen your balance drops below £5, your IHD will flash and

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Jess_Boost
Community Moderator
7 days ago
R
Savvy
RchloeSavvy
asked in Getting extra help and support

How can I close my account when I move out?

Need to stop account when i move. What do i do

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Bradley_Boost
Community Moderator
1 year ago
R
Robert.S
asked in Getting extra help and support

How can I change my email address on my account?

Hey, is it possible to change the registered email address on my account? I tried to log in to my online account but I can see the email address is wrong.

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Alice_Boost
Community Moderator
1 year ago
F
Savvy
FionasSavvy
asked in Getting extra help and support

Application page for the Warm Home Discount says I can't apply as you don't supply my electric?

I am applying for whd but each time it says I can't due to the fact you don't supply my electric?

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Emily_Boost
Community Moderator
1 year ago
AztecUK
Savvy
AztecUKSavvy
published in Getting extra help and support

Haven't got a payment card yet? Generate your own bar code!Tutorial

Don’t know why I didn’t think of this before, still waiting for my prepay card and barcode to be sorted, however worked out why not just generate your own one? Well it works even tested a barcode app on Android phone and it works, it’s just your prepay card number in a barcode.https://barcode.tec-it.com/enJust put your registered card number into this (without spaces or dashes, just numbers!) and you can save the barcode to your phone or print it and use it to top up with :-)Use this at your own risk, always double check the number and always keep your receipt with the VEND code on!Hope this helpsRegardsNick

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D
Savvy
7 months ago
G
Newbie
gvf23Newbie
asked in Getting extra help and support

How do I find my account number to book a smart meter installation?

How do I find my account number to book a smart meter installation?

7
Nancy_Boost
3 years ago
Tim_Boost
Community Manager
Tim_BoostCommunity Manager
posted in Getting extra help and support

Refer a friend to Boost and get a £25 Gift Card!

Where will you spend your voucher?Updated on 13/01/22 by Jess_Boost Our Refer-A-Friend scheme was paused on 17/09/21 due to current energy market conditions - Read more about these on our FAQs.Get a £25 Gift Card for every friend you get to successfully join Boost - there's no limit! You’ll be spoiled for choice with where you can spend your vouchers, whether with Asda, Argos, Just Eat, Love2Shop, Sports Direct, Tesco or Amazon! To sign up your friend, follow this link here. Check out our great FAQ topic that explains everything about the Refer a Friend scheme here! We’d love to know what you guys spent your voucher on, sound off below with the goodies you managed to grab with this deal!  

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J
Savvy
2 years ago
H
Newbie
haxdroidNewbie
asked in Getting extra help and support

How to I get a refund after switching?

Hi, I am moving to a different energy supplier and would like to know when, and how do i get a refund off my gas and electricity? I am using Pay and Go, A Smart meter Gas and Electricity, i had approximately £140, Aprox £70 Gas And £70 Electric, but i checked my smart meter yesterday and it says £0.00 on gas and electric. Please reply as i am stuck

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Emily_Boost
Community Moderator
1 year ago
Emily_Boost
Community Moderator
Emily_BoostCommunity Moderator
published in Getting extra help and support

Erroneous Transfer FAQF.A.Q.

Updated 18/09/2020Erroneous Transfer FAQWhat is an Erroneous Transfer?An erroneous transfer is when a supplier has taken over the wrong supply, and sends you back to your previous supplier.For example, when you sign up with us, we look up your address in a national database that all suppliers have access to. This database includes your current energy details (such as your meter type, your current/previous suppliers etc...)Sometimes the details in the list are wrong, or bits are missing, especially if your property is a flat or a new build, and we may try to take over the wrong supply by mistake.How long does it take to resolve?In a perfect world, this issue is noticed early on in the process, when a customer is in the cooling off period and the switch can still be cancelled.Of course this isn’t always the case, so for example if we’ve taken over the wrong supply, we’ll raise this to our dedicated E.T team. They then pass the details of the property to the previous supplier and start th

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Ed_Boost
Community Moderator
1 year ago
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