Frequently asked questions

I qualified for the payment last year, will I automatically qualify again this year?

No not automatically. If you are a Core Group customer you will receive a letter from the DWP every year to let you know your eligibility. If you do not receive a letter from the DWP then you need to apply again once our scheme opens.

When am I going to get my payment?

Your payment will typically be added as a rebate to one of your bills by 31 March. You will see it clearly marked as a minus number on your bill. If for any reason we cannot send you a bill in that month, we will send you the payment as either a cheque or a bank transfer payment and we will let you know.

I have a prepayment meter – how will I get my payment?

A credit will be sent directly to your meter between January and March and we will send you a text or email to let you know. You will also see the rebate clearly on your Annual Statement.

I am thinking of switching to First Utility. Can I get the payment?

You need to be a First Utility customer to apply for the Warm Home Discount scheme. This means that you need to switch first and then apply. You will need your First Utility Account Number for the application form. Switching can take a few weeks to complete so don’t leave it too late. Our scheme is specific to First Utility and paid on a first-come-first-served basis, so we cannot guarantee that you will qualify.

Will I still get my payment if I switch to another supplier?

If you are a Core Group customer, you will receive your payment from the supplier who was supplying you with electricity on the date stated on your letter. If you apply for our Broader Group scheme, you need to be on supply with us when the payment is made. If you switch to another supplier before that time, your application for our scheme is automatically cancelled and you will need to apply afresh to your new supplier’s scheme. Please note that not all suppliers participate in this scheme.

I have already qualified for the scheme with my former supplier before I switched to you. Will you transfer my entitlement across?

No, this will not happen. If you are a Core Group customer you will be paid by whoever was your supplier on the date stated on your letter. If you are not in the Core Group, you will need to apply for our scheme afresh when your switch to us is complete. We cannot guarantee that you will qualify as our scheme may be different from your previous supplier’s. You can check your likely eligibility on our website before you switch.

How will I know if I’ve qualified for the scheme?

We will send an email to you within six weeks of your online application to confirm whether you have qualified or not. We will send it to the email address that you provide on your application form.

I don’t want to apply online. How else can I apply?

Once the scheme opens, we will only be taking applications online. If you have trouble accessing the internet, please ask a family member to apply on your behalf. If this is also a problem for you, please call our Customer Services line to ask for advice.

What happens if I don’t agree with your decision about my eligibility?

A decision regarding eligibility is final. Our scheme is as simple as we can make it and how you answer the questions on the application form will automatically determine whether you qualify or not. The scheme is fixed and cannot be changed. If you have received a rejection email from us, you are entitled to apply for the scheme again, but please note that if you provide different answers on multiple applications we may decide to request evidence from you to support your application.

Why are you asking me for evidence of my eligibility?

We are required by Ofgem (the regulator) to collect evidence of eligibility from a random, small proportion of applicants. We will endeavour to collect this evidence directly from DWP, but if they are unable to verify your application, we will have to ask you to provide evidence yourself. Unfortunately if you are selected for this process and are unable to provide the evidence, your application will be cancelled for this year’s scheme.

What is the Safeguard tariff?

Our Safeguard tariff is for customers who received help with their bills through either the 2016-2017 or 2017-2018 Warm Home Discount Scheme. It is in line with the energy regulator’s initiative to protect vulnerable customers.

Our Safeguard tariff

  • Is subject to a price cap on unit rates for gas and electricity, which will be reviewed every six months
  • Has no charges for paper billing or paying by cheque
  • Has no exit fees

Apply for your Warm Home Discount

After you’ve checked your eligibility and the terms and conditions of the scheme, you can apply for the 2018/19 Warm Home Discount Scheme by filling out our online application form below.

We’ll then send you an email to let you know whether or not you’ve been successful. Please allow a few weeks for us to check through your application.

Apply Now

Please note: if you receive a letter from the Department for Work and Pensions (DWP) you do not need to apply and you’ll automatically receive the Warm Home Discount payment.

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