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Getting Support
Understanding the Warm Home Discount and Energy Support Schemes for Consumers on Prepay Sub-Meters
Navigating the Warm Home Discount and Voucher Redemption
55 Whitehall
London
SW1A 2HP
www.gov.uk
18 January 2024
The Warm Home Discount (WHD) scheme is a key policy in the Government's approach to tackling fuel poverty and reducing the energy costs of low-income and vulnerable households.
In order to receive the WHD, customers must meet the eligibility criteria on the qualifying date, which for this year was 13 August 2023. One of these criteria is that the customer must have been named on the electricity bill or account of a participating energy supplier on that date. This rule was adopted as the named bill payer is responsible for any payment issued on the electricity account. It also ensures that we can verify customers’ eligibility and reduces the risk of fraudulent claims. Where an individual is not named on the electricity bill or account, unfortunately we are unable to confirm their eligibility for the WHD rebate.
However, it is not a requirement for the eligible individual to be listed as the sole account holder, and they can be listed jointly alongside another account holder or bill payer’s name. Tenants may wish to speak to their landlord, to see if they could be listed on the electricity bill or account to access the WHD scheme from next year.
I understand that this will be disappointing to hear. We are reviewing the scheme at the end of each year, to identify ways to better support people in fuel poverty.We have focused the WHD on a smaller subset of people on low incomes likely to be facing the most severe fuel poverty. Further information on help with energy bills can be found at: www.helpforhouseholds.campaign.gov.uk/.
Yours sincerely,
Nick Grout
WARM HOME DISCOUNT TEAM LEAD
FAQs
So how am I supposed to get the Warm Home Discount?
At the time you are reading this, we do not yet know how users of our meters are going to be able to access the support available. As soon as the scheme was announced, we started investigating this and unfortunately the government have simply not accounted for how people on submeters can apply for the support. As early as October, we were trying to get a straight answer and have found it extremely difficult to do so.
We are currently awaiting a further response from our local MP who has stated:
“Thank you for your correspondence concerning the accessibility of the Warm Home Discount support for customers using prepayment smart meters in multi-dwelling properties.
The Government is aware of the significant impact rising energy bills have on households across the country. The steps taken, including the Energy Bill Support Scheme and Energy Price Guarantee, have provided substantial assistance to many. These measures, along with other forms of support, have been crucial in easing the burden on families during these challenging times.
I understand from your correspondence that the current information and mechanisms for accessing the Warm Home Discount do not adequately address the unique circumstances of tenants in properties with prepayment smart meters, where the landlord holds the primary account with the energy supplier. This situation presents a gap in the support structure, which needs addressing to ensure that all eligible individuals can benefit from the available assistance.
Given the complexities of this issue and the urgency to provide clarity and support to your customers, I will write to the Minister responsible for Energy Security and Net Zero, Claire Coutinho, for further clarification on this matter. I will be in touch as soon as I receive a further response from the Minister.”
Why is the bill not in my name? I pay the money?
When the building you are in was first constructed, it was likely a single household. As such, one primary billing meter (also referred to an ‘MPAN’ meter) was installed and this meter is where the bill for the building is produced from. Once the building was converted into multiple dwellings, the cost of having one of these meters for each dwelling is prohibitively expensive (thousands of pounds per property) and so a sub-metering system is being used to accurately collect your dwelling’s individual usage.
Who is my energy supplier?
Topupmeters are not an energy supplier. We process payments on behalf of the owner of your meter, who in most cases will be the person named on the account and the only person in the chain with the direct relationship with an energy supplier.
I have received a letter from the Government telling me I’m eligible to apply for the Warm Home Discount, so why am I being told I can’t apply?
The Government has sent out a letter to every individual who is in receipt of one of a number of benefits, as this is the main criteria. The letter does also go on to explain that you need to have an account with an energy supplier to be eligible for the Warm Home Discount.
