Warm Home Discount

We'll be splitting the payment so you can spread the cost of your energy. We'll get in touch to explain exactly how and when you'll be paid. We'll let you know when you'll receive your payments.

Due to the large number of applications we receive each year, not everyone is guaranteed to get the payment. Successful applications are chosen at random using a method that’s been reviewed and approved by Ofgem. This makes sure everyone has an equal chance to get the payment every year.

Some of the reasons that mean you’d be unsuccessful are:

• You weren’t in the random selection pot
• You failed to provide evidence

If you’ve been unsuccessful, we’ll confirm this via email and explain everything in full.

If you are in the Core Group and have a live electricity supply with us on the qualification date and meet the eligibility criteria set by the DWP, then we will be responsible for your rebate. If you are live with another supplier on this date, you’ll need to contact them regarding your Warm Home Discount.

For all Broader Group customers, you will lose eligibility if you switch to another supplier.

Scottish core group customers are eligible if they move house, but Broader Group customers must be on supply with us when we make payments.

You can head to the Government website and sign into your account to find out what benefits you currently receive by visiting www.gov.uk/browse/benefits.

The Warm Home Discount (WHD) Scotland will run alongside the expanded and reformed WHD for England and Wales. The changes that are being implemented in England and Wales cannot be directly replicated in Scotland because the Valuation Office Agency (VOA) data, which we will use to identify homes in Core Group 2 which are high cost to heat, does not apply in Scotland and the Scottish Assessors (the Scottish equivalent of the Valuation Office Agency) do not collect equivalent data in Scotland.

We'll let you know when the application window for the Broader Group customers will be open. We'll let you know if your application is successful or not once you've applied for Warm Home Discount.

It's important your details are up-to-date with us. Specifically, your name must match our records exactly as they appear on the DWP's database. If your name changes, or there's a mismatch - you need to tell both us and the DWP ASAP as inconsistencies could affect your payment.

Give us a call on 01962 679 056 if you need to change the name we have on record for you. If you need to update any other details, the easiest way to do this is via My Utilita.

If you need to contact the DWP, give them a call on 0800 030 9322.

Unfortunately not everyone who applies and is eligible will receive the payment. Successful, eligible applicants are selected randomly and fairly. We know lots of people are struggling with their energy, so please visit our website for support options to wellbeing page and information on the Priority Services Register.

If you’re in the Core Group – whoever your supplier is on the qualifying date will be responsible for issuing your payment. If you’re selected as part of the Broader Group – if you change supplier before you’re given your payment, you'll lose eligibility.

Yes! My Utilita users can make use of our Transfer Credit feature to move funds between meters.

Simply head to the Payments section of the My Utilita app and select Savings. From here, you can select your meter and the amount you’d like to transfer to your savings. Once this is complete, use any funds from your savings to top-up the meter of your choice.

Important: Your selected meter balance will need to be above £7 as you’ll need at least £5 remaining on your meter – this leaves a minimum transfer amount of £2. Alternatively, if you haven’t submitted an up to date meter reading, you may not be able to use this feature.

Please leave up to 30 minutes for the transfer to complete. If credit hasn’t been transferred after this time, contact customer services.

If your benefits change, this could affect your eligibility, and if you get the Warm Home Discount Payment or not. To be eligible, you must meet the benefits criteria on the qualifying date.

For more information you can visit GOV.UK, which will include an online tool for checking your eligibility and information on how to contact the helpline.

If you think you may come under Scotland rather than England and Wales, you can use the Scottish Postcode Directory (SPD). The Department of Work and Pensions (DWP) use this DWP use this database for determining Scottish postcodes for the Core Groups.

The groups for the Warm Home Discount work differently in England and Wales, and Scotland.

In England and Wales, customers fall into either Core Group 1 or Core Group 2 if they’re eligible for payment.

For Core Group 1, eligibility for the scheme is based on the country of residence on the qualifying date. Therefore, if you live in Scotland on the qualifying date, then you would be eligible under the scheme in Scotland for this year. If you have lived in England or Wales for the qualifying date, you would be eligible for the scheme in England and Wales this year.

For Core Group 2, if you are normally eligible for Core Group 2 in England and Wales on the qualifying date, you should receive the rebate even if you moved to Scotland after the qualifying date this year. Remember to inform us of your new address.

You or your partner must be named on your bill or account with us. The only exception is if you have nominated a DWP Appointee or legal representative, who is then listed on the bill.

If you’re not named on the electricity bill or account, we won’t be able to confirm your eligibility for the Warm Home Discount.

If you’re not named on the electricity bill or account, unfortunately we can’t confirm your eligibility for the Warm Home Discount.