Warm Home Discount

Frequently Asked Questions

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What is the 'Core Group' and the 'Broader Group' of customers and how do I know which I belong to?

If you are receiving the Guarantee Credit element of Pension Credit then you will be in our Core group and the Department for Work and Pensions will contact you directly,  If you are not receiving this credit you will be in our Broader group of customers.

How do I qualify for the Warm Home Discount payment?

To receive the payment you or your partner need to:

  • Be a Green Star Energy customer at the time of applying, and when we make the payment;
  • Receive one of the benefit combinations shown in our eligibility criteria;
  • Be able to provide proof of these benefits if we ask to see them

How do I apply for the Warm Home Discount?

You will shortly be able to apply either on line or by phone.

Which customers will automatically qualify for the Warm Home Discount?

If you were a Green Star Energy customer on the qualifying date of 7 July 2019, and you are receiving the Guarantee Element of Pension Credit (even if you get Savings Credit as well), then you don’t need to apply. From September 2019 onwards, you should automatically receive a letter from the Department for Work and Pensions confirming that you qualify.

Is there a closing date for applying for the discount?

As we deal with applications on a ‘first come, first served’ basis, we don’t know exactly when we’ll close the scheme so the sooner you apply the better. Once we’ve reached a certain number of applications, we’ll be obliged to close this year’s scheme.

I don’t automatically qualify but I have received this discount before from another supplier. Do I need to re-apply this year?

Even if you have received the discount before, you will need to apply each year and meet certain criteria to receive the payment. Please see the list of criteria here

Do I need to be a Green Star Energy customer to receive this payment from you?

If you are in the 'Core Group' of customers you will need to have been a Green Star Energy customer from 7 July 2019, and then you will receive a letter from the Department for Work and Pensions confirming your eligibility.

For customers in the 'Broader Group', you need to be a customer on the date of your application, through to when we make the payment.

How will I receive the £140 payment?

The £140 will be added to your account as a credit, or sent as a voucher to some prepayment customers.

When is the Warm Home Discount paid?

For those customers accepted onto the scheme, payment will be made over the winter and certainly no later than 31st March 2020.

Is the Warm Home Discount the same as the Cold Weather Payment or Winter Fuel Payment?

No – but these schemes are often confused with each other.

The Winter Fuel Payment is an annual tax-free payment of between £100 and £300 paid to people born on or before 5 July 1953 to help pay for their heating in the winter. The Cold Weather Payment is a government grant that certain customers receive when it is particularly cold.

Will I still get the discount if I change my electricity supply to another company?

Unfortunately, if you change electricity supplier before we’ve given you the discount, you’ll need to contact your new supplier and see if you can apply to them instead, as their eligibility criteria may be different. We are sorry but we don’t transfer applications between suppliers, so you’ll need to make a new application with your new supplier. For customers in the 'Core Group' we will pay the rebate as long as you were a Green Star Energy customer on 7 July 2019.

How will I know if you’ve received my application and if it’s been successful?

We’ll write to you within 3 weeks of receiving your application to let you know your application is being processed. We’ll then write to you again within 6 weeks to let you know if your application has been successful or not. We’ll send you an additional letter if we need to see proof of your benefits.

What if I change energy suppliers before I receive my Warm Home Discount payment?

You must be a Green Star Energy customer at the date of submitting your application and the date of the payment. If you change energy supplier between us receiving your application and the Warm Home Discount payment date, you will need to apply to your new supplier's scheme. Eligibility criteria may differ between energy suppliers.

Where can I find out more?

For more information visit the Warm Home Discount page and eligibility page


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