What is Shell Energy’s Warm Home Discount criteria for 2021-2022?

CORE Group: Those who receive Pension Credit with Guarantee Credit and were with us for electricity on Sunday 4 July 2021. You may qualify for the discount if you, or your partner, are a Pension Credit (Guarantee Credit) customer. If you qualify, the Government will write to you this autumn.

BROADER Group: We make a small number of Warm Home Discount Scheme payments to other customers in vulnerable groups. This is called the Warm Home Discount Scheme Broader Group.

To see if you'd be eligible for the Broader Warm Home Discount group, click here.

I’m in the Core group and haven’t received a letter

If you haven’t received a letter by January 2022, please call the Warm Home Discount Scheme helpline on 0800 731 0214 (Monday to Friday, 8.30am-4.30pm). This helpline is for the Core group only.

The deadline for claiming a Warm Home Discount is Monday 28 February 2022, so make sure you get in touch by then, or you could miss out.

How will I know my application has been received?

When you’ve finished your application, a screen will appear confirming that your application has been sent.

You’ll receive an email within seven days telling you whether the application is proceeding to the next stage.

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

  • You’ll receive an email within 24 hours of submitting your application to confirm that we’ve received it.
  • Within seven days of submitting your application, you’ll receive a second email confirming whether your application will proceed to the next stage.
  • We'll send you an email within six weeks of your online application to confirm if, based on your answers, you’re approved pending verification. We'll send all emails to the email address you provide on your application form.

I haven’t qualified for the scheme. What happens if I don’t agree with your decision?

Whether or not you qualify for the scheme will depend on how you answer the questions on the application form. If you receive a rejection email, you’re entitled to apply again. However, please note that if you provide different answers, you may be asked for evidence to support your application.

Why are you asking me for evidence?

Ofgem (the regulator) requires us to collect evidence from a proportion of applicants. We'll try to collect this evidence directly from the DWP (Department of Work and Pensions). But if they are unable to verify your application, we’ll have to ask you to provide evidence yourself. If you’re selected to provide evidence and cannot provide it, your application will be cancelled for this year’s scheme.

I’ve received an email/letter requesting evidence. Is this genuine?

Yes. As part of the scheme, a number of applicants are asked to provide evidence.

The email/letter is sent from a company called Agility ECO services.

What if I don’t have copies of the right documents?

You should be able to obtain up-to-date copies of documents from the following places:

  • Working-age income-related benefits: You can visit your local Jobcentre Plus office, or call 0800 169 0310.
  • Universal Credit: Call the Universal Credit helpline on 0800 328 5644.
  • Tax Credit Award notice: 0345 300 3900.

What happens if I change energy suppliers during the Warm Home Discount process?

CORE Group – If you were on supply with Shell Energy on Sunday 4 July 2021, we will pay the Warm Home Discount. If you move to another electricity supplier before receiving your payment, we’ll pay this to you by BACS if we still have your bank details on record, or by cheque.
BROADER Group – If your electricity supplier changes before you get your Warm Home Discount payment, you’ll need to reapply with your new supplier. Please note that not all energy companies take part in the scheme and they might have different criteria and deadlines to ours.

I qualified for the payment last year. Will I automatically qualify again this year?

No, you don’t automatically qualify for the scheme because you had it previously.
If you’re a Core group customer, you'll receive a letter from the DWP every year confirming your eligibility.
If you don’t fit the Core group criteria/receive a letter from the DWP, you need to apply for the Warm Home Discount as part of the Broader group.