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

We'll send an email to you within six weeks of your online application to confirm whether you have qualified or not. We'll 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, call our Customer Service team to ask for advice.

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

A decision on whether you qualify or not is final. How you answer the questions on the application form will determine whether or not you qualify. 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. Please note that if you provide different answers we may decide to request evidence from you to support your application.

Why are you asking me for evidence?

We're required by Ofgem (the regulator) to collect evidence from a random, small proportion of applicants. We'll try to collect this evidence directly from DWP. If they're unable to verify your application, we'll have to ask you to provide evidence yourself. If you're 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

 

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