Be Wise case study: Energy support payments
Mr T contacted the Be Wise team as he was concerned that he was not receiving his energy support scheme payments. His current energy supplier EON had advised Mr T that he was not eligible for the £400 energy support payments. A three-way call was made and after a detailed discussion, it was established that Mr T’s energy supply was misclassified as being a commercial energy supply. The EON customer service representative apologised for this error and was able to update the national database to show that Mr T had a residential energy supply. Mr T received a bulk payment of £400 for the energy support scheme which covered individual payments he should have received from October 2022 to March 2023. Mr T also received £50 compensation from EON due to the error that had occurred. Mr T was very happy with this outcome and has also been placed on the Priority Services Register. After being updated as residential customer on EON systems and the national database for electricity, Mr T will find out he whether he is eligible to receive the Warm Home Discount later this year. The Department of Work and Pensions (DWP) has made changes to the Warm Home Discount and will notify Mr T in writing. Mr T gained: • £400 - Saving from bulk payment received for energy support scheme • £50 - Compensation • £150 – potential addition of the Warm Home Discount.
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