[Poppy_EONNext]

We are re-launching a campaign called the Warm Home Discount Extra!

The scheme is for customers who have a prepayment meter (SPAYG & Traditional) or live off the mains gas grid and aren't eligible for the Core group.

We will be issuing SMS messages to eligible customers to sign up via an online link -

Here's an example of what this SMS will look like - Hi, E.ON Next here. You could get a £150 Warm Home Discount with our scheme for those not in the new Core group in England and Wales. Please use your account number on the form to make sure we can then process your payment.

Please note: We will never ask for you to reply to confirm your account details or give us your bank details via SMS.

Only eligible customers will receive the SMS📱

‘Core group’ customers qualify automatically and don’t need to apply. The Department for Work & Pensions will always send the customers a letter to confirm automatic payment.

Check out this thread for more information E.ON Next Warm Home Discount 2024/2025 ❄

If you experience any issues with the link which is sent by SMS please reach out to us - How to contact E.ON Next 🙂

[meldrewreborn]

@Poppy_EONNext

What's the thinking behind the criteria for this scheme? Have these customers missed out in some way? And are there other groups missing out too?

[Poppy_EONNext]

Hey @meldrewreborn, as the criteria for the warm home discount scheme changed, some people that were previously in the core group were no longer eligible. We have put the Warm Home Discount Extra in place to help as many of our most vulnerable customers as possible.
We have reached out for any further information and any updates that we receive will be shared 🙂

[meldrewreborn]

@Poppy_EONNext

As far as I recall no change to WHD affected pre payment customers specifically. The main group that used to qualify were those with disabilities, and the new criteria focused on those in lower income groups and difficult to heat homes.

being off the gas grid was a criteria when the government alternative fuel payment was in operation.

Personally I’m not convinced by your explanation, and remain uncertain that this scheme is fair to other customers.

[DebF_EONNext]

@meldrewreborn evening!

This is put in place to help some of our most vulnerable customers who weren't eligible for the core group who perhaps previously were. I'm not 100% sure on how this has been worked out but Poppy has asked for further clarification on this. Looking at those who will be eligible it looks like it's some of the most vulnerable in terms of higher costs, as you know prepayment has a higher cost and those off grid get no support. As I said it's just my guess but hopefully we will know more soon and we'll be able to give you a clearer answer 🤞

[meldrewreborn]

@DebF_EONNext

OFGEM has rejigged the price cap limits and prepayment is at least level with DD tariffs as the lowest on offer.. The justification for this scheme doesn’t make sense to me.

while I’m sure that those who benefit will be happy, that doesn’t mean the scheme addresses a real problem, in excess of that faced by other customers!

[Poppy_EONNext]

Good Morning @meldrewreborn 🙂

I have been doing some digging and this is the information I have been given by our A&V / WHD manager -

As well as the WHD extra scheme criteria being a customer must have a prepayment meter or be off gas grid, there is also a separate criteria around being in receipt of certain means tested benefits or on a low income.
Therefore customers receiving support are absolutely those missing out on the WHD such as customers who as you say were those with disabilities, and the new criteria focused on those in lower income groups and difficult to heat homes - it is as well as being those things they are also prepayment or off gas grid customers.

Secondly this scheme is run as part of something called an Industry Initiative under the Warm Home Discount and something called financial assistance payments which have a number of groups of customers which can be approved by Ofgem to be supported. Prepayment customers and those in emergency situations who don't have sufficient credit as well as customers off gas grid are a real focus of what can be run through this particular scheme and so we were a real determining factor in terms of prepayment customers (As well as being on means tested benefits or low income) being used for the eligibility criteria.

Finally a number of other factors as yes whilst prices have been aligned, prepayment customers often have to spend much more topping up in the colder months when energy consumption is highest versus for direct debit customers where their payments are smoothed through the year.

Its never easy determining which customers to give support to and others not to, but these are some of the factors that were considered when developing this scheme. We will continue to review this scheme in the future, even with the news of a much wider Warm Home Discount scheme coming next winter we expect there will be many customers who are unable to access the discount who such a scheme may still be able to support.

[meldrewreborn]

@Poppy_EONNext

Thank you for such a full, comprehensive and informative response.

I would point out that those on variable direct debit and those on standard credit ( whose tariffs are 6% higher than DD) face the same winter pressures as prepayment customers, whose tariffs are 2% lower than DD customers. And the fact that the pressures are focused in the winter rather than across the year is circular, are you going to support the other groups in the other 3 seasons to be fair to them?

Given that, I don’t think the criteria is appropriate. But that’s just my opinion!

[Poppy_EONNext]

Thank you very much for your feedback @meldrewreborn 🙂

Prepayment customers and those in emergency situations who don't have sufficient credit as well as customers off gas grid are a real focus of the industry initiative scheme and what we have had approved, and so we would not be able to support the other groups at this time.

[meldrewreborn]

@Poppy_EONNext

I understand. But that’s doesn’t mean that it’s fair to customers as a whole. It’s not as though we get a vote on whether these schemes are introduced, nor, as it’s an industry wide initiative, is it worth moving to a different supplier to avoid the costs of such schemes.

It seems suppliers are replacing government in being liable for the wellbeing of disadvantaged customers. Being on prepayment now seems to be more advantageous than being on Direct Debit for the two thirds of customers on net flex tariffs.