[Daveyboy73]

Any news on when the remaining whd after debt is cleared is going to go on are meters im asking for all who had debt cleared and not received the remaining whd. My debt was clear Wednesday evening its now Friday morning. Like many were on priority register and we just been hit with 20cm of snow this is unacceptable. I can't even put gas on as I'm concerned about going off supply and don't come back with its nearly friendly credit time because that's not the point its not a good enough excuse. Seriously it needs sorting today end of.

[PeteC]

Hi @Daveyboy73

Thanks for your message.

We've been made aware now that the remaining credit from the Warm Home Discount will be paid out to customers within the next 5 working days. Payments will begin this afternoon, but everyone will have had their balances updated within that timescale. I understand that this will be frustrating, but we're working hard on getting this all completed as quickly as possible.

I hope this helps,
Many thanks
Pete

[Daveyboy73]

@Daveyboy73
5 working days seriously that's so bad I know its not your fault Pete but cmon thats 7 working days from debt cleared to remaining balance cleared. All its going to do is clear debt and everyone struggling will have built debt back up again. Feel sorry for you mods when everyone realises it could be end of next week until credited.

[PeteC]

Hi @Daveyboy73

Thanks for your reply - I understand your frustration entirely, and thank you for being understanding!

I completely hear your concerns, we anticipate it all being completed within the next 5 working days, but the aim is to get it done as quickly as possible.

I promise you, that any updates we get on the process, I'll make sure that the community is updated with the proper information. Social Media and the internet can be very conflicting with different sources of information, so my aim over the next few days is to give honest and accurate updates where I can.

Many thanks
Pete

[Shel12]

Its a joke I haven't even had mine and im a priority and now im into my emergency I can't afford too top up

[PeteC]

Hi @Shel12

Thanks for your post. I have attempted to reach out to you via Direct Message yesterday, to see what I can do to find out more for you. If you reply to that message with some account information, I'll take a look into it and see what's happening.

Thanks
Pete

[Shel12]

@PeteC I have messaged you

[PeteC]

Hi @Shel12

Thanks for your reply, I've sent you a Direct Message with more information about your specific case.

Thanks again!
Pete

[CovalentBondsAreBest]

I'm perhaps not as understanding as others, not because I think Pete is to blame but because the situation from Utilita is absolutely horrific! It's like you looked at what would pose the most hardship to your most vulnerable customers and decided "yeah, that's the way for us this year!".

1) First you change how you apply this to debt. Money's owed, fair enough, we get it.

2) Then you change how and when you're going to pay it out. Still being paid, fair enough.

3) Then, even though you did eventually tell us a vague date for when it might start being paid, are now teasing us with extra days (a week on top of that).

Point 3 is bad enough by itself, but when you consider that point's 1 and 2 were communicated to us only a MONTH before we'd normally have been starting to receive money in the first place, then it's absolutely horrendous for those of us who are trying to budget. Given the changes to PowerUPs, the changes to payment dates and application to debt were all done so quickly in the last minute, it's very tough for us to budget to sidestep them.

As it was I had to use money I'd set aside for a nice Christmas to fund the extra gas and electricity needed over December period and while I was helped by your email last month explaining the situation from your perspective and when payments should start the fact is you're dealing with people who are budgeting to the penny to try to keep their heads above water!

Why not, if you're going to make such wholesale changes to your implementation of the scheme, do so with more notice? If you're going to change the PowerUp scheme with relation to that AND how debt was taken back from the WHD you again give more sodding notice?

I've been with you on and off for over 10 years and I've always recommended you to friends, but this last year you've messed up a meter update which forced me onto a new pair of meters which do not give me as much information, taken away the fun of Christmas for me... and now make me worry about the next few days and keep me (us) guessing about when we might get the money we're actually entitled to applied to our meters!

I will be leaving you as soon as I can, and I genuinely hope Utilita as a company go out of business!

Belated Merry Christmas.

[PeteC]

Hi @CovalentBondsAreBest

Thanks for your post - I'm genuinely grateful for the feedback.

As well as being one of the moderators on here, I'm also part of our Customer Experience team - we deal with the Trustpilot account as well, but one of the main things we do is analyse the feedback that we receive from customers, to make sure that it's put to good use by the teams responsible - whether it's in our Installations Team, Customer Service, Billing - we look at ways of improving the Customer experience.

We don't always get things right, and sometimes things can occur that impact our customers, which is incredibly frustrating for everyone concerned. My aim on here is to try and make sure I'm passing on the right information, and giving customers that "one source of truth" where I can.

Once again, I'm really grateful for the feedback, and please be assured that we'll be passing this on to make sure that next years payments go smoother!

Have a great weekend
Pete