[stephaniemerity]

Hi has anyone not received the £60+ electricity help yet? I have not received the first payment yet and I am really struggling to keep my electric on and with 3 small children in the house and being 31 weeks pregnant I’m finding it impossible! I tried calling Utilita and was on hold for over an hour, when I finally got through to someone he just kept me waiting and then said someone will call me back in 10 working days?!

[Donna1235]

Message Rebecca she will help u

[JackieElty]

@stephaniemerity I haven’t received mine yet, I’ve emailed Utilita, tried ringing again yesterday but got cut off after being in a queue for nearly an hour.

[stephaniemerity]

@JackieElty oh it’s a nightmare Jackie isn’t it the customer service is terrible x

[stephaniemerity]

Hi sorry wer can I find her? Xx

[Rebecca]

stephaniemerity JackieElty Donna1235

Hello guys - hope you are having a nice day? Steph and Jackie, nice to e-meet you! (Deb, I know you and I have already spoken) 😀

I am Rebecca, your Community Manager! I can see you are stating above you are having some issues around your EBSS payments?

Have you checked out this Help Article I wrote? It essentially breaks it down by what payment plan you are on (ie. Smart pre-pay or direct debit) and what meter type you have.

Check the article out here and let me know in these comments if it helped 😊

Thanks,
Rebecca

[JackieElty]

Hi Rebecca,
I had read that and can confirm I have a legacy meter, my email is correct as I receive other emails from Utilita. I’m concerned because I received a letter at the end of September to say the vouchers were being sent out from the first week of October and we’re now into the first days of November.

kind regards,
Jackie

[Jane68]

@stephaniemerity I haven't recieved any yet and I got the same answer when I called utility this is government money to help customers so why is it being withheld from us I don't know.

[JackieElty]

@stephaniemerity Apparently, Suppliers should seek to ensure that vouchers reach customers within 11 working days of the start of the scheme month?! Listed at section 5.48 on the EBSS guidance for suppliers.... Energy Bills Support Scheme: guidance for electricity suppliers (publishing.service.gov.uk)