[Rebecca]

Hi all, we have been getting a lot of customers and members confused about where their Energy Support Payment vouchers are if they are on legacy meters, please note this updated information has been added to this article, please read and be aware, as it will help:

Legacy Pre-pay

If you have an older style legacy meter you will receive a top-up voucher for that amount via email (providing we have a valid email for you on your account) -
Please check your junk box and note that this email will be from 'Pay Point' so it will be worth searching your inboxes for this sender,
or if you do not have an email listed on your energy account, it will be sent to you via the post.

To read the who EBSS Payment information, click here

[Gazza61]

I have a valid email address which is used by the company to send me emails and still not received vouchers and checked spam also nothing by post

[Rebecca]

@Gazza61 Hello! Are you searching for the sender 'PayPoint'?

[Gazza61]

Yes I looked and nothing from them

[Gazza61]

I did phone at the end of last month as my account said I had left after talking to someone and the mistake corrected I was told I would recieve Octobers and Novembers in the post but nothing has arrived

[Rebecca]

@Gazza61 It would need to be an advisor who would need to look into this on your account so I would suggest calling the contact centre so they can help you on 0345 207 2000

[Gazza61]

Thank you for the reply’s I spoke to an advisor weeks ago who told me vouchers were going to be sent out in the post and I get cut off when trying to phone again it’s frustrating

[Rebecca]

Can you pop me a private mail (the link to do this is in my signature below) with your customer reference number and I will get this escalated for you. 😊

[valerie]

@Rebecca
So why have you not told your core pre-payment meter customers this by using social media such as Facebook & Twitter or even via the app?
Family member has been waiting for Oct & Nov vouchers. Started to chase them up on 8 Nov. Was told it would be 10 days. On 14 Nov chased again was told 5 days. Chased 28/11 told today. Still nothing. Compensation needs to be issued to people who are in severe financial difficulties. Get it sorted.

[Rebecca]

@valerie Hello Valerie,

I just wanted to communicate a polite reminder that this is a member to member forum and is not manned by customer service representatives and is not a customer service manned channel.

As your Community Manager, it is my job to moderate this forum and update members on key Utilita updates - and escalate issues back into the business on behalf of members 🙂

Our Social Media channels release key information on the Warm Home Discount and key updates but we can not update case by case updates that will apply to all social media followers.

As mentioned before - all applicants will receive personalised comms via email and/or letter from the 5th of December letting them know the outcome of their applications, and the scheme this year was ran by the DWP.

I hope this helps clear things up.

Thanks 🙂
Rebecca