Postcode glitch freezes pensioners out of winter heating profit | EUROtoday

People on low incomes could possibly be shedding out on a grant for winter heating payments as a result of postcodes are lacking from an power provider’s web site.

Scottish Gas have been warned final autumn that clients on means-tested advantages dwelling in a particular Glasgow postcode have been unable to use for the Warm Home Discount on-line. More than a 12 months later, the web site has nonetheless not been mounted.

Tenants and charities have criticised the facility firm, with Energy Action Scotland telling the BBC that it is “absolutely incredible” the issue hasn’t been solved.

Scottish Gas stated addresses for brand spanking new construct properties might not have been registered appropriately with Royal Mail and it hopes to have the web site up to date.

The Warm Home Discount of £150 is paid routinely by power suppliers to these on the assured factor of Pension Credit.

Other households of any age on a low earnings will also be eligible through the “broader group” class, however they need to manually apply and enter particulars about their means-tested profit.

Annie Dougherty, 71, lives in Govan along with her husband Sammy.

She tried to use on-line through the Scottish Gas web site in November 2024 however discovered her postcode was lacking from the dropdown field on the location.

This meant she couldn’t proceed her software.

Annie believes she is eligible for the low cost as a result of she claims Housing Benefit.

She instructed BBC Scotland: “I think it’s ridiculous.

“I do not know what they’re enjoying at. They say our postcode is not registered with Scottish Gas web site however they handle to ship us payments with our postcode on them.

“We didn’t get the Warm Home Discount last year and we’re not getting it this year. That would make a big difference, it would be £150 off my bill each year.”

Annie stated she worries about her payments.

“I get fed up with it, I really do.

“We solely put our heating on if it is actually chilly. We go to our beds early so we do not have to have the heating on. And I solely put my tumble dryer on as soon as every week.

“I try my best to cut back on things but it’s hard.”

The flats the place the Doughertys stay have been inbuilt 2024.

“None of us in this block or the block next door get it,” Annie added.

Gordon Brown, of native charity Glasgow Action for Pensioners, first noticed the issue in November final 12 months, and stated he flagged it with the power provider.

He stated: “In this area we know of 46 residences where the Scottish Gas database doesn’t recognise the postcode.

“Most of them are aged individuals who could be on the qualifying advantages. These individuals could possibly be sitting chilly.”

He said Scottish Gas had offered a “workaround” for affected customers, but he described the process as “sophisticated”.

“They’ve instructed me to make use of the top workplace postcode after which cellphone up with a quantity from the web site and so they can kind it manually,” he stated.

“Why cannot they only repair their database?

“We don’t know how many people are in the exact same boat.

“People haven’t got the flexibility or time to cellphone them as much as ask what is going on on and why the web site does not work.”

Fuel poverty charity Energy Action Scotland said it was expecting an additional 250,000 households in Scotland to receive the broader Warm Home Discount payment this winter.

Households need to be receiving a means-tested benefit such as Housing Benefit or Universal Credit.

Suppliers then check eligibility with the Department for Work and Pensions or Social Security Scotland.

Frazer Scott, chief executive at Energy Action Scotland, said he found the situation in Govan “unimaginable”.

“It’s completely ridiculous that, for a corporation with the sources that Scottish Gas has, they can’t get this proper.

“It should have been sorted a long time ago.”

He added: “I cannot understand why it is left to the eligible person, someone who is in need of financial support and someone who is likely in difficult circumstances, that they have to try and come up with a fix for this when it should be energy supplier moving heaven and earth to help these people.

“There is a big query mark about individuals’s capacity to interact when most of the solely routes corporations appear to have obtainable lately are digital or web-based.

“Companies are not working hard enough to support all their customers fairly. People should be at the heart of the system, not processes.”

Scottish Gas stated it was “sorry to hear that some residents in Glasgow’s Govan area have had some trouble completing their Warm Home Discount application through the online portal”.

A spokesperson added: “It appears the address details for these new builds may not have been registered correctly with the Royal Mail and we’re helping to get these updated.

“To reassure clients, our advisors will help with finishing the shape and making certain their software is efficiently processed.”

BBC Scotland has contacted Royal Mail for remark.