The Warm Home Discount Scheme has changed for 2022/23. This page will answer some of the frequently asked questions that we've heard from our customers in regards to the Warm Home Discount Scheme.  

Click on the questions to display the answer: 

What is the Warm Home Discount Scheme?


The Warm Home Discount Scheme is a Government initiative designed to support lower income households through the winter. If your household qualifies, you will receive a one-off payment of £150 on your energy bill.



Am I eligible for the Warm Home Discount Scheme?


You can find if you're eligible by accessing our Eligibility page.



When does the Warm Home Discount start?


Credits are usually applied from October to the end of March. However, this year’s scheme has been slightly delayed due to administration changes. So credits will be added to accounts slightly later, in November this year. 


We have no control over when the Government inform us of who is eligible to receive core group rebates. If you have been told you are eligible for Warm Home Discount in a letter from the Government but have not received it by March 2023 please contact us.



How do I apply?


Core Group 1 - (England, Wales and Scotland)


You don’t need to apply to Core Group 1. To be part of Core Group 1, you will need to be in receipt of the Guarantee Element of Pension Credit. 


If you are eligible you will receive a letter from the Department of Work and Pensions informing you that you qualify, after which we’ll automatically apply your credit to your account between November 2022 and March 2023.


Core Group 2 - (England and Wales only)


You don’t need to apply to Core Group 2 as this replaces Broader Group for households in England and Wales. To be part of Core Group 2, you will need to meet the government's criteria for it - you can find more here or check your eligibility on the Government eligibility checker.


If you are eligible you will receive a letter from the Department of Work and Pensions informing you that you qualify, after which we’ll automatically apply your credit to your account between November 2022 and March 2023.


The first letters will be sent out on 7th November 2022. Mailing is staggered and will be completed by mid-December. 

You don’t need to contact anyone to claim the discount, but if you would like any more information about the Warm Home Discount Scheme:

  • go online at: www.gov.uk/the-warm-home-discount-scheme
  • call the Freephone helpline: from 8.00am to 6.00pm Monday to Friday for general enquiries from 28th November 2022 - the number will be published on this day.

Broader Group  - (Scotland only)


Only households in Scotland need to apply for Broader Group as the government is unable to implement Core Group 2 in Scotland due to technical considerations. To apply for the Broader Group you will need to log into your So Energy account to complete the application form. During the application process, you may be asked to submit proof of your eligibility which will need to be a photo or copy of a document outlining the benefits you receive.



I'm not a So Energy customer, can I apply for the Broader Group scheme (Scotland only)?


You will need to be a So Energy customer to apply for the Broader group scheme with us. If you’re not currently a customer you can switch your energy to us and apply for the scheme if you’re eligible. If you’re looking to switch to us please remember there are a limited number of applications each year and they are awarded on a first-come, first-served basis.



I'm part of the Core Groups but moved to you after 21st August 2022. Will I still receive my £150 credit from So Energy?


If you joined So Energy after 21st August 2022 your previous supplier will still be obligated to provide you with the rebate (providing they are taking part in the scheme) even though you are no longer their customer. If your energy supplier went out of business, please contact the supplier that took over (as part of the Supplier of Last Resort Process) for more information.



What if I believe I should be part of the Core Groups but I haven't received a letter from the Department of Work and Pensions? 


If you do not receive a letter but believe that you should have, you will need to contact the government. The government's official helpline for Warm Home Discount will be open from 14th November 2022 - the phone number has yet to be published, we will publish it as soon as we know it.



When will the Broader Group scheme open (Scotland customers only)?


Our Broader Group scheme is now open. A tile will appear in your account home page (see picture below) for you to select to access the application form. This is for households based in Scotland only. 




When will I find out if I'm successful for Broader Group (Scotland customers only)?


We will be reviewing the first batch of applications in January and will provide email confirmation once your application has been reviewed. You can log in to your online account at any time to see an update on the status of your application. This is for households based in Scotland. 



If I'm part of the Broader Group (Scotland customers only), when will I receive the credit?


Credits will be applied to accounts by 31st March 2023, please note that you will need to be on supply with So Energy until the credit is awarded.  Also important to note that the credit will be added directly to your So Energy account to be deducted from your future bills - this amount cannot be credited to your bank account at any point.



Why might I have to send supporting documents for my Broader Group Application (Scotland customers only)?


Ofgem has asked us to collate proof of eligibility for the Broader Group to ensure that we are helping the right people.

If you provide us with documentary evidence, it will be stored on a secure database and kept for no longer than 12 months after the scheme year ends.



What if I don't agree with your decision for the Broader Group (Scotland customers only)?


Our decision is final based on your application and supporting documents. If you need to change your application answers for any reason, please contact our Customer Services Team. If you do change your answers you may be asked to provide further supporting evidence.



How many discounts will you give?


The Warm Home Discount obligation is divided between suppliers according to their market share. This means that the amount of credit each supplier can award will be different and could change each year. 




Can the Warm Home Discount be applied to the gas element of my bill?


The Warm Home Discount credit is applied to the electricity element of your bill. If you want it to be applied to the gas element you need to contact us on 0330 111 50 50 to request it. 


If we supply your gas only you can switch your electricity to us and apply for the scheme, if you’re eligible, otherwise you should contact your current electricity supplier.



Do I qualify for Warm Home Discount if I get Employment and Support Allowance (ESA - Scotland only)?


  • If you receive Income-related ESA it must include support or work-related activity component to qualify for the Warm Home Discount under the Broader Group in Scotland only.


You can get income-related ESA: 

  • If you get the severe disability premium or are entitled to it 
  • If you received or were entitled to the severe disability premium in the last month, and are still eligible for it 
  • If you're in the support group for income-related ESA, you are entitled to “enhanced disability premium” and therefore automatically qualify for the additional criteria. Additional information on Employment and Support Allowance (ESA) can be found here