Postcode glitch freezes pensioners out of winter heating benefit

Katy McCloskey and Chris ClementsBBCSammy and Annie Dougherty imagine they qualify for the Heat Residence Low cost, however their postcode is not recognised by the Scottish Fuel on-line utility type.Folks on low incomes might be dropping out on a grant for winter heating payments as a result of postcodes are lacking from an power provider’s web site.Scottish Fuel have been warned final autumn that clients on means-tested advantages residing in a particular Glasgow postcode have been unable to use for the Heat Residence Low cost on-line. Greater than a yr later, the web site has nonetheless not been fastened.Tenants and charities have criticised the facility firm, with Vitality Motion Scotland telling the BBC that it is “completely unbelievable” the issue hasn’t been solved.Scottish Fuel stated addresses for brand spanking new construct properties might not have been registered accurately with Royal Mail and it hopes to have the web site up to date. ‘That cash would make a giant distinction’The Heat Residence Low cost of £150 is paid routinely by power suppliers to these on the assured component of Pension Credit score.Different households of any age on a low revenue will also be eligible through the “broader group” class, however they should manually apply and enter particulars about their means-tested profit.Annie Dougherty, 71, lives in Govan together with her husband Sammy.She tried to use on-line through the Scottish Fuel 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 utility.Residents of a Glasgow postcode have been unable to use for the profit through the Scottish Fuel web site.Annie believes she is eligible for the low cost as a result of she claims Housing Profit.She advised BBC Scotland: “I believe it is ridiculous.”I do not know what they’re taking part in at. They are saying our postcode is not registered with Scottish Fuel web site however they handle to ship us payments with our postcode on them.”We did not get the Heat Residence Low cost final yr and we’re not getting it this yr. That will make a giant distinction, it will be £150 off my invoice every year.”Annie stated she worries about her payments. “I get fed up with it, I actually 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 strive my finest to chop again on issues however it’s laborious.”The flats the place the Doughertys stay have been inbuilt 2024.”None of us on this block or the block subsequent door get it,” Annie added.Lacking postcodes ‘flagged a yr in the past’Gordon Brown, of native charity Glasgow Motion for Pensioners, first noticed the issue in November final yr, and stated he flagged it with the power provider.He stated: “On this space we all know of 46 residences the place the Scottish Fuel database does not recognise the postcode.”Most of them are aged individuals who can be on the qualifying advantages. These individuals might be sitting chilly.”He stated Scottish Fuel had provided a “workaround” for affected clients, however he described the method as “difficult”.”They’ve advised me to make use of the top workplace postcode after which cellphone up with a quantity from the web site and so they can type it manually,” he stated.”Why cannot they only repair their database?”We do not understand how many individuals are in the very same boat. “Folks do not have the flexibility or time to cellphone them as much as ask what is going on on and why the web site does not work.”Gordon Brown – of Glasgow Motion for Pensioners – recognized the lacking postcode greater than a yr in the past.Gasoline poverty charity Vitality Motion Scotland stated it was anticipating a further 250,000 households in Scotland to obtain the broader Heat Residence Low cost cost this winter.Households should be receiving a means-tested profit akin to Housing Profit or Common Credit score. Suppliers then examine eligibility with the Division for Work and Pensions or Social Safety Scotland. Frazer Scott, chief govt at Vitality Motion Scotland, stated he discovered the scenario in Govan “unbelievable”.”It is completely ridiculous that, for a corporation with the sources that Scottish Fuel has, they can not get this proper.”It ought to have been sorted a very long time in the past.”He added: “I can’t perceive why it’s left to the eligible particular person, somebody who’s in want of monetary assist and somebody who is probably going in troublesome circumstances, that they should attempt to provide you with a repair for this when it ought to be power provider shifting heaven and earth to assist these individuals.”There’s a large query mark about individuals’s capacity to interact when lots of the solely routes corporations appear to have out there nowadays are digital or web-based.”Corporations will not be working laborious sufficient to assist all their clients pretty. Folks ought to be on the coronary heart of the system, not processes.” ‘Not registered accurately’Scottish Fuel stated it was “sorry to listen to that some residents in Glasgow’s Govan space have had some hassle finishing their Heat Residence Low cost utility by the web portal”.A spokesperson added: “It seems the tackle particulars for these new builds might not have been registered accurately with the Royal Mail and we’re serving to to get these up to date.”To reassure clients, our advisors can assist with finishing the shape and guaranteeing their utility is efficiently processed.”BBC Scotland has contacted Royal Mail for remark.