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Energy Bill Support Scheme Advice for Prepayment Meter Customers

November 16, 2022

Fuel Bank Foundation has issued advice to prepayment energy meter customers who haven’t yet received or redeemed the first Energy Bill Support Scheme (EBSS) voucher.

According to figures from the Post Office, the UK’s biggest voucher processor, only 60 per cent of those eligible have claimed the support.

PayPoint also reported that of the 800,000 vouchers it expected to process in October, worth a total £52.8million, only £27million had been redeemed.

Whilst Direct Debit customers will automatically receive the EBSS payment into their bank account, prepaid meter customers must redeem a voucher to receive the discount.

Vouchers are issued via text message, email or post the first week of each month.

We are concerned by the high number of people who have yet to redeem the EBSS voucher and would urge anyone who hasn’t done so to firstly check they have received it and secondly to redeem it as soon as possible. Vouchers can be used at local PayPoint and PayZone shops or the Post Office, depending on the energy supplier.

Matthew Cole, Head of Fuel Bank Foundation

He continued, “If you haven’t yet received a voucher, contact your energy supplier to make sure they have your correct contact details. Also, if you have opted to receive the voucher via email, check your spam folder as the email may have automatically been filtered.

“The main thing to remember is that as a prepayment meter customer you are still entitled to help through the EBSS, the same as Direct Debit customers. Any missed payments from October and November should also be backdated and paid to you.”