Postcode glitch freezes pensioners out of winter heating benefit

A postcode validation error on Scottish Gas's online Warm Home Discount portal has prevented residents in a Glasgow neighbourhood from applying for the benefit, more than a year after warnings were raised. The Warm Home Discount, worth £150, is paid automatically to people who receive Pension Credit’s guaranteed element, while a broader group can qualify by applying manually if they are on a means-tested benefit. The issue centers on a missing or unrecognized postcode in the supplier’s online form, which blocks eligible customers from completing an online application.

Annie Dougherty, a 71-year-old resident of Govan, tried to apply online in November 2024 but found her postcode missing from the site’s dropdown. She and her husband, Sammy, say they have not received the Warm Home Discount last year or this year, and that the missing postcode blocks their access despite receiving bills showing their address. Dougherty said the potential £150 discount would make a meaningful difference for their finances. She described the situation as frustrating and noted that the flats in their block, built in 2024, do not appear to be included in the system.

Residents beyond Dougherty’s block have reported similar problems. Gordon Brown, who runs the Glasgow charity Glasgow Action for Pensioners, first spotted the issue in November last year and said he alerted the energy supplier. He told BBC Scotland that in the area there are about 46 residences whose postcodes the Scottish Gas database does not recognise, many of them elderly and likely eligible for the benefit. Brown said the supplier has offered a workaround, but he described it as complicated and resource-intensive for customers to execute. He emphasized that people do not always have the time or ability to navigate phone-based fixes, which can leave vulnerable households at a cold-weather disadvantage.

Gordon Brown noted that the problem has persisted for more than a year and questioned why the fix could not be implemented directly in the database. He warned that many eligible households could be sitting without the relief they need as winter approaches.

Frazer Scott, chief executive of Energy Action Scotland, described the situation as incredible and argued that it should have been resolved given the resources at Scottish Gas. He said the difficulty of engaging a population that increasingly relies on online channels raises questions about how energy suppliers support vulnerable customers and ensure fair access to relief programs. He argued that the onus should not be on households to devise workarounds when the program is designed to help those in financial hardship.

Not registered correctly. Scottish Gas acknowledged the trouble some residents in Glasgow’s Govan area have faced completing the online Warm Home Discount application. A spokesperson said the address data for new builds may not have been registered properly with Royal Mail, adding that the company is working to update the information. The spokesman added that advisers are available to help customers complete the form and ensure applications are processed successfully. BBC Scotland has contacted Royal Mail for comment.

Energy Action Scotland said the winter would bring more households into the broader Warm Home Discount program than previously expected. The charity estimated that about 250,000 additional households could receive the broader payment this winter, in addition to automatic eligibility through Pension Credit. The organization emphasized that eligibility for the broader group requires verification of a means-tested benefit, such as Housing Benefit or Universal Credit, with checks conducted by the Department for Work and Pensions or Social Security Scotland.

The issue illustrates how postcodes and new-build registrations can affect access to fuel-cost relief at a time when household bills remain a major economic factor for families. Scottish Gas said it is updating its portal and recommended that customers contact support if their online application is blocked, while advisers can help complete the form and confirm that an application is correctly submitted. BBC Scotland said it has asked Royal Mail for comment as part of ongoing coverage.

The Scottish government and energy charities continue to monitor access to the Warm Home Discount, which remains a key tool for helping low-income households cope with winter energy costs. The current online-access bottleneck underscores the importance of robust data management by energy suppliers and the value of accessible customer support channels for vulnerable customers.