Thousands of energy customers are set to receive compensation after regulator Ofgem ordered Ovo Energy to pay £2.77million over delayed warm home discount payments.
Nearly 12,000 households were left waiting more than 19 months for the support, which is meant to help with winter energy bills.
The delays were caused by an internal system error that meant the supplier missed the 31 March 2024 deadline.
As a result, 11,646 customers only received their payments in November 2025.
This failure deprived vulnerable customers of essential energy support throughout the coldest winter period.
According to Ofgem, the company fell "significantly short of its obligations" in delivering this crucial assistance to those who needed it most.
Among those affected, 7,726 customers were registered on the priority services register, identifying them as vulnerable individuals requiring additional support.
More than 4,000 of these were classified as medically vulnerable, making the delayed payments particularly harmful.
The compensation package will see all impacted households receive £150 directly, with those deemed medically vulnerable entitled to an additional £150 payment.
Customers who experienced self-disconnection between March 31 and May 31 2024 will also receive £100 for each instance.
Self-disconnection occurs when prepayment meter users lack sufficient funds to top up, causing their supply to cut out automatically.
Eligible UK households are set to receive energy bill support this month | GETTYAn OVO spokesperson said: We're very sorry that some customers did not receive their Warm Home Discount payments on time. We have worked closely with Ofgem to understand what went wrong and to put measures in place to ensure it does not happen again.
"We did not meet the high standards of service we set for ourselves, and all affected customers have now been compensated."
The warm home discount scheme provides a one-off £150 reduction applied directly to electricity bills for eligible households, rather than being paid as cash.
The programme targets low-income pensioners and those vulnerable to cold-related illness or living in fuel poverty.
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Eligibility extends to recipients of various means-tested DWP benefits, including Universal Credit, Pension Credit (both Guarantee Credit and Savings Credit), Housing Benefit, Income Support, income-based Jobseeker's Allowance, and income-related Employment and Support Allowance.
Most qualifying customers receive the discount automatically without needing to apply, though some may be contacted to provide additional information to confirm their eligibility.
Ofgem has ordered Ovo to pay £2.77million in compensation
Neil Lawrence, director of delivery and schemes at Ofgem, emphasised the importance of timely support for those struggling with energy costs.
"The warm home discount is a vital source of support for vulnerable energy consumers," he said.
"Delays of this magnitude can cause real harm, particularly for those experiencing fuel poverty who also have medical needs."
He stressed that energy suppliers must act promptly and accurately when delivering these payments, warning that the regulator stands ready to take firm action when they fail to do so.
"Failures of this kind are unacceptable, and we will continue to intervene where necessary to ensure customers receive the support they are entitled to,"Mr Lawrence added.
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