Which? reported on 14 February 2023 that 1.42 million vouchers for cost of living support for prepayment energy customers, issued in October and November 2022, had not yet been redeemed, according to government data1. Across all regions in England, Wales and Scotland, 4.07 million vouchers were issued across those two months, of which 2.65 million have since been redeemed1. The percentages were calculated from government figures published on 14 February 20231.
Under the Energy Bills Support Scheme, every household was entitled to £400 of help with energy bills from October 2022 to March 2023, paid in six monthly instalments of £66 or £671. Households paying by direct debit, on receipt of bills, or through a smart prepayment meter received the discount automatically; those on traditional prepayment meters had to take action to get the money1. Vouchers are valid for three months and can be reissued for a further three months if they have expired, but the customer must ask their energy company to do this, and all vouchers must be used before the end of June 20231. Vouchers are also being issued in Northern Ireland1.
Redemption rates for October and November 2022 varied by nation and region1:
| Region | Vouchers redeemed |
|---|---|
| London | 52% |
| South East England | 62% |
| Scotland | 65% |
| South West England | 65% |
| East of England | 68% |
| North West England | 68% |
| West Midlands | 68% |
| Wales | 70% |
| East Midlands | 71% |
| North East England | 72% |
| Yorkshire and the Humber | 72% |
In London, more than 180,000 homes risked missing out on £132 of support, and 13 London boroughs had less than 50% of vouchers redeemed, with the lowest take-up in the City of London, Kensington and Chelsea and Westminster1. Scotland and South East England had the next lowest rates; combined, at least another 167,000 homes could be missing out1. In North West England and the Midlands, more than 130,000 households may not have received their October and November payments1. The data covers only October and November 2022; vouchers for December and January 2023 should have been received by then, but regional data on these had not been published1.
Rocio Concha, Which? Director of Policy and Advocacy, said:
"These latest figures are really concerning, with London particularly badly affected as just over half (52%) of traditional prepayment meter energy bill support scheme vouchers were redeemed in the capital last autumn. This is significantly lower than other areas of Great Britain - possibly due to the fact that there are more renters in the capital so contact information may not be up to date."
Why it matters for households
The £400 was a fixed discount on bills, not a payment that could be banked later. For households on traditional prepayment meters, the money only reaches the meter when a voucher is taken to a Post Office or PayPoint and used to top up1. An unredeemed voucher therefore leaves that month's £66 or £67 outside the home, and the household pays the full cost of the energy it uses in the meantime. Because the scheme closed to new redemptions after June 2023, a voucher that was never reissued and used represents support that was never received. The regional pattern matters for energy independence in a narrow sense: the households least likely to have claimed are those on prepayment meters, who Which? describes as more likely to be vulnerable and on lower incomes1. Where contact details are out of date, as Which? suggests may be the case among renters in London, the supplier cannot deliver the credit at all1.
What happens next
Vouchers issued for October and November 2022 had expired by the time the data was published, but could be reissued for a further three months on request to the energy company, and all vouchers had to be used before the end of June 20231. Which? called on the government, local authorities and energy suppliers to work together to share best practice and improve the scheme, and said traditional prepayment meter customers should be prioritised in smart meter roll-outs where appropriate so that support can be delivered automatically in future1. No further regional data on December 2022 and January 2023 vouchers had been published at that point1.