British Gas customers have been left in limbo waiting for a £140 discount on their winter energy bills - despite the scheme closing weeks ago.
The UK's largest energy provider offers the Warm Homes Discount - along with most suppliers - as a reduction on heating bills for those who are considered to be vulnerable or in an 'at-risk' household.
But British Gas confirmed that some prepayment meter households still haven't received the support, despite the government's March 31 deadline.
Eligible British Gas customers who are on prepayment meters were due to be sent a barcode to get the £140 credit top up between October and early spring.
However, thousands are still waiting for those codes almost a fortnight after the deadline passed.
It comes amid a smart meter error that's resulted in some households being told their energy bills have risen to thousands a day.
Gas and electricity bills have soared after the energy price cap jumped 54% on April 1 - meaning the support has never been so crucial.
The cap is base d on typical usage, but on average it could leave households paying £693 a year more for gas and electricity.
British Gas said affected households should receive their barcodes this week.
"We are aware that a small number of our prepayment customers have not yet received the barcode needed to get the credit on their meter," British Gas said.
"They need not worry or get in touch, we can confirm these barcodes have been issued and will be with them within the next couple of days. We’re very sorry for the delay, we know that it’s a very difficult time."
If you haven't received the discount, but you're not a prepayment meter customer - for example, if you pay by direct debit - you should contact British Gas.
How can I get the Warm Home Discount?
The Warm Home Discount Scheme is a one-off subsidy of £140 that is designed to help cover the cost of heating your home.
The money is not paid to you as a cash sum. Instead, it is normally paid directly to your energy supplier, who will then apply the discount to your energy bills.
However, the way it is run is changing in the autumn, with different eligibility criteria and the £140 payment rising to £150.
People in the "core group", such as those who get the guarantee credit element of pension credit get the support automatically.
However others have to apply - and sometimes it's at the discretion of the provider.
Previously, people who claimed Disability Living Allowance or Personal Independence Payments could get the cash if it was included in their supplier's criteria.
But now they will have to claim another, means-tested, benefit to qualify.
From October, there will be a second "core group" of people benefits including housing benefit and Universal Credit.
Those households will have the level of their energy costs taken into account before the payment is granted.
The support scheme has closed for winter 2021 to 2022 but will reopen in October.
