This question is often asked on a weekly basis and is at the heart of all of our enquiries. We answer some of them frequently enough, but there are also occasions when you will receive more than one request and we will need to make the best possible decision. Let’s have a look at some of the main issues that people are concerned about and what we do. What are boiler grants?
It is the responsibility of our customers to ensure that all of their heating bills are covered. That is why we do not give boiler grants when the cost in the UK for our customers is £50,000 or more. Nor do we give boiler grants when the cost in the UK is £30,000 or more. To do so would be a breach of our Customers Billing (Scotland) Regulations 2007.
These Regulations define a ‘bonus’ as a sum paid by the customer to us in respect of a new, used or refurbished boiler, regardless of the price. In the UK, we receive this money through our normal service charges which we are obliged to charge our customers. So in essence, what we are paid is a ‘billing obligation’.
So the first thing we need to understand is that what we receive is a payment. It is not a grant. It takes time and money to make this happen. Also, we do not have control over the price the customer pays. It is our customers who decide what is acceptable.
What about the fact that some of our customers have received boiler grants over the years?
For more than 20 years, we have only given boiler grants to customers who have paid us more than £10,000 in fees since the start of our service. This is still the case. Customers who pay us more than the £10,000 threshold can get a boiler grant.
However, to be eligible for these boiler grants, the customer must have paid us £250 or more in boiler fees paid, but no other fees, in the last 12 months. We do not guarantee that we will make a boiler grant offer for customers over this threshold, but we will do our best to help them. This does not make any difference to a customer’s entitlement to a boiler grant where we have made a grant. A boiler grant will be a discretionary option that we will make available to all customers who meet the criteria set down in Regulations. We also want to note that a boiler grant is a choice that each customer makes for themselves, so it is totally up to the
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