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Energy giant backs down over voucher scheme that left Sutherland residents ‘falling through the cracks’

Woman puts coin in piggy bank near an energy meter
People in Lochinver were facing a trip to Ullapool to benefit from the energy bills support scheme. Image: Shutterstock

People in the north-west Highlands have been spared a 72-mile round trip to get help on their bills after an energy giant agreed to stump up.

A series of complaints had been made by Ovo Energy customers in Lochinver after it emerged they were struggling to benefit from the UK Government’s energy bills support scheme.

The scheme provides £400 worth of help towards paying gas and electricity bills over the winter.

The government had pledged to provide six monthly £66 vouchers until March.

Map detailing the route sutherland Ovo Energy customers would have to take from Lochinver to Ullapool
Ovo customers in Lochinver no longer need to take the trip to Ullapool over the winter months. Image: DC Thomson

But for Ovo customers with a pre-payment meter, the vouchers could only be claimed at a PayPoint.

With more than 28,000 locations across the UK, that isn’t a problem for many people.

But the nearest location with a PayPoint to Lochinver is 36 miles away in Ullapool.

If you’re staying in Sutherland, it’s still 43 miles to Kinlochbervie.

‘It’s unfair’

That left people in Lochinver with the choice of either finding their way to Ullapool, or missing out on the help altogether.

Thankfully, a combination of the Citizens Advice Bureau in Kinlochbervie, Highland MP Jamie Stone and The Press and Journal pressured Ovo Energy into acting.

After being approached by The P&J, a spokeswoman for the energy firm said: “For those in remote locations that aren’t near a PayPoint, we can arrange a cheque to be sent.

“Any electric customers who have exclusively used the Post Office – rather than PayPoint – for the last three months will automatically receive a cheque.”

Josie Gibberd is an Ovo customer and lives in Lochinver.

Josie Gibberd was facing a lengthy monthly journey to Ullapool. Image: Supplied

Before the firm’s change of heart, the 26-year-old was planning to take the bus to Ullapool to use the vouchers.

It would have been a three-and-a-half-hour round-trip. Because you’re unable to put more than £99 on a key at any time, it would have required six journeys.

That would have added up to more than £50 in bus fare. That’s more than 10% of the entire help on offer.

As the cost of living crisis ramps up, people need all the help they can get right now.

Josie said: “It’s quite unfair because it’s basically put a paywall up on getting the assistance.

“For anyone who’s got mobility issues or have to take young kids with them, it’s less than ideal.”

Energy bills remain a serious concern

After Ovo agreed to send cheques to their affected customers, Josie said: “I’m pleased they’ve sorted it out.

“My thanks to everyone involved.”

The issue was also affecting people in Durness, Tongue and Bettyhill, among others.

Caithness, Sutherland and Easter Ross MP Jamie Stone said he was concerned people in the Highlands “would fall through the cracks” when the energy scheme was announced.

That proved to be the case. But he is pleased with Ovo’s change of tack.

Caithness, Sutherland and Ross MP Jamie Stone smiling at the camera, wearing a tan coat, and dark glasses.
Caithness, Sutherland and Ross MP Jamie Stone. Image: Supplied

Mr Stone said: “Expecting pre-payment meter customers to travel over 70 miles just to cash in a voucher is completely unreasonable.

“It is even worse for customers who are elderly, disabled or rely solely on public transport.

“I am pleased they have agreed to change their policy.

“I am also grateful to the top-tier Citizens Advice Bureau staff in Sutherland. They have been working on this issue on behalf of their clients.

“Together we have achieved a positive result.”

Mr Stone is now asking Ovo to swiftly deliver the cheques to their customers in the Highlands.

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