Winter Energy Payment letters
02 July 2018.
Sorry if you got a letter using the original name we had for you rather than the name you use now.
We recently sent out letters granting the Winter Energy Payment. Unfortunately, we used people’s original names rather than the name they now use.
We know this will have been upsetting for some people and want to say sorry. We’re writing to people to apologise to them.
This happened when we were setting up the letters for the new Winter Energy Payment. Because we had to send so many, we needed to generate the letters in a different way than we usually do. Unfortunately, we made a coding error when developing this letter. This meant it picked up the first name recorded on people’s file, rather than their most recent and correct name.
We’ll pay the Winter Energy Payment into people’s bank account as expected.
Once again, our sincere apologies for this mistake. This is the only letter affected and we’re doing everything we can to make sure nothing like this happens again.
If you’re concerned about this or have any questions please send us your feedback or call us.
We know how much names matter, and want to make sure we’re getting it right. Please let us know if yours isn’t and we’ll correct it.