Home Heating Oil Support Scheme - FAQs

The Scheme is being delivered by the Department for Communities on behalf of the NI Executive. Funding will provide support of £100 per eligible household in the form of a digital pre-paid card that can only be used with heating oil suppliers in Northern Ireland.

For information about the Home Heating Oil Support Scheme, or to apply, visit nidirect.gov.uk/oil-support-scheme. Alternatively, the Department's scheme contact number is 0800 072 0266. 

Please be aware that if you are contacted by the Department for Communities in relation to any of our services, you can choose to call us back on the number you would normally use.  You will never be asked for your personal bank details.

Questions about the Scheme

What help is available from the Scheme?

The help will be in the form of a digital pre-paid card, which can be used with oil suppliers in Northern Ireland. 

How much will the digital pre-paid card be worth?

£100 

When can I apply for the Home Heating Oil Support Scheme? 

Applications will be open from 9 September 2026 to 31 March 2027.

Do I need to live in Northern Ireland to get help from the Scheme?

Yes, the Scheme is only open to people living in Northern Ireland.

Do I need to be on benefits to get help from the Scheme?

No. If you are a single person or a couple (including pensioners) with a joint annual income that equates to less than £30,000 (net of allowable deductions) you may be eligible for the Scheme.

What are the qualifying benefits for the Scheme?

Qualifying benefits are:

• Pension Credit 
• Universal Credit 
• Income Related Employment & Support Allowance     
• Disability Living Allowance 
• Personal Independence Payment 
• Attendance Allowance 
• Armed Forces Independence Payment
• Constant Attendance Allowance in respect of Industrial Injuries Disablement Benefit
• Constant Attendance Allowance in respect of War Pension Scheme 
• War Pension Mobility Supplement 

What if I have not been living at home during the qualifying period?

Some exclusions apply if you have been in hospital, prison, residential or nursing care for the whole of the qualifying period.

What are the qualifying periods for the Scheme?

The qualifying periods are April 2026 and November 2026. 

Do I need to be eligible in both qualifying periods?

No, you only need to be eligible for at least one day in either of the qualifying periods. 

Can I apply to the Scheme if I use another heating source e.g. gas?

No, the Home Heating Oil Support Scheme is designed specifically to help qualifying households who rely on home heating oil.

Can I receive more than one digital pre-paid card?

No. Individuals can only receive one digital pre-paid card from the Scheme.  

How can I make an application to the Scheme?

Applications to the Home Heating Oil Support Scheme can be made by completing the online application form which is only available at Home heating oil support | nidirect.

Is there an alternative method of applying for this payment?

The main method of applying for this payment is by completing the online application form available on the website nidirect.gov.uk/oil-support-scheme. If you need support with the application a telephone service is available by phoning 0800 072 0266 or you can get help at a local Jobs & Benefits office. 

Can I get help to complete my application form? 

Yes. If you need help to complete your application, you can contact the Home Heating Oil Support team using the dedicated telephone line 0800 072 0266.  Staff in Jobs & Benefits offices can also help with the application process. If you have someone you can trust, an appointee or a power of attorney, they can make the application on your behalf.

Can I apply for support from this Scheme on behalf of someone else?

Yes, but you should only apply on behalf of the eligible person, if:

• they need assistance because they can’t apply for themselves and they have asked you for support; or
• you are an appointee or have power of attorney; or
• you are responsible for a young person under the age of 16, who is in receipt of Disability Living Allowance.

Can I apply for the Scheme if I live outside Northern Ireland but work in Northern Ireland, pay tax or National Insurance in the UK, or otherwise contribute economically and socially to Northern Ireland?

No, it is the residential location that is the basis for determining eligibility, not where a person works, shops, uses services or earns their income.

Do I have to own my house to receive this digital pre-paid card?

No, eligibility is defined by occupation of a Northern Ireland residential address as the applicant’s sole or main dwelling.

More than one person living in my household may qualify, who should apply?

Anyone can apply, however a digital pre-paid card will only be awarded to the first eligible person applying from any individual address.

I live in a multi-occupancy dwelling. Will I be eligible for help from the Scheme?

If you meet the eligibility criteria, you may receive help from the Scheme. However, a digital pre-paid card will only be awarded to the first eligible person applying from a multi-occupancy address. 

If I live in a multi-occupancy dwelling with other people, will you consider the other occupant’s income?

If you live in a multi-occupancy household and you make the claim, we will only consider your individual income. If you are part of a couple, we will consider you and your partner's income. Income from other residents will not be considered.  However, a digital pre-paid card will only be awarded to the first eligible person applying from a multi-occupancy address.

What information do I need to apply? 

The following information is required to make an application to the Scheme:

• National Insurance Number (NINO)
• Full name including any middle name(s) if applicable
• Northern Ireland address where you are resident
• E-mail address and/or smartphone number 
• Partner name and National Insurance Number (if applicable)
• Details of earnings (if applicable)
• Qualifying child details (if applicable)

Most fields are mandatory for eligibility check purposes. Failure to complete any of the mandatory data fields will mean your application will not be accepted.

Can another member of my household claim for this digital pre-paid card?

Yes, but there will only be one digital pre-paid card allowed per residential address based on the first eligible application received. 

Do I need to enter my email on each occasion if I am assisting someone with their application applying on behalf of other people? 

No, only if the person you are assisting with their application has specifically asked you to receive notifications on their behalf unless you are their appointee or power of attorney in which case you will need to enter your email address for notifications.

Will I be entitled if I was in prison during the qualifying period?

If you were in prison for the entirety of both qualifying periods (April 2026 and November 2026) you are not eligible for help from the Home Heating Oil Support Scheme.

However, if you were only in prison for part of the qualifying periods you may still be entitled to support from the Scheme.

Will I be entitled if I was in hospital during the qualifying period?

If you were a hospital inpatient for the entirety of both qualifying periods (April 2026 and November 2026) you are not eligible for help from the Home Heating Oil Support Scheme.

However, if you were only a hospital inpatient for part of the qualifying periods you may still be entitled to support from the Scheme.

Will I be entitled if I was in any other type of care during the qualifying period?

If you were in any other type of care for the entirety of both qualifying periods (April 2026 and November 2026) you are not eligible for help from the Home Heating Oil Support Scheme.

However, if you were only in care for part of the qualifying periods you may still be entitled to support from the Scheme.

Will everyone who is eligible receive a Home Heating Oil Support Scheme digital pre-paid card or are they allocated on a first come, first served basis? 

Everyone who meets the eligibility criteria and makes an application will receive a card, subject to the one digital pre-paid card per residential address or qualifying person/couple restriction.

Can my application be fast-tracked as I am vulnerable?

All applications to the Scheme will be treated equally and processed in application date order. 

What happens after I apply? 

When you have completed and submitted your application through the online portal, you will be provided with a unique Claim ID reference number. This confirms your application has been received. 

If evidence is required to support your application, you will be advised. Once a decision has been made you will receive a notification by email, text message or letter. 

If your application has been successful, details of how to activate your digital pre-paid card will be included in the notification. 

If your application has been unsuccessful, you will be provided with the reason for the disallowance and you will be advised of your review rights should you wish to have the decision reviewed.

What happens if I don’t receive a notification?

You can contact the Department on the dedicated telephone line 0800 072 0266 to check the status of your application.

What happens if I realise I made a mistake on my application after I have already submitted the form? 

You can contact the Department on the dedicated telephone line 0800 072 0266 for help and advice.

What additional evidence may I be asked to provide to support my application? 

You may be asked to provide evidence in support of your application to enable the Department to verify your eligibility for assistance under the Scheme.

This may include:

• proof that you use heating oil as your main source of heating for the address on your application form, or  
• proof of household income. 

This list is not exhaustive, and all evidence required will depend on your answers given on the application form. 

How can I send in the evidence requested?

You will be advised when the request for evidence is made. 

You MUST always include your Name, Address, National Insurance Number and Claim ID with any supporting evidence you send.

What if the evidence is not submitted on time or is unacceptable? 

If you do not submit the evidence required to support your application within 30 days of request your application will be disallowed and a decision notification will be sent either by email, text message or letter. 

How long will it take to verify the evidence?

Evidence will be verified as soon as possible after receipt by a member of staff from the Department. All applications and evidence will be dealt with by date order of receipt.  

How/when will I know my application for the Home Heating Oil Support Scheme has been successful? 

If your application has been successful, we will send you a decision notification either by email, text message or letter. 

How will the payment be made?

A unique hyperlink with instructions on how to redeem your digital pre-paid card will be included in the decision notification sent to the email address you provided. If you do not have an email address, it will be sent to your smartphone and if you do not have a smartphone, it will be posted to your address.

How long will the decision take after my application has been submitted?

We will aim to send you a decision notification within 10 days of having received your application or receipt of any subsequent supporting evidence that may be required.

If approved, how will I receive my Home Heating Oil Support Scheme digital pre-paid card? 

If your application has been successful, you will receive notification either by email, text message or letter. For notifications issued by email and text, a unique hyperlink will be sent that can be clicked on to activate the £100 digital pre-paid card. A unique hyperlink and a QR code will be sent by letter to applicants who do not have an email or smartphone.

How do I activate my digital pre-paid card? 

Instructions on how to activate your unique hyperlink to get your digital pre-paid card will be included in your decision notification. You will be required to go through the 'Know Your Customer' process to verify your identity. You will need to provide your name, address, date of birth, email address and phone number. To complete activation, you may be asked for a 6-digit one-time passcode (OTP) which will be sent to the email address you provide. You will need to input this OTP when requested to confirm activation. This OTP will be issued by the service provider HUGGG and not from the Department for Communities. 

If you cannot do this yourself, staff in Jobs & Benefits offices can help and share the details with you. Once activated, you will continue to be able to view your digital pre-paid card details via your unique hyperlink. 

Can I use the digital pre-paid card as soon as I receive it?

Yes, once the unique hyperlink has been activated, your digital pre-paid card is available for immediate use.   

How long will I have to activate my unique hyperlink, is there an expiry date?

The unique hyperlink will be valid for 3 months from the date notification has been issued. If not activated within this time limit the unique hyperlink will expire.

How long will I have to use the digital pre-paid card once the unique hyperlink has been activated, is there an expiry date on the digital pre-paid card?

Once you have successfully activated your unique hyperlink and generated the digital pre-paid card, this will be valid up until the end of the month following the date of activation. For example, if activated on 20 September 2026, it will be valid up until 31 October 2026.

I have not activated my unique hyperlink and it has now expired, what should I do?

You can contact the Department on the dedicated telephone line 0800 072 0266 for help and advice.

I have not used my digital pre-paid card and it has now expired, what should I do?

Digital pre-paid cards must be spent in full by the expiry date. If the digital pre-paid card remains unused after the expiry date, you can contact the Department on 0800 072 0266 for help and advice about a replacement.  

How do I use my digital pre-paid card?

Once you have activated your unique hyperlink this will generate the digital pre-paid card which you can use to purchase home heating oil with a supplier in Northern Ireland. 

You may be able to use the digital pre-paid card online dependent on your chosen supplier if your order is for £100 or less. If you wish to purchase more than £100 of home heating oil, you should contact your oil supplier and use the £100 digital pre-paid card as part payment. The remaining balance can then be paid using an alternative payment method.

Can I check the balance on my digital pre-paid card? 

No, it is not possible to check the remaining balance available on your digital pre-paid card. If you are unable to spend the full £100 in a single transaction, you should keep a record of the amount spent and any remaining balance on your digital pre-paid card. The remaining amount must be spent in full by the expiry date. Partially spent digital pre-paid cards cannot be re-issued. 

I have not received my unique hyperlink yet?

A unique hyperlink will be included in your decision notification if your application has been successful. If, for some reason you have not been provided with a unique hyperlink on your notification you should contact the Department on the dedicated telephone line 0800 072 0266 for help and advice. 

Can I use my Home Heating Oil Support Scheme digital pre-paid card to make purchases other than home heating oil? 

No. The Home Heating Oil Support Scheme digital pre-paid cards are restricted and can only be spent on home heating oil. 

Can I use my Home Heating Oil Support Scheme digital pre-paid card to order oil over the telephone? 

This will be dependent on the oil provider’s ability to accept card payments. 

Will my current heating oil supplier accept my digital pre-paid card?

Oil providers across Northern Ireland have been provided details of the Scheme. If they currently accept card payments, they should be able to accept the digital pre-paid card. 

How can I ensure I get the best price when buying oil?

Northern Ireland's home heating oil market is highly competitive, with many suppliers operating across the region. To help you secure the best value, you should compare prices from a range of suppliers before placing an order.

The Consumer Council's Home Heating Oil Price Checker provides up-to-date pricing information from suppliers across Northern Ireland and can help you identify the most competitive prices available in your area.

You may also wish to consider joining the Northern Ireland Housing Executive's Oil Buying Network, which brings households together to purchase home heating oil in bulk. By combining orders, members can often benefit from lower prices than those available through individual purchases.

Taking time to compare prices and explore collective buying options can help ensure you get the best possible value for your home heating oil purchase.

Can I use my home heating oil digital pre-paid card to purchase oil from a supplier from outside Northern Ireland?

No, the Home Heating Oil Support Scheme is restricted to oil suppliers based in Northern Ireland.

Can I use my Home Heating Oil Support Scheme digital pre-paid card as part payment for an oil delivery? 

Yes, your digital pre-paid card can be used as part payment for an oil delivery but may be at the discretion of your chosen oil supplier. 

How many times can I use my Home Heating Oil Support Scheme digital pre-paid card? 

The digital pre-paid card can be used as many times as you want until the £100 has been fully used or until it expires. 

If I have a balance on the Home Heating Oil Support Scheme digital pre-paid card, can I withdraw it? 

No, any outstanding balances on the digital pre-paid card cannot be withdrawn as there is no cash value to it. 

Can I appeal the decision if I am not awarded a digital pre-paid card?

There will be no right of appeal, but an internal review may be available if you disagree with the original decision.

What is the process to request a review of the decision?

If you disagree with the original decision, you can request an internal review to have the decision looked at again. The review must be requested within 28 days from the date of the disallowance notification. This can be done by contacting the Department on 0800 072 0266, or in writing to the Home Heating Oil Support Scheme, 20 Castle Street, Antrim, BT41 4JE, stating why you think the decision is wrong. 

Why can’t my application be reviewed if no qualifying benefit is in payment or income details were provided?

If you have been disallowed because no qualifying benefit is in payment and no income details have been provided; a review will not be completed. This is because there is insufficient information available to reassess the decision through the review process. If there is a change in your circumstances, or you can provide the required detail, you can reapply. 

Can I apply for the digital pre-paid card for my holiday home which is in NI?

No. You will only be eligible for the Scheme for your main residence.

Can other members of my household claim for this digital pre-paid card?

Yes, however, only one digital pre-paid card will be issued per address based on a first eligible application received basis.

I am self-employed, what evidence is required from me or my partner to confirm income?

This will depend on your circumstances. 

• If you are on Universal Credit (UC) we will not require any evidence of your income as UC is a qualifying benefit for the Scheme.  
• If you are not on UC and have been trading for more than one year, we will require you to forward your latest self-assessment tax return.
• If you are not on UC and have been trading for less than one year, we will calculate gross income over a suitable period from monies received less allowable expenses. This should be a minimum of five weeks if earning daily or weekly or two months if earning monthly. If someone has only been trading for less than five weeks we will take account of income for the full length of time of trading.

If I am not entitled to a qualifying benefit can I still be eligible for the support?

Yes, the Scheme may still be available to single people or couples who have a net annual income of less than £30,000 (£2,500 monthly). 

If our household income is over £30,000 but my dependent child receives DLA, will they be eligible for a digital pre-paid card?

Where a dependent child living at the address is in receipt of a qualifying benefit, such as Disability Living Allowance (DLA), a parent or guardian should apply on the child's behalf and should qualify subject to the eligible criteria being met.

If I received assistance with Home Heating Oil whilst living in England but have since moved to Northern Ireland can I apply for my new address?

If you have received support from a similar scheme elsewhere in the United Kingdom you can also apply for the Home Heating Oil Support Scheme in Northern Ireland. 

I have received assistance for my existing address but I am moving house and will need oil for my new address. Can I apply again for my new address?

If you have already received a digital pre-paid card a further award cannot be made for a new address.  

My oil supplier will not provide me with a duplicate receipt for a recent purchase. What other evidence will you accept that I heat my home with oil? Can I send a photo of my oil tank?

The responsibility for providing evidence lies with the applicant, a photo of an oil tank will not be acceptable as sufficient evidence to verify that you use home heating oil.

How long will it take to verify my evidence?

We aim to process applications within 10 working days.

Will I receive a letter confirming the outcome of my application?

Confirmation of the decision will be issued by email, text message or letter, depending on the information provided in your application form. If your application has been allowed your notification will contain a unique hyperlink which will enable you to activate the digital pre-paid card. 

I applied by telephone and I’ve got my decision letter with a unique hyperlink. Can I telephone the Department for support to activate my digital pre-paid card? 

The Department’s telephony agents can only provide you with advice and assistance on how to activate your digital pre-paid card, but they cannot activate the digital pre-paid card for you via telephone. However, help and assistance to activate your digital pre-paid card is available from a staff member at local Jobs & Benefits offices. 

Can I be paid in cash instead of a digital pre-paid card?

No. There is no cash alternative.

What should I do if my Home Heating Oil Support Scheme decision notification is lost or stolen? 

If your decision notification has been lost or stolen, you should contact the Department immediately on the dedicated telephone line 0800 072 0266 and request that it be reissued.

How long will it take to receive a replacement? 

This will depend upon the method of issue. Following investigations after the replacement has been requested, email or smartphone replacement can take up to 48 hours, postal replacements may take 5 working days. 

What should I do if I have a problem with my Home Heating Oil Support Scheme unique hyperlink/digital pre-paid card? 

If you are having problems with either your unique hyperlink or digital pre-paid card you should contact the Department on the dedicated telephone line 0800 072 0266 for help and advice.

Will entitlement to support from the Scheme affect my benefits? 

No, your benefits will not be affected if you receive support from the Scheme 

Will support from the Scheme be taxable?

No, the support from the Scheme will not be taxable.

Will I need to provide my bank details at any time? 

No, as the support you receive will be in the form of a digital pre-paid card, you will not be asked to provide your bank account details at any stage throughout the application process. 

I’m living in a new build house but I don’t have a door number and/or postcode yet. 

You can contact the Department on the dedicated telephone line 0800 072 0266 for help and advice. 

What happens if I change my address / move house? 

You can apply for a digital pre-paid card for your new address and a decision will be made on your entitlement, only one digital pre-paid card is available per applicant. 

I have just moved house but I’ve been disallowed because the previous household claimed a digital pre-paid card, what do I do? 

If you disagree with the original decision, you can request an internal review to have the decision looked at again. The review must be requested within 28 days from the date of the disallowance notification. This can be done by contacting the Department on 0800 072 0266, or in writing to the Home Heating Oil Support Scheme, 20 Castle Street, Antrim, BT41 4JE, stating why you think the decision is wrong. You may be asked for additional information.

If I no longer want support from the Home Heating Oil Support Scheme, how do I cancel or return it? 

If you no longer wish to receive support under the Scheme, do not activate the unique hyperlink provided in your award notification, as this will generate the digital pre-paid card. If the card has already been activated, simply do not use it. In both cases, the hyperlink or card will expire and the value of the support will be returned to the Department.

Someone has fraudulently used my address to claim. What can I do?

If you have any concerns about potentially fraudulent activity relating to this Scheme, you can raise these with the Home Heating Oil Support Scheme team on 0800 072 0266.

Information to help you identify and report a scam is available at Scamwise on the nidirect website. Scamwiseni | nidirect

You can view the Department for Communities Fraud Policy and Raising Concerns Guidance using the links below:

• Fraud Policy Statement | Department for Communities
• Raising Concerns Guidance | Department for Communities

I think I may be the victim of a scam following my application, what should I do? 

Scams may come in a variety of ways: post, phone, text, email, online, sometimes even via a knock on the door. It is important to be vigilant. If you have a doorstep caller, ask to see their identification and, if necessary, phone the relevant organisation to confirm their authenticity. Bogus callers should be reported to the Police Service of Northern Ireland (PSNI). 

We advise that if you receive any email or text contact which you think may be a scam you can report it to Action Fraud using the following link Action Fraud Reporting

The Department has identified that I applied for and redeemed a digital pre-paid card when I wasn’t eligible, will I have to pay the money back? 

If you make an application that is outside the eligibility criteria for the Scheme, the Department may seek to recover the money, and you may render yourself subject to legal action.

What other financial support for heating is the Department making available?

You may be eligible for assistance from Discretionary Support. Visit Discretionary Support | nidirect for information on how to apply or telephone the Department on 0800 587 2750 for further support and advice. 

You can also find more information on help with Energy Costs at Cost of Living | nidirect

Anyone facing immediate risks to their health or wellbeing, such as being unable to afford essential heating or basic living expenses, should contact the Department’s Make the Call service. Further information on how to contact the Make the Call service can be found at Make the Call | nidirect   

The NI Energy Advice Service (NIEAS), funded by the Department and delivered by the Housing Executive, continues to offer free and impartial advice including grant referrals and heating tips. Information on how they can be contacted can be found here: NIHE | Energy Advice.  

Applications can also be made to the Affordable Warmth Scheme through NIEAS, for more information on the Scheme visit The Housing Executive - Affordable Warmth Scheme  

How can I complain about the Scheme?

If you wish to make a complaint regarding the Home Heating Oil Support Scheme, you can write to: Home Heating Oil Support Scheme, 20 Castle Street, Antrim, BT41 4JE or via email to oilfuel.support@dfcni.gov.uk  

How will my data be handled by the Department for Communities?

The Department for Communities and its agents will handle your data in compliance with all applicable laws including the UK General Data Protection Regulation principles and the Data Protection Act 2018. 

Data collected will be retained as long as necessary for the duration of the Scheme which will end on 31 March 2027. Once the Scheme has completed all data obtained will be deleted in accordance with the terms of the Department’s Retention of Data Policy.  

For further details on DfC’s data handling practices, please view the Department’s Privacy statements at the following webpage: DfC privacy notice | Department for Communities

DfC also recommends that you read the Privacy Notice linked to the online application process for specific data handling requirements of this Scheme or alternatively the Supplementary Privacy Notice can be accessed at the following webpage: DfC privacy notice | Department for Communities.

As part of the eligibility checks for this Scheme, the Department will use the data you provide to check your application against eligibility to support from the Scheme.

Has an Equality Screening been completed for the Scheme? 

The Department has concluded there is no requirement for a full Equality Impact Assessment (EQIA) on these Regulations. A screening exercise could foresee no adverse impacts to any Section 75 categories.