Money Advice Trust > For creditors > Training and consultancy for companies > Understanding and identifying energy customers in vulnerable circumstances

Understanding and identifying energy customers in vulnerable circumstances

Customer vulnerability is high on the energy industry’s agenda. The Commission for Customers in Vulnerable Circumstances, established by Energy UK, has recently called for immediate action to improve support for energy customers in vulnerable circumstances.

The Commission, chaired by Lord Whitty and comprising five Commissioners, including Money Advice Trust chief executive Joanna Elson OBE, published its report in May 2019. The report found that despite some good practice, the energy sector is not regularly meeting the needs of customers and that ‘urgent action’ is required. Energy companies need to ensure they have the right systems, processes and staff training to help customers in vulnerable circumstances.
This course aims to help gas and electricity suppliers to better identify, understand, and support customers in a range of vulnerable situations.
Course outline
To enable those working with customers in the energy sector to identify and provide the appropriate support to customers in a vulnerable situation.
Who is it for?
This course is designed for those working in energy organisations who regularly come into contact with customers. Such as frontline, customer-facing staff, management, specialist teams, back-office staff and relevant suppliers.
What’s covered?
  • Understand what is meant by consumer vulnerability
  • Understand regulatory requirements and best practice for energy companies
  • Explore how to identify customers in vulnerable situations by using appropriate questioning techniques
  • Understand the Priority Services Register, who is eligible and what services are available
  • Explore what support is available to customers in vulnerable circumstances within your organisation and externally
Benefits to you:
  • Improve your reputation as a responsible organisation that treats customers fairly
  • Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
  • Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
  • Meet your responsibilities under the Ofgem’s definition of consumer vulnerability and the role of the Priority Services Register as well as wider UK law
  • Supports all parts of your business (customer service, retention, collections and digital)
Training options
  • In-house: we come to you and deliver a one-day session customised for your staff. This includes full access to e-learning as a pre-course module
  • E-learning: a device responsive 30-40 minute e-learning package
  • Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account
Contact us for more information

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Why choose our training? 
  • Our expertise: Our training is led by senior consultants, Chris Fitch, Caroline Wells, and Colin Trend who created industry-wide models, including TEXAS and IDEA, to identify and support people in vulnerable circumstances. We also train the majority of the debt advice sector
  • Practical: Our training is designed with your staff in mind, and the roles they occupy. It is more than ‘awareness raising’ training as it describes how to practically respond to everyday challenges in your sector
  • Decades of experience: Our training draws on the insight we’ve gained across our National Debtline and Business Debtline services that support hundreds of thousands of people yearly
  • Proceeds go to the Money Advice Trust: Your money is reinvested into the Trust, and our National Debtline and Business Debtline services
  • Up-to-date content: Our courses are updated regularly with the latest research into vulnerabilities

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