Identifying Vulnerable Situations and Fuel Poverty
This course aims to make delegates aware of the definitions of vulnerability used in the energy sector and how to identify those who are at risk of finding themselves in vulnerable situations. It will also explain fuel poverty, how to identify those at risk and the health impacts of living in a cold home.
Date: Tuesday 23rd October
Time: 10:00am 1:00pm
vulnerability, risk factors and triggers
possible impacts of a vulnerable situation
actions for improving the vulnerable customer’s experience
fuel poverty and its impact on health
schemes and assistance for low-income vulnerable households
Energy UK’s ‘Safety Net for Vulnerable Customers’
Ofgem’s vulnerability strategy and the potential causes of vulnerable situations
Identification of those at risk:
identifying risk factors
triggers/ red flags
looking for limitations using the BRUCE model to identify those who may have difficulty understanding, remember or ‘weighing-up’ the
information they are being given
How to engage with a vulnerable consumer – how to start the conversation and use of the TEXAS model
Definition of fuel poverty and triggers to help identify those at risk – what you may hear, see and feel
Main health impacts of living in cold damp homes
Help available to vulnerable consumers:
PSR (supplier and DNO)
Warm Home Discount Scheme
Fuel suppliers’ grants and hardship schemes
Energy Company Obligation – Affordable Warmth Obligation
Help for off-gas households
Winter Fuel Payment and Cold Weather Payment
Identify trusted national organisations supporting consumers experiencing financial and non-financial vulnerability (for example, Citizens
Advice, Citizens Advice consumer helpline, Turn2us, Money Advice Service and others)
What this Course will not do
Make delegates experts in handling all types of vulnerability. The focus of the course is on identifying those at risk.
Courses are funded via our Warm Friends programme which aims to support those living with dementia. We recognise that frontline staff and volunteers from various organisations will support this group in their day to day roles.
Free places are available to frontline staff and volunteers from non commercial organisations that may assist this target audience (along with others).
This course is designed for those working with people who are vulnerable/ potentially vulnerable in the energy sector and at risk from fuel poverty. Delegates can either be supporting the public face-to-face or via the telephone.
Duration – Half-day (3 hour)
For more information and to book please contact Lynsey Thompson, Training Co-ordinator, NEA
Tel: 0191 269 2931 / E-mail: firstname.lastname@example.org