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
Venue: Newcastle

Course Objectives


  • 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

Course Content 

  • 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.

Course Audience

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:

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