Introduction to Customers in Vulnerable circumstances.

And the Priority Services Register

Customers in vulnerable circumstances

An Intro to...

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What is meant by vulnerability?Why we need to know about them.The impact of not knowing what they are and how that could affect our customers.

At the end of this e-learning...

• Everyone needs a little extra helping hand, and we’re here to help vulnerable customers

• We recognise that any customer or members of their household can be in a vulnerable situation; this can relate to an impairment, disability, being of pensionable age, children in the property, financial or wellness issue that can be permanent or temporary.

• EON Next will offer and provide additional support including the opportunity to join the Priority Services Register where eligible.

What...

Have a look at how we define vulnerability

Health Conditions

Life Events

Financial Concerns

Age

This could be for reasons relating to:

We recognise a customer as vulnerable when they are significantly more likely than a typical customer to suffer detriment or where they may be less able to protect or represent their own interests. These definitions apply to Residential customers, including those whose energy supply depends on a business supply Vulnerable customers may find our standard ways to chat more difficult to engage,have a reliance on their energy supply and would be at greater risk if their supply was removed or interrupted or may spend more than 10% of their income on their energy bill.We use all the information we hold to best serve customers in vulnerable situations.

There are many different types of vulnerabilties that affect different customers in lots of different ways

Different types of vulnerabilities

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Age related vulnerabilities

Financial vulnerabilities

Life Events

Health related vulnerabilities

* These points are relevant to the Priority Services Register, so if a customer mentions one of these, we need to make sure that the Priority Services Register is up to date.

Age RelatedVulnerabilities

We’ll consider a customer as vulnerable due to their age when they, or a member of their household are:• Pensionable Age (Claiming state pension)*• Elderly (Over 80)*• Younger Children (5 and under)*• Older Children (6 – 17)• Young Adult householder (under 18)*

* These points are relevant to the Priority Services Register, so if a customer mentions one of these, we need to make sure that the Priority Services Register is up to date.

Financial Vulnerabilities

This can be a short- or long-term issue that affects the customers ability to pay for their energy and could relate to:• Awaiting benefits assessment• Benefit sanctions• High level of debt• In receipt of benefits*• Loss of household income• Self Employed (if the customer does not have a steady, reliable income)• Unexpected significant expense• Warm Home Discount recipient

* These points are relevant to the Priority Services Register, so if a customer mentions one of these, we need to make sure that the Priority Services Register is up to date.

Life Events

In some circumstances a customer may need additional help and support to manage their energy account including times when we need to visit their home, this can be long- or short-term support. We’ll consider a customer to be vulnerable when: • An additional presence is requested when we need to visit their home*• They are a foreign language speaker*• The household has a third-party carer• The customer is moving into a care facility, either long or short term• A member of the household is pregnant• Temporary life changes, for example a relationship has broken down• The customer is recovering from a hospital stay and a full recovery is expected• They are a full-time carer for a household member, its likely another household member has vulnerabilities • Water dependent, for example reliant on an electric shower*

* These points are relevant to the Priority Services Register, so if a customer mentions one of these, we need to make sure that the Priority Services Register is up to date.

Has a:• Chronic/serious illness* - Diabetes, COPD, Multiple Sclerosis• Dementia*• Development condition* - Dyslexia• Hearing difficulties including being deaf*• Heart condition*/Heart & Lung Machine*• Medication that must be refrigerated*• Mental health*• Nebuliser or Apnoea monitor*• Oxygen concentrator* or oxygen use*• Physical impairment*• A poor sense of smell*• Speech difficulty*• Stair lift, hoist or electric bed*

Health RelatedVulnerabilities

This can be a medical or mental health condition that affects them or somebody in their household who: • Is unable to answer the door due to a physical or mental health condition*• Has a careline or telecare system in their home, they are likely to have another condition*• Relies on dialysis, feeding pump or automated medication*• Is medically dependent on showering and bathing*• Has restricted hand movement*• Is suffering from a short-term illness• Is Blind or visually impaired*

Understand...

DEMENTIA Dementia is the loss of cognitive functioning — thinking, remembering, and reasoning — to such an extent that it interferes with a person's daily life and activities. Some people with dementia cannot control their emotions, and their personalities may change. This can also mean when dealing with these customer they are volatile and easily triggered with certain phrases or tones of voice. Most people with these traits will normally have a carer or someone speaking on their behalf when calling in. Dementia customers also have a tendancy to be aggressive due to confusion or lack of understanding so these conversation take a lot of patience and perseverance from Energy Specialists. These customers also hang up when you answer/before you answer because they get confused at to why they're on the phone or what they're calling in for.

Developmental Condition

Understand...

Developmental disabilities are a group of conditions due to an impairment in physical, learning, language, or behaviour areasThese conditions begin during the developmental period, may impact day-to-day functioning, and usually last throughout a person's lifetime. These are customers that will more than likely not manage the account themselves or will be managed under the supervision of carers

If a customer should be on PSR and we don't add them:

• They won't be prioritised in the event of a powercut
• No access to additional services tailored to their vulnerabilities
• They're not protected.

If a customer should be on PSR and we add them:

• Prioritised if there is a powercut
• Get access to the additional services they can offer tailored to their vulnerabilities
• The customer is protected

If a customer should be on PSR why is it so important we update it?

What is the PSR(Priority Services Register)?

Why do we need to know what it is?

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Why...

A register of customers who’ve been identified as being in a vulnerable circumstance, held by all suppliers & networks. This enables us as a supplier to tailor our services to our customers needs, giving them the best customer service possible.When a customer goes on to the register, that info is shared with:The MOP (Meter Operator Agreement)The Network/DNO (Distribution Network Operator)The DC (Data Collector)

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