Vulnerable Customer Support

Comprehensive Support, Safeguarding & Grants

What is Vulnerability?

According to Ofgem, vulnerability is when personal circumstances (disability, age, mental health) combine with the market to make a consumer significantly less able to protect their interests or more likely to suffer detriment.

Reasonable Adjustments: Under the Equality Act, we must make changes to ensure those with disabilities are not at a substantial disadvantage.

High Risk & Welfare Checks

Urgent

Welfare Check Triggers:

  • Thoughts of self-harm or harming others
  • Medical emergencies (e.g., heart attack) during a call
  • Signs of domestic, child, or vulnerable person abuse

Escalation Process

  1. Raise immediately in #helping-hands-high-risk channel.
  2. Select workflow (Call or Email) and fill out the detail form.
  3. Wait for an OM (Operations Manager) to emoji your post; only OMs can call emergency services.
  4. IDEA Framework: Ask about Impact, Duration, Experiences, and Assistance.

Privacy Note: We can share data with authorities if a person is in imminent danger, prioritizing the safety of the individual at risk.

Prepayment (SPAYG) Support

Do Not Install (DNI) / Switch to Credit if:

  • Dependency on medical equipment (Nebuliser, Ventilator, Dialysis).
  • Dependency on electricity for mobility (Stair lift, Electric bed).
  • Refrigerated medication needs.
  • Chronic/Serious illness (COPD, Cancer, Organ failure).
  • Households with children under 2.

Financial Hardship on SPAYG: Offer discretionary credit or add debt to the meter (collected at £1–£10/week). Signpost to Paylink for long-term support.

Warm Home Discount (WHD)

A one-off £150 credit for eligible customers at risk of fuel poverty.

Core Group 1

Pension Credit Guarantee Credit recipients. Automatic in England, Wales, and Scotland.

Core Group 2

England/Wales only. Means-tested benefits (Universal Credit, Housing Benefit, etc.). High energy cost threshold removed this year!

Critical Dates:

  • Qualifying Date: 24 August 2025.
  • Letters sent: October 2025 – Mid January 2026.
  • Helpline Deadline: 27 February 2026.

WHD Helpline: 0800 030 9322

Mental Health Support

Crisis Services (24/7):

  • Samaritans: Call 116 123 (Free talking service)
  • Shout: Text 85258 (Free text service)
  • NHS Urgent Help: Available via their mental health portal

Specialized Support

Mind / Rethink

Local advocacy, peer support, and housing/employment assistance.

Andy’s Man Club

Free peer-to-peer talking groups for men aged 18+.

Financial Grants & Advice

Turn2us

Free anonymous benefits calculator and grants search tool. Excellent for in-work customers who may not realize they are eligible for support.

Citizens Advice Bureau

Independent, impartial advice on debt, consumer rights, and legal issues. Can act as a customer advocate with energy companies.

Energy Saving Trust

Advice on heat pumps, solar calculators, and home insulation to reduce bills.

Local Council

Support for social care, housing, and "Community Navigators."

Internal Support for You

  • #vulnerable-customer-support: Monitored hourly for general queries.
  • #helping-hands-high-risk: Only for immediate harm/welfare checks.
  • Self-Care: After high-risk DMs, reach out to Raman and take time away from the DMs.