Debt Support
Identifying Financial Difficulty
Red flags:
- Customer mentions struggling to pay
- Multiple missed payments
- Requests for payment plans
- Prepay customer self-disconnecting
- Emotional distress about bills
- Mentions of benefit receipt or job loss
Debt Support Options
1. Payment Plans
- Affordable installments based on income/expenditure
- Typically 3-24 months
- Can include current usage + arrears
- Review regularly and adjust if needed
2. Fuel Direct
- Direct deductions from certain benefits
- DWP arranges payments to us
- Customer must be in receipt of qualifying benefits
- Maximum deductions apply
3. Prepayment Meter
- Pay-as-you-go prevents further debt accrual
- Can collect existing debt at affordable rate
- Must be suitable and safe for customer
- Consider vulnerability before installing
4. Trust Fund Grants
Energy industry grants for customers in crisis:
- British Gas Energy Trust
- EDF Energy Trust
- Scottish Power Energy People Trust
- Can help clear debt
- Income and circumstance criteria apply
Warm Home Discount
Overview
£150 one-off payment for eligible customers
- Applied directly to energy account
- Between October and March
- Must meet eligibility criteria
Core Group (Automatic)
- Receive Pension Credit Guarantee Credit
- Automatically enrolled
- Confirmation letter sent
Broader Group (Application Required)
- Low income households
- Receive certain benefits
- High energy costs or vulnerability
- Limited funding - first come first served
Medical & Health Dependencies
Medical Equipment Dependencies
Critical dependencies:
- Oxygen concentrators
- Dialysis machines
- Electric hoists
- Powered wheelchairs
- Ventilators
- Stairlifts
Action: Register on PSR immediately, flag medical dependency
Safeguarding Measures
- Never disconnect customers with medical dependencies
- Priority reconnection during power cuts
- Backup power advice and support
- Regular welfare checks
- Coordination with healthcare providers if needed
Safeguarding Concerns
When to Escalate
Immediate escalation if you suspect:
- Child or vulnerable adult at risk
- Self-harm or suicidal thoughts
- Domestic abuse
- Severe mental health crisis
- Homelessness or unsafe living conditions
Escalation Process
- Flag concern with team leader immediately
- Document all details in case notes
- Contact safeguarding team
- Do NOT tell customer if it may put them at risk
- Follow up to ensure action taken
Useful Referrals
- Citizens Advice: 0808 223 1133
- StepChange Debt Charity: 0800 138 1111
- National Debtline: 0808 808 4000
- Samaritans: 116 123
- National Domestic Abuse Helpline: 0808 2000 247