Ability To Pay
What is ability to pay?
A conversation that allows us to understand the customer's circumstances in order for us to move forwards with the account in the most appropriate way based on their ATP
How can a customer pass DPA?
3 pieces of info - address, name, dob, etc.
What Text Expander do you use to raise a complaint?
Extra 100 points if you provide the 24 hr resolved and standard.
rc.sameday and rc.raisingcomplaint
Where can we refer a customer if we need a budget form?
Paylink, National Debtline (also CAB) Business Debtline
What are the primary colours?
Give 3 examples of ATP questions
Do you have any other debts (Credit cards, loans, fines, CCJ's)?
How often do you get paid?
What is your main source of income?
What PA can we set up for a customer?
Usage & debt in 24 months or less
What are the triggers do you need to listen out for?
Verbal, Non-verbal (Sighs), indirect (tone of voice)
Name 3 things we can offer from Charis Shop
Heated blanket, heated gilet, usb hot water bottle
If I want to shout out Achka's incredible work creating this Jeopardy quiz - where can we do this?
Good Vibes! or Slack lol
Give 3 examples of 'past' questions
- Have you been out of work?
- What has caused the balance to build up?
- How long have you been struggling for?
Give 2 consequences for a customer
Late fees, credit score, debt follow up, debt agencies
If the complaint isn't resolved in 24 hours, what do we need to advise customer?
CHP - complaint handling procedure.
When would we refer to LEAP?
If customer concerned with usage/energy efficiency/in council property and low EPC
Which horror film is about a cursed videotape that kills viewers seven days after watching it?
The Ring
What impact do we have if we DONT do ATP?
Customer's situation likely to worsen, PA more likely to fail, customer could be in debt for longer period than needed, may not understand impact of falling behind
Give 3 things we need to do before we set up a PA
- Check consumption gaps
- Get utd readings
- Ask for payment
- Ability to pay
You have an open complaint and you are waiting for photo's of the meter. You haven't heard back from your customer in 4 days. What steps/process is needed now and why?
Start the no contact process - without the customer supplying evidence we cannot progress with the complaint.
What is the eligibility criteria for Vesta? (ECO4/Green Homes Grant)
EPC below a D, homeowner or privately renting, income below £31k a year
Which American rapper originally went by the name Lesane Parish Crooks?
Tupac
What impacts are there to the business if we don't do ATP?
Risk of potential fine due to breaching our licence conditions, call demand higher, negative reviews, likely to leave supply, increase in EHU referrals & MP complaints, more likely to write off bigger debt
Name 3 things we need to make a customer aware of when setting up PA (regarding the arrangement)
Monthly overall amount, usage contribution, debt contribution, debt end date
Customer account has been estimated for 13 months, Betty is on the phone with you today and provided a meter reading. This has generated a catch up bill. Once advised of the new outstanding balance of £3,457.12 - Betty sighs and expresses her confusion on how its increased so much.
What do we need to do to service this customer?
Probe further to see if she is unhappy or just confused about the bill due to affordability. We need to ask if a complaint should be raised for compliance, if unsure.
In order to service the customer, lets put the account forward for backbilling and explain the “catch up bill” discuss ATP and Smart meter installation.
King Hamid can afford his usage but not his debt, he is self employed (running his kingdom obvs) lives in a council property and is concerned about his energy bills. What services could we possibly offer?
LEAP, Paylink/BDL, Turn2Us for grants possibly & Energy Fund
Who is Indonesia's first female president?