Vulnerabilities
True or false : definition of vulnerability is where a customer’s personal circumstances or characteristics result in them being significantly less able to protect or represent their interests’ or significantly more likely to suffer detriment
True
What can OVO do as a supplier to Help customers with financial vulnerability?
Promote Smart Meter: This is the best way for the customer to be able to control and monitor their usage.
Get Meter Reads: We should ensure that the customer’s balance is accurate.
Energy Efficiency Advice,
Promote Direct Debit: Paying by Direct Debit will help the customer prevent debt building up, and allow them to access cheaper plans.
Offer PSR: If a customer is financially vulnerable, offer them the PSR, and explore whether or not there are any other vulnerabilities we need to know about, so that we can offer them the best support possible.
What are The different vulnerability categories we may encounter on our calls?
Financial
Mental Health
Physical Health
Life Events
What does the abbreviation PSR stand for ?
Priority Service Register
What is the definition of "priority service register" ?
The Priority Services Register (PSR) is a free support service to help people in vulnerable situations.
What are the benefits of being on the PSR?
Advanced notice of power outages where possible, and the possibility of prioritised assistance during outages
Customers can also get:
Quarterly Meter Readings
Annual Gas Safety Check
Help moving a prepayment meter, if it is in an inconvenient position
A personal password system
Third party billing
Bills can be provided in a different format (Large font, Braille etc)
What are the different ways we can support customers in vulnerable situations?
LanguageLine
Text Relay
Sign Video
Regular Meter Reads
Gas Safety Checks
Password: Customers on the PSR can set a password. This password will be used by people who attend the property on behalf of OVO Energy and helps assure the customer that they can trust the individual coming to their property.
What could be regarded as a Situational Vulnerability(Temporary)?
Babies or pregnancy
Bereavement or pregnancy loss
Divorce, separation or break up
What Schemes are available for cost of living support?
Cost of living Payment (£900)
Disability Cost of Living Payment (£150)
Pensioner Cost of Living Payment (£150 or £300)
Benefit Entitlement Checks
Financial support if using an oxygen concentrator
Cold weather Payment (England & Wales)
What support do we have for customers who are partially sighted/blind?
Adapted Comms:
the customer can opt in to receive their communications from us in:
Large print
Arial font
Black & White
Audio bills/Talking bills
Braille
What could the customer mention as an indication of a vulnerability?
Hospital/doctors
Medical equipment /medication
Disability
Struggling to hear or asks you to repeat things/speak up
struggling to understand etc
Which situations would be regarded as a Financial Vulnerability?
Unemployment
Low income
Having debts to other companies
Being on benefits
Being a single parent
What could be a regarded as a trigger for vulnerability on the call?(Sounds and signs)
Breathless
Frail
Confused
Emotional
Anxious
Breathing Space