ID&V
What does ID&V stand for ?
Identification & Verification
What is the Priority Services Register?
It's a register where we add customers who are vulnerable and needs extra support during outages
What does Ability To Pay mean?
a customer cannot afford their bills
What is a complaint?
When a customer expresses some form of dissatisfaction with the a service provided at British Gas
What do you do when a customer is verified?
Confirm the customer's full name
Name two signs that a customer may be vulnerable.
mentions they suffer from chronic illnesses
mentions they receive benefits from the government
What is the first step to take once youve estabilshed the customer cannot afford their bills?
What does RRRP mean?
Recognize
Record
Recap
Permission to close
Name 3 things you can action for an Unknown 3rd Party?
Submit Meter readings
Take a payment using their own card details
book a meter appointment
True or False: Vulnerable customers can be disconnected without notice.
False. They will always get notices beforehand if there will be an outage in their area
Which support option helps customers struggling to pay bills?
Affordable repayment plans tailored to the customer’s circumstances.
Name 3 triggers to recognising a complaint?
the words they're using
their tone & emotion
system pop up
What 3 questions would you ask when a customer is not verified?
Full name
Account number/Address
Email/Cell number/payment type
How often should vulnerability be updated?
When there is a verbal trigger
If it's been updated 12 months ago
What external support can we offer customers who is strugging to pay their bills?
Step change
British Gas Energy Trust Fund
Energy Efficiency Advice
Explain the process of "Right for customer".
Acknowledge complaint
show empathy
reposition complaint
ask at the end of the call if customer still wants to raise complaint
Why is it important to complete ID&V ?
To ensure customers data is protected and we are not bridging OFGEM regulations
Explain why failing to identify a vulnerable customer can lead to regulatory breaches and reputational damage for British Gas.
Because Ofgem requires suppliers to safeguard vulnerable customers, and overlooking them can result in non‑compliance, potential fines, customer harm, and loss of trust in British Gas.
What options do you have at the end of the Payment Support Guided Journey?
Fixed Direct Debit
Fixed repayment plan
Fuel Direct
Regular Payment Scheme
Explain why recognising dissatisfaction is a compliance requirement.
it’s a regulatory requirement that protects customers, ensures fair treatment, and keeps British Gas compliant with Ofgem’s standards.