ATP/PSR
What is PSR?
Priority services Register
What causes financial vulnerability?
This can be a short- or long-term issue that affects the customers ability to pay for their energy and could relate to:
Awaiting benefits assessment
• Benefit sanctions
• High level of debt
• Loss of household income
• Self employed (if the customer does not have a steady, reliable income)
• In receipt of benefits
• Unexpected significant expense
• Warm home discount recipient
This list identifies direct triggers for financial vulnerability
Can a customer with a credit meter ask to switch to PP/SPAYG for financial vulnerabilities?
Yes
True/False - Paylink is online only
True
What does ATP stand for?
Ability to Pay
What is the consequences of not sticking to a payment plan?
Affects customers credit record
What is the longest Payment arrangement we can set up?
12 months
If the customer has existing debt on the account when setting up a DD, what should you do ?
Set up a DD that covers full usage, and include debt over a few months, max 12 months
Why is the PSR important?
The PSR is a register used to log customer vulnerabilities , when a customer is logged onto the PSR, all parties in the energy industry is notified in case of an emergency
How often is the Credit beureu updated?
30 days
Name atleast 3 signposting partners for financially vulnerable customers.
Inbest: We’ve partnered with Inbest so customers can check they are not missing out on any
benefits they could be entitled to.
StepChange offers free, personalised and impartial debt advice and support.
Mind: If a customer has financial concerns that are impacting their mental health we advise
speaking to our charity partner Mind.
Reach Out is a specialist company offering guidance, support and advice to help with financial,
mental and physical wellbeing.
Citizens Advice and Advice Direct Scotland offer independent advice and support.
Which 3rd parties can we signpost customers to for debt?
Paylink
Step change
Eon next energy fund
Feul Direct
Why do we record customer vulnerabilities?
Obligated to do so by OFGEM
Name 4 types of support from government customers might eligable for, who are in financial hardship.
Winter: The Winter Fuel Payment is an annual one-off payment to help the customer pay for heating during the winter between £200 and £300 tax-free. you can usually get this if born on or before 22nd September 1959 payments are made automatically into their bank accounts. Apply through GOV website
Cold Weather payment : The customer will get a payment if the average temperature in their area is recorded as, or forecast to be, zero degrees celsius or below for 7 consecutive days. Apply through GOV website. If you live in Scotland you cannot get cold weather payments anymore, you might get an annual £50 winter heating payment instead, you'll get this payment regardless of weather conditions in your area
EON Next Energy Fund:
The E.ON Next Energy Fund initiative has been created to help our customers who are experiencing financial hardship and struggling.
The fund can support with:
Help paying gas and electricity bills through grants
Replacing appliances if they are broken or in poor condition
It's funded by E.ON Next and is run on our behalf by Charis Grants.
Fuel Direct:
Fuel Direct is a scheme which allows us to work with the DWP to take payments direct from a customer’s benefits if they are paid via:
• Universal Credit
• Income Based Job Seekers Allowance (JSA)
• Income Support
• Income Related Employment Support Allowance
• Pension Credit
This can be a voluntary arrangement, but where the amount to be taken from benefits is more than 25% the DWP will ask for the customer's signed consent before setting up the arrangement. In some scenarios where a customer is refusing payment or avoiding contact, we could submit a Fuel Direct application without agreement from the customer. Fuel Direct only operates while the customer is in debt and arrears are always taken at a set figure set by DWP.
What are the system triggers we can look out for when needing to have an ATP conversation?
Usage is more than DD
Missed, Late or Cancelled DD
Build up of debt
What is Paylink?
Paylink acts as a 'triage' in terms of assessing the customers circumstances to help us determine the right call to action for each and every situation.
We will use this information to assess each customers financial situation so we can go on to set up an affordable payment plan, tailored to their circumstances.
*It's important to remember, Paylink DO NOT give debt advice. - In the first instance we would sign post the customer to National Debt Line
Pensionable age
Kid under 5
Baby
Pregancy
Life event
Injury
Mental Health
What support can we give our customers who are struggling to pay ?
Reduced payment plan
Payment option upfront
Energy Efficency Advice
Consumption Conversations
Budgeting services: Paylink , National Debtline
What verbal triggers/ email quotes can we look out for as a sign to have an ATP Conversation?
I cant afford this
Ive got other bills to pay
I cant even turn on my heating, it costs to much
How will you introduce Paylink, act it out( Roleplay).
Based on what we’ve discussed today, it sounds like paying for your energy at the moment is going to be an ongoing struggle for you. Now, to make sure that we can continue to support you in the best way possible, I’m going to refer you to a company that we’ve partnered with called Paylink. It’s completely free to use and it will guide you through building an income and expenditure form. There you can use ‘Open Banking’ which means, with your consent, they’ll be able to pull recent transactions to build an accurate budget. This is the most secure way of gathering accurate data through you online banking. Completing this for us will give us a better insight into your financial situation and it will mean that we can tailor the support we offer to suit your needs.