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Vulnerabilities
Vulnerabilities
Feeling luck?
100

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

100

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.

100

What are The different vulnerability categories we may encounter on our calls?

Financial 

Mental Health 

Physical Health

Life Events 

200

What does the abbreviation PSR stand for ?

Priority Service Register

200

 What is the definition of "priority service register" ?

The Priority Services Register (PSR) is a free support service to help people in vulnerable situations.

200

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:

  1. Quarterly Meter Readings 

  2. Annual Gas Safety Check 

  3. Help moving a prepayment meter, if it is in an inconvenient position

  4. A personal password system 

  5. Third party billing 

  6. Bills can be provided in a different format (Large font, Braille etc)

300

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.

300

What could be regarded as a Situational Vulnerability(Temporary)?

  • Babies or pregnancy

  • Bereavement or pregnancy loss

  • Divorce, separation or break up

  • post recovery (Came back from the hospital/was admitted to the hospital for a medical procedure)
  • Under 5s in the household
300

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)

400

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

400

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

500

Which situations would be regarded as a Financial Vulnerability?

  • Unemployment

  • Low income

  • Having debts to other companies

  • Being on benefits

  • Being a single parent

500

What could be a regarded as a trigger for vulnerability on the call?(Sounds and signs)

  • Breathless

  • Frail

  • Confused 

  • Emotional

  • Anxious

  • Breathing Space