Debts can be repaid over a period of months along with customers’ on-going supply. Suppliers will also take account of a common financial statement showing how much the consumer can afford to repay. If the consumer is worried about debt they should contact their supplier, the Citizens Advice consumer service (03454 040506) local CAB or other advice agency their – supply is at risk if they do not deal with the debts. They can find details of their local Citizens Advice by visiting or . Key Principles suppliers take into account Ofgem has identified a number of Key Principles suppliers should take into account to ensure that they are properly and proactively taking account of a customer’s ability to pay: Having appropriate credit management policies and guidelines Allowing for customers to be dealt with on a case-by-case basis. Linking incentives to successful outcomes not repayment rates. Making proactive contact with customers Making early contact to identify whether a customer is in payment difficulty. Regularly reviewing methods of proactive contact to ensure they meet the needs of customers. Using every contact as an opportunity to gather more information about the customer’s situation. Understanding individual customer’s ability to pay Providing clear guidance and training for staff on how to elicit information on ability to pay and monitoring the effectiveness of this. Making it easier for customers to concerns. Making full use of all available information. Proactively exploring not only payment amount but appropriate payment methods. Setting repayment rates based on ability to pay Where default amounts are set it should be made clear that these are guidelines only and in any event the levels should be reasonable. Ensuring all available information is obtained and into account including the customer’s circumstances identified on the warrant visit or when installing a prepayment meter on a warrant. Not insisting on substantial up-front payment before reconnection.
Debts can be repaid over a period of months along with customers’ on-going supply. Suppliers will also take account of a common financial statement showing how much the consumer can afford to repay. If the consumer is worried about debt they should contact their supplier, the Citizens Advice consumer service (03454 040506) local CAB or other advice agency – their supply is at risk if they do not deal with the debts. They can find details of their local Citizens Advice by visiting or . Key Principles suppliers take into account Ofgem has identified a number of Key Principles suppliers should take into account to ensure that they are properly and proactively taking account of a customer’s ability to pay: Having appropriate credit management policies and guidelines Allowing for customers to be dealt with on a case-by-case basis. Linking incentives to successful outcomes not repayment rates. Making proactive contact with customers Making early contact to identify whether a customer is in payment difficulty. Regularly reviewing methods of proactive contact to ensure they meet the needs of customers. Using every contact as an opportunity to gather more information about the customer’s situation. Understanding individual customer’s ability to pay Providing clear guidance and training for staff on how to elicit information on ability to pay and monitoring the effectiveness of this. Making it easier for customers to concerns. Making full use of all available information. Proactively exploring not only payment amount but appropriate payment methods. Setting repayment rates based on ability to pay Where default amounts are set it should be made clear that these are guidelines only and in any event the levels should be reasonable. Ensuring all available information is obtained and into account including the customer’s circumstances identified on the warrant visit or when installing a prepayment meter on a warrant. Not insisting on substantial up-front payment before reconnection.
EBDfacilitatorbackgroundnotes2016-17.docx.docx