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Making fuel poverty history
Npower is committed to supporting the government in tackling fuel poverty. As a responsible energy provider we are the first to admit that more, on all levels, needs to be accomplished before we are able to say: “We made a difference”.
Now more than ever, in the face of increasing fuel prices, a new way needs to be found to target and deliver appropriate responses to consumers who are facing fuel poverty.
Npower’s new initiative, Spreading Warmth, aims to connect those in need with what they need the most.
Spreading Warmth brings together our social responsibilities, existing energy products and services, and creates a new way of genuinely helping vulnerable customers, particularly those who are struggling to pay their energy bills. We believe that this programme is important, because it will be focused and it will help those most in need.
The Spreading Warmth programme includes the following elements:
Warm Response Line
A Warm Response Line will be set up to address the known inhibitors facing vulnerable customers contacting call centres. It will feature experienced, named staff, who will identify customers’ issues and provide them with the appropriate response. Taking a holistic approach, the Warm Response Team offers a package of solutions including:
• Close examination of the energy bills and payment history.
• Energy advice and access to insulation measures.
• Access to Warm Response Service – a priority service that provides additional help.
• A benefits ‘health check’.
• Referral to appropriate debt advice agencies.
• Payment and tariff advice.
First Step Package
First Step is a package for customers who are struggling to pay for their energy use. The preliminary process looks at identifying customers who are in debt (those who want to pay but can’t). First Step advisors will then work with customers on a one-to-one basis so that they will be able to manage their account independently. The team members have completed an accredited counselling course and have received disability awareness training, helping them provide a more personal and understanding service.
First Step Tariff
Where appropriate, those customers who use our products to heat their homes and have received the First Step Package can be offered access to our lowest tariff, regardless of metering or payment method.
Customer Assistance Fund
Additionally, for customers in extreme hardship who are unable to repay debt, a customer assistance fund has been set up to provide debt relief.
Spreading Warmth is by no means the answer to Britain’s complex fuel poverty issue. But we believe it could be the first step in the right direction.
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David Threlfall is chief executive officer of npower retail
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