Fuel Debt can a challenging and costly cycle for vulnerable households. This course is designed for frontline staff and volunteers supporting low‑income and vulnerable households who are experiencing, or at risk of, fuel debt.
Learners will gain a clear understanding of the causes of fuel debt and explore common issues relating to energy meters, bills, payment methods and tariff options. The course also covers complaints procedures and the range of support available, equipping learners with the knowledge and confidence to help households manage fuel costs and access appropriate assistance.
This course is aimed at frontline staff and volunteers working with low-income and vulnerable households who may be in fuel debt or at risk from fuel debt.
- causes of and identify solutions for fuel debt
- customer and supplier responsibilities
- how to read meters, fuel statements and rectify common billing errors
- suppliers’ customer service processes and complaints procedures
- tariff and payment options, Warm Home Discount Scheme, grants and other forms of assistance – including trusts and hardship funds
- The causes of fuel debt
- Electricity, gas meters and recording consumption
- Consumer and fuel supplier’s rights and responsibilities
- Tariff and payment options
- Fuel statements
- Common billing errors
- Definitions of vulnerability used by the energy industry
- Contacting the supplier and complaints procedures
- Switching
- Help available to low-income and vulnerable families – including Priority Services Register, Warm Home Discount Scheme, trust and hardship funds
Please note that the course content will focus mainly on England and Wales. If you are based in Northern Ireland or Scotland and interested in this course, please contact trainingadmin@nea.org.uk before booking so we can discuss the main differences.
The standard course is delivered across three half-day webinars followed by an open book assessment which will be released to learners at the end of the course. The assessment usually takes around three hours to complete.
We can also offer a range of shorter and more flexible delivery options on request. These include hybrid modules combining tutor‑led webinars with self‑directed study, plus half‑day and full‑day formats.
COURSE – generally delivered online via webinar but can also be delivered in-person upon request.
The information on this page relates to webinar delivery only.
If you are interested in an in-person course, please contact trainingadmin@nea.org.uk for further details.
ASSESSMENT – also delivered online as an open book assessment.
Find out more
Webinars are delivered live by our expert tutors and designed for small groups, ensuring a high level of interaction, engaging activities, and support throughout.
We typically use Zoom for our online sessions.
To join, learners will need a device with internet access and sound capability, along with a microphone and webcam to enable full participation.
Once booked, learners should receive a confirmation of booking e-mail. Joining instructions will be sent the week before the course.
We offer a programme of open access webinars for individuals to enrol onto.
Yes, in-house/ group webinars can be arranged upon request. Please contact us for further details.
In-house/ group courses can be delivered in person upon request. Please contact us for further details and fees.
After the session, learners will receive a handout booklet summarising and reinforcing the key topics covered during the course.
Upon successful completion of the course, learners will be invited to complete an assessment to achieve the Level 2 City & Guilds qualification – Fuel Debt Advice in the Community (6281-16).
There are no fixed assessment dates to attend. The assessment is completed in an open‑book, take‑home format that will be issued to learners at the end of the course.
Learners will have two weeks from the date of issue to complete and submit their assessment. As this is an open‑book assessment, learners are actively encouraged to refer to their course materials and handouts when completing the assessment.
The recommended study and assessment completion time is approximately 3 hours.
Funded places are available to non-commercial/ not for profit organisations based in England and Wales (such as local authorities, housing associations, advice agencies etc). Learners must also be frontline staff or volunteers that encounter and provide advice to those in or at risk of fuel poverty.
This applies to to online delivery only.
All courses and processes are assessed in line with BSI ISO 9001 quality management standards.
To maintain their effectiveness, courses are reviewed and updated on a regular basis. If you identify any gaps, inaccuracies, or areas for improvement, we encourage you to share your feedback with us.
If you have any questions, please contact us to discuss.
Fees and funded places
| Eligibility criteria for a funded place |
|---|
| FUNDED PLACES are available to non-commercial organisations based in England and Wales (such as local authorities, housing associations, advice agencies etc). Learners must also be frontline staff or volunteers that encounter and provide advice to those in or at risk of fuel poverty. Online delivery only. For those not eligible for a funded place, please select the relevant fee rate above for further details. |
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Open access webinar – per person | £304 plus VAT | £354 plus VAT |
| Group webinar – per course | Contact NEA for details | Contact NEA for details |
| In-person – per course | Contact NEA for details | Contact NEA for details |
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Open access webinar – per person | £344 plus VAT | £394 plus VAT |
| Group webinar – per course | Contact NEA for details | Contact NEA for details |
| In-person – per course | Contact NEA for details | Contact NEA for details |
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