Vulnerable Situations in the Domestic Energy Market
Identifying vulnerable households is a vital step in ensuring they receive the support they need.
Vulnerable Situations in the Domestic Energy Market explores how fuel suppliers, distribution network operators, gas distribution network companies and Ofgem define vulnerability. It also covers the support available to customers, including services such as the Priority Services Register.
This course is designed for frontline staff and volunteers who work with people who are vulnerable, or potentially vulnerable, and in need of additional support. It is particularly aimed at those who may be unaware of the support available from fuel suppliers and network operators. The training is suitable for delegates who support the public either face‑to‑face or over the telephone.
COURSE OBJECTIVES
- Define how the energy sector defines vulnerability
- Identify risk factors and triggers which suggest a householder is potentially vulnerable
- State supplier obligation in regard to supporting vulnerable consumers
- Explain Priority Services Register (PSR) offered by the fuel suppliers, Distribution Network Operators and the Gas Distribution Network Companies
COURSE CONTENT
- How the energy sector (fuel suppliers, Distribution Network Operators, Gas Distribution Network Companies and Ofgem) define and identify vulnerable customers
- Energy UK’s ‘Safety Net for Vulnerable Customers’ and Ofgem’s Vulnerability Strategy which set out the definitions of a vulnerable customer used by the sector.
- Support available to vulnerable customers including the Priority Services Register
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.
1.5 hours – a short comfort break will be included during the course.
The course is 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.
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.
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.
After the session, learners will receive a handout booklet summarising and reinforcing the key topics covered during the course.
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. |
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Open access webinar – per person | £50 plus VAT | £60 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 | £60 plus VAT | £70 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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