Fuel Debt Advice in the Community 6281-16

(C&G Level 2 Award)

---

Fuel debt can be a devastating cycle for vulnerable households to fall into. This course is for frontline staff and volunteers working with low-income and vulnerable households who may be in or at risk of fuel debt.

This course covers the causes of fuel debt, all issues householders may face with meters, fuel statements, payment and tariff options. It also considers the complaints procedures and support available for low-income and vulnerable households.

Fuel Debt Advice in the Community aims to provide an understanding of the causes of fuel debt, issues householders may face with meters, fuel statements, payment and tariff options. It also considers consumers, private landlords and fuel suppliers obligations, as well as complaints procedures and support available for low-income and vulnerable households.

AUDIENCE

This course is aimed at frontline staff / volunteers working with low-income and vulnerable households who may be in fuel debt or at risk from fuel debt.

COURSE OBJECTIVES

• 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

COURSE CONTENT

• 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

ASSESSMENT INFORMATION

Learners will have the opportunity to complete an assessment in order to gain a Level 2 City & Guilds qualification (Fuel Debt Advice in the Community 6281-16).

There are no set ‘exam’ dates to attend, the assessment is open book (take home) format and will be shared with learners upon completion of the course. Learners will have two weeks in which to complete the exam.

As this is open book format, learners are encouraged to use their course hand-outs to help complete the exam.

Suggested study time for the assessment 3 hours.

COURSE FORMAT / DELIVERY INFORMATION

This course can be delivered face-to-face in a classroom or online via webinar. Please select the relevant button for further details on the course format, fees, dates etc.

FURTHER INFORMATION

For further information please contact trainingadmin@nea.org.uk