Charis Grants Limited – understanding energy trust funds

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Customer Service and our policiesWe train all our frontline staff to identify and support themost vulnerable through each channelBy using information held on our systems, observations & dialogueField StaffCall CentresExternal Referrals• Sales Representatives• Service Engineers• Meter Readers• Debt and RPU Advisers• Energy Efficiency Experts• Customer Service• Home Energy Care• Energy Debt Experts• Energy Efficiency Team• HHL and partnership referrals• Charity Partners• Citizens Advice Bureau• DWP• Community Programmes• Extra Help UnitA customeris vulnerable iffor reasons ofage, health,disability orsevere financialinsecurity theyare unable tosafe guard theirpersonal welfareor the personalwelfare ofother membersof the householdSlide 12
… helping our vulnerable and customersin payment difficultiesOur agents are empowered- Trained on current economic climate- Focus on ability to pay- Establish vulnerability and offer of help- We don’t want a “one size fits all” approachTake due regard of relevant circumstances- Late paying? Need budgeting help?- Vulnerable? Fuel poor?Focus on making contact with our customers- 8 letters and Text messages- 5 calls- 2 /3 visitsSlide 13
Page 1 and 2: Energy Awareness ConferenceChristin
Page 3 and 4: About Us• We employ over 9000 hig
Page 5: Our Commitment to our vulnerable cu
Page 9 and 10: Essentials is our flagship social p
Page 11: We are donating £37m in further su
Page 15 and 16: Specialist TeamsThe Gateway into ou
Page 17 and 18: Community ProgrammesHere to help Co
Page 19 and 20: Warm Home DiscountEnergy Suppliers
Page 21: Summary• BG is helping more than

Charis Grants Limited – understanding energy trust funds

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