Monica Davidson Acting Head EHU EHU Update: May 2016 Monica Davidson Acting Head EHU

EHU Update Overview of stats, performance and resources Work with suppliers Planned analysis on EHU cases EHU time based KPIs on case resolution EHU case studies on customers in vulnerable and complex situations

EHU Volumes Jan – March: Q4 There were 2,609 contacts logged by the EHU during the last quarter. Up 86 contacts from the last quarter. Casework volumes were 4% lower than they were for the same period last year

EHU Volumes: 2014/15 & 2015/16

EHU volumes: monthly

EHU Geographical Split: Q4 England -2% Scotland +2% Wales no change

Referral From: Q4

High Level Domestic Codes Jan – March: Q4 Change from last quarter Billing – 13% (down for the 2nd consecutive quarter) Debt no change Metering + 13% Pre-payment meters +12% (up for second consecutive quarter) Transfers – 3%

EHU Performance: Q4

Annual Info: Performance 2015/16

Annual Info Over the last 12 months we received 1998 priority complaints, which was 24% of all complaints received by the EHU. This compares with a total of 2074 priority complaints last year, which was 28% of the complaints received.

Annual Info: Domestic Codes 90% of EHU complaints were received from domestic consumers (no change from last year) 22% related to debt and disconnection issues (↓2% from previous year) 36% related to billing errors (↑3% from last year) 15% related to metering complaints (↑1% from last year) 7% to prepayment meters (↓3% from last year)

Annual Info: Non-dom codes 10% of EHU complaints were from micro businesses (no change from last year) 33% related to debt and disconnection issues (↓12% from previous year) 36% related to billing errors (↑6% from the previous year) 19% related to transfers (↑5% from previous year) 12% related to metering (↑1% from previous year)

Annual Info: Customer Satisfaction

EHU Resources Angela McHugh, senior caseworker, returned 3rd May Ian Nicolson returns to caseworker role 27th May of May Natasha back on 12th June Monica, Angus and Suzi revert back to own roles on this date

Advice & Stakeholder Team January to end of March in numbers: 9 face to face meetings with energy suppliers 24 conference calls 7 stakeholder events/meetings attended 330 Ask The Adviser calls taken

New entrants into the market In 2013 independent suppliers had 1% of the GB market share. This increased to 8% in 2014, and by October 2015 12.1% of the market was with independent suppliers. EHU engaging with twice the number of suppliers compared to 5 years ago.

Increase in number of energy suppliers the EHU deals with

Planned Analysis on EHU casework What is causing them? Split between self-disconnection, forced ppm installation, tampering etc How does this compare with last year? Priorities Why has the billing vs. debt & disconnection split changed? Are there any other trends? Non-domestic A look at what has caused the increase in metering complaints over the last two years Metering

Time Based KPIs Current targets to close 81% of complaints within 35 working days and 92% within 66 working days missed through most of 2014, all of 2015 and every month so far in 2016 Understandable during busy times when under-resourced but even with full compliment these were still missed so carried out analysis

Time Based KPIs: Findings Billing, metering complaints & increased complexity Increased numbers of new suppliers and problems with engagement Vulnerable customers EHU performance and processes Factors Affecting Achievement

Billing & Metering Complaints 16% rise in billing complaints from 2011 until now. Billing migration problems often cause delays in resolution 90% increase in volumes of metering complaints over last 2 years – again taking longer to resolve. Average age of metering complaints is over 38 days Debt & Disconnection cases are statistically quicker to resolve but these complaints have reduced over the last 2 years

New entrants Some independent suppliers have contributed to missing time based targets. EHU tries to build relationships with all suppliers but this takes time and is difficult with increased numbers of new entrants In February 9 of the independent suppliers failed to resolve any of their complaints within 35 working days

Vulnerable customers Perceived increase in vulnerability of EHU customers/ complexity of situations Customers often fall off the radar – either through ability to cope, hospitalisation or lifestyle We always try to re-engage the customer before closing the case, which can add time on to case age

EHU Performance/ Processes Analysis identified areas for improvement within EHU too: Being more proactive in chasing cases for a response Ensuring cases are closed as soon as possible following receipt of a response Being mindful of the target and ensuring that cases that can be closed before 35wds are closed Making better use of servicemail to ensure cases are being followed up in a timely manner Closer monitoring of suppliers, particularly those who have a high number of aged cases.

New time based KPIs from 1st April 2016 75% of cases within 35 working days Previously 81% 90% of cases within 65 working days Previously 92%

Vicarious Trauma A term for the emotional changes a person can experience when helping people who have traumatic stories to tell. Also called Secondary traumatisation Secondary stress disorder Indirect accumulative trauma Empathetic strain Therapeutic burnout

Vicarious Trauma: Helplines Said “Callers that stick in your head and you keep thinking about. Calls about sexual violence or domestic abuse can stick in your head and make you more wary of others and impact on personal relationships” “When operators are going through emotionally challenging times in their personal life it makes them much more vulnerable to trauma from calls.” “If you have worked on a helpline for a long time you can reflect and feel weighed down by all the sad things you have heard and the suffering callers have shared with you.”

Vicarious Trauma: Research Helplines are under increasing pressure – 47% reported an increase in distressed callers, greater levels of distress among service users and longer call times Key reason for increase in distressed calls is due to reconfiguration or closure of local face to face services Vulnerable people call helplines because they are non-judgemental, offer professional support, there when they need it and accessible without diagnosis This is a real and pressing issue for helplines; impacting on workers, service and client experience

Vicarious Trauma The training for EHU helped us reflect on how these calls affect the team, managing emotional calls, identifying callers at risk and looking after ourselves Research: Who Helps Helpline Workers? Exploring compassion fatigue and vicarious trauma in the helplines sector https://helplines.org SAMH training in February on Understanding Mental Health Problems

EHU Case Studies Suzi Cassie Acting Information Co-ordinator Supplier liaison meeting 4 May 2016

Case study 1 The consumer lived alone and was registered disabled due to multiple health problems impacting on his mobility as well as his mental health. He had post traumatic stress disorder following service in the armed forces and had attempted suicide on repeat occasions. He returned from a period in hospital to find that a gas prepayment meter had been force fitted under warrant. There were concerns this was relating to the previous occupier's debt. The meter was off supply when he reached the Extra Help Unit and he had no funds to top up.

Case study 1 - continued Self disconnection was an ongoing risk due to a low income of Employment & Support Allowance and Disability Living Allowance. He would also have relied on taxis to get to his nearest outlet to top up which would have been too costly. Our caseworker contacted the supplier and it was agreed a credit meter would be re-installed the same day given the circumstances. Further investigation with the supplier found that the consumer's account had not been set up despite a record of him informing them of moving in, in 2013. The account was reviewed under the backbilling code and a reduction of £683 was applied. A goodwill gesture of £50 was also agreed.

Case study 2 The consumer was very distressed during initial call with Extra Help Unit caseworker. She had been to her GP regarding the stress the matter had caused her – she disclosed she had felt suicidal. She had a dispute over a large outstanding balance on her account which had gone on for a number of years (Electricity £2629 Gas £2668). Supplier was now pursuing her for the balance which was causing distress. Payments had been made but were not covering usage and had stopped some months earlier. During our second contact with the consumer she was very angry and upset and it was not possible to continue the conversation due to her shouting. A team manager then spoke to her but experienced similar problems engaging with consumer. This case had been going on for a long time for the consumer Context – she said the meter had been exchanged several times yet hadn’t been tested 3 years previously she had been told by the distributor the reason for high bills was due to neighbour using her meter. The supplier had been out to the property – she understood from this visit that her the bills would be cleared and she would get a refund. - When she was contacting the supplier she was being told there was no record of this visit.

Case study 2 - continued Supplier confirmed they had been dealing with consumer for quite some time, through a specialist customer liaison team. Attempts had been made to resolve the issue eg offering trust fund but consumer had not provided the required information to progress this. Supplier was still willing to honour this if the consumer set up a direct debit for the usage – difficulty with consumer engagement After EHU involvement the consumer agreed to set up a direct debit for usage. Supplier confirmed the meter concerns had been investigated - meter checked and had only been exchanged once. Payment plans for the debt had previously been set up but failed. Home visit was carried out 18 months previously – although this failed to resolve the issues they did recognise the consumer was finding it hard to deal with things due to a change in family circumstances. Value in home visits – even if it picks up on something like this to get an understanding of the consumer’s situation. Consumer had said the person was helpful and supportive during the visit.

Case study 2 - continued Further consumer contact 3 months later due to an email regarding the balance when she understood it had been cleared. Team manager liaised with supplier again & found the DD payments had not been set up. We managed to facilitate this and the balances were paid through the trust fund. Further consumer contact after a month due to supplier request for an increased DD. Seemed to have prompted a further concern the balance was still outstanding. EHU confirmed the balance was clear – the increase was due to a meter reader collecting an accurate reading and reassessing the account. Consumer contacted the EHU team manager to thank her for her help and agreed to the new DD amount. The consumer said previous bodies she had contacted had not taken things seriously and had not helped her / listened to her Breakthrough – perhaps she felt someone (EHU) was now listening to her. Reassuring that she contacted us again as she knew we were someone she could engage with and resolve the other queries that had come up.

Case study 3 The consumer is 84 years old and lives alone. He has asbestos in his lungs and depression. He has had an ongoing situation with his supplier for 5 years and is very distressed by the issues. He had loft insulation installed and his property was damaged during the course of this work, which subsequently caused water damage and damp in the property. His GP had raised concerns about him living in the property due to his health conditions. The insulation was arranged through the Green Deal scheme and although this was carried out by a third party company, the consumer blames the energy supplier and has not paid a bill for a number of years stating he wants compensation for the damage. This is a very recent case and is still ongoing It is an example of the challenges we face in trying to engage with some consumers to progress things and reach a resolution. It also highlights the issue of mistrust that consumers can have with suppliers

Case study 3 - continued The supplier is now moving towards warrant action due to the balances (Gas £570 and Electric £835) and there are concerns a prepayment meter would not be suitable due to his vulnerabilities. The consumer spoke of removing the meters himself. He was advised against this due to the health and safety implications. He said he wasn’t afraid of the consequences which raised further concerns about his vulnerability. The complaint around the loft insulation issues was deadlocked by the supplier. Following EHU contact the supplier agreed to postpone the warrant for 28 days. The EHU is trying to engage with the consumer and support him in liaising with the supplier e.g suggesting customer liaison visit, trust fund if he pays usage. Concerning – consumers saying rather go without gas or elec. Similar in some respects to the last case – hopefully we can help the consumer gain some trust and progress things.

Annual Info: Customer comments No other comments other than they were perfect really Massive thanks, I'm a mother who has a disabled son, I'm a full time parent and carer at home. (The supplier) put a huge load on me, a lot of pressure. The EHU had my back, it was the biggest relief and made a massive difference to my family. They really helped me and took a load off my mind, they cared about me, and they just help you I called the Extra Help Unit and they were very helpful, really understanding. I'm a bit slow, dyslexic and they really helped me on the phone. The energy company were being intransigent and arrogant and threatening court action and within two days the EHU had dealt with it. There is now a payment plan which I had asked for in the first place. The EHU were brilliant. There's no power for the 'man in the street', The EHU were the only people who listened to me with genuine concern. Beyond our expectations. They calmed us down. They convinced me it would be okay and I wasn’t worried at all. Very, very satisfied, the service was absolutely excellent; don't think it can be improved at all (the service.) They helped me when I was feeling most powerless, listened to my problems and gave me confidence. I think that the work of the EHU should be carried on, this was of great help to me and it really gave me peace of mind that there was somebody on my side. EHU did a very good job. People need EHU to fight in their corner. Also I would thank the person who dealt with my case because they really helped my situation. I think they are a very important and necessary service.