About this event

This session will look at understanding household energy bills, what people might need to consider when talking to their energy supplier about their bills and how one energy supplier provides support to struggling or vulnerable customers.

Who is leading this session?

• Kat Custard - Affordable Warmth Advisor at Changeworks
• Will Stewart - Regional Lead (Scotland) at Octopus Energy

We also hope to be joined by Energy Action Scotland's Training and Projects Officer Siobhan Samson for the Q&A.

Who should attend?

Any money guidance practitioner who helps their customers understand their household bills.

Agenda

What will be covered?

By Changeworks

• Keeping on top of your bills
• Methods of payment for energy bills
• How to take forward complaints and escalations
• Priority Services Register

By Octopus Energy

• Understanding your bills: unit rate, standing charges and, usage
• Tariffs and Direct Debits - take back control
• Building trust with an energy supplier and extra support available

Links to the Competency Framework

This session is relevant to the following sections of the Money Guidance Competency Framework.

• Household bills
• Signposting customers

Accessibility

The event will use Microsoft Teams and if you've not used it before you may want to look at these guides. For help making Microsoft Teams more accessible and easier to use, go to the page on Accessibility support for Microsoft Teams.

Keep Up To Date With The Money Guiders Scotland Network:

• Contact: moneyguidersnetwork@improvementservice.org.uk
• Register with the Scotland Network
• LinkedIn Page
• Knowledge Hub Group
• Twitter

The Money Guiders Programme

Money Guiders is a programme run by MaPS, which seeks to help money guidance practitioners improve their knowledge, skills and confidence. Everything that the Money Guiders programme offers centres around the Money Guidance Competency Framework - it's there to help you better understand the full breadth and depth of money related issues that fall outside of the regulated financial advice service sector - the things you talk to your customers about.

Before attending the session, you could spend some time considering the challenges you face in your work, specifically when you provide help and guidance to your clients or service users around money issues.

• How do you spot potential problems?

• How can you start conversations about money in a sensitive way and at the appropriate time?

• How do you maintain good boundaries in your role as a money guidance practitioner within your main area of work?

The Money Guiders Competency Framework

Click here to view the Money Guiders Competency Framework (English)

Click here to view the Money Guiders Competency Framework (Welsh)

​​​