Extra Help Unit Supplier Liaison Meeting 7 th

Extra. Help Unit Supplier Liaison Meeting 7 th November 2018 Natasha Gilmour, Head of Extra Help Unit Angus Mc. Millan, EHU Policy and Stakeholder Manager Suzi Cassie, EHU Information Coordinator

EHU and Citizens Advice Network- Supplier Liaison Meeting Time Agenda Item 10. 00 to 10. 30 Arrivals with tea and Coffee 10. 30 to 10. 40 Lead Introduction Actions from 25 July 2018 Natasha Gilmour, Extra Help Unit 10. 40 to 11. 20 EHU Domestic Operations update Survey Feedback Natasha Gilmour, Extra Help Unit 11. 20 to 11. 55 Group discussion Self disconnection & fuel vouchers 11. 55 to 12. 25 Consumer Service Operations Update 12. 25 to 12. 35 to 12. 40 Ombudsman Services: Energy Questions on Ombudsman slides Natasha Gilmour 12. 40 to 1. 10 Group discussion Winter preparations Group discussion Leanne Dullard, Citizens Advice Consumer Service Break Lunch 1. 10 to 1. 40 to 1. 55 Energy Policy Team Policy update Consumer Journey update Gillian Cooper Citizens Advice Energy Team 1. 55 to 2. 15 Group discussion Transfer blocking Group discussion 2. 15 to 2. 30 AOB Natasha Gilmour

EHU Q 2 July to September 2018 EHU Domestic case volumes 1200 1000 180 261 800 600 400 205 106 89 233 156 103 193 223 177 92 116 212 222 133 173 456 313 457 484 521 537 543 511 95 117 141 156 87 490 304 272 479 176 72 513 470 135 134 200 0 129 192 234 217 164 174 142 88 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Priority Complaints Non-Urgent complaints Q 2: 2890 domestic cases logged 20% of complaints were priorities ↑ 1%. Domestic Enquiries ↓ 5% from previous quarter and ↓ 4% against Q 2 17/18 90% of cases were domestic, ↓ 1% Ask the Adviser

Priorities Q 2 July to September 2018/2019 Reasons for Priority Warrant action 2% Disconnection by supplier 15% Forced PPM (or threat of) 3% Self disconnection (affordability) 33% Imminent threat of disconnection 12% Meter/payment device failure 22% Safety 4% RPU 4% Other 5%

Q 2 July to September 2018/2019 Domestic Complaint themes Domestic Complaints by category type 1 000 900 800 700 600 500 400 300 200 100 0 Q 2 17/18 Q 3 17/18 Q 4 17/18 Q 1 18/19 Q 2 18/19 Billing Debt/disconnections Metering (general) Transfers Prepayment meters (PPM) Smart meters Billing complaints ↓ 15% Debt and disconnection ↓ 7% Metering ↑ 13% PPM ↑ 10% Smart meters ↑ 13% Transfers 9%

Q 2 July to September 2018/2019 Referral Partners EHU Cases - Referral Partners - July-Sep 2018 Geographical - Referral channels Energy Advice Agency 3 000 CABx; 2% Ombudsm an; 5% Housing Association Ofgem; 2% 2 500 Charity Other; 1% Direct from Consumer ; 1% 2 000 Advice Agency 1 500 Community Group 1 000 Direct from Consumer Ofgem es al Ombudsman W nd la ot Other Sc Direct from Consumer 0 nd Ofgem CABx gl a CABx 500 En Citizens Advice (CACS); 90% Citizens Advice (CACS) Ombudsman Citizens Advice (CACS)

Top 5 low level complaint codes across regions England Oct. England Dec 17 Jan. England Mar 18 Apr-Jun 18 England Jul-Sep 18 England 1 PPM self disconnection (unable to credit meter) 190 PPM self disconnection (unable to credit meter) 211 Catch up bill received 220 Catch up bill received 190 Catch up bill received 2 Disputed bill, customer not responsible 156 Catch up bill received 170 Disputed bill, customer not responsible 150 Disputed bill, customer not responsible 143 PPM self disconnection (unable to credit meter) 3 Catch up bill received 117 Disputed bill, customer not responsible 143 PPM self disconnection (unable to credit meter) 149 PPM self disconnection (unable to credit meter) 103 Disputed bill, customer not responsible 4 Debt recovery practices 77 Debt recovery practices 99 Debt recovery practices 79 Debt recovery practices 92 Debt recovery practices 5 Supply point administration query (MPRN / MPR) 59 Meter provision or exchange 78 Supply point administration query (MPRN / MPR) 73 Supply point administration query (MPRN / MPR) 79 Supply point administration query (MPRN / MPR) Scotland Oct. Scotland Dec 17 Jan. Scotland Mar 18 Apr-Jun 18 Scotland Jul-Sep 18 Scotland 1 PPM self disconnection (unable to credit meter) 18 Catch up bill received 23 Catch up bill received 37 Supply point administration query (MPRN / MPR) 19 Catch up bill received 2 Disputed bill, customer not responsible 13 PPM self disconnection (unable to credit meter) 16 Disputed bill, customer not responsible 19 Disputed bill, customer not responsible 18 Disputed bill, customer not responsible 3 Meter provision or exchange 12 Supply point administration query (MPRN / MPR) 15 Supply point administration query (MPRN / MPR) 18 Catch up bill received 15 Supply point administration query (MPRN / MPR) 4 Final account reconciliation 10 Disputed bill, customer not responsible 14 Erroneous transfer 13 PPM self disconnection (unable to credit meter) 12 PPM self disconnection (unable to credit meter) 5 Supply point administration query (MPRN / MPR) 10 Meter provision or exchange 11 Direct debit issues 12 Final account reconciliation 10 Meter provision or exchange Wales Oct. Wales Dec 17 Jan. Wales Mar 18 Apr-Jun 18 Wales Jul-Sep 18 Wales 1 PPM self disconnection (unable to credit meter) 9 Catch up bill received 13 Catch up bill received 12 PPM self disconnection (unable to credit meter) 2 Unable to credit PPM (faulty meter/payment device) 8 PPM self disconnection (unable to credit meter) 12 Disputed bill, customer not responsible 11 Catch up bill received 9 Catch up bill received 3 Catch up bill received 7 Disputed bill, customer not responsible 11 PPM self disconnection (unable to credit meter) 11 Debt recovery practices 9 Disputed bill, customer not responsible 4 Debt recovery practices 7 Erroneous transfer 7 Final account reconciliation 10 Disputed bill, customer not responsible 8 Debt recovery practices 5 Disputed bill, customer not responsible 7 Final account reconciliation 6 Debt recovery practices 8 Direct debit issues 12 PPM self disconnection (unable to credit meter) 7 Erroneous transfer

KPIs and work volumes KPIs and Measures All Complaints Received (including domestic and micro-business) All Complaints Closed Enquiries % of complaints logged as priorities Ask the Adviser Quality Assessments: 70% of cases quality checked categorised as green 90% of cases quality checked categorised as green or amber * Financial Redress DOMESTIC Casework Cases closed within 35 WD (75%) Cases closed within 66 WD (90%) Tangible outcome (85%) Accent customer satisfaction survey: Consumers satisfied or very satisfied with the quality of service (85%) April to June 2018 2, 151 July to September 2018 2, 019 2, 093 2, 175 457 397 20% 22% 677 702 Green = 73. 15% Green or Amber = 96% Green = 75. 3% Green or Amber = 95. 2% £ 585, 167 £ 892, 741 73% 90% 69% 86% Due to changes in database reporting, KPI reporting is still being reviewed 92% 84% Outcomes Q 2 18 Full Explanation Amended Bill/Account. . . Affordable Payment. . . Goodwill Meter Work carried out Back Billing Code. . . Transfer objection. . . PPM discretionary credit Refund Central Database. . . Re-connection 1 766% 1 668% 804% 529% 500% 459% 352% 327% 244% 178% 165% ‘I just think the Extra Help Unit do such a brilliant job and it must help a lot of people. It is just good to know they are there to help you”

Caseload and case closure snapshot Closed Cases October Longest closure time 180 days Average domestic case open for 54 days Shortest closure time 8 days 55 suppliers EHU Liveload Complaint 2. 11. 18 Stage 1 9% Enquiry 3% Stage 3 27% Stage 2 60%

Operational Update • • Additional resource secured: 2 FTE permanent caseworkers 1 FTE 12 month contract caseworker 1 Team Manager Recruitment underway 1 Bureaux Liaison Officer Reviewing some procedures including how we deal with escalations Telephony upgrade 14 th November – EHU will deal with priorities but general number will be unavailable. Suppliers to email or avoid calling unless necessary ü Reminder EHU website: https: //ehu. org. uk/suppliers

Supplier Liaison Survey feedback 20 responses - 20% from small suppliers, 35% medium suppliers, 25% Big 6 and 20% stakeholders Meeting frequency to stay quarterly Improved coordination of industry meetings Suggestions for speakers Webinar options Opportunity for discussions Promotion and liaison

Group discussion Self disconnection & fuel vouchers 11. 05 to 11. 30 - 25 mins in select group 11. 30 to 11. 40 to 10 mins across groups 35 minutes in total

Group discussion Winter. Preparation 30 minutes 12. 30 to 12. 50 - 20 mins in select group 12. 50 to 1 - 10 mins discussion across group

Group discussion Transfer. Blocking 20 minutes 1. 55 to 2. 10 - 15 mins discussion in group 2. 10 to 2. 15 - 5 mins discussion across groups