Citizens Advice has published a good practice guide entitled: How energy suppliers can signpost and refer vulnerable consumers to the right source of help.
- Agree a company policy for signposting and referring vulnerable consumers to third parties
- Set up clear signposting and referral options to a range of organisations
- Be consistent in offering additional help
- Allow consumers to access services on their own terms and provide support when needed
- Empower customer facing staff to make good referrals
- Build relationships with referral partners and learn from each other