Too Many Hurdles: Information and advice barriers in energy services – Response to Recommendations Presented by Amanda Nolan 20 th July 2011

© British Gas 7/12/2015Slide 2 Recognition of vulnerable customers Revised vulnerable customers policy to align all Business functions within British Gas Criteria agreed and signed off at Board level Behavioural training to identify triggers for vulnerability and how to tailor appropriate products and services Office, field onshore and offshore staff are undergoing refresher training End of course assessment to test understanding Measures built into telephony, field and back office monitoring to ensure customer is offered appropriate treatments and packages

What services do we offer our customers who need extra help? Dedicated free phone helpline for those customers we have identified as vulnerable All numbers are free phone to assist customers who need to contact us and we are moving away from complex IVR’s Tailored communications to suit requirements e.g. Braille bills, textphone, large print etc. Ways we can Help leaflet offered in different formats as above Ability to Pay training currently being rolled out to increase awareness amongst our call centre and field staff –Including review of how Weekly Recovery Rates are set and agreed, and creating more awareness of customers’ ability to vend and how suitable PAYGE meter is for individuals Priority Services Register, publicised by our agents and via bill messages

How do we help customers understand our tariffs and payment options? our call centre and field staff are trained on how to provide clear information on tariffs We provide leaflets such as ‘Ways to Pay’ Already recognised as the supplier who has done the most to simplify our bills Specialist debt repayment advice available, working closely with National Debt Line

How do we help customers to mange their energy use and make the most of help available? All our agents are trained to provide Energy Efficiency advice We have our own Energy Efficiency business – Home Energy Assessors who can visit customers in their home to provide expert advice We’ve offered a Discounted Tariff for a number of years to our most vulnerable customers More recently rolled out a soft launch of Broader Group Warm Homes Discount Scheme Launch of Centres of Excellence throughout the UK, working with Health Care, Local Authorities and local agencies –Offers ‘one stop shop’ and ability to offer face to face service, either on site or in homes –Making our communities comfortable with the sources of information and help available –Help to improve the protocol of how we deal with third parties on behalf of customers