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PLEASE READ THE FOLLOWING INFORMATION CAREFULLY BEFORE YOU BEGIN

ABOUT THE ASSESSMENT

This assessment is open book format allowing learners to work through the questions at a time and location convenient to them.

The assessment must be carried out individually and you must not collude with other candidates to assist in answering the questions.

As this is an open book assessment you are encouraged to use the knowledge that you learnt from the training you attended as well as the training manual.

Candidates are asked to answer the questions in their own words and must not copy and paste directly from the training manual. Copying and pasting is classed as plagiarism and assessors grading assessments will reject the answers and candidates will automatically fail the assessment.

HOW TO NAVIGATE THE ONLINE ASSESSMENT

You do not have to complete your exam in one sitting; you can click ‘Save and Continue Later’ and a resume link will appear on screen. You will also have the option to email the link to yourself and this will take you back to the point at which you left off. If you do not receive this link, first check your spam folder to see if it’s in there and if not contact tracy.norris@nea.org.uk. If you save and continue more than once you may need to refresh your browser to be shown the most up-to-date version of your exam

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me or part of your exam. If this happens please contact Tracy.

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Once you have submitted your completed paper you will not be able to make any further changes.

If you have any queries please contact tracy.norris@nea.org.uk

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Set One

1. State 4 reasons why an individual can find themselves in fuel debt: [4 marks](Required)

Click ‘+’ to add to the list

2a. Identify the meter type (below). [1 mark](Required)

Meter fuel

Meter type

2b. Look at the image and identify the unit used to measure consumption [1 mark](Required)

Unit of measurement

3. When there is a query with a customer's bill, what should you identify on the meter which will correlate with the bill? [1 mark](Required)

4a. A client brings you this information – a photograph of their meter (below) and a copy of their fuel statement (below). They are concerned that the statement may not be accurate. Can you identify a potential issue? [1 mark](Required)

4b. What is the purpose of the formula shown on the bill above? [1 mark](Required)

5a. Identify the meter type and fuel supplied [1 mark](Required)

Meter fuel

Meter type

5b. Why does this meter have two readings? [1 mark](Required)

5c. What is the meter reading in the picture below? [1 mark]

6a. Name the meter type and fuel supplied in the picture below. [1 mark](Required)

Meter fuel

Meter type

6b. List 3 pieces of information you would normally find on the digital display screen of this meter. [3 marks](Required)

Click ‘+’ to add each piece of information

6c. If the supplier alters their prices, how is the information relayed to the prepayment meter? [1 mark](Required)

7. State 3 circumstances in which having a prepayment meter would not be appropriate. [3 marks](Required)

Click ‘+’ to add to your list

8. Name the agreement, founded by the energy industry’s trade association in 2021, which contains safeguards to protect vulnerable customers with prepayment meters. [1 mark](Required)

9. List 2 actions, regarding their fuel, you would advise a new householder to undertake when moving into a new property? [2 marks](Required)

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10. If the householder does not know who their electricity supplier is, who should they contact? [1 mark](Required)

11. Which specific Standard Licensing Conditions protect customers experiencing payment difficulties? [1 mark](Required)

12. According to the Standard Licencing Conditions, if the supplier knows a customer is having difficulty paying their bills, they must offer three payment options. Name the 3 options. [3 marks](Required)

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13. Name the regulatory body for the gas and electricity markets. [1 mark](Required)

14. A client in receipt of Income-based Jobseeker's Allowance has been asked to repay a fuel debt at the rate of £20 a week, which they cannot afford. Which part of Licence Condition 27.8A should be used when negotiating with the supplier? [1 mark](Required)

15. Which document relating to the energy efficiency of the property must the landlord provide to a prospective tenant? [1 mark](Required)

16. In setting up Fuel Direct repayment arrangements, state the 2 organisations that must cooperate? [2 marks](Required)

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17. Householder A is on a fixed income; enjoys good health and mobility. They live in an urban area and have a bank account. Suggest 2 fuel payment methods which would be suitable for them. [2 marks](Required)

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18. On the bill below how much is the total Standing Charge over 31 days? [1 mark](Required)

19. What is the official name for the 'S' number on an electricity bill? [1 mark](Required)

20. A client has been switched without their knowledge to a different supplier. What is the name of the voluntary code to correct this? [1 mark](Required)

21. State 3 steps in the billing and collection journey a supplier will take when a customer is in debt. [3 marks](Required)

Click ‘+’ to add to the list

22. State one group of people under Standard Licence Condition 27.10 who cannot be disconnected. [1 mark](Required)

23. In law, after how long does an unpaid bill become a debt? [1 mark](Required)

24. A client has contacted you prior to attending a fuel debt advice appointment with an adviser. List four key pieces of information you want them to take to the appointment relating to the financial aspects of the fuel debt. [4 marks](Required)

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25. List 4 services available to eligible customers via the Priority Services Register. [4 marks](Required)

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26. Name the national scheme which provides a qualifying household with a £150 discount off their electricity statement [1 mark](Required)

27. List 5 pieces of information you should have to hand prior to using a fuel tariff switching/comparison website. [5 marks](Required)

Click ‘+’ to add to the list

28. Name the code which accredits internet energy price comparison websites. [1 mark](Required)

29. A householder has become a lone parent following a recent relationship breakdown. They have two children under the age of five. They have received a letter from their fuel supplier stating they are considering installing prepayment meters or possible disconnection as there is a debt on the account of £1,000. The client’s name is on the bills and they state their ex-partner took responsibility for paying the bills. The client does not want prepayment meters due to the difficulty of topping up the meter. Once you have spoken to your client and gathered all relevant information, state one detail about the household that you should tell the supplier. [1 mark](Required)

30. State a piece of information found on the Tariff Information Label (TIL). [1 mark](Required)

TEST ASSESSMENT – Fuel Debt Advice

PLEASE READ THE FOLLOWING INFORMATION CAREFULLY BEFORE YOU BEGIN

ABOUT THE ASSESSMENT

HOW TO NAVIGATE THE ONLINE ASSESSMENT

Your Details

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Set One

Please ensure you are satisfied with your answers before submitting your exam as no changes can be made afterwards.

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