[Testimonials about EDF’s Priority Services online platform, which helps support customers in fuel poverty.]
[Lee Healy, director and foundeur of Income Max talks in voice-over, while we see him walking from his house to his office.]
Lee Healy : My name's Lee Healy and I'm the managing director and founder of Income Max. We're a community interest company that provides personal money advice to families in the U.K. We try to help them to increase their income and reduce their bills and get the best advice that they need.
[Sarah Thacker, an EDF Energy’s employee, talks in voice-over, while we see her interacts with customers.]
Sarah Thacker : My name's Sarah Thacker and I work in EDF Energy in the U.K., I manage all of our Priority Services, a range of products and services that we have to help support customers in fuel poverty.
[Sue, a customer, talks inside the Income Max’s office.]
Sue : Five years ago, I had an accident. I lost my job. I'm going to take a lot of debt with EDF, with gas, electric rent, council tax, things like that. Just couldn't see a way out. And I couldn't get through to anybody to help me.
[Back to Lee Healy, also talking from his office.]
Lee Healy : Fuel poverty is a real issue in the United Kingdom. It can be really difficult to find money for your energy bills if your income isn't enough. So any help that a family can get with covering those energy bills can make a real, real, real difference.
[Focus on Sarah Thacker, sitting in her office.]
Sarah Thacker : At EDF Energy, we have lots of ways to help customers that need extra support. We've got our priority services, which is a package of support that we have available to customers. We can offer support in helping to increase customers income, helping them to manage their money, helping them to get on a better tariff or energy efficiency advice. We've got some really, really good partnerships that we're continuing to develop. An example of that is income Max.
[Lee Healy says hello to his employees.]
Lee Healy : Hello, how are you doing?
[Focus on him, sitting in his office.]
Lee Healy Sue was an EDF Energy customer that was having a really difficult time in her life, she'd lost her job and she was really struggling with her finances and her bills. Sue made contact with EDF Energy's Priority Services, and they recommended that Sue talk to Income Max to see how we could help.
[Back to Sue.]
Sue : The priority service from EDF put me onto Income Max, and told me how I could sort of get help with my bills and other problems. My situation there is on top of everything. I've gone completely stable since my money comes in. Bills were paid, gas, electric, rent, TV licence.
[Back to Lee Healy, still in his office.]
Lee Healy : Customers are getting more and more used to going online and asking for help or a digital platform. But then sometimes you need the real touch. You need a personal touch to try and make everything actually happen and outcomes to be achieved.
[Back to Sarah Thacker, in her office.]
Sarah Thacker : I'm really proud of our Priority Services proposition and our online tools. We've had examples of where customers have had their income increased by thousands of pounds a year and, you know, which can have a massive impact on some of these standard of living. But we're the only energy company who has a solution, which means that customers can answer a few questions and then everything that we can offer them is presented to them in one place.
[Back to Lee Healy.]
Lee Healy : It's really important that energy companies try to tackle fuel poverty in as many different ways as they can. Trying to help customers get the help that they needed during a difficult time in their life is really, really imperative and something that can make a huge difference.