Helping families facing severe financial difficulty

Earlier this year, Lumo Energy joined forces with The Salvation Army to tackle situational poverty. Lloyd Andres, Field Officer at Lumo Energy has encountered many people facing adversity and does what he can to assist people paying their energy bills but they need more support. It’s his heartfelt concern and commitment to his work that saw him cast in The Salvation Army's Red Shield Appeal TV commercial that hit our TV screens to support the Appeal.

The commercial is a true depiction of the work he does and the people he encounters who are in need of emergency assistance.

Lloyd has worked in this role proudly for nine years. His job takes him on the road every day to visit customers struggling to make energy payments.  He provides advice on how to manage their accounts as well as the assistance available to them.  This level of service is rare in the energy market and we’re proud that we are able to offer our customers help and support when they need it most.

Lloyd provides insight on his valuable role

 

 “The face to face interaction makes all the difference,” said Lloyd Andres.  “It is common practice for a majority of energy retailers to call upon an external agency to follow up customers not responding to communications.  Lumo Energy sends me to find out why we are not hearing from the customer, and in most cases, customers really appreciate this level of care and service.”
Lloyd Andres is part of Lumo Energy’s EASE Team.  The Energy Account Support & Enquiries Team at Lumo Energy provides financial support options to help its customers with their energy account.  In addition to the account solutions available at Lumo Energy, you can also seek assistance from the government and community groups.  This assistance can include rebates, grants and other types of financial support.

He went on to say, “So many Australian households are facing severe financial difficulty due to generational and entrenched poverty, and the recent and disturbing trend of situational poverty. Recently we discovered that 55% of people coming to us for assistance have said that due to their financial situation they have had to delay or been unable to pay utility bills on time. The work Lumo Energy undertakes in supporting their customers will be extended by their involvement and financial support of the Red Shield Appeal and more.”

For more on our involvement with the Salvation Army click here

Date: 1 August 2014
Category: Lumo Community

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