We have received a lot of feedback from local Age UKs on cost-of-living issues, including how many older people are coming to you for support in this area, or how it is presented as a concern when older people are seeking support for other issues.
Information & Advice teams have told us that they would value a way to capture these enquiries. Collecting this data will also support Age UK to campaign and influence at a national level for additional support for older people affected by the cost of living crisis.
As a result, we have now updated the enquiry codes, and have added a new Tier 1 code.
25 – Cost of Living
There is also a Tier 2 code underneath this.
25A – Cost of Living, Energy
We have aimed to keep this as straightforward as possible for now. Please feedback to us any further suggestions. We will review the codes at the next quarter (Q4, January – March 2023).
What do you need to do?
For Information & Advice Teams using Charitylog, this will appear in your possible enquiry codes from 29 September. There is no further action required to ensure this code is available for use.
For Information & Advice Teams using Salesforce, this will appear in your possible enquiry codes from 1 October. No further action is required.
For Information & Advice Teams using alternative systems. You will need to add this into your own systems. We understand that for some Partners it will not be possible to do this immediately. If you have any concerns or questions, please contact firstname.lastname@example.org
Use of the New Code
The below is rough guidance, and we will look to refine this over the coming months as the code is used. We suggest using the code for cases where you feel it is appropriate.
The Tier 1 code (25 – Cost of Living) should be added to cases where the older person:
- Expresses concern about the cost of living and their ability to pay bills, afford shopping or any other expenses
- Identifies the cost-of-living crisis as a reason for their enquiry
The Tier 2 code (25A – Cost of Living, Energy)
- Identifies energy prices as a reason for their enquiry
- Expresses concern about energy prices
- Will be unable to pay an energy bill without support
Questions and Feedback
If you have any questions or feedback please contact email@example.com