Carers UK has launched a blueprint to help companies and services support millions of customers with caring responsibilities, supported by British Gas.
Research from charity Carers UK shows unpaid carers are finding it difficult to help manage day-to-day services such as telephone, banking and financial assistance on behalf of the person they look after. The blueprint has been produced in response to this.
Carers UK’s research found unpaid carers often struggle to manage services provided by both public and private companies.
It also found that 40% of carers do not have a formal arrangement in place for managing the affairs of the person they care for. The expense of putting this in place, the time it takes and the challenge of having difficult conversations with the person they care for were all cited as barriers.
The Carer Friendly Company Blueprint sets out how any organisation can embed a carer friendly approach in its culture – by reflecting carers in the company’s values, supporting staff who have caring responsibilities, as well as training all staff to understand caring and bring in practices that support their customers who are carers.
As well as supporting the blueprint British Gas has introduced a number of initiatives, including a ‘Carers Flag’ on its customer database, allowing customer service agents to easily identify those who could benefit from the support available. This help includes the option to be the named nominee on the account of the person they are caring for, subject to their consent, making it easier for the carer to manage the account.
British Gas rolled out training on unpaid carers and the use of our carers flag across its customer contact workforce and third-party suppliers last year, to raise awareness of caring and how they can be identified during customer contact calls. The training also covered what is involved with caring for someone and why carers often need more support.
Information, support and advice is vital to help carers set up formal arrangements which can be complex. To support carers with getting a Lasting Power of Attorney, approaching companies such as banks and utility providers, and managing health and care matters, Carers UK also today launches a suite of online resources for unpaid carers.
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