15 implementation of these recommendations. Usually all recommendations can be implemented. The payment goes directly to the workers fixing infrastructure or installing appliances. It does not go through the clients themselves, even though they are encouraged to get at least two quotations from craftsmen, in order to involve them in the process. The interviewee from the MA 40 pointed out, that this programme is unique in this form in Austria and also in Germany. In some places, assistance for energy bills is paid out flat to everyone, or people receive vouchers that do not cover the whole amount of necessary infrastructural changes. 4.2.3. Caritas The social consultation service by the Non-profit Caritas mostly deals with challenges regarding rent and threat of eviction, and energy bills. The aim is usually to advise people on where they can get help and what their options are to solve their situation. For example, they often recommend clients to apply for Hilfe in besonderen Lebenslagen with the MA 40. When people come for a consultation, social workers look at the issue, or the cumulation of issues, in depth. In certain circumstances, Caritas can pay off smaller debts for the client. If the issue is related to an energy bill and the client is a customer of Wien Energie, the social worker will contact the Ombudsteam in order to assess the severity of the problem and the amount that is due. This relates to the above mentioned issue of knowledge and overview: especially if there are several bills and, on top of those, collection notices, clients often lose the track of the total amount that is due. After the this amount has been established, the social worker and the Ombudsteam try to find a solution, together with the client. The social worker often acts as the intermediary between Wien Energie and the client. The most common solution is agreeing on instalments. The social worker tries to negotiate between what is doable for the client and feasible for Wien Energie. However, the interviewee from Caritas pointed out that clients tend to accept any offer because they are relieved that there is a (albeit temporary) solution to their problem. The interviewee expressed very positive sentiments towards the cooperation with the Ombudsteam and said that it would be great if other energy providers would offer services that are similar in scale to those offered by the Ombudsteam at Wien Energie. 4.2.4. Umweltberatung The Umweltberatung (environmental consultancy) is the organisation conducting the energy audits. These are usually recommended by social workers at the MA 40 and the auditors are paid for by the MA 20 (Magistrate for Energy). After social workers at the MA 40 ask their clients whether they would be interested in an audit, the energy auditors arrange for a visitation at the client’s home. With the client’s agreement they also obtain their consumption data from Wien Energie, if the client is a customer there. At the client’s home, the energy auditors assess both, the client’s consumer behaviour and the infrastructure and living conditions of the flat. Possible solutions can also roughly be grouped into those two categories, as will be elaborated below. After the audit, the energy auditor sends a checklist and recommended measures back to the MA40, which implements these measures. While the overall aim of the audit is to increase energy-efficiency, not all measures might contribute to that goal. When consultants find that clients are lacking access to basic needs, such as a heating system or a refrigerator, they also recommend to make sure these basic needs are met first.