Energy Supply and Kraken (Team H) - Coggle Diagram
Energy Supply and Kraken (Team H)
objection / rejections
faster switching (next day/ 5 day?)
DC & MOP
ECOES AND MPAS
OFGEM (regulation) / OMBUDSMAN (complaints)
MPAN/ MPRN - unique!
FLOWS -how the industry talk
Convert gas units in kwh! all tariffs in KWH!
standing charge (daily price to be on supply) + unit rate (price per kwh
Supplier is gained/loss by accident!
14 days to object from leaving
et gain (we GAINED ) et loss (we LOST)
Et loss process: Proposed to other supplier, accepted, RECEIVE LOSS 86, re-apply for supply!
Don't agree on initial read (COS read- validated OMR)
We need 2 back ups, proposed reading (calc) COR OR COS (customer own reading on change of supply)
proposed reading OUT of tolerance 250 kwh, 109 m3 39 ft3
timescales- 10-30 days! kep them updated
a= ALTERNATIVE, y= accept R- reject (technically wrong or not all info) ty= telephone agreed TP-= telephone proposed U- DC says no
D300 + SAR
Rules of engagement D86 present? SSD les than 12 months, mtds,
Billing and Payments
monthly billing/ dd
monthly email, 3 month estimate
Tariffs - fixed, variable (reflects energy market prices)
Variable DD: pay for what you use ! Estimate monthly!
Direct debit based on EAC/AQ
DC/AQ updated by DC (d010)
45 payment adequacy (comparing EACS/AQS)
Payment adequacy: ensure the DD is the right amount (meets usage, and building up credit) spreadin your costs over 12 month
estimated bills, catch up bill (bills are estimated and once the readng comes in, the bill is generated catching up on this info)
Customer 'WHY R U DOING THIS'
backbilling/ billing code!
Held statement - when the statement is prevented from being sent out because something is up and kraken aint happy with it
stop reading from being biled against
meter reading goes in = charge added
payment adequacy (general) -making sure customers paying enough, matchign their eac!
RELATIONSHIP BETWEEN CONSUMPTION AND PAYMENTS
TEXTEXPANDER= SHORTCUT SCRIPT
TWILIO= PHONE CALL!
payment review: reviewing schedule payments- there are some specialists that will go through payments that are scheduled if they look weird!
bill to and bill from button
bill to = initial reading to a NEW READING bill from= changing the path before writing the story again, rubbing out a mistake before you fix it
Bill to= add charge, bill from= delete charge
Prepayment ( pay as you go) go to shop and top up! (card= gas) elec= key)
more expensive unless it's a smart meter
we don't if its PP or CR for S1
Gas leak= Gas network (sometimes they perform PEMs- emergency mex done by the network
we have to chase the MTDS! (MSN)
friendly hour (9pm fri- mon 8am) (confirm this later) = you will not go off supply! (shops can be closed etc!) = Monday (pay it all off!)
emergency cred= £5 for elec £10 gas- reserved credit if you cant get to shop etc!
Smart meters: SMETS 1 and SMETS 2
communicate with supplier (remote reading)
issue with WAN (wider area network) and HAN (home area)
SMETS 2 is universal and can communicate with all suppliers
smet1 models have their own cloud
SMETS2 all share cloud (making it easy to share info)
Credit- PP, tariff, change PC01 -02
IHD (in home display)- they can check out their daily usage, price efc, they can set a budget etc!
landlord accounts (occupier account) 2 weeks in the post= estimated every 2 weeks
CHARGE= METER READING(S) + TARIFF
Customer (Soft Skills/ How we interact)
Priority service register
customer permission! we share vulnerabilities with DC, MOP, DNO (d0302)
ability 2 pay
texas model (structure)- email, send them the link to sign for themselves, content, free
WHD (£140) government led scheme, you may need to apply if you'r in broader group. core is done through DWP
expression of dissatisfaction
right to go to Ombudsman (complaint with no res for 8 weeks , come to a deadlock ) deadlock letter
they must come to supplier first!
official / unofficial - if a customer is showing dissatisfaction = complaint , if there is explicit use of word complaint= official
treat people how THEY want to be treated
how do i diffuse this?
GDPR- full address including postcode, full name, email
add user= email adress
add them on billing name= liability
move in= occupy! (need an email address)
move out= p&m = move out (sme window you can also add a new property)
Change of tenancy= change of liability!
PICTURE OF METER = EVERYTHING
SPREAD COST OVER 12 MONTH