PC/MSC

PROFILE CLASS CHANGES &MSC CHANGES

A HOW TO GUIDE

Start

WHAT WE WILL BE LOOKING AT

PROFILE CLASSES

WHAT IS IT?

SUMMARY

MSC CHANGE PROCESS

PC CHANGE PROCESS

CLICK THE POST-IT NOTES TO VISIT EACH PAGE

PROFILE CLASSES

YOU WILL SEE THESE INDICATORS ON ECOES (ELECTRIC) AND XOServe FOR GAS

01 - DOMESTIC SINGLE RATE02 - DOMESTIC MULTIPLE RATE03 - COMMERCIAL SINGLE RATE04 - COMMERCIAL MULTIPLE RATE00 - HALF HOURLY

ELECTRIC

I - INDUSTRIALD - DOMESTIC

GAS

Customers may decide to close their business and reside in the property instead, or a buiding that was previously for commercial use may have been renovated into flats and rented out for people to live in. Because the meter is under a commercial class, we have to get that changed to domestic on the National Databases for electric and gas, ECOES and XOServe

We need to have a copy of the customers residential council tax before we can raise a case for this

The processes for gas and electric are slightly different ELECTRIC - PC CHANGE - Profile Class ChangeGAS - MSC CHANGE - Market Sector Code Change

A PC change for electric costs £126 (inc VAT)A MSC change for gas is free of charge

Billing and Supply need to ensure this can be changed using the council tax bill. Until we have had confirmation that this can be carried out, we will not take payment

WHAT IS THE PROCESS FOR A PC CHANGE

The change

The process should take around 7-10 days to be completed. Once ECOES is showing the supply to be domestic, the customer is free to leave as as their supplier, without penalty as we do not offer domestic tariffs/contracts. It's at this point that you should contact the customer to let them know everything has been processed and they are free to leave. Ensure RAG note is left confirming this

Case returned

Once payment has been taken, you need to change the queue of your case back to BILLING AND SUPPLY, ECOES UPDATES. At this point, it would be wise to give the customer a ref number and also let them know you will be in contact once the class has been changed We do not offer domestic tariffs so inform the cudtomer that once the change has been procesed, they will be free to leave

Confirmation

Once Billing and Supply have confirmed that the class of the meter can be changed, they will change the queue of the case back over to CS. You will need to contact the customer to make payment; remember, this process costs £126 to complete. This payment can be made, or if the customer is in credit, we can raise a charge

Raise a case

Once we have received the council tax back from the customer, raise a case to BILLING AND SUPPLY, under ECOES UPDATES. Ensure you attach a copy of the council tax

Council Tax

Ask the customer if they have a residential council tax bill they could send us - doesn't have to be a hard copy, an attachment on an email is fine

So, a customer has called up or emailed in as they have decided to shut the doors on their business that they run from home and they will be just residential from that point on...Follow these steps to help the customer with their Electricity account...

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WHAT IS THE PROCESS FOR A MSC CHANGE

Once XOServe is showing the supply as domestic, the customer is free to leave us as their supplier, without penalty as we do not offer domestic tariffs/contracts. It's at this point that you should contact the customer to let them know everything has been processed and they are free to leave

If you are the agent picking up this query, it is a good idea to confirm the reference number with the customer and also advise that once the change has been completed, they will be free to leave us as their supplier. Changes on XOServe are slightly quicker than ECOES

This query will sit wirth the COT team as they need to process the name change. Once this has been done and providing we have recieved a copy of the council tax bill, this will be raised with GAS BILLING under MARKET SECTOR CODE CHANGE.

In this case, you would need to confirm to the customer that a COT will need to be done - when you send the email to request the documents to complete the COT, ensure you request a copy of their residential council tax bill at the same time

A Market Sector Code Change is the process for changing the class of the GAS meter from commercial to residential This is slightly different to Electric and although quicker to change on XOServe, we have to carry out quite an important process firstDue to not being able to get XOServe amended using a business name, a Change of Tenancy has to be completed on the account prior to the Market Sector Code Change being done. The Change of Tenancy has to be done into the customers name instead of the business

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REMEMBER...

WE ONLY CHARGE FOR ELECTRICITY ACCOUNTS

PC = ELECTRIC

THE SUPPLY MUST LEAVE ONCE COMPLETE

COT BEFORE MSC

MSC = GAS

WE NEED THIS FIRST