NSB Handbook

Email Template

Useful Numbers

AWS Emails

Rejections

Slack

Confirmations

Triage

NSB Handbook

Appointment Rejections

Email Templates

SSC Change

Flows

AWS Emails

Litigation

HEC/BEC

Digi I&L

Complex

Slack Channels

UPDATES

Email Template

Kraken/Slack Notes

6. If your unable to book BAU, This will need to be sent to CM from NONSB Mailbox. (Using CAR CHECKER & CM ROTA) Email them using ‘HEC/BEC CM Template’. 7. Use this Emoji and inform ES this has been referred to CM. 8. Once this has been picked up by CM, it will return to the NONSB inbox and will be worked by any trained HEC/BEC advisor. 9. Finally - Log work on CALL LOG by selecting SLACK and then Selecting HEC/BEC and the Area before submitting.

1. Open request on slack and use this emoji2. Open Kraken and MSD ready to check information and create a WO. 3. Open Kraken and MSD ready to check information and create a WO. 4. If there’s availability book on GREEN. Then mark the request with- 5. Reply in thread with the date/time the appointment is scheduled for.

Example

Emoji Key

HEC - Home Energy Connection ------ BEC - Buisness Energy Connection Both HEC & BEC are worked in the same way. They are both new Smart Gas Installs

How to work HEC/BEC

Triage

Appt Confirmations

Email Template

Process Map

Subject: Update on Account XXXXXX Hi [Recipient’s Name], I wanted to inform you that Morrisons has received an escalation regarding account XXXXXX. They have indicated that they are currently unable to proceed with the booking request due to [specific reason]. To resolve this issue, flows will need to be sent from Kraken to Morrisons. Once this is completed, they will be able to move forward with the booking. Please note that the escalation has been closed, and we cannot keep it open while the flows are being sent due to GSOS risk. After the flows are sent, kindly request a new escalation from SA2 Kingswinford. Additionally, please ensure that the customer is informed of this update. Thank you for your attention to this matter. Kind regards, [Your Name] [Your Position]

Process Map

START Discuss on teams who is doing soonest date and who is working top to bottom Put account number in teams chat Open Kraken Check databases and everything filled out correctly Call customer to confirm appointment No answer? Leave VM, send Email and Text/Letter Note Kraken Close job as call compleated/email sent on sharepoint Log it here & wrap up

Slack Emoji Key

Sent to Capacity Manager/Awaiting Capacity Manager response

Anything booked, or request compleated

Working this task - when multiple people are working a channel, you will be able to see who is working which request

Updates

with HEC/BECs now if new connections ask for a tech to be pinned it will go to ESUK to book and pin they do this directly through FLS now so we cant book them. They will then email us to confirm its been done. Please still forward these to Sarah or Kat (whoever sent the original email) so that we can update slack and note Kraken

Customer preference and key information

Relevant meter information - this should reflect the same on Kraken

Information for CM if needed - please still check car checker when sending to CM to insure they are correct

Kraken information - must be upto date and correct

Example of HEC/BEC

When replying in Slack please @ES

Sent to CM

Appt Booked

Kraken and Slack Notes

Subject: Update on Account XXXXXX Hi [Recipient’s Name], I hope you’re doing well. Morrisons has received an escalation for account XXXXXX. They have informed us that they are unable to proceed with the booking request because the customer’s current SSC is not supported for the requested booking. Please identify a compatible SSC and confirm with the customer whether consent is required. Once this is addressed, they will be able to proceed with the booking. Please note that the escalation has been closed, and we cannot keep it open while you finalise the SSC due to GSOS risk. Once the SSC is agreed upon, kindly request a new escalation from SA2 Kingswinford. Thank you for your attention to this matter. Kind regards, [Your Name] [Your Position]

Useful Numbers

FDS Debt (field Debt solutions) 03453015313

Subject; [HEC/BEC – MPRN– WO – POSTCODE] Hi (CM), Please can you accommodate a New GAS Install Appointment for [DATE] Details are below; [INCLUDE SLACK WORKFLOW HERE] Kind Regards [Your Signature]

Email Template

Subject: Metering Appointment Confirmation We're pleased to confirm that a technician from E.ON Next or one of our partners will arrive on [date] between [time]. Here's how to prepare for our visit: Parking: Ensure there's a parking spot close to your property. Access: If your meters are behind a locked door or cupboard, please provide access and ensure there's space to work safely. Presence: Someone over the age of 18 must be at the property. Need to Reschedule? We understand plans can change. If you need to rearrange, call us at 0808 501 5200, and we'll find a new date and time that works for you. We strive to arrive within the agreed time. If we don't, you may be entitled to a payment under our Guaranteed Standards of Service. However, if you cancel within 24 hours of the appointment or fail to provide access, we may charge a fee to cover our costs. We'll always try to contact you before applying any charges.