Test version of core

Complex Metering Core Session 1

Now we have the readings, what do we do?

So the customer’s bill would be: 54 x unit rate

Reading 1 12345

Reading 2 12399

54 units

BUT what if the meter was blank?

Obviously, we cannot bill to zero and credit all the charges back. We need to estimate the final reading! Let me show you what I mean

Reading 1 12345

Reading 2 00000

-12345 units??

NOOO!

Reading 1 12345 01/02

Reading 2 00000 01/03

Reading 0 12245 01/01

12395

-12345 units

100 units

50

There’s a few ways to estimate this *new* reading:

ALWAYS CHOOSE THE LOWEST

Use previous reads 12445

Use EAC 12545

Similar period of previous year 12395

Similar period of previous year 12395

Okay, but what if the readings are going backwards?

Reading 1 10000 01/02

Reading 1 12345 01/01

- 2345 units???

Same process as before to estimate correct reads until we can get an engineer visit organised

If readings are going backwards, we need to consider: Are the readings accurate? Did anything change? (Ie solar install, electrical work?)

ALWAYS CHOOSE THE LOWEST

Grid

House

Who are MOP’s and what do they do?

MOP = Meter Operators Our Current MOP’s: OES (OESL) - Octopus Energy Services SMS (UPLD) - Smart Metering Systems

MOP’s are responsible for installing, maintaining and replacing Electricity Meters.

Why so many?

OES (OESL)Our main MOP for the majority of properties, you will see them assigned to most accounts

SMS (UPLD) We have a contract with SMS for more complex exchanges (ECO10), and also for areas where we have lower coverage (Highlands + Islands)

Who are Data Collectors, and what do they do?

DC = Data Collector Our Current DC’s: ACCU: Callisto (M Group Energy) UDMS: TMA

Data Collectors main role is retrieving and validating readings to ensure they are accurate and there is nothing suspicious (such as negative consumption)

The DNO/GDN

DNOs/GDNs hold a monopoly over the transmission of energy to the property from the substation You can find the DNO/GDN via this link. Get it bookmarked!

Marketwide Half-Hourly Settlement

With the move to Half-Hourly settlement, although the roles that each party perform haven’t changed, the assigned parties have and they have also been split

MOP => MOAMOA = Meter Operator Agent DC => DS DS = Data Service

MOA will also now have 3 different services: Advanced Meter Services (MSA) Smart Meter Service (MSS) Unmetered Supply Operator Service (UMSO)

DS will also be split into 3 services: Advanced Data Service (ADS) Smart Data Service (SDS) Unmetered Supply Data Services (UMSDS)

What are flows??

A flow is nothing more complex than a message between us an an industry party. These could be any of the parties that we work with on a semi-regular basis, for example EES (ECOES), a Data Service or Meter Operator Agent. These are held in two sections in Kraken, depending on if they’re a traditional flow (Dxxxx) or IF/PUB’s for MHHS flows. D-Flows are in the Industry Messages section. IF/PUB’s are in the DIP Messages section.

WHY SO MANY ACRONYMS? :(

Although the acronyms make it confusing, these are just sectioned depending on the metering setup at the site:

Unmetered Data and Metering focus on supplies that aren’t usually metered, such as street lights etc. and will something we wouldn’t come across often in our portfolio

Advanced Advanced Meter and Data services focus purely on Half Hourly meters (mainly for business sites) these include (but are not limited to); RCAMR, RCAMY, H, NCAMR

Smart Smart Meter and Data Services focus on our more normal set ups, both Smart (SMETS) meters and traditional meters

Did you say new Data Collector?

YES I DID!! We’re now hosting our own internal data service, creatively named Kraken Data Services! Most Importantly we’ll no longer need to contact Callisto or TMA!

Life Cycle of a Meter readings

Traditional Meters: Traditional Meter readings will behave exactly the same as they do now. We send a D0010 to the Data Collector with the reading and receive a D0010 back The D0010 ‘In’ should have the ‘Validated’ & ‘Valid’ flag if the Data Service is happy with the reading.

Out

In

Life Cycle of a Meter readings

Smart Meters: With MHHS Smart Meters will start to use a new IF & PUB flow for validating readings. For meter readings, these are IF/PUB-041. An IF-041 is sent to the DS containing the reading, then a PUB-041 is sent back confirming it’s valid (The exception to this for Smart meters are manually submitted readings, which will still use the D0010 Flow)

Life Cycle of a Meter readings

Advanced Meters: With MHHS Advanced Meters will start to use a new IF & PUB flow for validating readings. For meter readings, these are IF/PUB-041. An IF-041 is sent to the DS containing the reading, then a PUB-041 is sent back confirming it’s valid (The exception to this is for dual register readings on Advanced meters, specifically Peak/Off-Peak, which still use a D0010 Flow)

Change of Supplier Process (MHHS)

This is a cut down version to cover only the metering orientated parts, full details are covered in the MHHS EdApp and KO’s Change of Supply Initiated: REGS inform Old/New Suppliers: Agents appointments:

• Metering Service and Data Service appointed from CoS via an IF-031. REGS Accepts/Rejects via an IF-032.

Agents appointments PT2:

• REGS notify the DS/MS with and IF-033.
• DS/MS accept/reject via and IF034.
• PUB-035 - Notification of status of appointment (confirmed yes/no)
• PUB-036 - The agent is now appointed (and active)

Customer & PSR data transferred: Confirmation of Initial Readings:

Change of Supplier Process (MHHS)

Change of Supplier initiated

REGS Informs the Old/New Suppliers

We’re only covering the most important metering related parts of the process here, but if you’d like more information check out the MHHS KnowledgeOwl and EdApp!

Agents Appointed

Metering Service and Data Service appointed from CoS via an IF-031. REGS Accepts/Rejects via an IF-032.

Agents Appointed (Step 2)

REGS notify the DS/MS with IF-033DS/MS Accept/Reject via IF-034 PUB-035 Confirms the appointment PUB-036 Sent on CoS to confirm the appointment is active

Customer and PSR data transferred

Confirmation of the Initial Readings

What does the customer need to know?

• Someone over the age of 18 must be at the property
• The appointment takes roughly 2 hours per fuel
• Electricity off for 30 mins
• We have powerbanks for wifi

Hey there, I want to get a meter exchange, what do I need to know?

What do we need from the customer?

That’s great, can you tell me…

• Is there parking?
• Where is the meter located? (height/accessibility)
• Any vulnerabilities?
• Any pets?

Metering Complaints!

Complaints & Resolutions

There’s a few things that are always worthwhile considering when raising any metering or siteworks related Complaints:

• Setting realistic customer expectations
• Find out the customers ideal resolution
• Escalating complaints correctly

This means 45.93% of our open complaint are in someway related to metering or siteworks

Why are metering complaints important?

Complaints & Resolutions

Setting Expectations:

• Time Scales: Clear and Realistic
• Pre-Appointment Requirements
• Possible Outcomes & Next Steps
• Triage Process
• Escalations

Complaints & Resolutions

Ideal Resolutions: Sometimes the customer already has an idea of what they would like to see to call the complaint resolved and it’s always worth opening the floor for the customer to make suggestions. This also allows us to:

• Confirm their Ideal resolution is possible.
• Check if there is a workaround that might work for the customer.
• Create an end goal to meet to call the complaint closed.

Complaints & Resolutions

Deadlocking Complaints: Sometimes, we're unable to resolve an issue or the customer's request is unrealistic. In these circumstances, we must deadlock the complaint as no further progress is possible. Crucially, we must have exhausted all options within our power before doing this. Once the decision to deadlock is made, we must be firm that there is nothing more we can do.

What is a New Connection?

This is the installation of a new meter (not a meter exchange), a New Connection is usually for new house builds.

• The DNO install the pipes or cables
• We add the supply point (MPAN for electricity or MPRN for gas) to Kraken.
• Then we install the meter

There is lots more info on our website;

https://octopus.energy/new-meter-connections/

What is a Meter Move?

Meters may need to be moved to make them more accessible for the customer to read or to make them more likely to communicate with each other. We can only move the gas or electric meter, 1 meters distance on the same wall. We can't install a new meter box.

When do we need to exchange a meter?

There’s a few situations where we can assume we’ll automatically have to exchange the meter, these include, but are not limited to:

• Known Defects
• Pre-Approved MEX (E.ON MAP)
• Blank Displays (Dead Battery)
• Emergency Exchanges
• Updates to incoming supply

These will still all need proper Triage and pre-approval to raise to ensure an NSMR is the best next step!

What do we need to know before the appointment?

- Property Construction - Meter Locations - Obstructions - Property Locale - Interference (other wireless devices) - Cellular Signal Present (2G, 3G, 4G) - Distance between the electric and gas

To ensure the engineer is correctly trained, we need to check the below: - Is the supply Single Phase or Three Phase - Is the supply Low or Medium Pressure - Is the supply Semi-Concealed (gas)

We need all this information to ensure that appointments are successful the first time!