COT OUT
Renewal
POA & LOA
Migration & External support
FUN Times
100

The simplest way a customer can tell us they are moving out is via...

Move outs can be processed up to...

The move out date must coincide with the...

online account

28 days in advance

 end of financial liability for the property.(End of tenancy agreement)

100

This is where the renewal window starts. Customers are able to renew from this date onwards. EOC1 Sent.

53 Days before EOC

100

Name the two main types of POA.

Health & Welfare

Property & Financial Affairs

100

What differences might a customer experience?

  • Billing

  • Payment methods

  • Online experience
  • Propositions

100

Is your name listed below?

Lets see...

and 

Let's get to know you a little more...

Nobuhle-tell us how was your product training experience?

Thabile-What's your perspective of Nutun so far?

Mpiloenhle-How would you rate your experience with your trainer and training colleagues 

Thula-If you could shoot someone in our group who would that be

Godswill-What is your long term goal

Snegugu-What is your ideal type of Man to Marry

Zama-Where do you see yourself in 6months from now at Nutun?

Iviwe-What's your favorite food and beverage?

Nontobeko-Do you see yourself driving a car and when

Brendon-What's the most romantic thing you have done for your partner

Zandile-What's your definition of life

Simphiwe-What's your biggest fantasy(be it a place,person,food,job,etc.)

Candice-What do you do for fun

Ngimphiwe-What is that 1 thing you good at?

Nompendulo-Have you considered doing a part-time business 

Bongiwe-What was your most embarrassing moment/s.

Anele-Whats your plans for the future

200

What is TUWY?

Why is it important?

How do we do it?

-TUWY is “Taking us with you”.Proactively offering to supply the customer’s new address.

-retaining customers who are moving out.Maximise the volume of customers who are looking to take us to their new property.

Proactively asking customers when they are moving out to set them up at their new home.Using strong offers to maximise opportunities.Use this checklist to keep you compliant.

200

This is where the customer will either start their new plan if they renewed or roll onto Simpler.

End of Contract (EOC)

200

Steps to take for a POA?

Get a certified copy of the POA. We don’t need the whole document, only:

  • Section 1 "The Donor" 

  • Section 2 "The Attorney"

  • Signatures page


Ask the customer to send it via post to: 

OVO

PO BOX 5280

Worthing

BN11 9RG

Or via email to: 

hello@ovoenergy.com

If you get a POA document via email:

  • Raise a case to: PSR/Vulnerability > 

Third Party Communication > LOA / POA

  • Set the case title to POA and attach the document 

  • Advise the sender we will be back in contact within 

    10 working days
200

List 4 external organisations you can signpost customers to?

StepChange

Fuel Direct

Income Max and
Turn2Us

NOTE:Standard hold is for 60 days

200

I am the father of all fruits,what am I?

banana

300

What data needs to be captured and why?

-Forwarding Address-Final bill for payment if not digitally enabled-Collections reminders

-Actual Readings-Final billing accuracy-Reduces Home moves disputes

-Continuation of Direct Debit-Ensure the final balance will be collected

300

What is Price Promise?

If we have a price decrease and the customer contacts us, we will honour the new lower rates (as long as the new contract has not started or they are within the 14 day cool off period).


300

How can you spot 

a LOA?

  • Are they named as a non-financially liable second contact?

  • Is there a PSR case with the signed LOA attached?

300

What is Breathing
Space?

Applies a hold to Collections activities.

Whilst not an organisation, this would be requested through one.

Breathing Space gives customers legal protections from their creditors.

300

What runs out when you push it?

Your luck.

400

After the COT Out a final statement will be sent in...

4/6 weeks

400

Explain The Renewal Process

Press backslash, select “Renew Plan” on the action menu

Offer plans to the customer.

Select the customer’s chosen plan and read all compliance.

If needed, set Direct Debit to new recommended amount.

NOTE:If the customer isn’t eligible for renewal, the same process can be followed using \ Tariff Hop - the customer may need to pay exit fees to change tariff when hopping though!

400

n order for the LOA to be valid:

  • The name in the LOA must match the name on the account

  • The LOA must be signed

400

What does StepChange do?

Advice about prioritising debts and budgeting advice.

Formal debt solutions such as Bankruptcy.

400

What is so fragile that just saying its name breaks it?

Silence 

500

If the account is in credit a refund will be issued within...

10 working day from the date of the statement.

500

How to add products?

Contract and product on KAE

Manage products


NOTE:same process for removing a product

500

Can you add a LOA onto an account?

YES.We can add a LOA to an account by 

following the process listed on Knowledge

500

What is Fuel Direct?

Allows customers to pay for energy and debts directly through their benefits each week/month.

500

What has many teeth but can’t bite?

A comb

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