HM
What is a Home Move?
When a customer makes contact saying they moving into or out of a property, we supply
What are the 2 outcomes for a credit check?
Accepted
If the credit check result comes back as low risk your customer can choose from any payment methods we offer.
High Risk
If the credit check results come back as high risk you can offer the customer two options:
1. To pay a security deposit of £250 or more in order to have access to all of our payment methods
2. They agree to having a PAYG meter installed and set up a DD in the meantime
For 'High Risk' outcomes, offering a security deposit or a PAYG meter isn't a punishment; it's a supportive measure designed to help the customer manage their energy costs effectively and avoid accumulating debt.
What is liability?
Liability refers to the specific individual or entity legally obligated to pay for the energy consumed at a property.
How do you process a move in?
Search for the current account in Kraken.
Confirm the full address & postcode. Make sure actions are being taken on the right account.
Confirm the date your customer took responsibility for the property.
This may not be when your customer moved into the property. It's when your customer got the keys to the property!
Complete a move out on the previous account.
Process the move out for the date your customer got the keys. This will create an occupier account.
Confirm the meter readings.
Ask your customer for meter reads for all fuels and enter
We need your customers full name, date of birth, phone number & email address to occupy the new account and run a credit check
If the bill payer is between the ages of 16 and 18 we MUSN'T credit check
We can only offer a security deposit of £250 or a PAYG meter - we will cover this shortly
What is an occupier account?
Occupier accounts are created when we not sure who is liable for consumption at a property
Where in Kraken do you process a HM?
Properties Tab
What is property admin?
Property Admin allows us to capture the landlord details for the property. Whenever we then do a home move the next account will always populate as the landlord rather than the Occupier.
What information do we need from a customer when they move out?
Confirm the full address & postcode
This makes sure that actions are being taken on the right account
Confirm the date that your customer is no longer responsible for the property
This isn’t always the date they move out.
It’s the date their tenancy ends, completion of sale date etc.
Confirm the final meter readings
Make sure we confirm readings for all fuels.
If the accounts aren't linked, make sure we are searching to find both the Electric and the Gas accounts so we can bill them both correctly.
Confirm the forwarding/new address
This is the address they are moving into and can be contactable at
What is Tariff porting?
Customers should be able to keep their fixed tariffs if they move home for the remainder of their contract, Tariff Porting does just that!
What is retaining a customer?
When a customer moves out a great opportunity arises where we can ask if they want us to supply their new home! Retaining the customer!