Billing
Name 4 things you would see on a bill
Customer Usage, EAC/AQ, Current Balance, Tariff Prices, Meter Readings, Payments
What is a change of tenancy?
When the liability has changed to someone else for a property.
What is a Sole Trader and how would this look like on Kraken?
A sole trader runs their own business and is responsible for any losses or profits that the business makes.
Prefix and Full Name T/A...
Name 3 payment methods
Card, Bank Transfer, DD, Cheque and Post Office
How many days has a customer got until they are allowed to go to the Ombudsmen?
56
What 3 things do we need in order to bill a customer?
Meter Readings, Tariff Details, MTD's
What should you never do when processing a Change of Tenancy on the new SME account?
Leave the new account under 'The Occupier'
Who is responsible for the bills in a Limited company?
The Whole Company
What is the difference between a fixed DD and a variable DD?
A fixed DD is a set amount a customer pays each money to cover their bills and any outstanding debt whereas a variable DD is when a customer pays the bill amount and this amount can be different each month
When do we send out CHP to a customer?
After 24hours of the complaint being open
What is the difference between a credit note and a credit balance?
A credit note is used to cancel off a charge that has already been issued to the customer whereas a credit balance is a credit that the customer has accumulated on to their account and this can be refunded to them.
Name 6 things you need to ask the customer when processing a Change of Tenancy
Date of Move, Who is the new responsible party, Landlords Name, Final Meter Read, Forwarding Address, Attempt of Payment, Contact details, Have they got another property they manage, Is it going to SME or Res or vice versa, Any Outstanding Debt
Rosh's Cakes Ltd and Rosh's Cakes Limited, are these the same company?
No, as they may have different company reg numbers.
Give examples of when we run a Payment Adequacy
Contract Renewal, Customer moving to out of contract, Refunds or Debt Transfers, Deemed Contract, Customer Driven Change
When do we deadlock a complaint?
If the customer declines our resolution which we deem fair
What is a billing gap?
It is when some billing data is missing due to a missing reading or a Kraken Error.
Name 4 things that would indicate a 'Risky COT'
3 Months or more of unpaid bills
Large Debt balance
Multiple Claims of COT
Multiple claims of different Landlords
Multiple COS requests
Conflicting Dates
COT request within 6 months of TPI Contract being agreed
Historic contract price complaints
Name 5 tools you can use to check entities
Companies House, Trust Pilot, Google, Facebook, Charity Commission, OpenCorporates, GBG investigate, Scottish Charity Register, Just Eat/ Uber Eats
If the customer says they cannot afford the Fixed DD amount when the PA has been ran, what percentage can we reduce it by?
10%
As an energy specialist, how much GOGW are you allowed to offer without seeking approval from a TL?
up to £30
When is a customer eligible for a Back Billing Assessment and what does it mean?
If we have not produced a bill, have incorrectly billed or failed to reassess a Direct Debit for more than 12 months then a back bill adjustment may be applicable if the corrected bill results in a debit balance and an assessment will be required.
A supplier can’t ask for additional payment for unbilled energy used more than 12 months before the errors are detected and a corrected bill’s sent.
Where on Kraken would you add the Landlord's details?
On 'Properties' click the spanner next to 'Business Move Out' and press 'Create Property Admin Role'
What is an Unincorporated Association and what are some examples?
An unincorporated association is an organisation that arises when 2 or more people come together for a particular purpose but decide not to use a formal structure like a company.
Clubs, Societies, Trusts, sports clubs
Name the steps of processing a Repayment.
1 You have had the relevant conversations with the customer surrounding seasonal fluctuations and payment adequacy reviews
2 Complete the Fraud/money laundering checks
3 Check the account has been billed correctly
4 Check the method of the refund you are requesting
Name 5 things we need to record on Kraken for a new complaint
What the customer is complaining about
Their contact details
How they got in touch
Date of complaint
Review date (when we are contacting the customer next)
Any resolutions offered
Name of the complainant