Held Bills: Account has unbilled readings

Held Bills

Account has unbilled readings

This presentation is part of a wider pack designed to give you some ideas on how to work different Held Bills you might come across during your journey here at E.ON Next!The different training packs will vary in level of interactivity / style so pay full attention to get the most out of each individual one.

I guarantee that we've all come across this held bill reason before!Depending on the account the way to fix this is pretty varied!Its important to keep in your head that you may not be able to fix an account straight away in every case! You may need to wait for further info before you can send this bill out!

There are so many different potentials for this Held Reason. You've really got to look into it in depth to figure out what exactly could be wrong here!This guide is going to go over most, if not all of the potential reasons and what you would do to reolve this!

Hands down the first thing you need to be doing here is checking the Statements tab.This will give you your first idea of what the issue could be and let you narrow down the possibilities!

Hover over each of the graphs on the right to see what examples they are showing!

Click me for the next page!!!

This graph shows an example of the Gas Supply needing to be billed! If it looks like this you need to focus on the Gas!!!

This graph shows an example of a 2 Rate Electric Supply needing to be billed for 1 of the Registers!You need to be looking at the reads for the Registers here to check if one of the reads is a bit dodgy!

This graph shows an example of the Electric Supply needing to be billed!!!If it looks like this you need to focus on the Electric!!!

Everything looks good

MEX / Missing Start Read

Not Enough Digits

Too Many Digits

Move Out/Move In

SMART not sending read

Price change read

Wrong way round

Quarantined Reads

SSC / TPR / Profile Class Error

Click on the lil magnifying glasses to go to a page to learn how its done!!!

Everything looks good

MEX / Missing Start Read

Not Enough Digits

Too Many Digits

Move Out/Move In

SMART not sending read

Price change read

Wrong way round

Quarantined Reads

SSC / TPR / Profile Class Error

Everything looks good!

Here we can see the readings are all looking good! Sometimes Kraken does just need a helping hand to get the billing done even though there isn't a "problem". They all fall in line (The numbers aren’t jumping drastically, there isn’t too many or too little digits in the new readings, etc.) & aren’t Quarantined at all, we just need to get them billed to date!

Click me for the next page!!!

This is where we jump straight back to statements to bill the customers reading up to date!

Everything looks good!

The next few slides are going to show you where to go & what to look specifically when everything looks good with the reads!In this particular example we can see the Gas needs billing up to date so lets go to the reads, click Properties to go there!

The next few pages are all a bit interactive so follow the instructions to learn what to do/where to click when you're billing!!!

Everything looks good!

The readings all fall in line with each other, there isn't any extra or missing digits etc.All we need to do is check there isn't a price change date missing a reading (Just in case) and if there isn't we go straight back to Statements!

Click me for the next page!!!

We can see the readings all look good & are a combination of SMART, Ops & Estimates!

Everything looks good!

Hit that (Re)bill readings button!

Everything looks good!

Hit that Hide Properties button!

Everything looks good!

Hit that Bill To button!

Everything looks good!

We can now see the writing has jumped up and is next to the most recent read. Lets close (re)bill readings and refresh the main Kraken account

Everything looks good!

You might think you're done because the orange lines are matching up now BUT you aren't!Hit Edit Mode for me!

Everything looks good!

You need to be moving all the items featured in the Open statement period down now to the Closed period - This ensures the customer gets a full & up to date statement to avoid issues later down the line!

Easiest way to sort this is to go straight to the 2nd darkest gray line down & change the date to "Whatever todays date" is & hit update, this will put everything under that statement period

Everything looks good!

Now we can see the Open statement period has nothing in it and the charges/payments are in the Closed period - This is the point you hit Preview (With the binoculars) and approve and send the statement out!

MEX / Missing Start Read

This is where a Meter Exchange has happened (Get it? MEX?), with these accounts there are two main reasons it wouldn't have been billed.The first is that the exchange hasn't been recorded!The second is that the newly installed meter hasn't got a start reading!

Click me for "Unrecorded MEX"

Click me for "No Start Reading"

Unrecorded MEX

What do we do in this instance?

In this example you can see the readings are completely mismatched! The last actual reading that came through that has been billed is 28th November & since then the readings given by the customer have clearly started afresh - For this its worth checking the account for any Siteworks or Notes that would confirm that the meter has been changed!

Click me for what we need in this case!

Click me if you're done here!

We need to email the customer through Kraken asking for a photograph of the following (If relevant):

• Electric Meter front facing showing the current reading / MSN
• Gas meter front facing showing the current reading / MSN
• Yellow sticker showing removed/installed meter & reads (Gas)
• Yellow tag showing removed/installed meter & reads (Electric)

Once we have all of these you go on the following links and follow the instructions per supply, you should then be able to bill the customer correctly once the new meter has been added to the account!Gas: https://eonnext.knowledgeowl.com/help/updating-a-gas-mex-missed-meter-exchange Electric: https://eonnext.knowledgeowl.com/help/update-electric-mtds

Missing Start Read

As it says, this is where we are missing our starting point! You can recognise this by there being a missing reading (Usually 0 or 99999) on the day the new meter was installed (Compared to the other example where it hasn't been installed at all!).In this example ideally we would have an opening read for this new meter on the 9th February 2022 (The day the old one was deactivated, therefore the day the new meter was added in)!

Get a photograph!

What do we do here?

Click me if you're done here!

Send your email through Kraken! After this set a reminder for yourself for a day or two later so then you can look for the reply & get the customer billed!

We need to get a photographs!!!They must include:

• The meter front facing showing the reading
• The meter front facing showing the Serial Number
• The yellow tag attached to the cabling (Electric)
• The yellow sticker attached to the meter (Gas)

Not enough digits

When we don't have enough digits there isn't much we can do until we confirm it with the customer!

We simply don't know for definite which number out of the reading the customer has missed out! (Or the ES if it has an "Ops" tag)

Not enough digits

In this example we can see that the customer has gone online to submit their readings (The User Tag tells us this!), looks as though they had a bit of trouble reading their meter though as they’ve missed a digit off the last 3 readings compared to previously!

My turn! Click me!

Click me if you're done here!

We can’t bill this account because it would create a “False Credit” charge based on the readings “going backwards”, I’d recommend giving the customer a gentle reminder by email asking for a photograph to confirm the correct readings along with explaining we need 5 digits rather than the 4 they have been sending through.

Not enough digits

Once you have the photograph or a reply to your email giving the right reading, just add it in as normal using the "+ Reading" button as it will be for a new date and bill the customer as normal (Re)bill readings > "Bill to" etc. this will create the customers up to date bill for them for you to send!!!

Click me when you're done!

Too many digits

This is the opposite to "Not enough digits" - We've checked the Statements tab to figure out which supply needs looking at and head to Properties!!!Using our knowledge of Kraken & the reading history we can usually figure out where the decimal point needs to be. This is where would then fix all the customer reads that are incorrect and then head to Statements to bill them!!!

Too many digits

We can see from the "User" tag the customer has submitted their reads online but forgotten that Decimal Points exist!Click the 6th Feb 2023 to fix them!

Too many digits

This brings up this page, all you need to do is put the decimal point in the right place *hint hint on where to click*

Too many digits

Ayyy you got it!!!Make sure to give a reason for your change then hit "Submit"

Too many digits

Alright!!! Time to rinse & repeat for 5th Mar 2023!!!

Too many digits

Same again here, change that decimal point!

Too many digits

Don't forget the reason!!!Then hit "Submit"!!!

Too many digits

Now we've fixed the issue lets bill the customer!!!Hit (Re)bill readings for me!!!

Too many digits

We need tell Kraken the reads are safe now! I won't make you do this twice don't worry BUT hit the "Mark Safe" buttons!

Too many digits

Now we just hit "Bill to" up at the top!

Don't forget!!!This is a timeline of "events" so we can see the customer submitted it online, it was quarantined, an "ops" fixed it THEN we marked it as safe for Kraken to use!

Too many digits

Now we just hit "Bill to" up at the top!

Don't forget!!!This is a timeline of "events" so we can see the customer submitted it online, it was quarantined, an "ops" fixed it THEN we marked it as safe for Kraken to use!

Too many digits

Writing is at the top which is what we want! Now to close this window & refresh the page then we will check if we need use Edit Mode!

Too many digits

The only thing at the top is the customers new DD & the last one is in the bill we are working so no need to use Edit Mode - Just Preview (With the binoculars), Approve & Send!!!

Move In / Move Out

This is where a customer has moved out OR moved into a property, you can recognise this from a line cutting across the purple bar on the Billing Graph. Billing these can be a RIGHT PAIN! Don’t worry though as the next few slides are going to show you exactly how to do it!!!

If you get stuck with these, take a deep breath and look for the relevant dates - The biggest issue people face is they're trying to bill before or after the account has been created & we can't charge a customer for energy usage that isn't theirs!!!Click me to move on!!!

Move In / Move Out

If you get stuck with these, take a deep breath and look for the relevant dates - The biggest issue people face is they're trying to bill before or after the account has been created & we can't charge a customer for energy usage that isn't theirs!

Click me for the next page!!!

Move In / Move Out

We are on the Dark Purple Account currently needing to bill it up to date - However we can see the Billing Gaps extends before it!!!All we need to do is get onto the old account though! Have a click to see how to get there!

Move In / Move Out

Sweet!!!We are on the previous account now, hover over the dark purple to check the Move In/Move Out dates to know what to bill!!!

Hit (re)bill readings to fill that billing gap!!!

Move In / Move Out

Keep an eye on the date

The writing shows where the account is ready to bill from, we can see its set to start from the Move In date (6th April). Now we just need to click "Bill To" on the Move Out date!!!

Move In / Move Out

Perfect!!!The writing has jumped up!!!Lets close the (re)bill readings window and move onto the next bit!!!

Move In / Move Out

We can now see that the Orange Line has extended across to show the account has been billed!!!We now need to click onto the most recent account to get them billed up to date!!!

Move In / Move Out

Alright!!!We are on the newest account now so we just to get them billed to date!!!This is assuming all of the readings are right and going up in number how we'd expect!!!

Hit (re)bill readings to get them billed!

Move In / Move Out

The reads all look good! Lets hit "Bill To" at the top!!!

Move In / Move Out

Perfect!!!The writing has jumped up!!!Lets close the (re)bill readings window and move onto the next bit!!!

Move In / Move Out

Amazing!!!The account is fully billed up to date!!!This is where we now use "Edit Mode" (If needed) & "Preview" > "Approve and Send"!!!

Click me for the next page!!!

Move In / Move Out

Click me for the next page!!!

Its sometimes helpful to open up all relevant accounts to the property and have them in timeline order left to right on tabs so you can work long the timeline billing each one correctly to avoid being confused!!!

The general jist of Move In/Move Out bills is that you need to check on which account you're looking at take note of the dates.So long as you bill the correct account, to the correct date / reading (You've gotta check these!) you should be fine!!!

SMART not sending reads

SMART Meters are amazing bits of kit but sometimes they can lose connection & stop sending reads to us! (Similar to a mobile losing signal)!!!In this case its dead important we get the customer some kind of bill sent out!!!There are two ways we can go about this but we always need to make sure we try to get the meter reconnected too!Click my mate The Leaf to find out more!!!

SMART not sending reads

Create an estimate for the customer & use the Trouble Shooting Guide

Email the customer asking for a reading (Giving instructions from Wiki) & use the Trouble Shooting Guide

I have the Trouble Shooting Guide!

Bookmark all the links!!! Click me if you're done here!!!

SMART not sending reads

Click me when you've hovered!!!

In the Base Read box we put the reading after the needed date!!!If you are looking for a current estimate then leave the Backstop Read blank & make sure your Base Read is the most recent Actual Reading!!!

In the Backstop Read box we put the reading before the estimate date!!!If you are looking for a current estimate and have no Base Read to use as a "future read" then leave this blank!!!

In the Estimate date box we put the date we need a reading for!!!

We delete the EAC/AQ so then the calculator can make a reading between the two given reads!!!

SMART not sending reads

This is an example of what you need it to look like when filled in!!!Click "Get Estimate" to use the Calculator on Kraken!!!

Click me if you're done!

Price Change Read

If a customer is missing the reading on a Price Change then Kraken won't be able to bill them automatically, this is were we come in!Don't forget, this could be any date at all if the customer has changed (or come to an end of) their Fixed Tariff but if you see that they're on a Variable Tariff it will usually be 1st April & 1st October where the prices change.

If we are missing one then we need to look and see if we have any other readings we can use. If the customer has submitted a reading up to two days before OR after the Price Change we can input that again for the right date - We would do this through the usual way to add a reading.

Click me for the next page!!!

Price Change Read

First we need to identify which supply it is!!!We can see that it is the Electric here!!!Head to Agreements to check what date we need a reading on!!!

Price Change Read

Now we are here we need to look for the most recent Price Change date!!!Here we can see it is the 1st April 2023!!!

Now head to Properties to check the readings out!!!

Price Change Read

We can see we are missing the 1st April 2023 reading!!!

We now need to click the Estimate Calculator to get an estimate for then using the 10th April & 28th January reads to get it accurate!!!

Price Change Read

Hover over each part to see what it needs to be then click me!!!

In the Base Read box we put the later reading!!!In this case we use the 10th April 2023 of 25001.0

In the Backstop Read box we put the earlier read!!!In this case we use the read from 28th January 2023 of 24283

In the Estimate date box we put the date we need a reading for!!!In this case we are putting 1st April 2023

We delete the EAC/AQ so then the calculator can make a reading between the two given reads!!!

Price Change Read

This is what you need it to look like!!!Click "Get Estimate"!!!

Price Change Read

Normally you will need to hit "Add Reading" before it appears but I've done that for you!!!Now we can see that the read is added into the table we head back to Statements!!! (Click me)

Price Change Read

Hit (Re)bill readings for me!!!

Price Change Read

Hit Bill To at the top for me!!!

Price Change Read

Now the writing has jumped up the account is billed up to date!!!Close this window and check if we need Edit Mode

Price Change Read

There is nothing in the Open Statement period so LUCKY YOU!!! You don't need to use Edit mode!!!Just click "Preview" (With the binoculars) and we can get it sent out!

Wrong way round

A customer will occasionally submit readings the wrong way round, we call this "Transposed Readings" (Get used to that phrase, we've just dumbed it down a bit here!!!)This could be for the supplies themselves (Gas read for Electric & vice versa) or it could be because the have an Economy 7 meter (Two rate meter that has a Day & Night reading)!!!Really easy to sort these out though!!!For this example we're going to focus on an Economy 7 meter!!!

Click the date of the 25th March 2023!

Wrong way round

After clicking the date you'll be brough to this page!!!Once you're here all you need to do is click either of the little arrows ONCE to swap the reads - Give it a go!!!

Wrong way round

Well look at that!The readings have changed to be the right way round!!!Now click "Submit"!!!

Wrong way round

Awesome!!!Last bit to do is click "Back to account" to go back to the main screen!!!

Wrong way round

Now its time to bill!!!If you haven't sussed it out by now you need to hit "(Re)bill readings"

Wrong way round

Now the readings are the right way round all we need to do is hit "Bill to"

Wrong way round

Alright!!!The writing has jumped up so now we need to scroll down to bill the other register!!!

Wrong way round

Rinse & Repeat time!!!Hit that "Bill to" button for me!!!

Wrong way round

Now the writing has jumped up again all we need to do is close this window & hit Refresh on the account!!!

Wrong way round

All the orange matches up so we're good here!!!Nothing in the Open Period either so no need for Edit Mode!!!

Hit "Preview" (With the binoculars) then Approve & Send!!!

Quarantined read

A reading could be "Quarantined" by Kraken for a whole host of reasons (Majority of which you will have learned about during this training AND LEARNED HOW TO FIX/RECOGNISE!!!)

So long as the reading is definitely correct OR you've fixed it then all you'd need to do is head to Statements again, Click "Rebill Readings" & then click "Mark Safe". If the current "Billed To" reading is Quarantined then simply "Bill From" the previous read and "Mark Safe" the current read (So long as it is correct). Then you would "Bill To" the reading you marked safe OR potentially the reading after it!!!

The reading seems higher than usual!

Not enough digits!

The reading seems lower than usual!

Too many digits!

Transposed readings!

SSC / TPR / Profile Class Error

Complex meter setup with two MPANs, one MPAN isn't billing

Three rate meter doesn't have correct tariff applied

The meter set up is incorrect

The wrong kind of tariff is applied for meter type

Tariff dates are invalid

An unbilled meter exchange where the meter type has changed

The meter set up is incorrect extended

Complex meter setup with two MPANs, one MPAN isn't billing

Some complex meter set ups require a flat three rate tariff to be applied to a single rate meter. In most scenarios where you have the SSC/TPR error, you will find the account has two MPANS each with a separate meter, yet they are related in terms of billing. One of the MPAN’s will most likely contain a two rate meter. The other MPAN will have a single rate meter with a two rate profile class of 2 or 4 (RES and SME), with a TPR and SSC set up for a single rate meter (eg. TPR 0001 SSC 393).

Click me to find out more!!!

Complex meter setup with two MPANs, one MPAN isn't billing

This is the MPAN and meter which most likely caused the billing error. To fix this, apply a flat three rate tariff. This will fix the error as Kraken sees this as an off peak meter and not a single rate one.

Complex meter setup with two MPANs, one MPAN isn't billing

Head to Agreements & copy the tariff code of the affected MPAN!!!Hover over the image to see whats what!!!

This is the tariff name, you're close to the Tariff Code!!!

This is the Standing Charge, this is what the customer pays per day!!!

These are the Unit Rates, these are what the customer pays per kWh!!!

This is the tariff code!!!E-2R-NEXT_FLEX-HOnce you have this copied you need to click Edit!!!

Complex meter setup with two MPANs, one MPAN isn't billing

On this window you need to scroll down until you can see "Replace Tariff"Here you want to delete the "E-2R-" or whatever it says!!!

Once you've deleted that just type in "E-FLAT3R-"After that, click "Submit" and Kraken will replace the tariff with the correct one for this meter!!!

Complex meter setup with two MPANs, one MPAN isn't billing

In very rare occasions there won't be a 3 Rate version of the customers current tariff, in this case you would look to find a similar one for them on the Products & Tariffs page!!!

Click me when you're done!

Click me for the link!!!

An unbilled meter exchange where the meter type has changed

Head to Properties & scroll down, then in the search box type in 149!!!

An unbilled meter exchange where the meter type has changed

Click the date next to the very first D0149!!!

An unbilled meter exchange where the meter type has changed

Hit that "Reprocess flow for MPAN" button

An unbilled meter exchange where the meter type has changed

Head to Properties again & scroll down, then in the search box type in 150!!!

An unbilled meter exchange where the meter type has changed

Click the date next to the very first D0150!!!

Hit that "Reprocess flow for MPAN" button

An unbilled meter exchange where the meter type has changed

Once you've done this you're ready to bill the old meter up to the Final Reading!!!

An unbilled meter exchange where the meter type has changed

Once you have done this you need to repeat the initial steps but using the most recent D0149 & D0150!!!After this you can then bill the customers new meter!!!

Click me when you're done!

A three rate meter doesn't have the correct tariff applied

Sometimes you will come across a meter with three rates - Day / Night / Weekend.Good to know only a SME customer will have a two rate meter with three different prices, if a RES customer has a three mate meter they will be on a two rate tariff.You need to check the TPR (time pattern regime) and the tariff. If the meter has three rates, with a three rate TPR then a three rate tariff needs to be applied.

Click me to find out more!!!

The instructions are the same as "A complex meter setup with two MPANs, one MPAN isn't billing". If your customer wants a flat rate, apply the flat rate version of the tariff.If a flat rate version is applied but the customer needs different pricing get the none flat rate version code.

A three rate meter doesn't have the correct tariff applied

Click me for the relevant Tariff Codes!!!

Click me when you're done!

The wrong type of tariff is applied to the meter

This scenario is the same as "Complex meter setup with two MPANs, one MPAN isn't billing" as well as "A three rate meter doesn't have the correct tariff applied".For example you might have a one rate tariff on a two rate meter, or vice versa. The fix is as simple as applying the right type of tariff, read the instructions on teh above scenario on how to change the tariff type.

Click me to find out more!!!

Click me for the relevant Tariff Codes!!!

Tariff dates are invalid

Click me for Resi

Click me for SME

This scenario is less likely, however you will probably come across it at one point. This will most likely be on an account where you are rebilling further back than usual. The reason you will get the SSC/TPR error in this scenario is due to the unit rates not being valid for the time period you are trying to bill for.

Tariff dates are invalid

As you can’t edit unit rates for RES, you will either need to find a tariff which is available for the time period you are trying to bill. Or manually work out the charges, leaving a pinned note to explain the charges you have added. Find the relevant tariff codes on the Products & Tariffs page - you will also see the date availability on the right hand side.

Click me when you're done!

Click me for the relevant Tariff Codes!!!

1. Click on ‘edit’ on the tariff you are changing.2. Enter the unit rates under ‘bespoke unit rate’ and the same for standing charge. Make sure they are exactly the same as before.3. Click enter. Kraken will now see this as a bespoke tariff, so the availability and dates won’t matter.

Tariff dates are invalid

Click me when you're done!

Click me for the relevant Tariff Codes!!!

The meter setup is incorrect

We will have covered a similar process to this already in some of the other SSC/TPR/Profile Class scenarios but I promise you there is method behind the madness!!!Flows hold all the information for the meters so reprocessing those usually fixes everything!!!

Click me to find out more!!!

The meter setup is incorrect

Head to Properties & scroll down, then in the search box type in 149!!!

The meter setup is incorrect

Click the date next to the most recent D0149!!!

The meter setup is incorrect

Now we reprocess it!!!

The meter setup is incorrect

Now we literally do the exact same thing for the D0150 and the account should start billing for you!!!

Click me when you're done!

The meter setup is incorrect extended

Firstly, check all the MTD are filled in on Properties!!!If any are blank then Reprocess the D0149/D0150 like you've been shown on the other pages!!!

Click me if this isn't the issue!

The meter setup is incorrect extended

Check the most recent D149 flow and make sure the Register ID matches the SSC and TPR for example a SSC of 0151 should have TPR 00043 and 00210.

00043 is day and 00210 is night, so if the reg ids are L is 00043 and N is 00210 this is wrong way round, they should be L is 00210 and N is 00043

Click me for the next step!!!

The meter setup is incorrect extended

If the meter only has one or two rates and the register type shows as ‘Max Demand Month End’ with the MOP being Morrisons, the flow has been issued incorrectly, speak to your metering focal who should be able to get this corrected.

Check the most recent D150 flow for the register type. For a standard meter, the type should be ‘cumulative’ if this is a MAX DEMAND meter (very rare meter type) it would be listed as ‘month end maximum demand’.

Click me for the next step!!!

If the meter type is MAX DEMAND, please speak to your metering focal.

The meter setup is incorrect extended

Does the D150 flow match what is listed in properties and meter points in regards to TPRs and the SSC? Each and every SSC has a corresponding TPRs that they go with. Eg. SSC 0151 has TPR 00043 and 00210 (this is a standard economy 7 meter) and SSC 0393 TPR 00001 (this is a standard single rate meter)

Click me for the next step!!!

The meter setup is incorrect extended

If there has been a recent meter exchange (and the fix in scenario 6 didn't work), Kraken may not have fully updated both the SSC and TPR so this alone would cause Kraken not to bill. As mentioned above the meter details are found in the D150 and D149, so make sure these details from the latest flows match what is displayed in kraken.

Click me for the next step!!!

Not sure if the Profile Class / SSC / MTC / LLF combination listed in the flows are correct? Click me for the list of valid combinations!!!

The meter setup is incorrect extended

If the new meter details sent in D149 and D150 are incorrect/incompatible we can send a flow to the ECOES to update this. The flow to raise is a D205, when raising this flow, you will need to fill in an answer for the SSC, MTC and PC.

Click me for the next step!!!

The meter setup is incorrect extended

This next bit gets a bit technical so try and read through the instructions fully!!!If you are stuck though, don't be afraid of asking for help from someone around you!!!!

• Check the ecoes lookup tool in properties or go into ecoes and check and get the distributor MPID - four letter licence eg SPOW, EOND etc

• Select the MTC, check to see if the MTC that appears on kraken properties matches what is on the spreadsheet - if it doesn't speak to a metering focal/support who will advise on what MTC is appropriate

• Select the LLF we currently have in kraken properties - if the LLF we have in kraken doesn’t appear on the spreadsheet the LLF will need to be corrected at a later date (depending on what's Distribution sends back to us)

• Select the corresponding PC for the specific SSC you are wanting - beware PC 1 & 2 is RES and PC 3 to 8 and ‘00’ are SME.

• Select SSC in column D, unselect all, then type the SSC you are wanting to correct everything to and tick it

• Select Market participant Id column C and select the distributor MPID - unselect all and then type in your MPID and tick it

• Make sure all the filters are reset

• Check the elexon SSC MTC PC LLF valid combination spreadsheet - reset the filters as this is a multi user document.

Complete the D205 choosing everything that you want to correct ie SSC. PC, MTC

The meter setup is incorrect extended

Make sure you choose the date for the actual change most commonly will be an exchange or change of supply date.

Note Kraken with everything that you are changing, set yourself a reminder to check kraken the following day. You will see a D0205 has been released from Kraken overnight. Check kraken to make sure you haven't received a D203 - if you have received a D203 it means something was incorrect with the D205 which has been sent. Seek support if you have received this.

Click me for the next step!!!

Submit the form!!!

The meter setup is incorrect extended

SET A REMINDER!!!

Check ecoes and Kraken have been updated and match one another. You won’t receive an acceptance flow so you will need to check that the meter details match ecoes and properties.

Click me for the next step!!!

The meter setup is incorrect extended

If the SSC, MTC, PC all match one another but the LLF has a different LLF from ecoes you will receive a D171 - this is a notification of anything else that requires changing and has been changed by distribution, this is usually the LLF. Seek support (via the metering service desk drop in, intensive care or your metering focal) to get the LLF amended, if advised by support that only distribution can amend the LLF make them aware that it is distribution that’s already changed the LLF and we need to amend kraken to match ecoes

Click me for the next step!!!

The meter setup is incorrect extended

Set the effective date from either the day of the meter exchange, or the day after SSD (if it’s not an exchange). If you don’t know the new/updated EAC, you can find the average OFGEM figures under Kraken / new account / scroll to the bottom of the page

You will now have to notify and amend the DC (Data Collectors) - this requires a D0052 to be sent.. Send a D0052 from the same place you sent the D205 (see above).Fill in the boxes with the information you want to change (SSC, PC, TPR and EACS)

Click me for the next step!!!

You've now learned how to do fix this particular scenario!Have a good go at it yourself!

Click here to go back to the list!

Click here if you're done learning!

You've now learned how to send bills out for "Account has unbilled readings"!Have a go at some live accounts now to really get it set in your head!

This is the charge line!!!We use this to see how far along the customer is billed!!!

This is an even older account!!!We don't need to worry about this as it is already billed (Check the orange line)!!!

Now we can see this account runs from 6th April to 27nd AprilThese are the dates we need to focus on

None of these!!!Remember what dates was on the last slide!!!

This is the tariff line!!!We don't need to click here!!!

We know these aren't to do with the accounts!!!These are to do with the billing!!!

This is the account we are on right now!!!

This is the charge line!!!We use this to see how far along the customer is billed!!!

None of these!!!Remember what dates was on the last slide!!!

None of these!!!We use these to bill the account!!!

This button tells Kraken where to Bill From, we are telling Kraken to Bill To!!!

This button tells Kraken where to Bill From, we are telling Kraken to Bill To!!!

The purple shows us who lives there & when they did!!!Dark purple means we are on this account!!!

This is the tariff line!!!We don't need to click here!!!

This is the oldest account!!!We are looking for the latest one!!!

This is a "billing gap", this shows that we need to bill this supply!!!

None of these!!!Remember what dates was on the last slide!!!

None of these!!!Remember what dates was on the last slide!!!