-- ######################################################
--
--	Leaked by pompompurin on RaidForums
--	https://raidforums.com/User-pompompurin
--	Donate BTC: 15hShZD41kwCQSX5siNSetChBzMCQ74NCV
--
-- ######################################################
--
-- --------------------------------------------------------
-- Host:                         pe-ensek-mirror-mysql-live.clri0keulv9t.eu-west-2.rds.amazonaws.com
-- Server version:               5.7.26-log - Source distribution
-- Server OS:                    Linux
-- HeidiSQL Version:             11.0.0.5919
-- --------------------------------------------------------

/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
/*!40101 SET NAMES utf8 */;
/*!50503 SET NAMES utf8mb4 */;
/*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */;
/*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */;

-- Dumping data for table peoplesenergy_ccdata.block: ~668 rows (approximately)
/*!40000 ALTER TABLE `block` DISABLE KEYS */;
INSERT INTO `block` (`id`, `parent_category_id`, `title`, `parent_response_id`, `description`, `updated_at`, `align`) VALUES
	(35, 8, 'Statements\nare found in the ‘statements and payments’ section on Ensek', NULL, '', NULL, NULL),
	(37, NULL, 'They can be downloaded as a PDF from here by selecting the ‘statement ID’', 31, '', NULL, NULL),
	(53, 56, 'Does the member already have a SMETS1 meter?', NULL, '', NULL, NULL),
	(54, NULL, 'Does the member already have a SMETS2 meter?', 50, '', NULL, NULL),
	(56, NULL, 'Within the next 12 months, we will be able to take this SMART meter on', 51, 'We will reach out to all our members when SMETS1\'s are working.', NULL, NULL),
	(57, NULL, 'Does the member meet the following criteria?', 53, 'Member must not already have a smart meter\nMember should not have an E7 meter (until after may)\nMember should be in a location that gets reliable phone signal\n	Meters should not be in basement\n	Meters should not be above 4th floor\n	Meters should be within 10m of each other\nMember must be available for the full duration of the install\nMember must be aware that power will be turned off for up to 1 hour\nMember must be aware that if they miss their appointment and do not cancel more than 48 hours in advance they will be charged £70', NULL, NULL),
	(58, NULL, 'Raise a back office helpdesk ticket to the smart team asking for the meter to be gained', 52, 'We have to manually process their exchange to our system. \nThis usually means that when a member\'s SMET2 meter isn’t working, it has yet to be exchanged over to us.', NULL, NULL),
	(64, NULL, 'Inform member they are not currently eligible for a SMETS 2 meter', 54, 'Note their interest in case the eligibility criteria changes, on their ENSEK notes', NULL, NULL),
	(65, NULL, 'Tell the customer to contact Magnum directly to book their install', 55, 'The quickest way for a member to book an install is to contact Magnum themselves. They can call Magnum on 01792 721586 or use the live chat on https://magnumutilities.com/. Once the jib has been booked members should call 01163 668776 for any updates', NULL, NULL),
	(66, 59, 'Click \'Handle Inbound Call\'', NULL, '', NULL, NULL),
	(78, 88, 'Is the member aware they can submit meter reads without having to speak to an agent?', NULL, '', NULL, NULL),
	(79, NULL, 'Has the member got access to the online portal?', 66, '', NULL, NULL),
	(80, NULL, 'Encourage the member to use the platform to upload meter reads as they can do this anytime and at their own convenience', 69, 'Talk the member if they aren\'t aware of how to do this and give them guide.', NULL, NULL),
	(81, NULL, 'Set up member on online portal', 68, '', NULL, NULL),
	(82, NULL, 'Encourage member to upload their meter reads through their online platform', 67, 'Confirm the meter reads are accurate and from today', NULL, NULL),
	(83, NULL, 'Go to Members ENSEK account', 70, '', NULL, NULL),
	(84, NULL, 'Complete DPA', 71, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(85, NULL, 'Scroll to the heading \'Meter Reading\'', 72, '', NULL, NULL),
	(86, NULL, 'Click the \'+\' and select collect meter readings', 73, 'Ensure you are taking the full meter reads for both Electric and Gas if dual fuel, Electric if single fuel.', NULL, NULL),
	(87, NULL, '1.	Your ‘Collect Meter Reading’ page will open, and you will be able to input your meter reading.', 74, '', NULL, NULL),
	(88, NULL, '2.	Please make sure you amend the date to the date the meter reading was given by the member.', 75, '', NULL, NULL),
	(89, NULL, 'Has the meter read been accepted?', 76, '', NULL, NULL),
	(90, NULL, 'Remind the member they can submit their meter reads through online portal', 78, '', NULL, NULL),
	(91, NULL, 'Check if the billing window is open?', 79, 'This is the 5 days before the billing date', NULL, NULL),
	(92, NULL, 'Is the meter reading 100% correct?', 77, '', NULL, NULL),
	(93, NULL, 'Check reading with the customer', 80, 'You can ask the customer for a photo of the meter reading, You can also make sure the customer is not reading after the decimal point', NULL, NULL),
	(94, NULL, 'Is the MSN correct?', 81, '', NULL, NULL),
	(95, NULL, 'Are the previous meter reads correct?', 83, '', NULL, NULL),
	(96, NULL, 'Check the opening read', 85, '', NULL, NULL),
	(97, NULL, 'Does the meter read follow on?', 87, '', NULL, NULL),
	(98, NULL, 'Has there been a change in circumstances that would lead to a dramatic increase in usage?', 89, '', NULL, NULL),
	(99, NULL, 'Get Floorwalker to validate read', 91, '', NULL, NULL),
	(100, NULL, 'Complete call', 92, '', NULL, NULL),
	(101, NULL, 'Request the member takes two meter reads, 10 days apart in order to check whether a dispute is required.', 90, '', NULL, NULL),
	(102, NULL, 'Request the member gives you meter reads 10 days apart to see if a dispute is required.', 88, '', NULL, NULL),
	(103, NULL, 'Request a picture of the meter and forward this on to Back Office to update', 82, '', NULL, NULL),
	(104, NULL, 'Inform member you will follow up if there is any further actions required', 93, '', NULL, NULL),
	(105, NULL, 'Invalidate incorrect meter reading', 84, '', NULL, NULL),
	(106, NULL, 'Validate correct meter readings', 94, '', NULL, NULL),
	(107, NULL, 'Complete call', 95, '', NULL, NULL),
	(108, NULL, 'Once the correct reading has been confirmed then add this onto the account', 96, 'Reach out to a floorwalker if you require any help', NULL, NULL),
	(109, NULL, 'Complete call', 97, '', NULL, NULL),
	(110, 25, 'Contacted to report death by Executor/Solicitor who responsible for members account', NULL, 'If not executor/solicitor then request that the executor/solicitor contacts us to give us permission to talk to the individual.', NULL, NULL),
	(111, NULL, 'Request death certificate to be sent to bereavements@peoplesenergy.co.uk', 98, 'Inform the member that the current SLA for getting back to them is within 7 working days. \n\nAlso ask when sending the death certificate in the executor include their details and what is to happen with the property ie is it being sold.', NULL, NULL),
	(112, NULL, 'Obtain full details, including members account number or postcode', 99, 'Full Name\nAddress\nEmail Address\nPhone Number\nIf you are forwarding emails from customer service mailbox could you please ENSURE if death certificate is attached', NULL, NULL),
	(113, NULL, 'Bereavement team will create a \'follow up task\' on members account', 100, 'BEREAVEMENT TEAM ONLY', NULL, NULL),
	(114, NULL, 'Select type as ‘Loss’ to signify the bereavement.', 101, '', NULL, NULL),
	(115, NULL, 'Bereavement Champion to get in touch with those taking responsibility for members estate', 102, '', NULL, NULL),
	(116, NULL, 'Login to ENSEK', 103, '', NULL, NULL),
	(117, NULL, 'Go to the deceased members account', 105, '', NULL, NULL),
	(118, NULL, 'Upload death certificate to files', 106, '', NULL, NULL),
	(119, NULL, 'Request the following information to change the name responsible for the property on the account', 107, 'YOU CAN REQUEST ALL INFORMATION VIE EMAIL, INCLUDING BANK DETAILS\nAccount name\nContact details\nBank details', NULL, NULL),
	(120, NULL, 'Update account name, contact and bank details', 108, '', NULL, NULL),
	(121, NULL, 'Contact team leader to change GoCardless details and name on Mandate', 109, 'Once bank details are changed over you MUST email the direct debit guarantee back to the executor', NULL, NULL),
	(122, NULL, 'Clarify who is responsible for the debit/credit on account', 110, 'a.	If credit, this will be returned to the deceased estate (need to know where this has to be sent and have authorisation to send to the executor). Agents must remember, if someone is taking over an account, the credit reverts to the deceased estate.\n\nOR	If credit (and was previous named on the account as secondary account holder) is staying in the property, decision whether to refund or maintain on the account can only be made if they are the executor (they decide what to do with the funds)\n\nb.	If debit, this will be the responsibility of the executor/deceased estate to settle, create a new account for the executor or the person who is now responsible for the property', NULL, NULL),
	(123, NULL, 'Add deceased member as a secondary account holder', 111, 'Highlight they are ‘DECEASED’ so we aware of the situation and can react sensitively', NULL, NULL),
	(124, NULL, 'If Property is to be sold, set up minimal tariff to cover usage.', 112, 'Set up a variable tariff for £25 to cover the minimal usage/standing charges.\n\nIf the executor is moving into the property a move out must be done to close the old account down.', NULL, NULL),
	(125, NULL, 'Upload a copy of the call from Freshdesk to ENSEK', 113, 'MUST do, due to contractual change.', NULL, NULL),
	(126, NULL, 'Complete \'Move Out\' Process', 104, 'You can access the \'Move Out\' Process on iKnow', NULL, NULL),
	(127, 26, 'Click \'Handle Inbound Call', NULL, '', NULL, NULL),
	(128, NULL, 'Take potential member name', 114, 'You should address them with their preferred name from this point on in the call', NULL, NULL),
	(129, NULL, 'Click \'Moving into Existing Property\'', 115, '', NULL, NULL),
	(130, NULL, 'Click \'New Customer\'', 116, 'Fill in Address line 1 and postcode, OR Account IDAddress line 1 and postcode - New memberAccount ID - Current member', NULL, NULL),
	(131, NULL, 'Fill in the information as indicated on ENSEK', 117, 'Add a secondary holder, if required.', NULL, NULL),
	(132, NULL, 'Tick marketing consent, if member is happy to receive correspondence on;', 118, 'New tariff deals\nNewsletters', NULL, NULL),
	(133, NULL, 'Confirm and input the move in date of the member', 119, 'Please advise the member that if the read is not given accurately then they will not receive an accurate bill and may incur a lower or higher bill than expected.', NULL, NULL),
	(134, NULL, 'Input provided meter readings for move in date', 120, 'Ensure to take reads for both Gas and Electric, if applicable', NULL, NULL),
	(135, NULL, 'Run the quote and advise the member on the tariffs available to them', 121, 'WARNING: COMPLIANCE FLAG \nGive the details of the different tariffs available to the memberYOU MUST Disclose the following to the member:Type of Tariff | Tariff Cost | Length of Tariff | Monthly Amount | Payment Type | 14 day Cooling off period| Standing Charge | Unit Price | Exit Fees | Where to find tariff\'s Terms and ConditionsIf you don\'t inform the member of the above, you will then need to call them back, to discuss it.', NULL, NULL),
	(136, NULL, 'Is the member happy to proceed with one of the tariffs quoted today?', 122, '', NULL, NULL),
	(137, NULL, 'Thank them for calling and direct them to the sign up link via the website if they want to consider becoming a member in the future', 123, 'https://quote.peoplesenergy.co.uk/#/signup?postcode=', NULL, NULL),
	(138, NULL, 'Complete call', 125, '', NULL, NULL),
	(139, NULL, 'Click \'Yes please, sign me up\'', 124, '', NULL, NULL),
	(140, NULL, 'Fill out the additional information', 126, 'Preferred Contact Method\nEmail or Phone\nDate of Birth\nContact number\nEmail address\nAny Medical conditions - if vulnerable, ask member if they are happy for you to add them to the Priority Service Register', NULL, NULL),
	(141, NULL, 'Set up direct debit', 127, 'Fill in \n\nAccount Name\nLast name\nEmail address they want associated to the account\nSort Code of Bank account they want to be billed from\nAccount number of Bank account they want to be billed from', NULL, NULL),
	(142, NULL, 'Confirm they are the account holder and authorise the direct debit on the account provided', 128, '', NULL, NULL),
	(143, NULL, 'Enter new members postcode into the search bar to confirm account is set up.', 129, '', NULL, NULL),
	(144, NULL, 'Complete call', 130, 'If East Lothian Tariff Chosen - please tag as "East Lothian Energy"', NULL, NULL),
	(145, NULL, 'Complete DPA', 58, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(148, NULL, 'Has the member moved out?', 131, '', NULL, NULL),
	(149, NULL, 'Create a tasklist snooze functioning until move date, then process', 132, 'Move Outs must be processed retrospectively', NULL, NULL),
	(150, NULL, 'Click \'Already Moved\'', 133, 'Move outs must be completed retrospectively', NULL, NULL),
	(151, NULL, 'Enter \'Move Out\' date of member at property', 134, '', NULL, NULL),
	(152, NULL, 'Enter members new forwarding address', 135, '', NULL, NULL),
	(153, NULL, 'Leave the new occupier details empty (Unless known by member leaving)', 136, '', NULL, NULL),
	(154, NULL, 'Enter Move Out reads', 137, '', NULL, NULL),
	(155, NULL, 'Enter Gas and Electricity Closing Readings', 138, '', NULL, NULL),
	(156, NULL, 'Did the closing reads align with previous readings?', 139, '', NULL, NULL),
	(157, NULL, 'Click \'Process Move Out\'', 141, '', NULL, NULL),
	(158, NULL, 'Click \'Request Final Bill\'', 142, '', NULL, NULL),
	(159, NULL, 'Are they staying a member and moving supply to a new address?', 143, '', NULL, NULL),
	(160, NULL, 'Click \'Sign Up for Supply at New Address\'', 145, '', NULL, NULL),
	(161, NULL, 'Click \'Finalise Move Out - Customer Leaving Supply\'', 144, '', NULL, NULL),
	(162, NULL, 'Member will receive their final bill in up to 10 days', 146, '', NULL, NULL),
	(163, NULL, 'Any credit will be refunded to the member within 2 weeks of the final bill being produced.', 147, '', NULL, NULL),
	(164, NULL, 'Enter members new address', 148, '', NULL, NULL),
	(165, NULL, 'Enter new supply details', 149, '', NULL, NULL),
	(166, NULL, 'Select \'Annual Consumption\'', 150, '', NULL, NULL),
	(167, NULL, 'Go to members previous account, \'Meter Points\' tab', 151, '', NULL, NULL),
	(168, NULL, 'Input EAC into Annual Electricity/Gas Consumption on the new account set up', 152, '', NULL, NULL),
	(169, NULL, 'Generate quote for new property', 153, 'Give details of each tariff to member', NULL, NULL),
	(170, NULL, 'Is the member happy with one of the quotes and wants to sign up?', 154, '', NULL, NULL),
	(171, NULL, 'Click \'Yes please, sign me up!\'', 156, '', NULL, NULL),
	(172, NULL, 'Input members contact details', 157, '', NULL, NULL),
	(173, NULL, 'Input direct debit details', 158, '', NULL, NULL),
	(174, NULL, 'Payment is taken in advance, we will take supply of their new property in 21 days', 159, '', NULL, NULL),
	(175, NULL, 'Update the \'Change of Tenancy\' tracker', 160, 'https://peoplesenergyco.sharepoint.com/:x:/s/CustomerService/EWZl1jWeAmdCmT-PdR2xgZwBXa3LkofIDBn-YX1PxTRtTQ?e=vasDCD', NULL, NULL),
	(176, NULL, 'Return to members account', 161, '', NULL, NULL),
	(177, NULL, 'Go and check move out is completed', 162, '‘All Active Tasks’ bar with the subject ‘Supply Ended: Moved Out’.', NULL, NULL),
	(178, NULL, 'Move Out reads will also be viewable on the ‘Meter Readings’ section of the account', 163, '', NULL, NULL),
	(179, NULL, 'Create account note', 164, 'To leave a note navigate to the ‘Account History’, select the ‘Other’ category and click the orange ‘+’ symbol.', NULL, NULL),
	(180, NULL, 'Leave a detailed note', 165, 'IBCALL/EMAIL/CHAT - Move Out has been processed. Member is taking supply/ leaving supply.\nCOT tracker has been updated. \nNew account number is: *If Taking Supply confirm new account number*', NULL, 'center'),
	(181, NULL, 'Update Change of Tenancy Tracker', 166, '', NULL, NULL),
	(182, NULL, 'Complete call', 155, '', NULL, NULL),
	(183, NULL, 'Investigate why readings haven\'t matched.', 140, 'Go to the member’s account in a new tab and review the previous meter readings under the Meter Reading section', NULL, NULL),
	(184, NULL, 'Does everything align?', 167, '', NULL, NULL),
	(186, NULL, 'Select ‘Continue With Out of Tolerance Readings’, the system will automatically override the readings and close the account to estimated reads.', 170, 'If the member does not have meter readings from the day that they have moved out, and is no longer able to access the meter, then we would process the Move Out to estimated readings for the day of the move. To do this, select the ‘Read Not Available – Estimate’ option.', NULL, NULL),
	(187, NULL, 'See Team Leader or Floorwalker', 169, '', NULL, NULL),
	(188, NULL, 'Click \'Process Move Out\'', 171, '', NULL, NULL),
	(189, NULL, 'Click \'Request Final Bill\'', 172, '', NULL, NULL),
	(190, NULL, 'Are they staying a member and moving supply to a new address?', 173, '', NULL, NULL),
	(191, NULL, 'Click \'Finalise Move Out - Customer Leaving Supply\'', 174, '', NULL, NULL),
	(192, NULL, 'Member will receive their final bill in up to 10 days', 176, '', NULL, NULL),
	(193, NULL, 'Any credit will be refunded to the member within 2 weeks of the final bill being produced.', 177, '', NULL, NULL),
	(194, NULL, 'Click \'Sign Up for Supply at New Address\'', 175, '', NULL, NULL),
	(195, NULL, 'Enter members new address', 178, '', NULL, NULL),
	(196, NULL, 'Enter New Supply Details', 179, '', NULL, NULL),
	(197, NULL, 'Select \'Annual Consumption\'', 180, '', NULL, NULL),
	(198, NULL, 'Go to members previous account, \'Meter Points\'', 181, '', NULL, NULL),
	(199, NULL, 'Input EAC into Annual Electricity/Gas Consumption on the new account set up', 182, '', NULL, NULL),
	(200, NULL, 'Generate quote for new property', 183, '', NULL, NULL),
	(201, NULL, 'Is the member happy with one of the quotes and wants to sign up?', 184, '', NULL, NULL),
	(202, NULL, 'Complete Call', 185, '', NULL, NULL),
	(203, NULL, 'Click \'Yes please, sign me up!\'', 186, '', NULL, NULL),
	(204, NULL, 'Input members contact details', 187, '', NULL, NULL),
	(205, NULL, 'Input direct debit details', 188, '', NULL, NULL),
	(206, NULL, 'Payment is taken in advance, we will take supply of their new property in 21 days.', 189, '', NULL, NULL),
	(207, NULL, 'Update the \'Change of Tenancy\' overview', 190, 'https://peoplesenergyco.sharepoint.com/:x:/s/CustomerService/EWZl1jWeAmdCmT-PdR2xgZwBXa3LkofIDBn-YX1PxTRtTQ?e=vasDCD', NULL, NULL),
	(208, NULL, 'Return to members account', 191, '', NULL, NULL),
	(209, NULL, 'Go and check move out is completed', 192, '‘All Active Tasks’ bar with the subject ‘Supply Ended: Moved Out’.', NULL, NULL),
	(210, NULL, 'Move Out reads will also be viewable on the ‘Meter Readings’ section of the account.', 193, '', NULL, NULL),
	(211, NULL, 'Create account note', 194, 'To leave a note navigate to the ‘Account History’, select the ‘Other’ category and click the orange ‘+’ symbol', NULL, NULL),
	(212, NULL, 'Leave a detailed note', 195, 'IBCALL/EMAIL/CHAT - Move Out has been processed. Member is taking supply/ leaving supply.\nCOT tracker has been updated. \nNew account number is: *If Taking Supply confirm new account number*', NULL, NULL),
	(213, NULL, 'Update Change of Tenancy Tracker', 196, '', NULL, NULL),
	(214, 90, 'Go to Handle Inbound Call', NULL, 'Assumption - You are logged into ENSEK and received an Inbound Call/Email/Live Chat', NULL, NULL),
	(215, NULL, 'Complete DPA', 197, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(216, NULL, 'Click \'Update Customer Details\'', 198, '', NULL, NULL),
	(217, NULL, 'Click \'Change Payment Details\'', 199, '', NULL, NULL),
	(218, NULL, 'Click \'Update Direct Debit Details\'', 200, '', NULL, NULL),
	(219, NULL, 'Click \'Change Payment Details\'', 201, '', NULL, NULL),
	(220, NULL, 'What needs changed?', 202, '', NULL, NULL),
	(232, NULL, 'Update the Payment Date', 203, 'If the members payment date has already passed (they have paid for this month) set the payment date for before this date to avoid double payment within same month', NULL, NULL),
	(233, NULL, 'Update the payment amount', 204, 'This can only be lowered to cover the minimum usage of the property.\n\nWARNING - if direct debit is reduced lower than usage, member will likely incur a debit balance', NULL, NULL),
	(234, NULL, 'Update Start Date', 216, 'The start date must be changed to a future date if member expects payment before this!\n\nExample - If the new payment date was the 6th and the member had a pending payment for the 20th, you change it to start from the 6th.', NULL, NULL),
	(235, NULL, 'Check if payment amount/start date needs changed', 217, '', NULL, NULL),
	(236, NULL, 'Check if payment date/start date need changed', 219, '', NULL, NULL),
	(237, NULL, 'Check if payment date/payment amount needs changed', 221, '', NULL, NULL),
	(238, 91, 'Click \'Handle Inbound Call\'', NULL, 'Assumption - You are already logged into ENSEK', NULL, NULL),
	(239, NULL, 'Ask the member for their account number or postcode', 223, '', NULL, NULL),
	(240, NULL, 'Complete DPA', 224, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(241, NULL, 'Click \'Update Customer Details\'', 225, '', NULL, NULL),
	(242, NULL, 'Click \'Change Payment Details\'', 226, '', NULL, NULL),
	(243, NULL, 'Update Direct Debit Details', 227, '', NULL, NULL),
	(244, NULL, 'Click \'Re-authorise Existing Bank Account\'', 228, '', NULL, NULL),
	(245, NULL, 'Complete Call/Action', 229, '', NULL, NULL),
	(246, 92, 'Click \'Handle Inbound Call\'', NULL, 'Assumption - You are already logged into ENSEK', NULL, NULL),
	(247, NULL, 'Ask member for account number or postcode', 230, '', NULL, NULL),
	(248, NULL, 'Complete DPA', 231, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(249, NULL, 'Click \'Update Customer Details\'', 232, '', NULL, NULL),
	(250, NULL, 'Click \'Change Payment Details\'', 233, '', NULL, NULL),
	(251, NULL, 'Click \'Update Direct Debit Details\'', 234, '', NULL, NULL),
	(252, NULL, 'Click \'Change Bank Details\'', 235, '', NULL, NULL),
	(253, NULL, 'Enter the following details', 236, 'First name\nLast name\nEmail Address of account holder', NULL, NULL),
	(254, NULL, 'Confirm member is account holder and is able to authorise debits on this bank account', 237, '', NULL, NULL),
	(255, NULL, 'Input Sort Code and Account Number', 238, '', NULL, NULL),
	(256, NULL, 'Does the member understand the Direct Debit Guarantee?', 239, '', NULL, NULL),
	(257, NULL, 'Complete Call', 241, '', NULL, NULL),
	(258, NULL, 'Click the Direct Debit Guarantee link', 240, 'Read out the disclosure details to the member or offer to email them a link', NULL, NULL),
	(259, NULL, 'Complete Call', 242, '', NULL, NULL),
	(260, 95, 'Go to ENSEK', NULL, 'Skip, if already logged in', NULL, NULL),
	(261, NULL, 'Click \'Handle Inbound Call\'', 243, '', NULL, NULL),
	(262, NULL, 'Complete DPA', 244, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(263, NULL, 'You will go to a \'Why has customer contacted us\' section', 245, '', NULL, NULL),
	(264, NULL, 'Click \'One-off Direct Debit Payment\'', 246, 'If the member is trying to set up a payment plan, then this process needs to be completed for the same number of agreed months.', NULL, NULL),
	(265, NULL, 'Enter the amount payable and payment date', 247, 'ATTENTION - If the member is trying to set up a payment plan, then this process needs to be completed for the same number of agreed months.', NULL, NULL),
	(266, NULL, 'Submit Payment', 248, '', NULL, NULL),
	(267, 93, 'Click \'Customer Accounts\'', NULL, '', NULL, NULL),
	(268, NULL, 'Take member account number', 249, '', NULL, NULL),
	(269, NULL, 'Complete DPA', 250, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(270, NULL, 'Scroll to Direct Debit tab', 251, '', NULL, NULL),
	(271, NULL, 'Click + then Activate DD', 252, '', NULL, NULL),
	(272, NULL, 'Task complete pop up will show it has gone through and refresh the Direct Debit box to check', 253, '', NULL, NULL),
	(273, 83, 'Log into GoCardless', NULL, 'https://manage.gocardless.com/sign-in', NULL, NULL),
	(274, NULL, 'Locate member using search bar (Top right corner)', 254, 'Use the members account number, email address or direct debit mandate reference.', NULL, NULL),
	(275, NULL, 'Scroll to \'Subscriptions Tab\'', 255, '', NULL, NULL),
	(276, NULL, 'What colour dot is located next to the members subscription?', 256, 'Ensure there is a green dot on one of the subscriptions.', NULL, NULL),
	(277, NULL, 'Payment is Active', 258, 'In order for us to be collecting regular monthly DD’s , there needs to be an active subscription. The green dot shows the active subscription.', NULL, NULL),
	(278, NULL, 'Payment is Inactive', 257, 'This could be due to reasons such as being cancelled by the member, details expiration or updated the card details', NULL, NULL),
	(279, NULL, 'If any details require changing urgently then you would contact your team leader', 259, 'If not then please contact deskside support', NULL, NULL),
	(280, NULL, 'Important information', 260, 'Members may be in touch in relation to old direct debit mandates expiring (This is an annual occurrence for direct debits which haven’t been active. This would show more than one subscription on the account, one green and the other red.', NULL, NULL),
	(281, 70, 'Click \'Handle Inbound Call\'', NULL, '', NULL, NULL),
	(282, NULL, 'Take the members account number or postcode', 261, '', NULL, NULL),
	(283, NULL, 'Complete DPA', 262, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. \nIf the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(285, NULL, 'Use the disputes calculator to confirm proposed reading is outside of tolerance levels', 263, 'If you have a photograph please confirm that the MSN in the photo matches what we have on the account. If unsure, for example if the reads provided are vastly different, you could ask the customer whilst on the phone/live chat to confirm their MSN.', NULL, NULL),
	(286, NULL, 'Is the proposed reading outside of tolerance?', 264, 'Tolerance Levels \nElectricity - 250 kWh\nGas metric(5 dial) 108m3\nGas imperial(4 dial) 38ft3', NULL, NULL),
	(287, NULL, 'Incorrect COS Reading', 266, '', NULL, NULL),
	(288, NULL, 'Is it a dispute for both meters?', 267, '', NULL, NULL),
	(289, NULL, 'Click \'Only Gas SAR\' required', 268, '', NULL, NULL),
	(290, NULL, 'Select the two member readings supporting the dispute', 270, 'They will appear blue after selecting them\n\nYou cannot raise a dispute based on estimated or DC readings. Readings should also be at least 10 days apart and as close to the opening DC as possible. The reads that you use must fall in line. If the reads appear to be going backwards or the reads appear obviously wrong (eg 706548, a very high number) please question this before raising the dispute.\nIf there are no customer readings you will need to ask the customer to provide these, Remember they need to be at least 10 days apart.', NULL, NULL),
	(291, NULL, 'Is the proposed new reading still out of tolerance levels?', 271, '', NULL, NULL),
	(292, NULL, 'Click \'No Dispute\'', 272, '', NULL, NULL),
	(293, NULL, 'Click \'Raise Dispute\'', 273, '', NULL, NULL),
	(294, NULL, 'Go back to members account', 274, '', NULL, NULL),
	(295, NULL, 'Go to \'Account History\' and click +', 275, '', NULL, NULL),
	(296, NULL, 'Add new comment including', 276, 'A record of the proposed and supporting readings. Please leave the account note to include the following information:\n•	The Fuel Type\n•	The First member Read and Date\n•	The Second member Read and Date\n•	The Proposed Reading', NULL, NULL),
	(297, NULL, 'The dispute has now been sent to the other supplier', 277, 'You can check progress by actioning either of the following ;\n- Using the meter account page\n- Asking your floorwalker\n- As a last resort you can raise a back office ticket to Disputes (Gas or Electric)', NULL, NULL),
	(298, NULL, 'Click the \'Fuel type\' to proceed', 269, '', NULL, NULL),
	(299, NULL, 'Select the two member readings supporting the dispute', 278, 'They will appear blue after selecting them\n\nYou cannot raise a dispute based on estimated or DC readings. Readings should also be at least 10 days apart and as close to the opening DC as possible. The reads that you use must fall in line. If the reads appear to be going backwards or the reads appear obviously wrong (eg 706548, a very high number) please question this before raising the dispute.\nIf there are no customer readings you will need to ask the customer to provide these, Remember they need to be at least 10 days apart.', NULL, NULL),
	(300, NULL, 'Is the proposed new reading still out of tolerance levels?', 279, '', NULL, NULL),
	(301, NULL, 'Click \'Raise Dispute\'', 281, '', NULL, NULL),
	(302, NULL, 'Click \'Only Gas SAR\'', 282, 'Repeat process for to raise Gas SAR', NULL, NULL),
	(303, NULL, 'Go to \'Account History\' and click +', 283, '', NULL, NULL),
	(304, NULL, 'Add new comment including', 284, 'A record of the proposed and supporting readings. Please leave the account note to include the following information:\n• The Fuel Type\n• The First member Read and Date\n• The Second member Read and Date\n• The Proposed Reading', NULL, NULL),
	(305, NULL, 'The dispute has now been sent to the other supplier', 285, 'You can check progress by actioning either of the following ;- Using the meter account page- Asking your floorwalker- As a last resort you can raise a back office ticket to Disputes (Gas or Electric)', NULL, NULL),
	(306, NULL, 'Click \'No Dispute\'', 280, '', NULL, NULL),
	(307, NULL, 'Click \'Only Gas SAR\'', 286, 'Repeat process for to raise Gas SAR', NULL, NULL),
	(308, NULL, 'Go to \'Account History\' and click +', 287, '', NULL, NULL),
	(309, NULL, 'Add new account note including', 288, 'A record of the proposed and supporting readings. Please leave the account note to include the following information:\n• The Fuel Type\n• The First member Read and Date\n• The Second member Read and Date\n• The Proposed Reading\n\nIf neither dispute is required, outline this in your account note.', NULL, NULL),
	(313, NULL, 'Go back to members account', 292, '', NULL, NULL),
	(314, NULL, 'Go to \'Account History\' and click +', 293, '', NULL, NULL),
	(315, NULL, 'Add new account note including', 294, 'the readings used along with the proposed reading. Also include that a dispute is not required as the proposed reading is within tolerance.', NULL, NULL),
	(316, 17, 'Is the member within the 14 day Cancel in Cool Off Window?', NULL, 'Complete DPA if you haven\'t already\n\nAsk the Members name.\n\nWe need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. \n\nIf the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(317, NULL, 'Select \'Handle Inbound Call\'', 295, '', NULL, NULL),
	(318, NULL, 'Complete DPA', 297, 'You should have already completed this. \n\nIf not,\nAsk the Members name\n\nThen we need to identify their account – either by account number or using their address and postcode.\n\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(319, NULL, 'Click \'Cancel in Cooling off\'', 298, '', NULL, NULL),
	(320, NULL, 'Choose the appropriate reason and submit cancellation', 299, 'Choose the most appropriate reason for the cancel in cool off taking place \nProvide any evidence required', NULL, NULL),
	(321, NULL, 'Go to \'Account History\'', 300, '', NULL, NULL),
	(322, NULL, 'Click + and add comment', 301, 'IBCALL/EMAIL/CHAT - Customer wishes to cancel within CIC period. Send a request into your team chat for DD to be cancelled.', NULL, NULL),
	(324, NULL, 'Has the supply gone live?', 296, '', NULL, NULL),
	(325, NULL, 'It is too late to process a Cancel in Cool off', 304, 'Member will have to leave via normal route but will be subject to any exit fees.', NULL, NULL),
	(326, NULL, 'Does the member have a valid reason to cancel?', 303, '', NULL, NULL),
	(327, NULL, 'Apologise and state that it is not possible to process this request', 305, 'If member wants to leave then they can switch to their new provider but will be subject to the terms and conditions of their tariff - they could be subject to exit fees', NULL, NULL),
	(328, NULL, 'Check with floorwalker to discuss validity of reason and whether this is an exception', 306, '', NULL, NULL),
	(329, NULL, 'If agreed, the flow will go automatically ', 307, 'Cancel in Cool Off flow up to two days before the supply starts', NULL, NULL),
	(330, 96, 'Is the member currently on a fixed tariff?', NULL, '', NULL, NULL),
	(331, NULL, 'Do they have a debit balance on the account?', 308, '', NULL, NULL),
	(332, NULL, 'Advise the member they can nominate a new energy provider to apply to take over the supply and that will begin the 21 day switching process', 310, '', NULL, NULL),
	(333, NULL, 'Advise the member that before they nominate a new energy provider, they will need to clear the debit balance on the account', 311, '', NULL, NULL),
	(334, NULL, 'If they are in a fixed tariff and not within the last 49 days of their contract, exit fees would be applied for leaving early', 309, '', NULL, NULL),
	(335, NULL, 'Does the member still want to switch away?', 312, '', NULL, NULL),
	(336, NULL, 'Go to \'Account History\'', 313, '', NULL, NULL),
	(337, NULL, 'Click + and add comment', 315, '', NULL, NULL),
	(338, NULL, 'Leave a detailed note on the account to advise what was discussed and what actions have been taken', 316, 'IBCALL/EMAIL/CHAT\nMember was looking to switch away but not within last 49 days of contract.', NULL, NULL),
	(339, NULL, 'Advise the member of the early exit fees that they would expect', 314, 'This can be found on their statements', NULL, NULL),
	(340, NULL, 'They can nominate a new provider to apply to take over the supply and we will add the exit fee to their closing balance', 317, '', NULL, NULL),
	(341, NULL, 'Go to \'Account History\'', 318, '', NULL, NULL),
	(342, NULL, 'Click + and add a comment', 319, '', NULL, NULL),
	(343, NULL, 'Leave a detailed note', 320, 'IBCALL/EMAIL/CHAT \nMember decided to switch away. Exit fees have/not been applied.', NULL, NULL),
	(344, 97, 'Does the member have prepayment meters?', NULL, '', NULL, NULL),
	(345, NULL, 'Continue with \'Payment Type\' as Prepayment', 322, 'At the moment we are unable to support a billing method for mixed meters so if customer has one credit and one prepayment we would look to sign them up when fully compatible with this', NULL, NULL),
	(346, NULL, 'Follow \'Account Set Up\' iKnow guide', 321, '', NULL, NULL),
	(348, 63, 'Member raises dissatisfaction with an element of the service being received', NULL, 'REMEMBER - please speak to the resolutions team before promising any customer call backs or escalations', NULL, NULL),
	(349, NULL, 'Does the member want to raise an official complaint?', 325, '', NULL, NULL),
	(350, NULL, 'Check to see if the member has any open or archived complaints on their account', 326, 'Search for the account number in the ‘Complaints Tracker’. Any open complaints are continued and any similar ‘Archived’ complaints are reopened. If an old complaint needs re-opening, please discuss with the Resolutions Team.', NULL, NULL),
	(351, NULL, 'Create a ticket in FreshDesk and select type as "Voice of Disatisfaction"', 328, '', NULL, NULL),
	(352, 48, 'Login to ENSEK account', NULL, 'Those who should be added - \nYou rely on medical equipment \nYou have refrigerated medicines \nYou have a serious or chronic illness \nYou have a disability \nIf you are of pensionable age (65) \nIf you have children under 5 in your household \nIf you need extra support for a short time period (e.g recovering from medical treatment).', NULL, NULL),
	(353, NULL, 'Go to members account', 329, 'PLEASE READ TO MEMBER - "I’m going to add you to the priority service register. This means that we will share your information with Gas transporters & Electrical distributors, so if there is ever a loss of supply or power outage in your area, you will be treated as a priority customer. If you wish to be removed from the priority service register at any time then please let us know."', NULL, NULL),
	(354, NULL, 'Scroll to PSR details tab', 330, '', NULL, NULL),
	(355, NULL, 'Click + then Change Priority', 331, '', NULL, NULL),
	(356, NULL, 'Select the most appropriate option from the drop down below the description, and expiry date if applicable', 332, '', NULL, NULL),
	(357, NULL, 'Click Add', 333, '', NULL, NULL),
	(358, NULL, 'Click save and send to industry', 334, '', NULL, NULL),
	(359, NULL, 'Apologise to member', 327, 'State that you understand their issue with our service must be frustrating', NULL, NULL),
	(360, NULL, 'Create a ticket on Freshdesk', 335, '', NULL, NULL),
	(361, NULL, 'Select ticket type as "Complaint"', 336, '', NULL, NULL),
	(362, NULL, 'Give the member the ticket ID', 337, '', NULL, NULL),
	(363, NULL, 'Make the member aware that there is a copy of our complaint’s process on the website, give the member the link if they request it', 338, 'https://peoplesenergy.co.uk/help/complaints', NULL, NULL),
	(364, NULL, 'Summarise the key points of the complaint with the member so that you are clear on the issue and give the member a clear plan of resolution and timescales for your next contact with them', 339, '', NULL, NULL),
	(365, NULL, 'End the call with the member but ENSURE you have set a clear follow up and action plan to resolve their issue', 340, '', NULL, NULL),
	(366, NULL, 'Go back to ENSEK and the members account, scroll down to account history and add a note by clicking the plus sign and add comment stating, *Complaint Logged *complaint reference*', 341, '', NULL, NULL),
	(367, NULL, 'Copy and paste the ‘Summary of Complaint’ you have already written in the tracker and ‘Actions Taken/Actions to Take’', 342, '', NULL, NULL),
	(368, NULL, 'End ‘Post processing on 8x8’ and categorise as ‘Complaint’', 343, '', NULL, NULL),
	(369, NULL, 'Create a follow up task', 344, '', NULL, NULL),
	(370, NULL, 'The Follow-up task will always be created using the ‘All Active Tasks’ section on the members account page', 345, '', NULL, NULL),
	(371, NULL, 'In the ‘All Active Tasks’ bar type – ‘Account Follow up Task’, then click ‘Create Task\'', 346, '', NULL, NULL),
	(372, NULL, 'This will populate the ‘Account Follow up Task: Create Follow up’ into the task bar', 347, '', NULL, NULL),
	(373, NULL, 'Enter the required follow-up date and time', 348, '(e.g. if you agreed to call the member between 13:30 -15:30 on 12/12/19, you would enter the time as 13:30 but confirm the full timeframe in the message body)', NULL, NULL),
	(374, NULL, 'You must then select the most relevant subject area of the business this follow-up from the below options', 349, '', NULL, NULL),
	(375, NULL, 'Enter all follow-up details', 350, '(This should be enough information for the agent to complete the task without any additional investigation)', NULL, NULL),
	(376, NULL, 'Click ‘Save’ to add to the task list', 351, 'If any additional follow-up is required please create a second task or include details in the message body so an additional task can be created when the current one is completed.', NULL, NULL),
	(377, NULL, 'You will now be able to check whether an email has been received from the member', 352, 'If there is, then respond to it accordingly and update ENSEK account notes / complaints tracker with any follow up correspondence received.', NULL, NULL),
	(378, 34, 'Go to the ‘All Active Tasks’ section on ENSEK', NULL, 'If a member has multiple accounts with us, Raise a back office ticket to Change of Tenancy.\n\nIn the ticket, include the email address to be used and both account numbers.', NULL, NULL),
	(379, NULL, 'Type in ‘Customer Portal Self Serve’', 353, '', NULL, NULL),
	(380, NULL, 'Select ‘Create Task’', 354, '', NULL, NULL),
	(381, NULL, 'This will populate an active task', 355, '', NULL, NULL),
	(382, NULL, 'Select the task you created to expand', 356, '', NULL, NULL),
	(383, NULL, 'Select ‘Manually Send Portal invitation’', 357, '', NULL, NULL),
	(384, NULL, 'This will issue the registration email to the member', 358, 'When they select the link ‘Click here to access your secure account’ it will load up their registration page.\n\nLink to register only lasts 24 hours', NULL, NULL),
	(385, NULL, 'The member will input their information', 359, 'They will then select ‘register account’. This will take them to their online portal homepage.', NULL, NULL),
	(386, NULL, 'The member is now set up', 360, '', NULL, NULL),
	(387, 22, 'Click \' Handle Inbound Call\'', NULL, 'Assumption - You are already logged into ENSEK', NULL, NULL),
	(388, NULL, 'Complete DPA', 361, 'Ask the Members name.\n\nThen we need to identify their account – either by account number or using their address and postcode.\n\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. \n\nIf the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(389, NULL, 'Click \'Account Found - DPA Check\'', 362, '', NULL, NULL),
	(390, NULL, 'Click \'Tariff Change request\'', 363, 'Before proceeding, Tariff change date must be today otherwise email desksidesupport@peoplesenergy.co.uk to back date the tariff change', NULL, NULL),
	(391, NULL, 'Click \'Tariff Renewal\'', 364, '', NULL, NULL),
	(392, NULL, 'You will now have the tariffs available appear', 365, '', NULL, NULL),
	(393, NULL, 'Give the details of the different tariffs  (YOU MUST DISCLOSE ALL POINTS - COMPLIANCE ALERT)', 366, 'YOU MUST Disclose the following to the member:Type of Tariff | Tariff Cost | Length of Tariff | Monthly Amount | Payment Type | 14 day Cooling off period| Standing Charge | Unit Price | Exit Fees | Where to find tariff\'s Terms and Conditions\nIf you don\'t inform the member of the above, you will then need to call them back, to discuss it.', NULL, NULL),
	(394, NULL, ' If the member wants to proceed with one of the tariffs, then take note of the monthly direct debit amount', 367, '', NULL, NULL),
	(395, NULL, 'Go to \'Handle Inbound Call\'', 368, '', NULL, NULL),
	(396, NULL, 'Click through DPA', 369, '', NULL, NULL),
	(397, NULL, 'Click \'Update Customer Details\'', 370, '', NULL, NULL),
	(398, NULL, 'Click \'Update Direct Debit Details\'', 371, '', NULL, NULL),
	(399, NULL, 'Click \'Change Payment Details\'', 372, '', NULL, NULL),
	(400, NULL, 'Update the Payment Amount to the new tariff amount', 373, '', NULL, NULL),
	(401, NULL, 'Submit Changes', 374, '', NULL, NULL),
	(402, NULL, 'Confirm\'Tariff Change\'', 375, '', NULL, NULL),
	(403, NULL, 'Go to the \'Account History\' on the member\'s account', 376, '', NULL, NULL),
	(404, NULL, 'Check to make sure the \'Change of Tariff\' Task has been completed.', 377, '', NULL, NULL),
	(405, NULL, 'Go to \'Product Versions\', check if the tariff has updated', 378, '', NULL, NULL),
	(406, NULL, 'Click + on \'Account History\' and add a comment', 379, 'IBEMAIL/CHAT/CALL - Copy and paste chat/email conversation into notes (Summarise if call)\n- Tariff changed to, \n- Reason for changing tariff', NULL, NULL),
	(407, 99, 'Member calls in looking to speak to our B2B team', NULL, '', NULL, NULL),
	(408, NULL, 'Advise the member that they have called through to the domestic consumer team and you will transfer them through', 380, '', NULL, NULL),
	(409, NULL, 'Whilst on the phone, Click on the control panelclick on \'2\'', 381, '', NULL, NULL),
	(410, NULL, 'Enter 0131 370 1770, click dial ', 382, '', NULL, NULL),
	(411, NULL, 'Advise the B2B Consultant of the information which has already been given and if you have already completed DPA checks', 383, '', NULL, NULL),
	(412, NULL, 'The member should be transferred over if agent available.', 384, '', NULL, NULL),
	(413, NULL, 'The member will be transferred over', 385, '', NULL, NULL),
	(414, NULL, 'Complete', 386, '', NULL, NULL),
	(415, NULL, 'Complete', 388, '', NULL, NULL),
	(417, NULL, 'Complete', 389, '', NULL, NULL),
	(418, NULL, 'Advise timescales for resolution', 390, 'Average 6-12 weeks\nbut can sometimes take up to 12 months', NULL, NULL),
	(419, NULL, 'Complete', 391, '', NULL, NULL),
	(420, NULL, 'Complete', 392, '', NULL, NULL),
	(421, NULL, 'Dispute not required', 265, '', NULL, NULL),
	(422, 74, 'Member contacts you', NULL, 'A live account of the members actual balance – any expected usage (based on meter readings and EAC) and recent transactions', NULL, NULL),
	(423, NULL, 'Go to the members account on ENSEK', 393, '', NULL, NULL),
	(424, NULL, 'Complete DPA', 394, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(425, NULL, 'Does the member have up to date meter reads?', 395, '', NULL, NULL),
	(426, NULL, 'Collect up to date meter reads from the member', 396, 'Ensure there are up to date meter readings (No up to date reads will skew the accuracy of the live balance)', NULL, NULL),
	(427, NULL, 'Follow \'Meter Reads\' iKnow guide', 398, '', NULL, NULL),
	(428, NULL, 'The top right-hand section on an ENSEK account labelled ‘live balance’ shows the live balance along with any recent transactions it has taken into consideration', 397, '‘Latest statement balance’ refers to the actual balance on the account according to the latest bill.', NULL, NULL),
	(429, 52, 'Are the members meter reads up to date?', NULL, 'Assumption - You are already on ENSEK and completed DPA', NULL, NULL),
	(430, NULL, 'Follow \'Meter Reads\' iKnow', 399, 'Up to date Meter Readings must be on ENSEK account to ensure balance is correct before processing refunds.', NULL, NULL),
	(431, NULL, 'Go to \'Active Task Bar\'', 400, '', NULL, NULL),
	(432, NULL, 'Search for \'Account Adjustments\'', 401, '', NULL, NULL),
	(433, NULL, 'Click \'Create Task\'', 402, '', NULL, NULL),
	(434, NULL, 'Click the task, then click \'Refund\'', 403, '', NULL, NULL),
	(435, NULL, 'Select reason for the refund', 404, '', NULL, NULL),
	(436, NULL, 'Enter amount to be refunded', 405, '', NULL, NULL),
	(437, NULL, 'Create the note that the adjustment is a \'credit\'', 406, '', NULL, NULL),
	(438, NULL, 'Submit for authorisation', 407, 'Floorwalkers can authorise transactions up to £250\nLine managers can authorise up to £500\nAny amount higher than £500 will need to be authorised by billing.', NULL, NULL),
	(439, NULL, 'Account adjustment will then stay in the active task bar while it awaits authorisation', 408, '', NULL, NULL),
	(440, 53, 'Go to members ENSEK account', NULL, 'Members may need a new bill generated due to a few different reasons; updated meter readings/ account details.', NULL, NULL),
	(441, NULL, 'Collect up to date meter readings from member', 409, '', NULL, NULL),
	(442, NULL, 'Cancel any necessary related bills', 410, 'For example ;\n- If the customer has been billed to estimated readings you would cancel the estimated bills\n- If the MTD\'s had been incorrect and then updated any bills for the wrong meter will need cancelled\n- If we had been billing the customer for ft3 when it was actually meant to be billed to m3 then any bills with ft3 on it should be cancelled', NULL, NULL),
	(444, NULL, 'Go to ‘Live Balance’', 411, '', NULL, NULL),
	(445, NULL, 'Click the orange arrow at the top of the box', 412, '', NULL, NULL),
	(446, NULL, 'Select ‘Create Bill With Options’', 413, '', NULL, NULL),
	(447, NULL, 'Set the bill date as the customers billing date on the account', 414, 'We have a 5 day billing window, 5 days before the bill date and 5 days after the bill date. If the reading provided is included in those dates we would select the bill date as the date of these readings. If the read is out we would select the date that is within the billing window and estimates will be generated.', NULL, NULL),
	(448, NULL, 'Change \'Suppress Estimates\' to No', 415, '', NULL, NULL),
	(449, NULL, 'Keep ‘Review Bill’ as ‘yes’ and press save', 416, '', NULL, NULL),
	(450, NULL, 'A new task will be created in the ‘active tasks’ bar called ‘Review Bill’', 417, '', NULL, NULL),
	(451, NULL, 'Click on this task and check to ensure the dates are consecutive and that there are no mistakes', 418, '', NULL, NULL),
	(452, NULL, 'Approve the bill', 419, 'This should then appear in ‘statements and payments’ and can take a minute or two to load completely.', NULL, NULL),
	(454, NULL, 'Press \'Download as PDF\'', 33, '', NULL, NULL),
	(457, NULL, 'Pressing the blue \'Actions\' Tab at the end of each statement row will allow you to', 420, '', NULL, NULL),
	(458, 46, 'Member advises we have rejected their registration', NULL, 'The details they have provided do not match up with those on the national database. This could be regarding their address or the meters.', NULL, NULL),
	(469, 100, 'Go to ENSEK account', NULL, '', NULL, NULL),
	(470, NULL, 'Complete DPA', 435, 'Ask the Members name.\n\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. \n\nIf the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(471, NULL, 'Have you checked account notes for information indicating reason for objection?', 436, '', NULL, NULL),
	(472, NULL, 'Have you checked the balance in ‘Statements and Payments’ advise how they can make a settlement payment or set up a payment plan if necessary?', 437, 'If member has paid debt off, please email collections@peoplesenergy.co.uk to notify them this payment has been made', NULL, NULL),
	(473, NULL, 'Find the tariff end date in ‘product versions’ to see if it’s within the last 49 days of the contract or whether exit fees are applicable', 439, '', NULL, NULL),
	(474, NULL, 'Advise member on the following;', 440, 'The reason for the objection\nHow to fix it\nGet the objection lifted', NULL, NULL),
	(475, 101, 'Current supplier objected to the switch (CHECK METER DETAILS TO SEE IF WE TOOK INCORRECT SUPPLY)', NULL, 'If member in touch to say objection lifted,\nRaise a ticket to Back office to Registrations\nSay: Objection Lifted - Account Number XXXXX\nHi,\nThe member XXXXXX has been in touch to advise their objection has been lifted. \nCan you please re apply for their supply?\n\nPriority should be \'MEDIUM\'', NULL, NULL),
	(476, NULL, 'Go to the member account on ENSEK', 441, '', NULL, NULL),
	(477, NULL, 'Complete DPA', 442, 'Ask the Members name.\n\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go.\n\nIf the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(478, NULL, 'Reassure member that objections are common and easily fixed', 443, '', NULL, NULL),
	(479, NULL, 'Advise the member that they will need to contact their current supplier to find out why they objected to the switch and how to get it lifted', 444, '', NULL, NULL),
	(480, NULL, 'Give examples of why objections are raised', 445, 'Outstanding balance\nContract terms\nPotential erroneous transfer', NULL, NULL),
	(481, NULL, 'Advise the member to notify us once they have spoken to their current supplier', 446, 'Once they have lifted the objection so we can then re-apply for their supply', NULL, NULL),
	(482, NULL, 'Member advises that an objection has been lifted', 447, '', NULL, NULL),
	(483, NULL, 'Does the Objection still stand?', 448, '', NULL, NULL),
	(484, NULL, 'Complete DPA on ENSEK', 449, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go.\nIf the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(485, NULL, 'Check ECOES and XOSERVE for the following', 450, '', NULL, NULL),
	(486, NULL, 'Address on ENSEK and address and postcode on ECOES/XOSERVE are the same', 451, 'If they are not member must contact their current supplier to get the info updated', NULL, NULL),
	(487, NULL, 'We do not support the type of meter they have; prepayment, LSP (Large Supply Point)', 452, 'Member would need to arrange a meter exchange with current supplier before we could take over', NULL, NULL),
	(488, NULL, 'If we hold the correct details for the member but have the wrong meters you will need to raise an ET (see Erroneous Transfers) and cancel the account in cool off (see Cancel in Cool off)', 453, '', NULL, NULL),
	(489, NULL, 'Member is contacting after their new supplier has rejected their supply', 454, 'This is due to the database needing updated\n\nEmail meterjobs@peoplesenergy.co.uk with the updated information and request that they update the national database', NULL, NULL),
	(490, NULL, 'Complete', 455, '', NULL, NULL),
	(491, 104, 'Member calls to report either of the following options', NULL, '', NULL, NULL),
	(494, NULL, 'Go to Account on ENSEK', 456, '', NULL, NULL),
	(496, NULL, 'Complete DPA', 458, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(498, NULL, 'Check full address and contact information is correct', 459, '', NULL, NULL),
	(499, NULL, 'Search the MPAN on ECOES', 460, 'This confirms the callers address correctly matched that of the MPAN- this would confirm the ET', NULL, NULL),
	(500, NULL, 'If it does then it suggests the Member may have signed up through a switching site', 461, '', NULL, NULL),
	(501, NULL, 'Click \'Handle Inbound Call\' on ENSEK', 462, '', NULL, NULL),
	(502, NULL, 'Confirm DPA', 463, 'You should have already ran this, so proceed', NULL, NULL),
	(503, NULL, 'Select ‘Erroneous Gain Query’', 464, '', NULL, NULL),
	(504, NULL, 'Select ET-Window Closed (ET’s will always be window closed)', 465, '', NULL, NULL),
	(505, NULL, 'Select BOTH meter points', 466, '', NULL, NULL),
	(506, NULL, 'Select incorrect MPAN/MPRN', 467, '', NULL, NULL),
	(507, NULL, 'Raise ET gain', 468, '', NULL, NULL),
	(508, NULL, 'Go to account on ENSEK', 457, '', NULL, NULL),
	(509, NULL, 'Complete DPA', 469, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(510, NULL, 'Check full address and contact information is correct', 470, '', NULL, NULL),
	(511, NULL, 'Search the address on ECOES/XOSERVE to see if they MPAN/MPRN are correct', 472, '(If they are correct, this is not an ET)', NULL, NULL),
	(512, NULL, 'We have taken over the wrong supply and this confirms the ET', 471, '', NULL, NULL),
	(513, NULL, 'Apologise to member and explain how ET’s come about.', 473, '', NULL, NULL),
	(514, NULL, 'Has the account gone live with us yet?', 474, '', NULL, NULL),
	(515, NULL, 'Cancel the account in cooling off', 475, 'Follow Cancel in Cooling Off iKnow', NULL, NULL),
	(516, NULL, 'Raise the ET', 476, '', NULL, NULL),
	(517, NULL, 'Click \'Handle Inbound Call\'', 477, '', NULL, NULL),
	(518, NULL, 'Locate members account', 478, '', NULL, NULL),
	(521, NULL, 'Confirm DPA', 481, '', NULL, NULL),
	(522, NULL, 'Select ‘Erroneous Gain Query’', 482, '', NULL, NULL),
	(523, NULL, 'Select ET-Window Closed (ET’s will always be window closed)', 483, '', NULL, NULL),
	(524, NULL, 'Select BOTH meter points', 484, '', NULL, NULL),
	(525, NULL, 'Select incorrect MPAN/MPRN', 485, '', NULL, NULL),
	(526, NULL, 'Raise ET gain', 486, '', NULL, NULL),
	(527, 105, 'Go to ENSEK', NULL, '', NULL, NULL),
	(528, NULL, 'Complete DPA', 487, 'Ask the Members name.\nThen we need to identify their account – either by account number or using their address and postcode.\nIf they have their account number, confirm the last 3 digits of the phone number with them and good to go. If the phone number doesn’t match, ask the bank that the DD comes from.', NULL, NULL),
	(529, NULL, 'Check the following', 488, '', NULL, NULL),
	(530, NULL, 'If they are, this may be how the switch was initiated, and is not an ET', 489, '', NULL, NULL),
	(531, NULL, 'This confirms that the supply is due to leave us', 490, '', NULL, NULL),
	(532, NULL, 'Raise an ET', 492, '', NULL, NULL),
	(533, NULL, 'Raise an ET', 491, '', NULL, NULL),
	(534, NULL, 'Click \'Handle Inbound Call\'', 493, '', NULL, NULL),
	(535, NULL, 'Confirm DPA', 494, '', NULL, NULL),
	(536, NULL, 'Select ‘Erroneous Loss Query’', 495, '', NULL, NULL),
	(537, NULL, 'Select ET-Window Closed (ET’s will always be window closed)', 496, '', NULL, NULL),
	(538, NULL, 'Select BOTH meter points', 497, '', NULL, NULL),
	(539, NULL, 'Select incorrect MPAN/MPRN', 498, '', NULL, NULL),
	(540, NULL, 'Raise ET loss', 499, '', NULL, NULL),
	(542, NULL, 'Email registrations@peoplesenergy.co.uk with the account number', 500, 'Email registrations@peoplesenergy.co.uk\nSubject - Prevent ET Loss - Account XXXXX\nHi,\n\nMember XXXX has been in touch and advised that their supply has been erroneously applied for but their supply is yet to leave us.\n\nCan you please request an objection on the account to ensure it does not switch away.', NULL, NULL),
	(543, NULL, 'Click \'Handle Inbound Call\'', 501, '', NULL, NULL),
	(544, NULL, 'Confirm DPA', 502, '', NULL, NULL),
	(545, NULL, 'Select ‘Erroneous Loss Query’', 503, '', NULL, NULL),
	(546, NULL, 'Select ET-Window Closed (ET’s will always be window closed)', 504, '', NULL, NULL),
	(547, NULL, 'Select BOTH meter points', 505, '', NULL, NULL),
	(548, NULL, 'Select incorrect MPAN/MPRN', 506, '', NULL, NULL),
	(549, NULL, 'Raise ET loss', 507, '', NULL, NULL),
	(551, 39, 'Member has a faulty meter', NULL, 'Customer has a faulty meter, common faults are; \nBlank screen, meter clocking backwards, noisy meter, meter reads stuck', NULL, NULL),
	(552, NULL, 'Advises that the display screen is blank', 509, 'First need to determine whether the meter is just asleep. Take member through the relevant steps to wake it up. Always ask the member to send in a video of the meter whilst they follow the steps as we need this as proof when booking a job for a blank screen.We need to check if this is a Traditional meter, S1 or S2 meter. If this is an S2 meter - the smart team can tap into the meter and see if there is a fault or if they can fix it on their side so please raise a ticket with smart team to tap into the meter first.', NULL, NULL),
	(554, NULL, 'We need to check the MAM and see if this is a National grid asset or not', 511, 'You can check this by dropping down the meter point and next to (MAM - GTM ect) < this is National grid. If it has MUT then this is MAGNUM. If the MAM is NG and customer wants smart meters we need to book with Magnum as NG dont install smart meters.', NULL, NULL),
	(555, NULL, 'Customer wants traditional meter', 515, 'If the customer wants a traditional gas meter, we would book this in with National Grid. \nWe would take an appointment date 10 working days or more from the day of the call and we would also ask for a time slot either (AM 8-12) or PM (12-4) or the customer can also have an all day slot (8-8).\nYou would then fill out a booking form and raise it as a help desk ticket - Find booking form below for NG', NULL, NULL),
	(556, NULL, 'Customer wants a smart meter', 516, 'If the customer wants a smart meter we can install S2 duel exchange this would be done by Magnum.You should raise a back office helpdesk ticket along with the correct booking form. Metering team will then book a job with magnum. Magnum then aim to contact the customer within a 14 working day period to arrange and date and time that suits the customer best. Please advise customer of this.', NULL, NULL),
	(557, NULL, 'NG booking form< see elec for magnum booking form>', 517, 'Account: MPAN/MPRN: Customer Name: Contact Number: Fault/Requested Work: NG Appointment Date (Must be 10 working days minimum from the day we are booking on): NG Appointment Time ( 8am-12pm or 12pm-4pm): Smart Meter (Yes/No)	Vulnerability	Parking Restrictions	Meter Location	Access Notes (need a ladder etc)		Any Covid Symptoms in the property. -', NULL, NULL),
	(568, 106, 'Member advises that they are off supply', NULL, '', NULL, NULL),
	(569, NULL, 'Check the fuse box to ensure all switches aren’t off', 525, 'Search to see if there is a power cut in their area, if there is a power cut in the area, the customer should contact their DNO', NULL, NULL),
	(571, NULL, 'Does the customer think they are in a dangerous situation?', 527, 'Is there a cable hanging low?\nAn exposed Electricity cable in the ground?\nEquipment that is sparking or on fire.\nOr anything else they consider dangerous?\nIf the answer is YES please advise the customer to stay away from the meter and call their DNO immediately.', NULL, NULL),
	(572, NULL, 'Is the Electricity meter showing lights, movement or display?', 528, 'If the customer advises NO then they will need to report this to their DNO. \nIf the customer advises YES then this normally indicates that there is power coming into the property and that the meter is faulty, so we will then need to go out to exchange the meter.', NULL, NULL),
	(573, NULL, 'EMERGENCY JOB NEEDED', 529, 'Check in with a Team Lead or Floorwalker for permission to schedule the emergency appointment, using the information you have gathered. Fill out the emergency appointment form which can be found in the METERING BOOKING FORM SECTION in iknow. Send this to Metering Non-smart as a Email and call the emergency line -\n\n0131 460 7076', NULL, NULL),
	(574, NULL, 'Inform Member of Appointment Details', 530, 'The member should be informed that an engineer will attend within 4 hours and they must remain available in the property to receive them.\nIf the appointment is booked through Magnum, the member must be informed that their new meter will be a credit meter as Magnum does not stock prepayment meters.', NULL, NULL),
	(579, NULL, 'If no one is available make a note of the member\'s details and update the business team on business@peoplesenergy.co.uk', 535, 'Send to business@peoplesenergy.co.uk \nSubject line - Missed call from Acc number XXXXXXX\n\nHi team,\n\nYou were unavailable when a business member called. I have updated the following on their account:\n1)XXX\n2)XXX\n3)XXX', NULL, NULL),
	(580, 109, 'Ensure there is a ticket raised on Freshdesk', NULL, 'You can manually create a ticket if no existing ticket is available', NULL, NULL),
	(581, NULL, 'Change the status of the ticket to \'Work in Progress\'', 536, 'This will pause the timer and prevent the ticket becoming overdue', NULL, NULL),
	(582, NULL, 'Navigate to \'To-Do\' on the right hand side of the screen', 537, '', NULL, NULL),
	(583, NULL, 'Complete the to-do box to add a new to-do to the ticket and press enter', 538, '', NULL, NULL),
	(584, NULL, 'Select \'set reminder\' and add a date/time to the ticket', 539, 'This will appear on your dashboard (the first page when you log in) as a to-do task for you', NULL, NULL),
	(585, NULL, 'Make sure you complete the task on the day!!', 540, '', NULL, NULL),
	(589, 110, 'Pending Final Bill on account', NULL, '', NULL, NULL),
	(590, NULL, 'Two reasons for this message', 544, '', NULL, NULL),
	(591, NULL, 'For the account to be final billed - we require closing DC reads', 545, '', NULL, NULL),
	(592, NULL, 'These are received up to 15 days after the loss of account', 547, '', NULL, NULL),
	(593, NULL, 'Once received, the account will bill automatically and remove task from account', 548, 'Responsibility lies with Billing team', NULL, NULL),
	(594, NULL, 'Move out reads are required', 546, '', NULL, NULL),
	(595, NULL, 'Can use new move in reads on property, if move out isn\'t required.', 549, '', NULL, NULL),
	(596, NULL, 'Follow Change of Tenancy iKnow', 550, 'Final bill will automatically be generated', NULL, NULL),
	(597, 111, 'Message displayed "Resolving Final Balance"', NULL, '', NULL, NULL),
	(598, NULL, 'Check the final balance on the account to see if there is a debit or credit balance', 551, 'This happens following the final bill having been generated.', NULL, NULL),
	(599, NULL, 'Refunds of under £1000 are processed automatically within 7-10 days once the final bill has generated.', 552, 'When processing a final bill, you must always check to make sure the information is accurate.', NULL, NULL),
	(600, NULL, 'If over £1000, Becci or Dee are required to approve.', 553, 'Email Dee.shaw@peoplesenergy.co.uk\nSubject - Authorise Refund - Acc Number - XXXXXXX\n\nHi Dee\n\nI have received correspondence from account - XXXXX, who are waiting on their final refund of £XX.XX. \n\nAre you able to authorise this, I can send you any evidence you require to support this?', NULL, NULL),
	(601, NULL, 'If there is a debit balance on the final bill ENSEK will schedule a payment for the full amount on the date stated on the bill', 554, 'This will usually be 14 days after the bill is produced.', NULL, NULL),
	(602, 112, 'Common Billing Exceptions', NULL, 'YOU WILL REQUIRE A FLOORWALKER/BILLING TO COMPLETE THE FOLLOWING', NULL, NULL),
	(603, NULL, '', 555, 'If advances and charges are created between readings, the system may proceed and ignore the reading/period  between reading, creating a gap in charge', NULL, NULL),
	(604, NULL, '', 556, 'A bill has already been created and you cannot create the same bill', NULL, NULL),
	(605, NULL, '', 557, 'Previous bill was charged to estimated reads.\n\nSince then, the customer has uploaded actual reads on (or around) the same date.\n\nThe estimated reads have been invalidated and the actual reads have been validated.\n\nA bill request is made next month, but fails, because the system is trying to bill from a read which has not previously been billed to.', NULL, NULL),
	(606, NULL, '', 558, 'Invalidate these reads, Revalidate the tariff change date reads (effective from) and rebill. If the Tariff renewal dates are missing please open a ticket and specify this issue', NULL, NULL),
	(607, 115, 'Taking payment on Payzone', NULL, '', NULL, NULL),
	(608, NULL, 'Ensure you select \'Transaction by Card Details\'', 559, 'Located on left hand menu', NULL, NULL),
	(609, NULL, 'Fill out all relevant fields', 560, '', NULL, NULL),
	(610, NULL, 'Ensure you have put the member\'s ENSEK account number in the Order Description box.', 561, '', NULL, NULL),
	(611, NULL, 'Submit payment', 562, '', NULL, NULL),
	(612, NULL, 'Has the payment gone through?', 563, '', NULL, NULL),
	(613, NULL, 'Click \'View Receipt\'', 565, '', NULL, NULL),
	(614, NULL, 'Ensure all the details you inputted are correct by triple checking with the member', 564, '', NULL, NULL),
	(615, NULL, 'Follow Payment gone through', 566, '', NULL, NULL),
	(616, NULL, 'Please copy the 24-digit Transaction ID number (marked in red) and put it in the note you will be leaving on ENSEK.', 567, 'Located at the top of the receipt.\n\nThis is Mandatory', NULL, NULL),
	(617, NULL, 'Go to members ENSEK account', 568, '', NULL, NULL),
	(618, NULL, 'Click \'Account Adjustments\' in the \'All Tasks\' bar on members account', 569, '', NULL, NULL),
	(619, NULL, 'Choose \'Settlement Payment\'', 570, '', NULL, NULL),
	(620, NULL, 'Input exact amount of payment taken and select credit', 571, '', NULL, NULL),
	(621, NULL, 'Double check all of the details and process adjustment and submit for authorisation', 572, '', NULL, NULL),
	(622, NULL, 'Click \'Complete Adjustment\'', 573, '', NULL, NULL),
	(623, NULL, 'Go to members \'Account History\'', 574, '', NULL, NULL),
	(624, NULL, 'Add a note detailing the adjustments you have made', 575, 'IBCALL/EMAIL/CHAT - \nTransaction ID number is XX\nAccount adjustments made are XXX', NULL, NULL),
	(625, NULL, 'Complete', 576, '', NULL, NULL),
	(626, NULL, '', 578, 'Email desksidesupport@peoplesenergy.co.uk to disassociate all ENSEK accounts from the online portal, make sure the email address has been updated on new account, then send them a new registration link', NULL, NULL),
	(627, NULL, '', 577, 'If a member has multiple accounts with us, send an email to homemoves@peoplesenergy.co.uk to request that the accounts are connected. \nIn the email, include the email address to be used and both account numbers.', NULL, NULL),
	(628, 116, 'How will this free energy be returned to me?', NULL, 'We are still working on finalising the exact details of this return but expect that this will be repaid back to you via direct debit.', NULL, NULL),
	(629, NULL, '', 579, 'If you chose to pledge, for instance, £100 then you will receive £120 back in free energy which equates to 20% over and above your pledge amount back as a reward.', NULL, NULL),
	(630, NULL, '', 580, 'If you chose to pledge, for example, £1,500 then we will give you two years of free energy in return for your money as a reward', NULL, NULL),
	(631, NULL, '', 581, 'All pledges will be applied to your monthly bill once we reach 20,000 live customers and we anticipate to reach this level at around 18 months from our launch in August 2017. In addition, the rewards require you to remain a customer for the whole period of receiving the free energy.', NULL, NULL),
	(632, NULL, '', 582, 'For the £900, £1,500, £5,000 and £10,000 pledges, the reward of free energy is based on the average annual bill as defined by Ofgem. In 2016 this was £1,066. If your annual bill is larger than this, you will only get a rebate that is equivalent to the Ofgem average.', NULL, NULL),
	(633, 118, 'Which type of code do you require?', NULL, '', NULL, NULL),
	(634, NULL, 'The following codes mean', 584, 'ELECTRIC -\nN - Credit Meter\nS1 - Smart Meter (Dumb Meters)\nS2 - Smart Meter (Newest Meters)\nK - Prepayment\nGAS-\nU6 - Traditional Dial meter\nG4 - Traditional Dial meter\nU16 - Large supply point\nS1 - Smart Meter (Dumb Meters)\nS2 - Smart Meter (Newest Meters)\nK - Prepayment', NULL, NULL),
	(635, NULL, 'The following codes mean:', 583, 'A - Attic | B - Bedroom | C- Cellar/Basement\nD- Other | E - Indoors| F - Unknown|\nG- Garage| H- Hall| I - Cupboard|\nJ - Intake| K - Kitchen| L - Landing|\nM - Sub Station| N - TC Chamber| O - Outbuilding/Barn|\nP - Pole| R - Ladder| S - Understairs|\nT - Toilet| U - Upstairs| V - Vestry|\nW - Under Window| X - Outside Box|\nY - Outside Box with Restricted Access|\nZ - Communal Cupboard|', NULL, NULL),
	(636, NULL, 'The following codes mean', 585, '0 - Unknown1- Cellar2- Under Stairs3 - Hall4 - Kitchen5- Bathroom6 - Garage7- Canteen8 - Cloakroom9 - Cupboard10 - Domestic Science11 - Front Door12 - Hall Cupboard13 - Kitchen Cupboard14 - Under Sink15 - Landing16 - Office17 - Office Cupboard18 - Outside WC19 - Pantry20 - Porch21 - Public Bar22 - Rear of Shop23 - Saloon Bar24 - Shed25 - Shop Front26 - Shop Window27 - Staff Room28 - Store Room29 - Toilet30 - Under Counter31 - Waiting Room32 - Meter Box (Outside)98 - Other99 - Outside', NULL, 'center'),
	(637, NULL, 'Click \'Electric MPAN\' that is shown', 586, '', NULL, NULL),
	(638, NULL, 'Select the two member readings supporting the dispute', 587, 'They will appear blue after selecting themYou cannot raise a dispute based on estimated or DC readings. Readings should also be at least 10 days apart and as close to the opening DC as possible. The reads that you use must fall in line. If the reads appear to be going backwards or the reads appear obviously wrong (eg 706548, a very high number) please question this before raising the dispute. \nIf there are no customer readings you will need to ask the customer to provide these, Remember they need to be at least 10 days apart.', NULL, NULL),
	(639, NULL, 'Is the proposed new reading still out of tolerance levels?', 588, '', NULL, NULL),
	(640, NULL, 'Click \'Raise Dispute\'', 590, '', NULL, NULL),
	(641, NULL, 'Go back to members account', 591, '', NULL, NULL),
	(642, NULL, 'Go to \'Account History\' and click +', 592, '', NULL, NULL),
	(643, NULL, 'Add new comment including', 593, 'A record of the proposed and supporting readings. Please leave the account note to include the following information:\n• The Fuel Type\n• The First member Read and Date\n• The Second member Read and Date\n• The Proposed Reading', NULL, NULL),
	(644, NULL, 'The dispute has now been sent to the other supplier', 594, 'You can check progress by actioning either of the following ;\n- Using the meter account page\n- Asking your floorwalker\n- As a last resort you can raise a back office ticket to Disputes (Gas or Electric)', NULL, NULL),
	(645, NULL, 'Advise timescales for resolution', 595, 'Average 6-12 weeks\nbut can sometimes take up to 12 months', NULL, NULL),
	(646, NULL, 'Click \'No Dispute\'', 589, '', NULL, NULL),
	(647, NULL, 'Go back to members account', 596, '', NULL, NULL),
	(648, NULL, 'Go to \'Account History\' and click +', 597, '', NULL, NULL),
	(649, NULL, 'Add new account note including', 598, 'the readings used along with the proposed reading. Also include that a dispute is not required as the proposed reading is within tolerance.', NULL, NULL),
	(650, NULL, 'Complete', 599, '', NULL, NULL),
	(651, NULL, 'Have you advised the following', 600, 'Advise the proposed new reading has to be agreed People’s Energy, other supplier and DC. \nBilling suspended until resolved\nPayments continue to ensure usage still covered\nMember to keep providing regular reads to ensure accuracy of bill when produced. \nAdvise customer to contact other supplier, to advice of Change of Supply dispute, since final bill with them will be different', NULL, NULL),
	(652, NULL, 'Have you advised the following', 601, 'Advise the proposed new reading has to be agreed People’s Energy, other supplier and DC.\nBilling suspended until resolved\nPayments continue to ensure usage still covered\nMember to keep providing regular reads to ensure accuracy of bill when produced.\nAdvise customer to contact other supplier, to advice of Change of Supply dispute, since final bill with them will be different\nThe indicator for member that dispute resolved will be when bill produced.\n(Could be up to 4 weeks after resolution)', NULL, NULL),
	(653, NULL, 'The indicator for member that dispute resolved will be when bill produced. (Could be up to 4 weeks after resolution)', 602, '', NULL, NULL),
	(654, NULL, 'The indicator for member that dispute resolved will be when bill produced. (Could be up to 4 weeks after resolution)', 603, '', NULL, NULL),
	(655, 119, 'Go to \'Members Account\'', NULL, '', NULL, NULL),
	(656, NULL, 'It is likely that a dispute has been raised', 604, 'Check \'Account History\' or \'All Active Tasks\'', NULL, NULL),
	(657, NULL, 'You will be able to see in the customer notes if a dispute has been raised', 605, 'It will read Task Created: COS Opening Read Dispute.\nYou can also check meter account search and the task list on the account.', NULL, NULL),
	(659, NULL, 'It will read " COS dispute in progress"', 606, 'This will give you an update on whether a proposed reading has been generated by ourselves', NULL, NULL),
	(660, NULL, 'Check when the exception was generated', 607, 'if it was a while a go there may be a chance it has been fixed since then', NULL, NULL),
	(661, NULL, 'Have they had a meter exchange? Check dates and look for AC missing', 608, '', NULL, NULL),
	(669, NULL, 'Speak to Floorwalker| Team leader', 609, '', NULL, NULL),
	(670, NULL, 'Contact Floorwalker| Team leader', 616, '', NULL, NULL),
	(672, NULL, 'The system is unable to generate an estimate as 1 or both meters are missing the EAC/A', 617, 'If you are still experiencing issues having followed the above solutions, please raise a ticket with Support advising what you have already attempted to rectify the issue\nJust close', NULL, NULL),
	(673, NULL, 'Speak to Floorwalker| Team Leader', 618, '', NULL, NULL),
	(674, NULL, 'Email registrations@peoplesenergy.co.uk with the account number', 619, 'Raise a ticket to Back office to Registrations\nSay: Objection Lifted - Account Number XXXXX\nHi,\nThe member XXXXXX has been in touch to advise their objection has been lifted.\nCan you please re apply for their supply?\n\nPriority should be \'MEDIUM\'', NULL, NULL),
	(675, NULL, 'Check MPAN on ECOES to see if we have taken on wrong supply', 620, 'Raise an ET using the ET Guide', NULL, NULL),
	(676, NULL, 'Have customer give evidence of MPAN', 621, 'Preferably a picture', NULL, NULL),
	(677, NULL, 'If wrong raise ET gain', 623, '', NULL, NULL),
	(678, 120, 'If the member is unable to login to their account after a password reset', NULL, '', NULL, NULL),
	(679, NULL, 'Agent should inform Floorwalker', 624, '', NULL, NULL),
	(680, NULL, 'Floorwalker will raise an ENSEK ticket', 625, '', NULL, NULL),
	(681, NULL, 'TICKET DETAILS (COPY AND PASTE)', 626, 'Account Number  ******\nMembers Name - \n\nHello, \n\nA member has attempted a password reset on their online portal account but this hasn\'t worked.\n\nWould you be able to reset this and give me the new password details to inform the member?\n\nMany Thanks,', NULL, NULL),
	(682, 122, 'Reasons for an ET', NULL, 'You should also remember that you can email the ET team at ETs@peoplesenergy.co.uk or call on 0131 460 7078 if this has been cleared with a floor walker.', NULL, NULL),
	(683, NULL, 'Is it an ET?', 627, '', NULL, NULL),
	(684, NULL, 'ET Checklist', 628, '•	Has an ET already been raised?\n•	Are we speaking to our customer?\n(If not we need to contact our customer first)\n•	Have we confirmed the customers address and/or meter points?\n•	Have we checked Ecoes/Xoserve?\n•	Was the cancel in cool off in time? \n•	Do we need to contact the ET team? \n•	Was the switch done through a switching site?\n•	Is the right type of ET being raised?\n•	Have I left a clear account note?', NULL, NULL),
	(685, NULL, 'Common Instances where an ET is Not Required:', 629, '•	Raising ET Losses for supplies we have never had \n•	The customer wishes to cancel in cool off but this has passed.  \n•	An ET being raised when a withdrawal/objection flow could be sent instead.\n       (in this instance contact registrations).\n•	The customer has switched to us using a switching site, with correct information, and is past the cool off period (this is a valid contract). \n•	Someone not named on the account has called to say we have taken over their supply. We must contact our customer first before raising the ET to confirm this.', NULL, NULL),
	(687, NULL, 'Different Reasons for ET', 631, '•	Incorrect MPAN/MPRN - Due to an address mismatch or the wrong meters being picked up by Ensek. \n•	Failed/Unactioned Cancel in Cool Off - The customer has asked for a cancel in cool off within the required timeframe, but this was not done\n•	Customer Service ReturnersOnly for very serious complaints and only for ET gains. \n•	Misleading Information - Customer has been mis sold – quoted the wrong rates for example\n•	Forgery - This is forgery by us to gain a supply – nothing else. Not if the forgery has taken place from an outside party.\n •	Other - This is where none of the above fit the criteria, such as technical issues, the customer is deceased prior to switch or a child has made the switch. \nA clear and simple note must be added as well as a clear account note. ET team will make the final decision on which criteria it fits.', NULL, NULL),
	(688, NULL, 'ET Timescale', 632, '•	We have 20 working days to get a response to an ET.\n•	Once an ET is accepted, the correct supplier has 15 days to re-register for and gain the supply. \n•	These are only guides, we aim to have an ET resolved and fully billed within 7 weeks, but as we are not the only supplier involved this can take longer.', NULL, NULL),
	(689, NULL, 'Can I raise a refund?', 633, 'For more information please see the ET – Refund Guidance document.\nhttps://peoplesenergyco.sharepoint.com/:x:/s/BackOffice/Ea6VXUykjYlcqMv87V2VrhMBokxxsdeHNLI_t3URQ4Ls5w?e=Te2KNM', NULL, NULL),
	(690, NULL, 'You can raise a Refund before we get an acceptance if:', 634, '•	It is the incorrect address\n•	It is incorrect supply points\n•	Proven forgery.', NULL, NULL),
	(691, NULL, 'Situations where we need to have an acceptance before issuing a refund:', 635, '•	Failed cancel in cool off\n•	Miss sell/misleading information/Technical Issues\n•	Customer service returner (goodwill)', NULL, NULL),
	(692, NULL, 'Follow path for incorrect meter details', 636, 'Go to Metering > Metering booking forms > I want to update meter details/Found meter', NULL, NULL),
	(693, 123, 'Is the member responsible for paying for the energy directly?', NULL, '', NULL, NULL),
	(694, NULL, 'The member is an inclusive deal with UniHomes and will be required to contact them about any energy requirements', 637, '', NULL, NULL),
	(695, NULL, 'Have they moved into the property yet or when their tenancy starts?', 638, '', NULL, NULL),
	(696, NULL, 'if their tenancy hasn’t started yet then they cannot change anything in the account due to GDPR', 639, '', NULL, NULL),
	(697, NULL, 'Process a Change of Tenancy into tenants name. They can choose to stay with us or switch away', 640, 'They can only do this if they be responsible in paying for their energy, and their tenancy agreement has begun', NULL, NULL),
	(703, 127, 'Member calls in looking to speak to our Prepayment team', NULL, '', NULL, NULL),
	(704, NULL, 'Advise the member that they have called through to the credit consumer team and you will transfer them through', 643, '', NULL, NULL),
	(705, NULL, 'Whilst on the phone, press the number 2 on the call controls on the left hand side', 644, '', NULL, NULL),
	(706, NULL, 'Enter 0131 510 3169 and press dial', 645, '', NULL, NULL),
	(707, NULL, 'Advise the Prepayment Agent of the information which has already been given and if you have already completed DPA checks', 646, '', NULL, NULL),
	(708, NULL, 'Click Transfer Lines', 647, '', NULL, NULL),
	(709, NULL, 'The member will be transferred over', 648, '', NULL, NULL),
	(711, NULL, 'If no one is available make a note of the member\'s details and update the business team on prepaymenthelp@peoplesenergy.co.uk', 649, 'prepaymenthelp@peoplesenergy.co.uk\nSubject line - Missed call from Acc number XXXXXXX\n\nHi team,\n\nYou were unavailable when a business member called. I have updated the following on their account:\n1)XXX\n2)XXX\n3)XXX', NULL, NULL),
	(712, NULL, 'Raise Back Office ticket to flow exceptions as a LOW priority', 650, 'ask for member to be added to the quarterly meter reading list', NULL, NULL),
	(713, 129, 'Is the IHD screen showing ‘waiting for data’?', NULL, '', NULL, NULL),
	(714, NULL, 'Raise a back office ticket', 652, 'We need to check the status of the meter and check the connection to the IHD', NULL, NULL),
	(715, NULL, 'please request a photo of the IHD and raise a back office ticket for the issue to be investigatedfor the issue to be investigated.', 651, '', NULL, NULL),
	(716, 130, 'The gas meter has a blank screen – holding down one of the 2 buttons for 1 second should wake the meter up', NULL, '', NULL, NULL),
	(722, 131, 'Paperbilling', NULL, 'During sign-up or after sign-up?', NULL, NULL),
	(723, NULL, 'Create a new account task', 656, '\'Billing change send in post\'', NULL, NULL),
	(724, NULL, 'Select \'send bills in post\'', 657, '', NULL, NULL),
	(725, NULL, 'Advise member and leave an account note!', 658, 'Only their bill will be sent\nin the post. All other communication (meter read reminders,\ndirect debit notifications etc) will still be sent via email.', NULL, NULL),
	(726, NULL, 'Create a new account task', 660, '\'Billing change send in post\'', NULL, NULL),
	(727, NULL, 'Select \'do not send bills in post\'', 661, '', NULL, NULL),
	(728, NULL, 'Advise member and leave an account note!', 662, 'The member will no longer receive paper billing and will receive a monthly email reminder that their bill is available on their online portal.', NULL, NULL),
	(729, NULL, 'Set contact email', 655, 'Enter the members email address to \'paperbilling@peoplesenergy.co.uk\'. Remember to take note of their actual email address.', NULL, NULL),
	(730, NULL, 'Create new account task', 664, '\'billing change send in post\'', NULL, NULL),
	(731, NULL, 'Select \'send bills in post\'', 665, '', NULL, NULL),
	(732, NULL, 'Create new account task', 666, '\'create followup\'', NULL, NULL),
	(733, NULL, 'Set follow up for 3-5 days away', 667, 'Leave a note containing the members actual email address and to update it into contact information once task is due.', NULL, NULL),
	(734, NULL, 'Advise member and leave an account note!', 668, 'This member is now set up for paper bills & has their personal\nemail on the account for other communications and DPA\npurposes. They will only receive their welcome pack and bills via the post other communications will be via email.', NULL, NULL),
	(735, NULL, 'A bill will automatically use these reads on the billing day', 669, '', NULL, NULL),
	(736, NULL, 'Generate a bill to ensure balance is accurate with new reads', 670, 'Use \'Billing: Rebilling\' iKnow if unsure', NULL, NULL),
	(737, NULL, 'Leave an account note', 671, '', NULL, NULL),
	(738, NULL, 'Leave an account note', 672, '', NULL, NULL),
	(759, NULL, 'Electric jobs are always booked with magnum', 510, 'Advise the customer we will book the job with magnum and magnum will contact the customer to discuss a date and time that suits. Magnum usually call the customer within a 14 working day timescale to discuss.', NULL, NULL),
	(760, NULL, 'Magnum booking form', 683, 'Account:\nMPAN/MPRN:\nCustomer Name:\nContact Number:\nFault/Requested Work:\nAdditional Info\nSmart Meter installed (Yes/No)\nVulnerability\nParking Restrictions\nMeter Location\nAccess Notes (need a ladder etc)\n*Traditional or S2 Dual Exchange. -', NULL, NULL),
	(761, NULL, '*Does the customer have traditional meters?', 684, '*if the customer has traditional meters and one is faulty we can offer a smet 2 duel exchange for the customer or if they would prefer to keep traditional meters they can. Please advise on booking form next to Traditional or smet 2 duel exchange', NULL, NULL),
	(764, NULL, 'Other faults', 688, 'If you are unsure on a faulty meter always request a photo or a video and speak to a floorwalker who can advise on if the meter is actually faulty.\nIf meter read is going backwards, before booking the job with us we need to add into the additional info if the customer has solar panels?', NULL, NULL),
	(765, NULL, 'Knowledge.', 689, 'If you are unsure on a faulty meter always request a photo or a video and speak to a floorwalker who can advise on if the meter is actually faulty.\nIf gas meter is making a loud noise\nWe need to request a video of the gas meter so we can hear how loud the noise is so we can decide if this needs to be an emergency job or not.', NULL, NULL),
	(766, 137, 'Emergency', NULL, 'Is the customer off supply?', NULL, NULL),
	(768, NULL, 'Carry out checks', 690, 'If the customer has 0 credit and is off supply, we need to get the customer to press number \'7\' on the meter and we need to know what it says. If the meter states \'NOT USED\' then this means the customers meter has gone into credit mode. \nPlease advise the customer to check their appliances to make sure they are fully off supply.\nIf nothing comes up please try number \'8\' and look for the same \'NOT USED\'', NULL, NULL),
	(771, NULL, 'Does the customer have more than 50p in the meters?', 691, 'If the customer has more than 50p in the meters, an emergency job is not required. \nThe customer must be have 50p or less in the meter for this to be an emergency job or magnum will not go out.', NULL, NULL),
	(772, NULL, 'Vend mode', 695, 'If the customer meter has more than 50p in and states \'VEND MODE\' Please still carry out the checks and get the customer to press button \'7\' or/& button \'8\' to see if it says \'NOT USED\'\nThis means the customers meter has gone into credit mode and will the customer will not go off supply.', NULL, NULL),
	(773, NULL, 'Emergency Credit', 696, 'The customer must use all normal credit and also any emergency credit available to them before this can be an emergency job. \nIf customer pressed the above buttons and has \'EMERGENCY CREDIT USED\' on the meter, this means that the meter is still in pre pay mode and they will go off supply. \nAdvise customer to call us back when the meter is below 50p.', NULL, NULL),
	(774, NULL, 'EMERGENCY CREDIT USED', 692, 'If customer pressed the above buttons and the meter states \'EMERGENCY CREDIT USED\' this means the meter is still in pre pay mode and there is no emergency credit left and we can book an emergency job using the below form.', NULL, NULL),
	(775, NULL, 'Vend mode', 697, 'If the customer meter states \'VEND MODE\' and are off supply we still need to carry out the above checks to make sure the meter has not gone into credit mode and the supply is actually still on. \nSometimes \'VEND MODE\' means the customer cannot top up, but if they try their appliances they may still work as the meter can sometimes still change over to credit mode and not state \'NOT USED\'', NULL, NULL),
	(776, NULL, 'Unsure?', 698, 'If you are unsure if the customer will go off supply or not, advise the customer to use an appliance while you are on the call.\nIf the credit in the meter drops this means the customer can potentially go off supply. \nIf the credit in the meter doesn\'t move then the customer should not go off supply.', NULL, NULL),
	(777, NULL, 'Unsure?', 699, 'If you are unsure if the customer will go off supply or not, advise the customer to use an appliance while you are on the call.\nIf the credit in the meter drops this means the customer can potentially go off supply.\nIf the credit in the meter doesn\'t move then the customer should not go off supply.', NULL, NULL),
	(778, NULL, 'Off supply', 700, 'Account:\nMPAN/MPRN:\nCustomer Name:\nContact Number:\nFault/Requested Work:\nSmart Meter (Yes/No)?\nVulnerability\nParking Restrictions\nMeter Location\nAccess Notes (need a ladder etc)\nHas customer carried out all checks?', NULL, NULL),
	(779, NULL, 'Under 50p in meter', 701, 'Account:\nMPAN/MPRN:\nCustomer Name:\nContact Number:\nFault/Requested Work:\nHow much credit on meter?\nSmart Meter (Yes/No)?\nVulnerability\nParking Restrictions\nMeter Location\nAccess Notes (need a ladder etc)\nHas customer carried out all checks?', NULL, NULL),
	(780, 140, 'Incoming Call', NULL, 'Where member asks to speak to someone else', NULL, NULL),
	(781, NULL, 'Find out the details of the members issue', 702, 'Assure the member they\'re speaking to the right person and offer to help', NULL, NULL),
	(784, NULL, 'Member accepts this offer', 703, 'Handle as normal', NULL, NULL),
	(785, NULL, 'Member insists on an escalation', 704, 'And does NOT ask specifically for a manager', NULL, NULL),
	(786, NULL, 'Update notes', 705, 'End call', NULL, NULL),
	(790, NULL, 'Manager insists on an escalation', 707, 'And asks specifically for a manager', NULL, NULL),
	(791, NULL, 'Contact a floorwalker', 706, 'Directly or via TEAMS', NULL, NULL),
	(792, NULL, 'Transfer the call', 709, 'Or arrange a call back if not immediately available, remembering to update the notes.', NULL, NULL),
	(793, NULL, 'Contact your own manager first', 708, 'Is your manager available?', NULL, NULL),
	(794, NULL, 'If your manager is unavailable', 710, 'Contact any available manager on TEAMS', NULL, NULL),
	(795, NULL, 'Transfer the call', 711, 'Or arrange a call back, remembering to update the notes', NULL, NULL),
	(796, NULL, 'Transfer the call', 712, 'Or arrange a call back, remembering to update the notes', NULL, NULL),
	(798, NULL, 'Should no one be available', 714, 'Email Teamleaders@peoplesenergy.co.uk providing full details', NULL, NULL),
	(799, NULL, 'Should no one be available', 715, 'Email Teamleaders@peoplesenergy.co.uk providing full details', NULL, NULL),
	(800, 142, 'Third Party Sales', NULL, 'Who works these?', NULL, NULL),
	(803, NULL, 'Who works these?', 719, 'Money Expert and Don\'t Waste Money', NULL, NULL),
	(804, NULL, 'Who works these?', 720, 'Consumer Helpline based in Swansea\nCall Centre 33 based in Sheffield\nOrgan based in Norwich', NULL, NULL),
	(805, NULL, '', 721, 'When they call out they advise they work for Peoples Energy however if a member asks where they are based they will say one of the above locations and advise they are calling on behalf of Peoples Energy', NULL, NULL),
	(815, 146, 'Do you need to ask a FW a question', NULL, '', NULL, NULL),
	(816, NULL, 'Resolve Call/Ticket', 729, '', NULL, NULL),
	(817, NULL, 'Have you checked iKnow for the answer?', 730, '', NULL, NULL),
	(818, NULL, 'Check iKnow for the answer', 731, '', NULL, NULL),
	(819, NULL, 'Is the customer on the Phone or Live Chat ?', 732, '', NULL, NULL),
	(820, NULL, 'Raise a Freshdesk ticket to the floorwalkers', 733, 'When raising a Ticket/Child ticket to the floorwalkers. Please ensure that the "Contact" is yourself. The "Group" is set to Floorwalkers and the "Agent" is left blank.', NULL, NULL),
	(821, NULL, 'Is the issue urgent?', 734, '', NULL, NULL),
	(822, NULL, 'Raise a Freshdesk ticket to the floorwalkers', 735, 'When raising a Ticket/Child ticket to the floorwalkers. Please ensure that the "Contact" is yourself. The "Group" is set to Floorwalkers and the "Agent" is left blank.', NULL, NULL),
	(823, NULL, 'Teams Message or Teams call a Floorwalker directly', 736, 'The current Floorwalkers are: \n\nBrian Sutherland - Works Mon - Fri , 9am - 5pm \nCaitlin Allardice - Works Mon - Fri , 9am - 5pm \nRoss McMullen - Works Mon - Fri , 9am - 5pm \nLukasz Kolcz - Works Mon - Fri , 9am - 5pm \n\nDaniel Cochrane - Works Tues - Sat , 12pm - 8pm \nJames Gray - Works Sun - Thurs , 12pm - 8pm', NULL, NULL),
	(824, 149, 'Is it urgent? (off supply etc.)', NULL, 'Does this ticket require an immediate response? Almost no email-based tickets require a response unless the member is in some way at risk.', NULL, NULL),
	(825, NULL, 'Reach out to a floorwalker or team leader on teams', 737, 'If a ticket is this urgent, don\'t wait! Speak to a team member and get an answer.', NULL, NULL),
	(826, NULL, 'Navigate to the toolbar on the right of your ticket', 738, 'If you can\'t see any toolbar, you need to click the \'expand\' icon in the top right', NULL, NULL),
	(827, NULL, 'Scroll down to \'PARENT CHILD\', click \'Create a child ticket\'', 739, 'If you cant see \'create a child ticket\', click on \'PARENT CHILD\' first', NULL, NULL),
	(828, NULL, 'IMPORTANT: Change group to Floorwalkers OR Complaints queries, Change Status to Open', 740, 'If you don\'t choose the correct group, they won\'t see it! Very important you do this.\nContact: Your email address - no need to change that\nSTATUS: has to be OPEN\nGroup: Floorwalkers (for general queries & questions) OR Complaints (for help with specific complaints)\nAgent: leave as \'--\' - do not select any names', NULL, NULL),
	(829, NULL, 'Make sure all the information needed is in the description', 741, 'Please be specific with your enquiry to help resolve it faster. If the floorwalker or resolutions agent needs to contact you back to clarify, the ticket will take longer to resolve.', NULL, NULL),
	(830, NULL, 'You\'re done!', 742, 'The agent will review your ticket, complete actions required and resolve the ticket. You will receive an email when your ticket is resolved so you know action has been taken. They will reach out to you if it\'s a query to give you more information.', NULL, NULL),
	(834, 152, 'We currently don\'t have any Feed in Tariffs', NULL, 'If a member has solar panels, this WILL NOT affect their payments with us currently. They will need to set up a feed in tariff with another supplier.', NULL, NULL),
	(835, 136, 'What is a found meter?', NULL, 'A found meter is where the meter was exchanged before we had the supply but was not updated on the national database, therefor we hold the old MTDS.', NULL, NULL),
	(836, NULL, 'Indications of a Found Meter', 744, 'If the customer has been inputting reads and they do not register. (request a photo of the meter) \nIf the customer sends in a photo of their meter and the MSN does not match. (main one)', NULL, NULL),
	(837, NULL, 'Process', 745, 'If the customer has send in a photo if their meter and the MSN does match then this means there is a wider problem and there is nothing metering can do to fix this. \n\nIf the customers MSN on the photo doesn\'t match, we need to look at the exchange sticker and see if we hold the old MTDS - if this is correct we can update. \nIf not this usually means there is a missed meter exchange or this could be an incorrect supply. (Metering would investigate)', NULL, NULL),
	(838, NULL, 'What do I do for a found meter?', 746, 'If the customer MSN doesn\'t match and the meter was exchanged before the supply came over to us, We need to make sure we have a full photo of the meter and any exchange details that are on or around the meter. \n***IF THERE ARE NO METER READS ON THE ACCOUNT WE NEED 2 METER READS FROM THE CUSTOMER AROUND 7 DAYS APART BEFORE WE CAN UPDATE***\n\nOnce you have this info, you can then raise a back office help desk ticket under medium priority and metering will send it away to get the details updated.', NULL, NULL),
	(839, NULL, 'Additional info.', 747, 'The timescales for this is usually around 2 weeks for it to be updated - \n\nif you notice no update after 2 weeks then you can raise a ticket to chase this under medium priority and one of the metering team will give you an update.\n\n\nIf you cant see the info on the meter i.e blurry photo (if you cant see it, we wont be able to either )or half the meter missing from the photo, we will not accept these photos, these tickets will be pushed back until relevant info has been given.*\n\n*If the yellow sticker is blank, get a photo and send anyway as we still need proof.*\n\nClick next for a ticket template', NULL, NULL),
	(840, 135, 'Meter Moves', NULL, 'Electric meter moves are done by Magnum. \n\nGas meter moves over 1m are done by the networks (they will do the full job inc putting customer back on supply)', NULL, NULL),
	(841, NULL, 'Info', 748, 'All meter moves that are moving 1m or less are covered under the standard call out fee of £105.\nPlease take payment before raising this job as a ticket.\nMagnum will move gas meters that are 1 m or less anything over this the customer will need to get the networks to move their gas meter.\nAny *electric meter being moved over 1m there will be a site investigation for and magnum will issue the price.\nWe must know the exact distance the meter will move & have photos of the current meter position and where it is moving to.\nAll booking forms for meter moves must have the following information.', NULL, NULL),
	(846, NULL, '', 749, 'Account Number >\nCustomer Name >\nContact Name >\nContact Telephone Number >\nFull Address including Post Code >\nVulnerabilities>\nMPAN>\nExisting Elec MSN>\nMPRN>\nExisting Gas MSN>', NULL, NULL),
	(847, NULL, '', 750, 'Photos of current meter & set up >\nCurrent meter position? >\nExact distance meter is being moved? >\nWhere the new position of the meter is? >\nAny work booked with DNO and date? (see above note) * >\nIF NG/Cadent are attending will the customer be left off supply after works completed? >\nIs the current meter setup unsafe? >\nIf the current set up is safe is it moving for cosmetic reasons? >\nMeter type required if original meter is needing to be changed? >\nAny specialist stock required that you are aware of? >', NULL, NULL),
	(848, NULL, 'Fill all Relevant questions', 751, 'Please make sure to ask the customer all the questions and get as much info as possible then raise a medium priority ticket with either photos attatched or on the account. - Make sure to attatch the full booking form (both sections).\n\nMagnum will contact all customers roughly within a 2 week time scale to have these site investigations and jobs booked in.  (please note this may differ at the moment due to Covid-19)', NULL, NULL),
	(849, 134, 'Knowledge', NULL, 'If the customer has just got a new supply put into the property or are moving in to a Newley built house that has no connection yet. - New connection, We book this a different way to normal bookings. \nYou still fill out the booking form as normal but we need to check that we physically have taken over the supply on the national Database (On Ecoes this needs to be showing as Traded under the trading status and not Registered & for gas the shipper must be Peoples energy)- if we do hold the supply we can take payment for the job and it will depend if the customer is living in the property as to weather this be booked as an emergency job or a standard job.', NULL, NULL),
	(850, NULL, 'New house and moved in already - Emergency job', 752, 'We would book an emergency job as normal, as long as we hold the supply and Ecoes is showing as Traded and we have a shipper on Xoserve.The reason we would book an emergency job for this is because there is someone just moved into the property with no supply therefor we can book as an emergency. Make sure to fill out the emergency job form stating this is a new connection and send it to meterjobs@peoplesenergy.co.uk', NULL, NULL),
	(851, NULL, 'New house and not moved in yet - Standard job', 753, 'If the customer does not live in the property at the moment we can book this as a normal new connection job where there would be timescales of roughly 2 weeks (again this can change due to Covid -19). Because there is no one living in the property at the moment we can\'t class as an emergency this would be a normal new connection. Make sure that Ecoes is set as Traded and we are the shipper for gas. You would fill out a normal job form and raise a ticket as medium priority (if the customer has gave you a move in date and they know exactly when they are moving in the property, raise this as a high priority and we can try out best to get them on supply for moving in).', NULL, NULL),
	(852, NULL, 'Why?', 754, 'If the customer would like to change their meter type we need to know why? \nWe would then take payment for the job to get the meter type exchanged if required & raise a ticket as medium priority with a job form filled in and we can then book.\n\nIf the customer wants S2 upgrade, this is free of charge for the moment. \n\nWe do not install Smart E7 meters, These would need to stay or be exchanged for traditional.', NULL, NULL),
	(853, 153, 'Request reads to be invalidated by a team leader or query support agent', NULL, 'You cannot invalidate readings, please provide account information & readings to be invalidated to a team leader or floorwalker.', NULL, NULL),
	(854, 155, 'Member mentions feedback', NULL, '', NULL, NULL),
	(855, NULL, 'Is the feedback about our MST agents or third party?', 755, 'Third party could be: Magnum engineers, Door to door sales people, call sales. \nMST is our agents or any of the People\'s Energy colleagues', NULL, NULL),
	(857, NULL, 'Potential complaint', 756, 'If the feedback sounds like a complaint - follow the complaints process.\nIf it is positive - pass it on to your manager or colleagues', NULL, NULL),
	(858, NULL, 'Use the link below to fill out the form', 757, 'https://forms.office.com/Pages/ResponsePage.aspx?id=5ZTA2q6kLk2B_bN0sIrN7GteZXMs1h9ChXTTpaUzsNxUM0tROTJLRkE2OTlLOUQzSTNLV0U0MU8zSi4u', NULL, NULL),
	(859, NULL, 'Fill out each field', 758, 'Please fill out each field and click \'Submit\'', NULL, NULL),
	(860, 157, 'Metering booking forms.', NULL, 'Please use these booking forms. \n*If they are not used or filled in correctly we will not process any requests until the process has been followed correctly.\nPLEASE NOTE - MAGNUM CURRENTLY HAVE A 2 MONTH BACKLOG FROM LOCKDOWN SO PLEASE SET THIS EXPECTATION WITH MEMBER.', NULL, 'center'),
	(861, NULL, 'Update Mtds', 759, 'Full Photos attached to account inc exchange sticker? \nMSN on Ensek match exchange sticker?\n2 reads on account at least 1 week apart? \nAccount number – \nCustomers Name – \nCurrent MPAN/MPRN – \nCurrent MSN – \nNew MSN – \nMeter Mechanism (CR/PP)? \n**IF THERE ARE NO READS PLEASE OBTAIN 2 READS 1 WEEK APART BEFORE RAISING**', NULL, NULL),
	(862, NULL, 'Process', 760, 'You need to have the following before you can raise a ticket for a Meter move.\nDo you have photos of the current location and where the meter is being moved to? Y - Raise ticket  ; N - Request these.\nDo you know the exact or rough distance the meter is being moved? Y - raise ticket ; N - request this. \n- Once you have the above you can then raise a ticket.\n\nBOOKING FORM BELOW.', NULL, NULL),
	(863, NULL, 'Part 1', 763, 'Account Number >\nCustomer Name >\nContact Name >\nContact Telephone Number >\nFull Address including Post Code >\nVulnerabilities>\nMPAN>\nExisting Elec MSN>\nMPRN>\nExisting Gas MSN>\nCovid or lockdown>', NULL, NULL),
	(864, NULL, 'PART 2 - This needs to be added with the above.', 764, 'Photos of current meter & set up >\nCurrent meter position? >\nExact distance meter is being moved? >\nWhere the new position of the meter is? >\nAny work booked with DNO and date? (see above note) * >\nIF NG/Cadent are attending will the customer be left off supply after works completed? >\nIs the current meter setup unsafe? >\nIf the current set up is safe is it moving for cosmetic reasons? >\nMeter type required if original meter is needing to be changed? >\nAny specialist stock required that you are aware of? >', NULL, NULL),
	(865, NULL, 'Faulty meter *if customer has S2 meter, raise with Smart.', 761, 'Account:\nMPAN/MPRN:\nCustomer Name:\nContact Number:\nFault/Requested Work:\nSmart Meter installed (Yes/No)\nVulnerability\nParking Restrictions\nMeter Location\nAccess Notes (need a ladder etc)\nWould the customer like a traditional or S2 Dual Exchange?\nCovid symptoms or Local lockdown?', NULL, NULL),
	(866, NULL, '*Raise with smart if..', 765, 'Customer has a Smet 2 meter and the customer cannot read their meter screen, raise this with smart as they can tap into the meter and see if there is an error and try and sort it at their end. If they cannot sort it and the customer needs an exchange they will book this.', NULL, NULL),
	(867, NULL, 'EMERGENCY - OFF SUPPLY', 762, 'Account >\nMPAN/MPRN>\nCustomer Name>\nContact Number>Why are they off supply? \nHave they checked Trip switches and ECV? >\nSmart Meter (Yes/No)Vulnerability>\nParking Restrictions>\nAccess Notes (need a ladder etc)>\nAny Covid Symptoms or local lockdown?', NULL, NULL),
	(868, NULL, 'Meter move payments', 766, 'Any meters being moved 1m or less will have a cost of £105. \n\nAnything over 1m will require a site investigation with magnum, once the site investigation is complete they should tell us the price.\nWe should still take a standard £105 for these jobs and once we get the price through after the site investigation we will get in touch with you to make contact with the customer for additional payments if required.', NULL, NULL),
	(870, 158, 'Do you need to use a BACs form ?', NULL, 'There are certain situations were you will need a BACs form. \n1. The customer is looking to be refunded more than they have paid us. \n2. We are refunding to a different bank account', NULL, NULL),
	(871, NULL, 'Follow the normal refund process', 767, '', NULL, NULL),
	(872, NULL, 'Locate the BACs form on the intranet', 768, 'https://forms.office.com/Pages/ResponsePage.aspx?id=5ZTA2q6kLk2B_bN0sIrN7GVH_YZ5pDJIi0qv7OJUCJBUNFE3UjNFWjRJRUc4TTVCVTA2TDJLQ0E1TCQlQCN0PWcu', NULL, NULL),
	(873, NULL, 'Add Account adjustment task to debit the refund amount', 769, 'Reason Codes: \n\nAccount adjustment \n\nWrite Off \n\nDebit', NULL, NULL),
	(874, NULL, 'Can the customer smell gas or detect a leak?', 526, '', NULL, NULL),
	(875, NULL, 'Smell of gas or leak - customer should contact their networks.', 771, 'If the customer can smell gas or detect a leak they must call their networks - emergency number (0800 111 999) to make the supply safe before we go out. \nPlease advise of the below. \nOpen doors and windows to ventilate the property.\nTurn off the main gas tap – it’s usually near your gas meter. Turn off all gas appliances.\nDon’t use mobile phones, light switches or any other electrical switches.\nDon’t smoke or light matches.\nStay outside until you’re told it’s safe to go back in.\n**ONCE THE NETWORKS ATTEND THEY WILL ADVISE IF THE CUSTOMER NEEDS TO CONTACT US TO GET BACK ON SUPPLY OR NOT**', NULL, NULL),
	(876, NULL, 'No smell of gas or leak detected.', 772, 'Is the meter displaying ON or OFF? \nIf the meter is displaying OFF please try changing this to ON, if the meter is ON and customer is still off supply then an emergency job is needed.', NULL, NULL),
	(877, NULL, 'EMERGENCY APPOINTMENT NEEDED', 773, 'Check in with a Team Lead or Floorwalker for permission to schedule the emergency appointment, using the information you have gathered. Fill out the emergency appointment form which can be found in the METERING BOOKING FORM SECTION in iknow. Send this to Metering Non-smart as a Email and call the emergency line -\n\n0131 460 7076', NULL, NULL),
	(879, NULL, 'Ticket Template', 776, '**MEDIUM PRIORITY TICKET**\n• I have attached full clear pictures of the meter to the account incl exchange sticker? Y/N\n• Does the MSN on Ensek match the MSN on the exchange sticker?\n• Account Number; -\n• Customers Name; -\n• Contact number; -\n• Current MPAN/MPRN; -\n• Current MSN; -\n• New MSN; -\n• Meter Mechanism: - Credit or Prepay?', NULL, NULL),
	(883, NULL, 'Inform Member of Appointment Details', 781, 'The member should be informed that an engineer will attend within 4 hours and they must remain available in the property to receive them.\nCheck the MAM code on XOServe. If the code is GTM the appointment is booked through National Grid. If it is anything else it is booked through Magnum.\nIf the appointment is booked through Magnum, the member must be informed that their new meter will be a credit meter as Magnum does not stock prepayment meters.\nIf it is booked through National Grid they will provide a prepayment meter.', NULL, NULL),
	(885, 161, 'New connection', NULL, 'A new connection is when the customer already has electric and they now want a gas meter installed into the property as they never had gas before OR if the customer is moving into a new build and have no electric or gas supply with no meters installed', NULL, NULL),
	(886, NULL, 'Add gas meter into property', 783, '-First the customer needs to contact their DNO who will then generate an MPRN for the customers property. \n- You then need to raise this with REG to take over the supply which will take the normal 21 days. \n-Then on the first day of supply you must raise with metering who will then book a new connection in with magnum which can take a further 2 weeks to get a meter installed.', NULL, NULL),
	(887, NULL, 'When would we book this as an emergency on the first day off supply?', 785, 'We would book this as an emergency on the first day off supply if the customer has changed their heating system and has no heating, with kids in the property or high vulnerabilities. If the customer has just moved into a new build property and there is no supply or meters at all. See next field >>>\n- IF NONE OF THE ABOVE APPLY THIS WILL BE NORMAL TIMESCALES OF A 5 WEEK PROCESS\n**21 days for us to take over the supply then a further 2 weeks for magnum to attend and install meters**', NULL, NULL),
	(888, NULL, 'Emergency', 784, 'Once the customer has had the MPRN generated and we have the supply, we would book this as an emergency job on the 1st day of supply if the customer has already moved into the property but has no source of supply yet.\nWe would book an emergency job to go out and get the Electric and/or gas meters installed to the property on the same day or within 4 hours.', NULL, NULL),
	(889, NULL, 'Customer is not living at the property yet', 786, 'If we have TAKEN OVER THE SUPPLY for the property but the customer is not yet living there, then you must follow the normal new connections process and raise with metering on the first day of supply, where metering would raise this with magnum as a new connection and it could take up to 2 weeks for the meters to be installed into the property. \n**if the customer has a move in date and its before the 2 week timescale that magnum would attend the property we can either give magnum the date to see if they can attend on the move in date, if magnum cannot attend on the move in date we would treat this as an emergency on the day the customer moves into the property', NULL, NULL),
	(890, NULL, 'Complete call', 787, '', NULL, NULL),
	(893, NULL, '', 790, '"Christmas is like candy; it slowly melts in your mouth sweetening every taste bud, making you wish it could last forever." – Richelle E. Goodrich', NULL, NULL);
/*!40000 ALTER TABLE `block` ENABLE KEYS */;

/*!40101 SET SQL_MODE=IFNULL(@OLD_SQL_MODE, '') */;
/*!40014 SET FOREIGN_KEY_CHECKS=IF(@OLD_FOREIGN_KEY_CHECKS IS NULL, 1, @OLD_FOREIGN_KEY_CHECKS) */;
/*!40101 SET CHARACTER_SET_CLIENT=@OLD_CHARACTER_SET_CLIENT */;
