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-- Host:                         pe-ensek-mirror-mysql-live.clri0keulv9t.eu-west-2.rds.amazonaws.com
-- Server version:               5.7.26-log - Source distribution
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-- Dumping data for table peoplesenergy_ppe.block: ~1,181 rows (approximately)
/*!40000 ALTER TABLE `block` DISABLE KEYS */;
INSERT INTO `block` (`id`, `parent_category_id`, `title`, `parent_response_id`, `description`, `updated_at`, `align`) VALUES
	(66, 59, 'Click \'Handle Inbound Call\'', NULL, '', NULL, NULL),
	(110, 25, 'To process a bereavement we need certain information:', NULL, '', NULL, NULL),
	(111, NULL, 'Callers Details', 98, 'name, contact number, email address and relationship to deceased', NULL, NULL),
	(112, NULL, 'Executor\'s Details', 99, 'this is the person or institution appointed to carry out the terms of the will – make sure you get their contact details (it may or may not be the person calling)', NULL, NULL),
	(113, NULL, 'Deceased’s Details', 100, 'their name, supply address, date of death and account number', NULL, NULL),
	(114, NULL, 'Property Details', 101, 'what is happening to the property?\n\nIs it being sold or is rented property etc...', NULL, NULL),
	(115, NULL, 'Request the Death Certificate', 102, 'Request a copy of the death certificate to be emailed to prepaymenthelp@peoplesenergy.co.uk and a member of the bereavement team will be in touch. \n\nIf a copy of a death certificate comes directly to us in a PP email then please raise a child ticket to the bereavement champions and they will work this.', 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),
	(150, NULL, 'Click "I\'m Moving Out"', 133, 'You will then click already Moved on the next screen\n\nMove 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),
	(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.', 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..', 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.', 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, Floorwalker will confirm that they have sent the flows', 307, 'Cancel in Cool Off flow up to 3 days before the supply starts. We will still need to follow up on this cancellation up until SSD to ensure it goes through. To Learn how to follow up on this - Please go back and use the process is this the customer in the 14 day cooling off period >Yes direction.', 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, 'Follow \'Quote/Sign up\' iKnow guide', 322, '', NULL, NULL),
	(346, NULL, 'Follow \'Quote/Sign 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 complaints champions, tl\'s or a fw specific 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, 'Using both Freshdesk and Ensek Account History Identify if an open complaint already exists for this member. If you have offered to Raise a complaint for the member and they decline we would raise this as a Voice of Dissatisfaction', NULL, NULL),
	(351, NULL, 'Freshdesk Ticket Properties', 328, 'Ensure the ticket type is logged as VOD (Voice of Dissatisfaction and fill in the appropriate form on the intranet (this may be 3rd Party feedback/VOD)', NULL, NULL),
	(352, 48, 'Recognise if a Customer may want to be added', NULL, '- The agent recognises and picks up on any triggers that would require a \'vulnerability conversation\'  for example, mentioning that they have health issues, have a pension, mentioning their children. \n- The PSR script is mentioned to the member in full and the member agrees to be placed onto the PSR ( if no agreement, no changes can be made to the account due to data sharing)', 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 FreshDesk Ticket', 335, '', NULL, NULL),
	(361, NULL, 'Select Type as Complaint', 336, '', NULL, NULL),
	(362, NULL, 'Write a detailed description on the their FreshDesk Ticket and give them 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', 341, 'scroll down to account history and add a note by clicking the plus sign and add comment stating, *Complaint : (REF NO) \n\nremember this is the Freshdesk Ticket ID', NULL, NULL),
	(378, 34, 'Go to the ‘All Active Tasks’ section on ENSEK', NULL, 'If a member has multiple accounts with us,  send an email to homemoves@peoplesenergy.co.uk to request that the accounts are connected. \n\nIn the email, 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.', 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 available to the member', 366, 'Disclose the following to the member:\nType of Tariff | Tariff Cost | Length of Tariff | Monthly Amount | Payment Type | 14 day Cooling off period| Standing Charge | Unit Price | Exit Fees', 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 Prepayment consumer team and you will transfer them through', 380, '', NULL, NULL),
	(409, NULL, 'Whilst on the phone, press the warm transfer on the call controls ', 381, '', NULL, NULL),
	(410, NULL, 'Enter +441313701770 and press 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, 'Click Transfer Lines', 384, '', NULL, NULL),
	(413, NULL, 'The member will be transferred over', 385, '', NULL, NULL),
	(415, NULL, 'Complete', 388, '', 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 not £500\nAny amount high 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),
	(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.', 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 Back Office ticket to Registrations\nAdd a note with the following information :\n\nThe member XXXXXX has been in touch to advise their objection has been lifted. \n\nCan you please re apply for their supply?', 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.', 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.', 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, 'Erroneous Transfers must be approved by a Team Leader before raising through Ensek.', 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.', 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.', 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.', NULL, NULL),
	(529, NULL, 'Check the following', 488, 'Only a TL can authorise an ET to be raised - please consult a TL before processing this in the System \n\nIf the supply has not left us we would not raise an ET', NULL, NULL),
	(530, NULL, 'If they are, this may be how the switch was initiated, and is not an ET', 489, '', 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),
	(542, NULL, 'Raise a Back office Ticket to Registrations', 500, 'Include the following info :\n\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),
	(568, 106, 'Member advises that they are off supply', NULL, '', NULL, NULL),
	(570, NULL, 'Can the customer smell gas or detected a leak?', 526, 'If so the customer must call the emergency number (0800 111 999) to make the supply safe before we go out. Please 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.\n 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.', 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),
	(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),
	(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, 'N - Credit Meter\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, 'Untitled Block', 585, 'The following codes mean\n0 - Unknown | 1- Cellar | 2- Under Stairs\n3 - Hall | 4 - Kitchen | 5- Bathroom\n6 - Garage | 7- Canteen | 8 - Cloakroom\n9 - Cupboard | 10 - Domestic Science | 11 - Front Door\n12 - Hall Cupboard | 13 - Kitchen Cupboard | 14 - Under Sink 15 - Landing |16 - Office | 17 - Office Cupboard \n18 - Outside WC | 19 - Pantry', 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, 'Raise a Back Office Ticket', 619, 'Raise a back office ticket to Registrations. \nAdd a note with the following. \nThe member XXXXXX has been in touch to advise their objection has been lifted. \nCan you please re apply for their supply?', NULL, 'center'),
	(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, 'This may be done via a Child Ticket or Email to DSS', 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),
	(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, 'Call Back / Transfer', 640, 'Advise customer to contact the correct line and issue telephone number or If they are willing to hold we can transfer them to the correct queue', NULL, NULL),
	(698, 124, 'Does the member smell gas?', NULL, '', NULL, NULL),
	(699, NULL, 'Advise to leave property and call 0800 111 999', 642, '', NULL, NULL),
	(700, NULL, 'Open as many windows as possible, don\'t light any open flames, go to the meter and turn the valve (emergency safety valve) in line with the pipe to switch off the gas', 641, '', NULL, NULL),
	(706, 128, 'Meter mismatch', NULL, 'This usually happens when an old key or a key that has been programmed in another meter is inserted', NULL, NULL),
	(707, NULL, 'Advise member on their RTi code so that they can collect a new key', 645, 'A new key can be obtained through;\n-PayPoint: https://consumer.paypoint.com/\n-Payzone: https://www.payzone.co.uk/consumers/ outlet.\n-Or a key being posted out\nAlthough top ups can be made at a Post Office, they do not carry replacement keys', NULL, NULL),
	(708, 129, 'Key was taken out of the meter too soon', NULL, '', NULL, NULL),
	(709, NULL, 'Reinsert key', 646, '', NULL, NULL),
	(713, 131, 'This is usually due to there being insufficient funds', NULL, '', NULL, NULL),
	(714, NULL, 'Ensure member has topped up enough to cover any charges', 649, 'Charges the member may need to consider:\n- Emergency credit/ Friendly emergency \n- Standing Charges', NULL, NULL),
	(715, 132, 'This can be due to a fault with the key or the meter', NULL, '', NULL, NULL),
	(716, NULL, 'Check for any obvious errors', 650, '', NULL, NULL),
	(717, NULL, 'Advise member on RTi so they can collect a replacment key', 651, 'A new key can be obtained through;\n-PayPoint: https://consumer.paypoint.com/\n-Payzone: https://www.payzone.co.uk/consumers/ outlet.\n-Or a key being posted out\nAlthough top ups can be made at a Post Office, they do not carry replacement keys', NULL, NULL),
	(718, NULL, 'If problem persists with a new key, book a faulty meter appointment', 652, '', NULL, NULL),
	(719, 142, 'Does the meter have credit on it?', NULL, '', NULL, NULL),
	(720, NULL, 'Insert card', 653, '', NULL, NULL),
	(721, NULL, 'Press and hold the A button', 654, '', NULL, NULL),
	(722, NULL, 'Follow the instructions on the meter', 655, '', NULL, NULL),
	(723, 139, 'Is the gas supply ON or OFF?', NULL, '', NULL, NULL),
	(724, NULL, 'Continue as normal. Book a\nnon-emergency appointment as at some point in the future the meter will go OFF', 656, '', NULL, NULL),
	(725, 138, 'Battery low and so meter will need replaced', NULL, 'Continue as normal. Book a non-emergency appointment as at some point in the future the meter will go OFF', NULL, NULL),
	(726, 134, 'Does the display say ON or OFF?', NULL, '', NULL, NULL),
	(727, NULL, 'Credit will not have transferred. Capture current credit balance', 657, '', NULL, NULL),
	(728, NULL, 'Arrange for an engineer from National Grid to attend.', 658, '**Call Help is caused by either a knock, vibration or the credit running out.', NULL, NULL),
	(729, NULL, '', 659, 'The engineer will exchange the meter for the same type and leave you with £10 EMCR until a new card arrives in the post in 3days time. Please insert the new card to your meter before going to the shops to top up. Any of the EMCR and standing charges you use during this time will need to be paid back at your first top up. I will arrange for a refund of the £xx for the credit currently on the meter & your top up which will automatically transfer to your card at the same time. The meter will use your top up to pay back the EMCR used and then your refund for today’s top up will also transfer on to the meter. The meter will then revert to the normal £5 EMCR being available.', NULL, NULL),
	(730, 135, 'Is this the\ncorrect card for this meter?', NULL, '', NULL, NULL),
	(731, NULL, 'Has the meterbeen exchanged or reset recently?', 660, '', NULL, NULL),
	(732, NULL, 'Clean the card with a cotton cloth and reinsert ensuring it is the correct way around', 661, '', NULL, NULL),
	(733, 136, 'Ask the member to wipe the card with a clean cotton cloth and reinsert.', NULL, '', NULL, NULL),
	(734, NULL, 'Is there a new error message?', 662, '', NULL, NULL),
	(735, 143, 'Ask the member to wipe the card with a clean cotton cloth and reinsert.', NULL, '', NULL, NULL),
	(736, NULL, 'Is there a error message on the screen?', 663, '', NULL, NULL),
	(737, NULL, 'Book emergency meter appointment', 664, '-Fill out the emergency meter job form found on the intranet\n-Advise member that an engineer will be out in the next 4 hours\n-Send meter job form to meterjobs@peoplesenergy.co.uk with \'EMERGNECY METER JOB\' as the subject', NULL, NULL),
	(738, NULL, 'Is the gas supply ON\nor OFF? ', 665, '', NULL, NULL),
	(739, 137, 'Customer informs they have lost their card', NULL, '', NULL, NULL),
	(740, NULL, 'What is the Scanerio?', 667, '', NULL, NULL),
	(741, 140, 'This will usually appear when the meter is having trouble either reading the card or displaying the requested information', NULL, '', NULL, NULL),
	(742, NULL, 'Remove card and wait for a couple of minutes before re-inserting', 668, '', NULL, NULL),
	(743, NULL, 'Book a meter appointment', 669, '', NULL, NULL),
	(744, 145, 'Check we are not current supplier', NULL, 'Please note - During the Sign Up process their are specific compliance factors we need to hit re T+C\'s etc.. please take note of everything in each step of this process', NULL, NULL),
	(745, NULL, 'Check meter type in Ecoes and XOServe', 670, '', NULL, NULL),
	(746, NULL, 'Go to Handle Inbound Call', 671, '', NULL, NULL),
	(747, NULL, 'New customer', 672, 'Take potential member name\nYou should address them with their preferred name from this point on in the call\nYou must ask them what they find important in a tariff - this is required for Compliance', NULL, NULL),
	(748, NULL, 'Start Quote', 673, '', NULL, NULL),
	(749, NULL, 'Enter Postcode and click \'lookup address\'', 674, 'Select address from drop down menu and click continue (manually enter address if needed)', NULL, NULL),
	(750, NULL, 'Choose Fuel Type and Prepayment from Payment Type', 675, 'Currently we only do Electric or Dual Prepay\n\nWE MUST INFORM THE CUSTOMER THE FOLLOWING\nThe name of the tariff \nType of Tariff - variable/fixed etc..  \nExit Fees\nPayment Type - Where they can Top up etc.. \nLength of Tariff\nProjected Monthly Cost', NULL, NULL),
	(751, NULL, 'Select Meter Type', 676, '', NULL, NULL),
	(752, NULL, 'Enter Annual consumption figures', 677, 'These can be based on AAC, EAC, or produced by the Consumption Calculator.\n\nIf member is unsure, ask if they have received any statements from their previous supplier. An annual statement would have this amount.', NULL, NULL),
	(753, NULL, 'Inform caller of Monthly Amount, Unit Price(s), and Standing Charge Rate', 678, 'Click on show/hide details to open quote.\n\nBEFORE THE NEXT STEP WE NEED CLEAR CONSENT FROM THE MEMBER FOR US TO BE ABLE TO SIGN THEM UP. THE MEMBER MUST CONFIRM THEY UNDERSTAND THEY ARE ENTERING INTO A CONTRACT WITH US AND THEY CONSENT TO THIS.', NULL, NULL),
	(758, NULL, 'Has the credit transferred?', 684, '', NULL, NULL),
	(759, NULL, 'Book a non-emergency appointment as at some point in the future the meter will go OFF', 685, '', NULL, NULL),
	(760, NULL, 'Issue a SQ01 card & arrange a SQ05 refund for credit lost. Dispose of old card responsibly.', 686, '', NULL, NULL),
	(761, NULL, 'Issue a SQ01 card & arrange a SQ05 refund for any credit lost', 687, '', NULL, NULL),
	(762, NULL, 'Is the error message still showing?', 688, '', NULL, NULL),
	(763, NULL, 'Continue as normal', 689, '', NULL, NULL),
	(765, NULL, 'Is this the same error message as before? ', 690, '', NULL, NULL),
	(766, NULL, 'Collect a replacement card, free of charge, from the local outlet and insert into the meter before making first top up. Dispose of old card responsibly', 692, '', NULL, NULL),
	(767, NULL, 'What is the new error message? Call Help/Card Not Accepted/M*****/OFF', 691, 'Proceed to appropriate guide', NULL, NULL),
	(768, NULL, 'Follow the appropriate guide', 694, '', NULL, NULL),
	(769, NULL, 'Is this the correct card for this meter?', 693, '', NULL, NULL),
	(770, NULL, 'Has the meter been exchanged or reset recently?', 695, '', NULL, NULL),
	(771, NULL, 'Issue a SQ01 card & arrange a SQ05 refund for any credit lost', 696, '', NULL, NULL),
	(772, NULL, 'Collect a replacement card, free of charge, from the local outlet and insert into the meter before making first top up. Dispose of old card responsibly', 697, '', NULL, NULL),
	(773, NULL, 'Collect a replacement card, free of charge, from the local outlet and insert into the meter before making first top up. Dispose of old card responsibly', 699, '', NULL, NULL),
	(774, NULL, 'Is an error message still showing?', 700, '', NULL, NULL),
	(775, NULL, 'Is the meter ON or OFF?', 702, '', NULL, NULL),
	(776, NULL, 'Book a non-emergency appointment as at some point in the future the meter will go OFF', 703, '', NULL, NULL),
	(777, NULL, 'Check MOP to see if Magnum (MUT) or National Grid (GBT or NG) on Xoserve. Book an emergency appointment using the template for an engineer to attend.', 704, 'Issue a SQ01 card & arrange a SQ05 refund for any credit lost', NULL, NULL),
	(778, NULL, 'Issue a SQ01 card & arrange a SQ05 refund for any credit lost', 698, '', NULL, NULL),
	(779, NULL, 'Ask the customer to email in Photo of Receipt', 707, 'Check date, time, MSN match.', NULL, NULL),
	(780, NULL, 'Ask member to go to the meter and check screens 00 01 02 03.', 706, '00: amount & date of last top up. \n01: amount deducted for debt\n02: amount deducted for EMCR\n03: amount left for gas', NULL, NULL),
	(781, NULL, 'Ask the member if they have used the card before and that it was registered in the meter. If the card was used then explain how to get a blank card', 708, 'Collect a replacement card, free of charge, from the local outlet and insert into the meter before making first top up. \n\n**on checking screen 00 if this has todays date then the credit HAS transferred to the meter.', NULL, NULL),
	(782, NULL, 'Book a non-emergency appointment as at some point in the future the meter will go OFF', 710, '', NULL, NULL),
	(783, NULL, 'Credit will not have transferred.', 709, 'Check MOP to see if Magnum (MUT) or National Grid (GBT or NG) on Xoserve. Book an emergency appointment using the template for an engineer to attend. **M***** is a software fault and meter will be exchanged.', NULL, NULL),
	(784, NULL, 'Issue a SQ01 card & arrange a SQ05 refund for any credit lost', 711, '', NULL, NULL),
	(785, NULL, 'Do you have credit on your gas card?', 712, '', NULL, NULL),
	(786, NULL, 'Top up', 713, '', NULL, NULL),
	(787, NULL, 'Turn all of your appliances off.', 714, '', NULL, NULL),
	(788, NULL, 'Turn all of your appliances off.', 716, '', NULL, NULL),
	(789, NULL, 'Put the card into the meter.', 717, 'The meter will display, “Please wait, £XX.XX on card”', NULL, NULL),
	(790, NULL, 'If the meter display is off, turn your meter on by pressing the red button.', 718, 'This message will appear on the screen: \'If appliances off press button A\'.', NULL, NULL),
	(791, NULL, 'Once checked press the red A button and the meter will now show \'HOLD A for gas\'.', 719, '', NULL, NULL),
	(792, NULL, 'Hold down the \'A\' button and wait until the display shows ‘Release A for gas\'.', 720, '', NULL, NULL),
	(793, NULL, 'Let go of the button.', 721, 'It can take up to 1 minute before the meter will beep 3 times and change to ON. The supply will turn on and display the amount available for gas.', NULL, NULL),
	(794, NULL, 'Put the card into the meter.', 715, 'The meter will display, “Please wait, £XX.XX on card”', NULL, NULL),
	(795, NULL, 'If the meter display is off, turn your meter on by pressing the red button.', 723, 'This message will appear on the screen: \'If appliances off press button A\'.', NULL, NULL),
	(796, NULL, 'Once checked press the red A button and the meter will now show \'HOLD A for gas\'.', 724, '', NULL, NULL),
	(797, NULL, 'Hold down the \'A\' button and wait until the display shows ‘Release A for gas\'.', 725, '', NULL, NULL),
	(798, NULL, 'Let go of the button.', 726, 'It can take up to 1 minute before the meter will beep 3 times and change to ON. The supply will turn on and display the amount available for gas.', NULL, NULL),
	(799, NULL, 'If this fails, then try again if that does not work follow the no gas process.', 727, '', NULL, NULL),
	(800, NULL, 'Check MOP to see if Magnum (MUT) or National Grid (GBT or NG) on Xoserve. Book an emergency appointment using the template for an engineer to attend.', 728, '', NULL, NULL),
	(801, 146, 'How much credit is on the meter?', NULL, '', NULL, NULL),
	(802, NULL, 'Is there an error message when the card is inserted?', 729, '', NULL, NULL),
	(803, NULL, 'Follow the process for the new error message', 731, '', NULL, NULL),
	(804, NULL, 'Please insert the card the WRONG way', 730, '', NULL, NULL),
	(805, NULL, 'Is there any message on the meter?', 732, '', NULL, NULL),
	(806, NULL, 'Is that message CARD FAIL 35/38?', 734, '', NULL, NULL),
	(807, NULL, 'This is not a slot fault - Continue as normal. Follow process for any new error', 735, '', NULL, NULL),
	(808, NULL, 'Ask the member to wipe the card with a clean cotton cloth and reinsert.', 733, '', NULL, NULL),
	(809, NULL, 'Is there an error message when the card is inserted?', 736, '', NULL, NULL),
	(810, NULL, 'This is a slot fault. This is where the meter reader within the meter cannot read the card. If the credit is under 50p then Check MOP to see if Magnum (MUT) or National Grid (GBT or NG) on Xoserve. Book an emergency appointment using the template for an e', 737, '', NULL, NULL),
	(811, NULL, 'Inform them to get in touch with us when they do move out.', 683, 'Move out\'s must be completed retrospectively.\n\nThey should run down their meter', NULL, NULL),
	(812, 147, 'Click the Phone with arrow emblem whilst on the call', NULL, '', NULL, NULL),
	(813, NULL, 'Are you transferring internally?', 738, '', NULL, NULL),
	(814, NULL, 'Type in the country code and number. EG +441315103169', 739, 'There must be no spaces.', NULL, NULL),
	(815, NULL, 'Choose the agent in the team', 740, '', NULL, NULL),
	(816, NULL, 'Type in +441312855510', 741, '', NULL, NULL),
	(817, NULL, 'Click Warm Transfer', 742, '', NULL, NULL),
	(818, NULL, 'Click Warm Transfer', 743, '', NULL, NULL),
	(819, NULL, 'Click Warm Transfer', 744, '', NULL, NULL),
	(820, 148, 'Open East Lothian tariff Sign-up', NULL, 'https://signup.peoplesenergy.co.uk/', NULL, NULL),
	(821, NULL, 'Input Postcode', 745, 'The first line of address is identified later in the sign up', NULL, NULL),
	(822, NULL, 'Select the type of suppply required', 746, 'Electricty only or dual fuel', NULL, NULL),
	(823, NULL, 'Select Meter Type', 747, '', NULL, NULL),
	(824, NULL, 'Input EAC or advise on the best estimated usage to base usage on for the property type', 748, 'Click on ‘Get Quote’', NULL, NULL),
	(825, NULL, 'Run through breakdown of tariff options, select chosen tariff and ‘continue’', 749, 'If they would like to think about the offer, email them over the details discussed', NULL, NULL),
	(826, NULL, 'Input member’s details', 750, 'Select ‘go to payment’', NULL, NULL),
	(827, NULL, 'Upload billing and payment details', 751, 'Run through DD guarantee and T&Cs', NULL, NULL),
	(828, NULL, 'Click on \'Sign Up\'', 752, '', NULL, NULL),
	(829, NULL, 'Finish call on Freshdesk and Create ticket', 753, '', NULL, NULL),
	(830, NULL, 'Tag the contact as normal but also add the tag ‘East Lothian Tariff’', 754, '', NULL, NULL),
	(851, NULL, 'Thank them for calling', 770, 'Signpost them to the relevant pages on our website if they wish to consider us in the future.', NULL, NULL),
	(852, NULL, 'Click on Please Sign me Up', 769, 'WE MUST PROVIDE CUSTOMER WITH A START and END DATE OF THEIR TARIFF (confirm no end date if it\'s not a fixed term contract)\n\nWE MUST ADVISE THAT THEY HAVE A 14 DAY COOLING OFF PERIOD\n\nWE MUST GIVE THEM THE OPTION FOR T\'s&C\'s TO BE SENT and ADVICE ON WHERE TO FIND T\'s&C\'s', NULL, NULL),
	(855, NULL, 'Utilities/ Meterpoints Page', 774, 'Click continue', NULL, NULL),
	(856, NULL, 'Enter Contact Details', 775, 'Complete the contact Details page with the member’s information\n\nAll fields with a red bar are mandatory and must be filled in\n\nYou can add details for a secondary account holder\n\nClick on the green Continue button', NULL, NULL),
	(857, NULL, 'Choose Preferred Contact Method', 776, 'We need to Advise the customer Our communications will be sent here.  \n\nWE MUST INFORM SPECIFICALLY THEY WILL RECEIVE THEIR WELCOME LETTER IN THEIR EMAIL', NULL, NULL),
	(858, NULL, 'Add DOB and check for Vulnerabilities', 777, 'Collect relevant medical conditions if required and discuss PSR, following the script for PSR additions.\n\nCustomer may also require a different billing address.', NULL, NULL),
	(859, NULL, 'Click on \'Complete Sign Up\'', 778, 'WE MUST MENTION THE FOLLOWING ONCE SIGN UP IS COMPLETE - EVEN IF WE HAVE MENTIONED IT BEFORE\n\nThey will receive a Welcome letter or email\nThe switch process takes 21 days\nWe send out electricity key and gas card around three days before the change over to the Prepayment meter\nThey should initialise the key and card – the instructions come with the letter which comes with the device\nThey can top up at any Post Office, Payzone or Paypoint\nWe need to signpost them to the Prepayment FAQ section on People’s Energy Website\nTo remember that standing charges will be deducted from their meter even if they are not using any power', NULL, NULL),
	(860, 151, 'Pending Registrations', NULL, 'Find pending registrations located at the bottom of Ensek menu', NULL, NULL),
	(861, NULL, 'Please wait for Pending Registrations to load.', 779, 'This may take a moment, an orange loading bar will move across the top.', NULL, NULL),
	(862, NULL, 'Search', 780, 'Press Ctrl+F to search for an account using the details the customer has provided', NULL, NULL),
	(863, NULL, 'Click Open Item', 781, 'Once you have find the account you are looking for and confirmed the details. On the right hand side there will be a box with an arrow next to it - click on this to open item', NULL, NULL),
	(864, NULL, 'Scroll down to locate Meter Points', 782, 'Once Located ensure the check box next to all meter points is ticked.', NULL, NULL),
	(865, NULL, 'Click Reject', 783, 'This will reject the request to switch over to us', NULL, NULL),
	(866, NULL, 'Go Cardless', 784, 'Check go cardless and ask for DD to be removed if there is an active subscription.', NULL, NULL),
	(867, 155, 'Is the Customer off Supply? Smart Pre Pay', NULL, '', NULL, NULL),
	(868, NULL, '£ in Meter', 785, 'If the customer has £0.00 credit on their meter and is off supply Ask the customer to try to activate emergency credit. \n\nIf the customer has £0.00 credit on their meter and is off supply and not able to activate emergency credit\nwe need to get the customer to press number ‘7’ &/or ‘8’ on the meter and we need to know what it says. \nIf there is no numbers on the meter then it should be ‘A’ &/or ‘B’ buttons.\n\nIf the meter states \'NOT USED\' then this means the customers meter has gone into credit mode.', NULL, NULL),
	(869, NULL, 'Check Appliances', 787, 'Please advise the customer to check their appliances to make sure they are fully off supply.', NULL, NULL),
	(870, NULL, 'NOT NEEDED', 790, 'If they are on supply an emergency job is not needed and the customer should not go off supply.\n\nAdvise customer to check the fuses as this may be off supply to certain parts of their home or specific appliances', NULL, NULL),
	(871, NULL, 'Additional Checks', 789, 'Check Fuseboxes and other Appliances.', NULL, NULL),
	(872, NULL, 'Emergency Job', 792, 'Fill out the Emergency Booking Form and send to Designated SPOC\nfor Emergency Jobs (currently Michael Boyle). \nHe will then call to discuss.\n Please note - we must answer all questions on booking form.', NULL, NULL),
	(873, NULL, 'Additional Checks', 791, 'Check the fuses to ensure it\'s not a fuse to the boiler etc.. \nCheck other gas appliances\nCheck the ECR to ensure that gas is flowing \n\nECR = Emergency Control Valve\nThis should have a red handle and located near the meter pipes', NULL, NULL),
	(874, NULL, 'Emergency Job', 794, 'Fill out the Emergency Booking Form and send to Designated SPOC\nfor Emergency Jobs (currently Michael Boyle).\nHe will then call to discuss.\nPlease note - we must answer all questions on booking form.', NULL, NULL),
	(875, NULL, 'Check the Meter', 786, 'we need to get the customer to press number ‘7’ &/or ‘8’ on the meter and we need to know what it says.\nIf there is no numbers on the meter then it should be ‘A’ &/or ‘B’ buttons.\n\nIf the meter states \'NOT USED\' then this means the customers meter has gone into credit mode.', NULL, NULL),
	(876, NULL, 'Other', 788, 'If the customer meter states \'VEND MODE\' and are off supply we still need to carry out the checks to make sure the meter has not gone into credit mode and the supply is actually still on.\n\nIf the customer has been able to activate Emergency Credit and power has come back on this is clear the meter is in prepayment mode and will eventually go off supply', NULL, NULL),
	(877, NULL, '50p', 796, 'Advise the customer to monitor the credit in their meter and to call us when this drops below 50p then we will book the job and an engineer should be with the customer within 4 hours and someone MUST be in the property for the entire time. \n\nAdvise of friendly emergency credit', NULL, NULL),
	(878, NULL, 'NOT USED PROCESS', 795, 'Please follow the process for Not used', NULL, NULL),
	(880, NULL, 'Other', 798, 'Emergency Credit - Means the meter is still in Pre Pay Mode\nF Credit  - the meter is in friendly credit, meaning they will go off supply the next morning\n\nVend Mode - we still need to carry out the checks to make sure the meter has not gone into credit mode', NULL, NULL),
	(881, NULL, '£ in Meter', 799, 'We need to establish how much credit is in the meter. The emergency credit should reach below 50p before we can book an emergency Job.', NULL, NULL),
	(882, NULL, 'Call Back', 800, 'Advise the member to call back when the credit falls below 50p and we can book an emergency appointment. \n\nan engineer should be with the customer within 4 hours and someone MUST be in the property for the next 4 hours .\n\nIf the customer confirms they will not be at the property we cannot book the job until we know they are going to be in. \n\nAdvise of Friendly Emergency credit to reassure them they won\'t go off supply through the night', NULL, NULL),
	(883, NULL, 'Emergency Job', 801, 'Advise you will book the job and an engineer should be with the customer within 4 hours and someone MUST be in the property for the next 4 hours .\nIf someone is not in the property and the engineer goes out we will still be changed the emergency call out fee so this is important.\nIf customer confirms they will not be at the property we cannot book the job until we know they are in the property.', NULL, NULL),
	(884, NULL, 'Emergency Job', 802, 'Fill out the Emergency Booking Form and send to Designated SPOC\nfor Emergency Jobs (currently Michael Boyle).\nHe will then call to discuss.\nPlease note - we must answer all questions on booking form.', NULL, NULL),
	(885, NULL, 'Not Needed', 797, 'If they are on supply an emergency job is not needed and the customer should not go off supply.\n\nAdvise customer to keep an eye on their credit and if they see it going down, advise them how to activate emergency credit and friendly credit. \n\nadvise when they have less than 50p of Emergency credit left they can call us back and we can run through the checks again and book an appointment if necessary', NULL, NULL),
	(886, NULL, 'Arrange a Call back', 803, 'Arrange for us to call the customer or the customer to call us the next morning to establish if they are on or off supply and follow the process again to establish if an emergency appointment is needed.', NULL, NULL),
	(887, 156, 'Click \'Handle Inbound Call\'', NULL, 'Raising a dispute that then turns out to be wrong can cost the business money, potential customer complaints, can affect settlement scores and can cause reputational damage if wrong. \n\nRemember that it can take 4-6 weeks to resolve a dispute and even longer to fix any incorrectly raised disputes.', NULL, NULL),
	(888, NULL, 'Complete DPA', 804, 'If unsure how to complete the DPA process please use the DPA flow found on the iKnow homepage.', NULL, NULL),
	(889, NULL, 'Use the disputes calculator to confirm proposed reading is outside of tolerance levels', 805, 'Ensure the meter serial number on the meter matches what we have on the account', NULL, NULL),
	(890, NULL, 'Follow path for incorrect meter details', 807, '', NULL, NULL),
	(891, NULL, 'Is the proposed reading outside of tolerance?', 806, 'Tolerance Levels\nElectricity - 250 kWh\nGas metric(5 dial) 108m3\nGas imperial(4 dial) 38ft3', NULL, NULL),
	(892, NULL, 'Dispute not Required', 808, '', NULL, NULL),
	(893, NULL, 'Incorrect COS Reading', 809, '', NULL, NULL),
	(894, NULL, 'Is it a dispute for both meters?', 810, '', NULL, NULL),
	(895, NULL, 'Click the \'Fuel type\' to proceed', 811, '', NULL, NULL),
	(896, NULL, 'Select the two member readings supporting the dispute', 814, '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.', NULL, NULL),
	(897, NULL, 'Is the proposed new reading still out of tolerance levels?', 815, 'GAS : imp 38f3\n          metric 108m3\nElectric: Metric 250kwh', NULL, NULL),
	(898, NULL, 'Click \'Raise Dispute\'', 816, '', NULL, NULL),
	(899, NULL, 'Click \'No Dispute\'', 817, '', NULL, NULL),
	(900, NULL, 'Click \'Only Gas SAR\'', 818, 'Repeat process using Electric Only flow', NULL, NULL),
	(901, NULL, 'Go to \'Account History\' and click +', 820, '', NULL, NULL),
	(902, NULL, 'Add new comment including', 821, '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),
	(903, NULL, 'This has been sent to the Success team', 822, 'You can check progress by reviewing the members account notes or if this has been a substantial amount of time you can raise a back office ticket to Flow Exceptions', NULL, NULL),
	(908, NULL, 'Click \'Electric MPAN\' that is shown', 812, '', NULL, NULL),
	(909, NULL, 'Select the two member readings supporting the dispute', 827, '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.', NULL, NULL),
	(910, NULL, 'Is the proposed new reading still out of tolerance levels?', 828, 'GAS : imp 38f3\nmetric 108m3\nElectric: Metric 250kwh', NULL, NULL),
	(911, NULL, 'Click \'Raise Dispute\'', 829, '', NULL, NULL),
	(912, NULL, 'Go back to members account', 831, '', NULL, NULL),
	(913, NULL, 'Go to \'Account History\' and click +', 832, '', NULL, NULL),
	(914, NULL, 'Add new comment including', 833, '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),
	(915, NULL, 'This has been sent to the Success team', 834, 'You can check progress by reviewing the members account notes or after a substantial amount of time you can raise a back office ticket to Flow Exceptions', NULL, NULL),
	(916, NULL, 'Advise timescales for resolution', 835, 'Average 4-6 weeks\nbut can sometimes take longer if there are disagreements', NULL, NULL),
	(917, NULL, 'Advise the following', 836, '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),
	(918, NULL, 'Additional note', 837, 'The indicator for member that dispute resolved will be when bill produced. (Could be up to 4 weeks after resolution)', NULL, NULL),
	(919, NULL, 'Advise timescales for resolution', 823, 'Average 4-6 weeks\nbut can sometimes can take longer if there is a disagreement', NULL, NULL),
	(920, NULL, 'Advise the following', 838, '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),
	(921, NULL, 'Additional Note', 839, 'The indicator for member that dispute resolved will be when bill produced. (Could be up to 4 weeks after resolution)', NULL, NULL),
	(922, NULL, 'Go back to members account', 819, '', NULL, NULL),
	(923, NULL, 'Go to \'Account History\' and click +', 840, '', NULL, NULL),
	(924, NULL, 'Add new account note including', 841, '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),
	(925, NULL, 'Complete', 842, '', NULL, NULL),
	(926, NULL, 'Click \'No Dispute\'', 830, '', NULL, NULL),
	(927, NULL, 'Go back to members account', 843, '', NULL, NULL),
	(928, NULL, 'Go to \'Account History\' and click +', 844, '', NULL, NULL),
	(929, NULL, 'Add new account note including', 845, '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),
	(930, NULL, 'Click \'Only Gas SAR\' required', 813, '', NULL, NULL),
	(931, NULL, 'Select the two member readings supporting the dispute', 847, '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.', NULL, NULL),
	(932, NULL, 'Is the proposed new reading still out of tolerance levels?', 848, 'Tolerance Levels\nElectricity - 250 kWh\nGas metric(5 dial) 108m3\nGas imperial(4 dial) 38ft3', NULL, NULL),
	(933, NULL, 'Click \'Raise Dispute\'', 849, '', NULL, NULL),
	(934, NULL, 'Go back to members account', 851, '', NULL, NULL),
	(935, NULL, 'Add new comment including', 852, '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),
	(936, NULL, 'This has been sent to the Success team', 853, 'You can check progress by reviewing the members account notes or after some time we can raise a back office ticket to flow exceptions', NULL, NULL),
	(937, NULL, 'Advise Timescales for Resolution', 854, 'Average 4-6 weeks\nbut can sometimes take longer if there are disagreements', NULL, NULL),
	(938, NULL, 'Have you advised the following', 855, '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),
	(939, NULL, 'Additional Note', 856, 'The indicator for member that dispute resolved will be when bill produced. (Could be up to 4 weeks after resolution)', NULL, NULL),
	(940, NULL, 'Click \'No Dispute\'', 850, '', NULL, NULL),
	(941, NULL, 'Go back to members account', 857, '', NULL, NULL),
	(942, NULL, 'Go to \'Account History\' and click +', 858, '', NULL, NULL),
	(943, NULL, 'Add new account note including', 859, '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),
	(944, NULL, 'Complete', 860, '', NULL, NULL),
	(945, 157, 'Incorrect Meter Details', NULL, 'What is the Scenario?', NULL, NULL),
	(946, NULL, 'Ensek/ECOES/XOSERVE', 862, 'We now need to check the MSN with the customer. Ask the customer to provide this info. If they can access the meter they can read it out to us. They will also need to send in a clear photo of the meter. \n\nIMPORTANT NOTE (TO UPDATE THIS WE WILL REQUIRE A PHOTO - SO BEST TO GET THEM TO SEND THIS IN STRAIGHT AWAY)', NULL, NULL),
	(947, NULL, 'Call Back', 866, 'Advise the customer to send in a photo of the meter clearly display the MSN. (this will be located above or below the barcode on the meter.) Arrange for the customer to call us back once this has been done or deal with this via email.', NULL, NULL),
	(948, NULL, 'Once Confirmed', 867, 'When we can confirm the MSN follow MSN confirmed process', NULL, NULL),
	(949, NULL, 'Confirm on NDB', 865, 'search using the MSN on ECOES/XOSERVE', NULL, NULL),
	(950, NULL, 'Check Address', 870, 'Confirm Address with Customer - search address in ECOES/XOSERVE. Does this show a different MSN\n\n If we have a photo of the meter - check for a yellow sticker. \n\nConfirm MPxN with Customer', NULL, NULL),
	(951, NULL, 'Do the Details Match?', 868, 'Check the previous supplier matches the customer\'s previous supplier. \n\nCheck MPxN matches the customer\'s records\n\nCheck the address and MPxN we hold matches the NDB', NULL, NULL),
	(953, NULL, 'Erroneous Transfer + Apply for Correct Supply', 873, 'Please go back to the main page and follow the Erroneous Transfer Process\n\nWe will also need to raise a back office Ticket to Registrations to take over the correct Supply', NULL, NULL),
	(954, NULL, 'Potential Crossed Meter / Address Update', 874, 'Search using the MPxN the customer has to confirm whether the address on the NDB requires updating.', NULL, NULL),
	(955, NULL, 'Raise a Back Office Ticket', 875, 'We will need to Raise a back office ticket to have the NDB updated. \n\n(we will require photograph support of the meter and of a previous bill clearly displaying the MPAN and Address) these should be attached to both ENSEK and the Back Office Ticket.', NULL, NULL),
	(956, NULL, 'Back Office Ticket', 876, 'Ask the customer to forward a copy of the meter clearly displaying the Meter Serial number and also a copy of their previous Bill - clearly displaying the MPxN. attach both to Ensek and the Back Office Ticket to ensure we apply to take over the correct supply.', NULL, NULL),
	(957, NULL, 'Yellow Sticker', 871, 'Ask the Customer to send in a photo clearly displaying the meter and the information on the yellow sticker', NULL, NULL),
	(958, NULL, 'Raise a Back Office Ticket', 877, 'The meter has been exchanged previously and was not updated on the National Database. \n\nWe will need to Raise a Back office Ticket\n\n(We will require photograph support of the meter clearly displaying the MSN, Yellow sticker and the details on that sticker)', NULL, NULL),
	(959, NULL, 'Confirm MPxN', 872, 'Using ECOES/XOSERVE search using the MPxN we hold on Ensek to ensure it matches with the customer\'s records and the NDB.', NULL, NULL),
	(960, NULL, 'Erroneous Transfer + Apply for correct Supply', 880, 'Please go back to the main page and follow the Erroneous Transfer Process\n\nWe will also need to raise a back office Ticket to Registrations to take over the correct Supply', NULL, NULL),
	(961, NULL, 'Potential Crossed Meter / Address Update', 879, 'Search using the MPxN the customer has to confirm whether the address on the NDB requires updating.', NULL, NULL),
	(962, NULL, 'Raise a Back Office Ticket', 881, 'We will need to Raise a back office ticket to have the NDB updated.\n\n(we will require photograph support of the meter and of a previous bill clearly displaying the MPAN and Address) these should be attached to both ENSEK and the Back Office Ticket.', NULL, NULL),
	(963, NULL, 'Confirm MPRN', 863, 'Ask the customer to check a bill from Previous Supplier to confirm the MPRN with them. (a photo would be ideal)\n\nSearch XOSERVE using the MPRN we hold on the customer\'s Ensek Account - Check the address this MPRN relates to.', NULL, NULL),
	(964, NULL, 'No Action Needed', 883, 'If the MPRN we hold for the customer and on ENSEK matches both the address and MPRN on XOSERVE, then we have taken over the correct Supply. XOSERVE will also confirm that we are current supplier or incoming supplier', NULL, NULL),
	(965, NULL, 'What is the Scenario?', 882, '', NULL, NULL),
	(966, NULL, 'Erroneous Transfer + Apply for correct Supply', 885, 'Please go back to the main page and follow the Erroneous Transfer Process. We will also need to raise a back office Ticket to Registrations to take over the correct Supply', NULL, NULL),
	(967, NULL, 'Potential Crossed Meter / Address Update', 884, 'We will need to Raise a back office ticket to have the NDB updated.\n\n(we will require photograph support of the meter and of a previous bill clearly displaying the MPRN and Address) these should be attached to both ENSEK and the Back Office Ticket.', NULL, NULL),
	(968, NULL, 'Confirm MPAN', 864, 'Ask the customer to check a bill from Previous Supplier to confirm the MPAN with them. (a photo would be ideal)\n\nSearch ECOES using the MPAN we hold on the customer\'s Ensek Account - Check the address this MPAN relates to.', NULL, NULL),
	(969, NULL, 'No Action Needed', 887, 'If the MPAN we hold for the customer and on ENSEK matches both the address and MPAN on ECOES, then we have taken over the correct Supply. ECOES will also confirm that we are current supplier or incoming supplier', NULL, NULL),
	(970, NULL, 'What is the scenario?', 886, '', NULL, NULL),
	(971, NULL, 'Erroneous Transfer + Apply for correct Supply', 888, 'Please go back to the main page and follow the Erroneous Transfer Process. We will also need to raise a back office Ticket to Registrations to take over the correct Supply', NULL, NULL),
	(972, NULL, 'Potential Crossed Meter / Address Update', 889, 'We will need to Raise a back office ticket to have the NDB updated.\n\n(we will require photograph support of the meter and of a previous bill clearly displaying the MPRN and Address) these should be attached to both ENSEK and the Back Office Ticket.', NULL, NULL),
	(973, 158, 'Has the Member passed DPA?', NULL, '', NULL, NULL),
	(974, NULL, 'Will need to check DPA answers and call back', 891, 'Encourage the member to upload their meter reads through the online portal. \n\nThey can also email in their reads to \n\nPP - prepaymenthelp@peoplesenergy.co.uk\nCR - customerservices@peoplesenergy.co.uk', NULL, NULL),
	(975, NULL, 'Scroll down to the Section "Meter Readings"', 890, '', NULL, NULL),
	(976, NULL, 'Amend the Date', 892, 'Amend the date in the top box of the "Collect Meter Reading Page" this should be changed to the date the readings were taken. The default is today\'s date.', NULL, NULL),
	(978, NULL, 'Select Meter Points', 894, 'Check the box(es) of the meters you wish to collect readings for. \n\n(please note if a meter is not yet available - select add additional reads)', NULL, NULL),
	(979, NULL, 'Has the meter read been accepted?', 895, '', NULL, NULL),
	(980, NULL, 'Check Again', 897, 'Check the meter reading from the customer \n\nAsk member to email a photo if still not being accepted\n\nFollow Disputes process if the reading is out of tolerance levels from the DC readings', NULL, NULL),
	(981, NULL, 'Billing Window', 896, 'Are we more than 5 day days before the next billing date?', NULL, NULL),
	(982, NULL, 'Window Closed', 899, 'Generate a new bill to ensure balance is accurate with new reads', NULL, NULL),
	(983, NULL, 'These reads will be used and picked up automatically by the system', 898, '', NULL, NULL),
	(984, NULL, 'Sign Post', 900, 'Advise the customer they can submit readings online via the customer portal. \n\nLeave an account note', NULL, NULL),
	(985, NULL, 'Go to \'Live Balance\'', 901, 'Click the orange arrow at the top of the box. select Create Bill with Options\'', NULL, NULL),
	(986, NULL, 'Set Bill date', 902, 'Set bill date to most recent meter reading date\nIf you collected meter reads from the member, then this would be the date they collected them.', NULL, NULL),
	(987, NULL, 'Change \'Suppress Estimates\' to No', 903, '', NULL, NULL),
	(988, NULL, 'Keep ‘Review Bill’ as ‘yes’ and press save', 904, '', NULL, NULL),
	(989, NULL, 'Approve the bill', 905, 'This should then appear in ‘statements and payments’ and can take a minute or two to load completely.', NULL, NULL),
	(990, NULL, 'Leave an Account note', 906, '', NULL, NULL),
	(991, 160, 'The Meter Screen is blank', NULL, '', NULL, NULL),
	(992, NULL, 'Sleep Mode', 908, 'First we need to determine whether the meter is just asleep. Take Member through the relevant steps to wake it up. \nAlways ask the member to send in a video of the meter, whilst they follow the steps. \nwe need this as proof when booking a job for a blank screen', NULL, NULL),
	(993, NULL, 'Type of meter', 909, 'We need to check if this is a traditional meter, S1 or S2 meter. \nThe smart team can tap into a S2 meter and see if there is a fault or if they can fix it on their side. \n\nplease raise a ticket with smart team to tap into a Smets 2 meter first.', NULL, NULL),
	(994, NULL, 'CHECK MAM', 910, 'You can check this by dropping down the meter point and next to (MAM - GTM ect) < this is National grid.\n 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),
	(995, NULL, 'Book an Appointment', 912, 'If the customer wants a smart meter we can install S2 duel exchange this would be done by Magnum.\nYou should raise a back office helpdesk ticket along with the correct booking form. \nMetering team will then book a job with magnum. \nMagnum then aim to contact the customer within a 14 working day period to arrange and date and time that suits the customer best. \n\nPlease Note - We can\'t book an appointment without the video', NULL, NULL),
	(996, NULL, 'Sleep Mode', 911, 'First we need to determine whether the meter is just asleep. Take Member through the relevant steps to wake it up.\nAlways ask the member to send in a video of the meter, whilst they follow the steps.\nwe need this as proof when booking a job for a blank screen', NULL, NULL),
	(997, NULL, 'Type of Meter', 914, 'We need to check if this is a traditional meter, S1 or S2 meter.\nThe smart team can tap into a S2 meter and see if there is a fault or if they can fix it on their side.\n\nplease raise a ticket with smart team to tap into a Smets 2 meter first.', NULL, NULL),
	(998, NULL, 'Book an Appointment', 915, 'Electric jobs are always booked with magnum\n\nAdvise the customer we will book the job with magnum and magnum will contact the customer to discuss a date and time that suits. \n\nMagnum usually call the customer within a 14 working day timescale to discuss.\n\nPlease Note - We can\'t book an appointment without the video', NULL, NULL),
	(999, NULL, 'dual exchange', 916, '*Does the customer have traditional meters?\n\n*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. \nPlease advise on booking form next to Traditional or smet 2 duel exchange', NULL, NULL),
	(1000, NULL, 'Book an Appointment', 913, '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.\nWe 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).\n\nYou would then fill out a booking form and raise it as a help desk ticket \n\nPlease note - We can\'t book an appointment without the video', NULL, NULL),
	(1001, 161, 'Is the customer on the PSR?', NULL, 'Priority Services Register', NULL, NULL),
	(1002, NULL, 'Does the Customer think they would Qualify?', 918, 'are of pensionable age,\nhave children in your home under the age of 5,\nare disabled or chronically ill, \nhave a hearing or visual impairment or additional communication needs,\nhave a long-term medical condition, especially if it involves electricity powered support are in a vulnerable situation like a mental health condition that impacts your understanding of your bill \n\nor another temporary circumstance, that means you need extra support for a period of time.', NULL, NULL),
	(1003, NULL, 'We cannot provide quarterly readings', 919, 'inform customer how to take readings - sign post the online portal.', NULL, NULL),
	(1004, NULL, 'Add Customer To the PSR', 920, '', NULL, NULL),
	(1005, NULL, 'Customer is eligible for Quarterly Reads', 917, 'We will now go through how to add them.', NULL, NULL),
	(1006, NULL, 'Raise a Back Office Ticket', 921, 'Please raise a back office ticket to Quarterly Reads.', NULL, NULL),
	(1007, 162, 'Calling a 3rd Party', NULL, 'Sometimes you may need Assistance from a 3rd party during a call - Obtaining an RTi code from Eon for example.', NULL, NULL),
	(1008, NULL, 'During the Call with a Member', 923, 'Place the call on hold as normal using the hold button, located at the foot of the Call Box', NULL, NULL),
	(1009, NULL, 'Click on Transfer Button', 924, 'Type in the number/member you require assistance from', NULL, NULL),
	(1010, NULL, 'Speak to 3rd Party', 925, 'The member will be on hold during this time', NULL, NULL),
	(1011, NULL, 'Finished?', 926, 'Wait for the 3rd Party to disconnect the call - This will indicate the warm transfer has failed and you\'ll be able take the member off hold and resume the conversation', NULL, NULL),
	(1012, 167, 'Inbound Call', NULL, '', NULL, NULL),
	(1013, NULL, 'Customer Advises they want to Speak to someone Else', 927, 'Ensure that we go through DPA', NULL, NULL),
	(1014, NULL, 'Take some Details', 928, 'Find out the details of the members issue \nEmpathise and re-assure the member they\'re speaking to the right person and offer to help \nIf they still wish to speak to someone else this will enable you to get them to right person', NULL, NULL),
	(1015, NULL, 'Reach out to your TL', 929, 'Advise the member you will place them on hold whilst you see if a Manager is available immediately to help.', NULL, NULL),
	(1016, NULL, 'Transfer', 932, 'transfer the call to your TL or if advised by your TL take customer details and they will call back. remember to confirm Contact Number/alternative and best time of day to contact.', NULL, NULL),
	(1017, NULL, 'Additional Notes', 934, 'Remember to add the appropriate tags to Fresh desk and leave a detailed note on both the Fresh Desk ticket and Ensek Account History', NULL, NULL),
	(1018, NULL, 'Contact Another Manager', 933, 'Contact any Other TL that show\'s their status as available on Teams', NULL, NULL),
	(1019, NULL, 'Transfer', 935, 'transfer the call to the TL or if advised take customer details and they will call back. remember to confirm Contact Number/alternative and best time of day to contact.', NULL, NULL),
	(1020, NULL, 'Additional Notes', 936, 'Remember to add the appropriate tags to Fresh desk and leave a detailed note on both the Fresh Desk ticket and Ensek Account History', NULL, NULL),
	(1021, NULL, 'Take Customer Details', 937, 'Should No TL be available email teamleaders@peoplesenergy.co.uk providing full details', NULL, NULL),
	(1022, NULL, 'Requires escalation but does not specify Manager', 930, 'If a Member wishes to speak to someone else but does not necessarily request a manager', NULL, NULL),
	(1023, NULL, 'Reach out on Teams', 938, 'Find available agents and message directly or use the specified team chats to reach out.', NULL, NULL),
	(1024, NULL, 'Transfer the call', 939, 'Or arrange a call back if not immediately available, remembering to update the notes.', NULL, NULL),
	(1025, NULL, 'BAU', 931, 'If the Member accepts this offer to help handle the query as normal - taking extra care as they may be frustrated. be calm in your approach and ensure the member knows they are being heard and listened to.', NULL, NULL),
	(1026, 165, 'Make an Outbound Call', NULL, '', NULL, NULL),
	(1027, NULL, 'PHONE', 940, 'you need to go down to the phone icon at the bottom of the navy bar on the left', NULL, NULL),
	(1028, NULL, 'Type The Number', 941, 'You will then type in the number next to the box with the search icon\n\nPlease note - you may remove the inital zero and add +44 unless this has already been done', NULL, NULL),
	(1029, NULL, 'Introduction', 942, 'Inform who you are and where you are calling from and ask if you are speaking to "insert member\'s name" and if now is an appropriate time to talk', NULL, NULL),
	(1030, NULL, 'Security ETC....', 943, 'Advise the customer that calls are being monitored for training and quality purposes\nYou will also advise you need to go through some security questions before you can discuss the true nature of the call', NULL, NULL),
	(1031, NULL, 'Call Back', 948, 'Advise the information they have provided doesn\'t match our records.\n\nFor Data Protection Purposes we can not discuss the account. \nAdvise to check the information and to call us back on 0131 510 3169', NULL, NULL),
	(1032, NULL, 'Call Back', 947, 'Thank the customer and advise you completely understand as we have called them.\nSign post the customer to our website for our number or contact us through live chat to confirm the validity of our call.', NULL, NULL),
	(1033, NULL, 'Account History Note - Ensek', 949, 'Add a clear note for the next adviser that we tried to contact them and the nature of what needs to be discussed', NULL, NULL),
	(1034, NULL, 'Account History Note - Ensek', 950, 'Add a clear note for the next adviser that we tried to contact them and the nature of what needs to be discussed. Also note that they had failed DPA', NULL, NULL),
	(1035, NULL, 'BAU', 946, 'Handle the call as normal', NULL, NULL),
	(1036, NULL, 'Call Back', 944, 'Thank the customer and advise to contact us on 0131 510 3169, or contact us through our website @  www.peoplesenergy.co.uk', NULL, NULL),
	(1037, NULL, 'Confirmation and leave a message', 945, 'Establish if they know the person we are calling about (they may have already informed you of this) \n\nIf they do just leave a message with them to say you are calling from People\'s Energy and if they could call us back on 0131 510 3169. \n\nThank them for their time', NULL, NULL),
	(1038, NULL, 'Leave a message', 951, 'Leave a clear  message detailing the following information only\nGood afternoon/morning My name is ........ calling from People\'s Energy.\n\nThis is a message for Mr/Mrs/Mx/Miss/Ms/Dr etc... and surname only  \n\nIf you could please call us back on 0131 510 3169 our opening hours are .... Thank you', NULL, NULL),
	(1039, NULL, 'Account History Note - Ensek', 952, 'Apologise for calling them you will double check the number and update the records if necessary', NULL, NULL),
	(1040, NULL, 'Account History Note - Ensek', 953, 'Add a clear note for the next adviser that we tried to contact them and the nature of what needs to be discussed', NULL, NULL),
	(1041, 174, 'Ticket Number', NULL, 'Ensure the Freshdesk window is open and you make a note of the ticket number you wish to assign the call to', NULL, NULL),
	(1042, NULL, 'Click the Waffle Icon', 954, 'The waffle icon is in bottom left corner of the fresh desk window and looks like a square made of 9 smaller squares', NULL, NULL),
	(1043, NULL, 'Fresh Caller Opens', 955, 'On the left hand side menu bar Click on an icon that looks like a business card (call metrics)', NULL, NULL),
	(1044, NULL, 'Call Metrics', 956, 'This is a list of the previous calls - please locate the call you wish to assign to a ticket', NULL, NULL),
	(1045, NULL, 'Puzzle Piece', 957, 'On the left hand side you will see a Puzzle Piece click on this and you can add to an existing ticket', NULL, NULL),
	(1046, NULL, 'Search tickets by', 958, 'Click on search tickets by and then select ticket ID', NULL, NULL),
	(1047, NULL, 'Type in Ticket Number', 959, 'Once you can see the ticket you want to assign the call to click the + button\n\nPlease double check before clicking the + button to ensure the ticket number is correct \n\nYou can also create a new ticket by going back a few steps', NULL, NULL),
	(1048, 159, 'Take the customer\'s name', NULL, 'Ask if they are Prepayment or a Direct Debit customer', NULL, NULL),
	(1049, NULL, 'Ask the customer for their account number', 961, '', NULL, NULL),
	(1050, NULL, 'Ask the customer for their account number', 960, '', NULL, NULL),
	(1051, NULL, 'Category A - 1st', 965, 'We need to locate the account we require Postcode and first line of Address', NULL, NULL),
	(1052, NULL, 'Category A 2nd', 966, 'We then require either the email address that matches that held on file \n\nor\n\nthe last 3 digits of their phone number matching the number held on the file', NULL, NULL),
	(1053, NULL, 'Category B', 967, 'We now need to match either  -\n\nThe name of the bank the Direct Debit is set up from\n\nDate of birth\n\nIMPORTANT - IF THE DOB IS NOT ON THE ACCOUNT WE NEED TO TAKE FROM THE MEMBER AND UPDATE ENSEK', NULL, NULL),
	(1054, NULL, 'IMPORTANT', 968, 'IF the information they provide matches DPA is complete \n\nIf the information they provide does not match DPA failed\n\nWe must have all the information request for it to PASS', NULL, NULL),
	(1055, NULL, 'Category A - 1st', 964, 'we require their full address and postcode', NULL, NULL),
	(1056, NULL, 'Category A 2nd', 969, 'We then require either the email address that matches that held on file\n\nor\n\nthe last 3 digits of their phone number matching the number held on the file', NULL, NULL),
	(1057, NULL, 'Important', 970, 'IF the information they provide matches DPA is complete\n\nIf the information they provide does not match DPA failed\n\nWe must have all the information requested to PASS\n\nIF THE DOB IS NOT ON THE ACCOUNT WE NEED TO TAKE FROM THE MEMBER AND UPDATE ENSEK', NULL, NULL),
	(1058, NULL, 'Category A - 1st', 962, 'We require their full address inlcuding postcode', NULL, NULL),
	(1059, NULL, 'Category A - 2nd', 972, 'We then require either the email address that matches that held on file\n\nor\n\nthe last 3 digits of their phone number matching the number held on the file', NULL, NULL),
	(1060, NULL, 'IMPORTANT', 973, 'IF the information they provide matches DPA is complete\n\nIf the information they provide does not match DPA failed\n\nWe must have all the information requested to PASS\n\nIF THE DOB IS NOT ON THE ACCOUNT WE NEED TO TAKE FROM THE MEMBER AND UPDATE ENSEK', NULL, NULL),
	(1061, NULL, 'Category A - 1st', 963, 'We need to locate the account we require Postcode and first line of Address', NULL, NULL),
	(1062, NULL, 'Category A - 2nd', 974, 'We then require either the email address that matches that held on file\n\nor\n\nthe last 3 digits of their phone number matching the number held on the file', NULL, NULL),
	(1064, NULL, 'Category B', 975, 'We now need to match either - \n\nThe Date of Birth or 2 Recent Behaviours\n\nIMPORTANT - IF THE DOB IS NOT ON THE ACCOUNT WE NEED TO TAKE FROM THE MEMBER AND UPDATE ENSEK', NULL, NULL),
	(1065, NULL, 'IMPORTANT', 976, 'IF the information they provide matches DPA is complete\n\nIf the information they provide does not match DPA failed\n\nWe must have all the information requested to PASS', NULL, NULL),
	(1066, NULL, 'We Need to Verify 2 Behavioural Questions', 977, 'RECENT BEHAVIOURS:\nWhen did you last top up? \nHow much did you last top up?\nWhere did you last top up?\nWhen did you switch to us?\n\nREPEAT BEHAVIOURS:\nWhen do you usually top up?\nHow much do you usually top up?\nWhere do you usually top up?\nWhen did you last contact us?\nWhat was it about?', NULL, NULL),
	(1067, NULL, 'No matches', 978, 'If we exhaust the above, we can use MPRN/MPAN and meter serial numbers but this would be a last resort.\nIt is also useful to establish why they are calling us so we can see what the risks might be if we can’t establish identity –  a refund or money hasn’t transferred to their card, for example,  requires more robust questioning than a lost key.', NULL, NULL),
	(1068, NULL, 'Registered Email Address?', 971, 'Copy and Paste the email address into ENSEK. If it returns an account then this is DPA passed', NULL, NULL),
	(1069, NULL, 'Complete', 980, 'Deal with the query as normal', NULL, NULL),
	(1070, NULL, 'Different Email Address', 979, 'If we get an email from a different email address, we would need to ask why and establish some other identity checks - follow the DPA checks required for an IBC - so we know who we’re communicating with. Or just ask them to use the original email address.', NULL, NULL),
	(1071, NULL, 'IMPORTANT', 981, 'If you can locate an account they have supplied some information to confirm an account but not all to pass DPA then leave a note on ENSEK detailing this', NULL, NULL),
	(1072, NULL, 'Leave the new occupier details empty (unless known by member leaving)', 136, '', NULL, NULL),
	(1073, NULL, 'Enter Move out reads', 982, '', NULL, NULL),
	(1074, NULL, 'Enter Gas and Electricity Closing Readings', 983, '', NULL, NULL),
	(1075, NULL, 'Did the closing reads align with previous readings?', 984, '', NULL, NULL),
	(1076, NULL, 'Click \'Process Move Out\'', 986, '', NULL, NULL),
	(1077, NULL, 'Click \'Request Final Bill\'', 987, '', NULL, NULL),
	(1078, NULL, 'Do they want to take the supply to their new address?', 988, '', NULL, NULL),
	(1079, NULL, 'Click \'Sign up for Supply at New Address\'', 989, '', NULL, NULL),
	(1080, NULL, 'Enter members New Address', 990, '', NULL, NULL),
	(1081, NULL, 'Enter New Supply Details', 991, '', NULL, NULL),
	(1082, NULL, 'Select \'Annual Consumption\'', 992, '', NULL, NULL),
	(1083, NULL, 'Go to members previous account, \'Meter Points\' tab', 993, '', NULL, NULL),
	(1084, NULL, 'Input EAC into Annual Electricity/Gas Consumption on the new account set up', 994, '', NULL, NULL),
	(1085, NULL, 'Generate Quote for New Property', 995, 'Give details of The People\'s Prepay tariff to member', NULL, NULL),
	(1086, NULL, 'Is the member happy with this and wants to sign up?', 996, '', NULL, NULL),
	(1087, NULL, 'Click \'Yes please, sing me up!\'', 997, '', NULL, NULL),
	(1088, NULL, 'We will take supply of their new property in 21 days', 999, '', NULL, NULL),
	(1089, NULL, 'Update the Change of Tenancy Tracker', 1000, 'https://peoplesenergyco.sharepoint.com/:x:/s/CustomerService/EWZl1jWeAmdCmT-PdR2xgZwBXa3LkofIDBn-YX1PxTRtTQ?e=vasDCD', NULL, NULL),
	(1090, NULL, 'Return to members account', 1001, '', NULL, NULL),
	(1091, NULL, 'Go and check move out is completed', 1002, '‘All Active Tasks’ bar with the subject ‘Supply Ended: Moved Out’.', NULL, NULL),
	(1092, NULL, 'Move Out reads will also be viewable on the ‘Meter Readings’ section of the account', 1003, '', NULL, NULL),
	(1093, NULL, 'Create account note', 1004, 'To leave a note navigate to the ‘Account History’, select the ‘Other’ category and click the orange ‘+’ symbol.', NULL, NULL),
	(1094, NULL, 'Leave a detailed note', 1005, '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),
	(1095, NULL, 'Complete Call', 998, '', NULL, NULL),
	(1099, NULL, 'Click \'Finalise Move Out - Customer Leaving Supply\'', 1008, '', NULL, NULL),
	(1100, NULL, 'Member will receive their final bill in up to 10 days', 1009, '', NULL, NULL),
	(1101, NULL, 'Any credit will be refunded to the member within 2 weeks of the final bill being produced.', 1010, '', NULL, NULL),
	(1102, NULL, 'Investigate why readings haven\'t matched.', 985, 'Go to the member’s account in a new tab and review the previous meter readings under the Meter Reading section', NULL, NULL),
	(1103, NULL, 'Does everything align?', 1011, '', NULL, NULL),
	(1104, NULL, 'Select ‘Continue With Out of Tolerance Readings’', 1012, 'If the member does not have meter readings from the day that they have moved out\n\n 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. \nTo do this, select the ‘Read Not Available – Estimate’ option.', NULL, NULL),
	(1105, NULL, 'See Team Leader or Floorwalker', 1013, '', NULL, NULL),
	(1106, NULL, 'Go back and follow Path', 1014, 'Did the closing reads align with previous readings? > YES', NULL, NULL),
	(1107, 173, 'What is the Scenario?', NULL, '', NULL, NULL),
	(1108, NULL, 'Bill not Accurate', 1015, 'We can’t bill accounts accurately as the system does not recognise payments against consumption (I know ☹). \nWhile we can suppress the bill on Single fuel or DF PP accounts, we can’t suppress them when the meter type is mixed on the account. \nThis means all bills going to customers will look like a bill for their gas and elec consumption and will not consider the Payments made via the PP device.', NULL, NULL),
	(1109, NULL, 'Empathise', 1017, 'acknowledge the inconvenience this will have for all Members not being able to clearly see their bill', NULL, NULL),
	(1110, NULL, 'Ensure', 1018, 'Ensure they know we working on this issue and aim to have a fix soon that will send the correct bill for their consumption used via their credit meter', NULL, NULL),
	(1111, NULL, 'Explain', 1019, '•	Explain that this will have no impact on calculating their correct bill as we can see what consumption has been used via meter readings received for both PP and Credit meters. We are also receiving the payments they made so can calculate the difference', NULL, NULL),
	(1112, NULL, 'Reach out', 1020, 'Speak with your TL if you are unclear of how to resolve the Members enquiry', NULL, NULL),
	(1113, NULL, 'Additional Info', 1021, 'If you can also look at the payments on the account, you can detract from the balance and confirm to the Member what the correct balance will be. \nThis will never be 100% accurate as we may have payments waiting to be updated however at least the Member is aware of what the charges associated to Prepayment are. \nThey can of course still make payments via their DD set up and this won’t change for them as a result of the incorrect bills.', NULL, NULL),
	(1114, NULL, 'DO NOT USE ET PROCESS', 1022, 'ET SHOULD ONLY BE USED WHEN A MEMBER HAS MADE CLEAR THEY DID NOT AGREE TO THE SALE', NULL, NULL),
	(1115, NULL, 'Why would a Customer\'s bill not balance', 1016, 'look at the payments on the account, you can detract from the balance to confirm what the correct balance will be. \n\nThis will never be 100% accurate as we may have payments waiting to be updated however at least the Member is aware of what the charges associated to Prepayment are.', NULL, NULL),
	(1116, NULL, 'What Else', 1023, 'If a customer does not use our key or card then this means that that they will be paying us the money but on their old supplier tariffs therefore could be paying too much. and when this is directed to us it doesn\'t match up.', NULL, NULL),
	(1117, 181, 'Customer Informs they have not received their Card', NULL, '', NULL, NULL),
	(1118, NULL, 'Check for Supply Start Date', 1025, 'We will send out a card a few days before their Supply Start Date. \n\nSometimes cards can be delayed, particularly if they are sent out around weekends or public holidays.', NULL, NULL),
	(1119, NULL, 'Use old Card', 1026, 'Firstly, they CAN continue to use their old card until the new one arrives. \nThey will be paying us for any top ups from the supply start date, but will be on their old supply rate until they can activate the new card.', NULL, NULL),
	(1120, NULL, 'Check if Sent', 1027, 'You can check on Ensek if the new card has been sent out.\n To do so, scroll down to the flow viewer and look for the code SQ01.\n This also includes the date the card should have been sent.\nEnesek occasionally has flow timestamp issues, so be sure to open the flow itself and scroll down through the details to find the Request Date.', NULL, NULL),
	(1121, NULL, 'Member Still not Received Card', 1028, 'We can check with Siemens by contacting them on 08700102110 and providing them the MPRN they will be able to verify if a card has been sent.', NULL, NULL),
	(1122, NULL, 'Alternate options', 1030, 'Members may need a replacement gas card if their current card is lost or damaged. \nThey would also need a new gas card They can pick up a blank new gas card from certain Payzones and Paypoints.\nIf the member is vulnerable, has restricted mobility, or is in an emergency situation, you should call the shop first to ensure they have the key in stock.\nThe member cannot top up the new card when they pick it up. \nThey must return to the meter and activate it first, as when they pick it up the card is blank. \nWhen the card is activated, they can return to the Paypoint/Payzone and top up the card. \nAny brand of card will do, as it\'s blank.', NULL, NULL),
	(1124, NULL, 'Link', 1031, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1125, NULL, 'Password', 1032, 'Password for the spreadsheets is eonSP18\n\nyou will need to open them through the desktop app to access them. The shops in red on the Payzone spreadsheet, or with a red \'E\' beside their name on the Paypoint spreadsheet, are the ones who stock replacement keys and cards.', NULL, NULL),
	(1126, 184, 'What is the scenario?', NULL, '', NULL, NULL),
	(1127, NULL, 'How to change an Existing Member to Paper Bills', 1034, 'locate the All Active Tasks Bar in Ensek', NULL, NULL),
	(1128, NULL, 'Create a new task', 1035, 'type in "billing change send in post"', NULL, NULL),
	(1129, NULL, 'This Should now appear in active tasks', 1036, 'Open the tast and select "send bills in post"', NULL, NULL),
	(1130, NULL, 'The Change is now complete', 1037, 'Remember to advise the member, 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),
	(1131, NULL, 'Additional Notes', 1038, 'We no longer need to have\npaperbilling@peoplesenergy.co.uk on a member’s account in\norder for them to receive bills by post. Please ensure we have\nthe member’s own email address on the account for DPA\npurposes and so they receive other essential communications\nfrom us', NULL, NULL),
	(1132, 185, 'Member mentions feedback', NULL, '', NULL, NULL),
	(1133, NULL, 'Is the feedback about our MST agent or 3rd Party?', 1039, '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),
	(1134, NULL, 'Use the link below to fill out the form', 1041, 'https://forms.office.com/Pages/ResponsePage.aspx?id=5ZTA2q6kLk2B_bN0sIrN7GteZXMs1h9ChXTTpaUzsNxUM0tROTJLRkE2OTlLOUQzSTNLV0U0MU8zSi4u', NULL, NULL),
	(1135, NULL, 'Please fill out each field', 1042, 'Please provide as much feedback as neccessary and click \'Submit\'', NULL, NULL),
	(1136, NULL, 'Potential Complaint', 1040, '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),
	(1137, 186, 'Faulty Key', NULL, 'There are multiple reason that this can happen', NULL, NULL),
	(1138, NULL, 'Cleaning the Key and Re-inserting it can sometimes help', 1043, '', NULL, NULL),
	(1139, NULL, 'This could also be the wrong key', 1044, 'This may be registered to another meter', NULL, NULL),
	(1140, NULL, 'If cleaning the key does not work we will have to arrange an RTI with our PPMIP. (eon)', 1045, 'This will mean that a customer will have to go to a local pay point or payzone location to pick up a new one.\n\nWe will be making a call to our PPMIP EON their number is 0870 7500 210 to arrange an RTI', NULL, NULL),
	(1141, NULL, 'Link to check stock for spare keys (eonSP18)', 1046, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1142, 187, 'Faulty Key', NULL, 'There are multiple reason that this can happen', NULL, NULL),
	(1143, NULL, 'Cleaning the Key and Re-inserting it can sometimes help', 1047, '', NULL, NULL),
	(1144, NULL, 'This could also be the wrong key', 1048, 'This may be registered to another meter', NULL, NULL),
	(1145, NULL, 'If cleaning the key does not work we will have to arrange an RTI with our PPMIP. (eon)', 1049, 'This will mean that a customer will have to go to a local pay point or payzone location to pick up a new one.\n\nWe will be making a call to our PPMIP EON their number is 0870 7500 210 to arrange an RTI', NULL, NULL),
	(1146, NULL, 'Link to check stock for spare keys (eonSP18)', 1050, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1147, 188, 'Faulty Key', NULL, 'There are multiple reason that this can happen', NULL, NULL),
	(1148, NULL, 'Cleaning the Key and Re-inserting it can sometimes help', 1051, '', NULL, NULL),
	(1149, NULL, 'This could also be the wrong key', 1052, 'This could also be the wrong key', NULL, NULL),
	(1150, NULL, 'If cleaning the key does not work we will have to arrange an RTI with our PPMIP. (eon)', 1053, 'This will mean that a customer will have to go to a local pay point or payzone location to pick up a new one.\n\nWe will be making a call to our PPMIP EON their number is 0870 7500 210 to arrange an RTI', NULL, NULL),
	(1152, NULL, 'Link to check stock for spare keys (eonSP18)', 1054, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1153, 189, 'Faulty Key', NULL, 'There are multiple reason that this can happen', NULL, NULL),
	(1154, NULL, 'Cleaning the Key and Re-inserting it can sometimes help', 1055, '', NULL, NULL),
	(1155, NULL, 'This could also be the wrong key', 1056, 'This may be registered to another meter', NULL, NULL),
	(1156, NULL, 'If the key does not work we will have to arrange an RTI with our PPMIP. (eon)', 1057, 'This will mean that a customer will have to go to a local pay point or payzone location to pick up a new one.\n\nWe will be making a call to our PPMIP EON their number is 0870 7500 210 to arrange an RTI', NULL, NULL),
	(1157, NULL, 'Link to check stock for spare keys (eonSP18)', 1058, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1158, 183, 'Smart Meter Tariff Change', NULL, 'What is the scenario?', NULL, NULL),
	(1159, NULL, 'What tariff?', 1059, 'We should advise customers they will be put on the People\'s Energy Variable Credit Tariff', NULL, NULL),
	(1160, NULL, 'Who will do this?', 1061, 'Currenlty we need to arrange for a FW or Direct Debit Team to do the tariff change\n\nWe will also need to advise the customer they must call 0131 285 5510 to set up the Direct Debit', NULL, NULL),
	(1161, NULL, 'How will we do this?', 1062, 'We will create a child ticket and ensure that it\'s assigned to the Floorwalkers Group with a Ticket Priority as Medium. \n\nIf this is an email received on PP freshdesk (the blue one) you will need to create a new ticket on MST freshdesk within the Floorwalkers group (ensuring on the PP freshdesk you add a note with the new ticket ID)', NULL, NULL),
	(1162, NULL, 'Addtional Notes', 1063, 'When creating a child ticket Please make sure you always put yourself as contact, the group as floorwalkers and the agent blank. \n\nIf you have any questions please reach out to a floorwalker or a team leader who will be happy to help you.', NULL, NULL),
	(1163, NULL, 'We would Transfer the call to the Direct Debit Line', 1060, '', NULL, NULL),
	(1164, NULL, 'Why?', 1064, 'We are not currently able to do the tariff change or set up Direct Debits - the quickest way for this to be actioned all in one call from the customer - we would transfer to an Credit MST agent - the number is +441312855510', NULL, NULL),
	(1166, NULL, '£ in Meter', 1066, 'If the customer has £0.00 credit on their meter and is off supply Ask the customer to try to activate emergency credit.\n\nIf the customer has £0.00 credit on their meter and is off supply and not able to activate emergency credit\nwe need to get the customer to press number ‘7’ &/or ‘8’ on the meter and we need to know what it says.\nIf there is no numbers on the meter then it should be ‘A’ &/or ‘B’ buttons.\n\nIf the meter states \'NOT USED\' then this means the customers meter has gone into credit mode and therefore should not be off supply due to low funds', NULL, NULL),
	(1167, NULL, 'What it also might be', 1067, 'Check Appliances\nPlease advise the customer to check their appliances to make sure they are fully off supply.\nCustomer may also think they are off supply because there is no hot water or the boiler is off \n\nAdditional Checks\nCheck the fuses to ensure it\'s not a fuse to the boiler etc..\nCheck other gas appliances\nCheck the ECR to ensure that gas is flowing\n\nECR = Emergency Control Valve\nThis should have a red handle and located near the meter pipes', NULL, NULL),
	(1168, NULL, 'Emergency Job', 1068, 'Fill out the Emergency Booking Form and send to Designated SPOC\nfor Emergency Jobs (currently Michael Boyle).\nHe will then call to discuss.\nPlease note - we must answer all questions on booking form.', NULL, NULL),
	(1169, NULL, 'Emergency Booking Form', 1069, 'Emergency Booking Forms can be found on the main page of iknow', NULL, NULL),
	(1170, NULL, 'Additional Notes and Next Steps', 1070, 'We must advise the customer they need to be at the property. \n\nThe engineer can not do the work if there is no-one at the property over the Age of 18. \n\nThe Engineer aims to be there in the next 4hrs but this may depend on current emergencies in their local area', NULL, NULL),
	(1171, NULL, 'Does the customer think they are in a dangerous situation?', 525, '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),
	(1172, NULL, 'Is the Electricity meter showing lights, movement or display?', 1071, 'If the customer advises NO then they will need to report this to their DNO. (double check to ensure the meter is not in sleep mode) \n\nIf the customer advises YES then this normally indicates that there is power coming into the property.', NULL, NULL),
	(1173, NULL, 'Check the fuse box to ensure all switches aren’t off', 1073, 'Check Appliances\nPlease advise the customer to check their appliances to make sure they are fully off supply.', NULL, NULL),
	(1174, NULL, 'Power Cut or Contact DNO', 1072, '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),
	(1175, NULL, '£ in Meter', 1074, '£ in Meter\nIf the customer has £0.00 credit on their meter and is off supply Ask the customer to try to activate emergency credit.\n\nIf the customer has £0.00 credit on their meter and is off supply and not able to activate emergency credit\nwe need to get the customer to press number ‘7’ &/or ‘8’ on the meter and we need to know what it says.\nIf there is no numbers on the meter then it should be ‘A’ &/or ‘B’ buttons.\n\nIf the meter states \'NOT USED\' then this means the customers meter has gone into credit mode and therefore should not be off supply due to low funds', NULL, NULL),
	(1176, NULL, 'NOT NEEDED', 1076, 'If they are on supply an emergency job is not needed and the customer should not go off supply.Advise them re that when they top up E-credit used will be taken off their top up so it can then be used in the next emergency', NULL, NULL),
	(1177, NULL, 'Emergency Job', 1075, 'Emergency Job\nFill out the Emergency Booking Form and send to Designated SPOC\nfor Emergency Jobs (currently Michael Boyle).\nHe will then call to discuss.\nPlease note - we must answer all questions on booking form.', NULL, NULL),
	(1178, NULL, 'Emergency Booking Form', 1077, 'Emergency Booking Forms can be found on the main page of iknow', NULL, NULL),
	(1179, NULL, 'Additional Notes and Next Steps', 1078, 'We must advise the customer they need to be at the property.\n\nThe engineer can not do the work if there is no-one at the property over the Age of 18.\n\nThe Engineer aims to be there in the next 4hrs but this may depend on current emergencies in their local area', NULL, NULL),
	(1180, 141, 'The Meter Screen is blank', NULL, 'This process should only be used if the Customer is on Supply - Off Supply we would follow the Emergency Appointment Process\n\nEven with Prepayment Meters - The customer should call us back if they were then to go off supply and we would follow the Emergency Appointment Process', NULL, NULL),
	(1181, NULL, 'Sleep Mode', 1079, 'First we need to determine whether the meter is just asleep. Take Member through the relevant steps to wake it up.\nAlways ask the member to send in a video of the meter, whilst they follow the steps.\nwe need this as proof when booking a job for a blank screen', NULL, NULL),
	(1182, NULL, 'Type of Meter', 1080, 'We need to check if this is a traditional meter, S1 or S2 meter.\nThe smart team can tap into a S2 meter and see if there is a fault or if they can fix it on their side.\n\nplease raise a ticket with smart team to tap into a Smets 2 meter first.', NULL, NULL),
	(1183, NULL, 'Check MAM', 1081, 'You can check this by dropping down the meter point and next to (MAM - GTM ect) < this is National grid.\nIf 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),
	(1185, NULL, 'Book an Appointment', 1082, 'If the customer wants a smart meter we can install S2 duel exchange this would be done by Magnum.\nYou should raise a back office helpdesk ticket along with the correct booking form.\nMetering team will then book a job with magnum.\nMagnum then aim to contact the customer within a 14 working day period to arrange and date and time that suits the customer best.\n\nPlease Note - We can\'t book an appointment without the video', NULL, NULL),
	(1186, NULL, 'Book an Appointment', 1083, '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.\nWe 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).\n\nYou would then fill out a booking form and raise it as a Back Office ticket\n\nPlease note - We can\'t book an appointment without the video', NULL, NULL),
	(1187, 190, 'The Meter Screen Is blank', NULL, 'This process should only be used if the Customer is on Supply - Off Supply we would follow the Emergency Appointment Process\n\nEven with Prepayment Meters - The customer should call us back if they were then to go off supply and we would follow the Emergency Appointment Process', NULL, NULL),
	(1188, NULL, 'Sleep Mode', 1084, 'First we need to determine whether the meter is just asleep. Take Member through the relevant steps to wake it up.\nAlways ask the member to send in a video of the meter, whilst they follow the steps.\nwe need this as proof when booking a job for a blank screen', NULL, NULL),
	(1189, NULL, 'Type of Meter', 1085, 'We need to check if this is a traditional meter, S1 or S2 meter.\nThe smart team can tap into a S2 meter and see if there is a fault or if they can fix it on their side.\n\nplease raise a ticket with smart team to tap into a Smets 2 meter first.', NULL, NULL),
	(1190, NULL, 'Book an Appointment', 1086, 'Electric jobs are always booked with magnum\n\nAdvise the customer we will book the job with magnum and magnum will contact the customer to discuss a date and time that suits.\n\nMagnum usually call the customer within a 14 working day timescale to discuss.\n\nPlease Note - We can\'t book an appointment without the video', NULL, NULL),
	(1191, NULL, 'dual exchange', 1087, '*Does the customer have traditional meters?\n\n*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.\nPlease advise on booking form next to Traditional or smet 2 duel exchange', NULL, NULL),
	(1192, 175, 'Entering Meter Reads on Ensek', NULL, '', NULL, NULL),
	(1197, NULL, 'Select the Relevant Meter Points', 497, '', NULL, NULL),
	(1198, NULL, 'Select the Reason', 1103, 'Please add supporting information in this box (and the account history notes later) \n\nclick ET loss reason is Valid', NULL, NULL),
	(1199, NULL, 'Choose payment date', 1104, 'Click use existing payment date', NULL, NULL),
	(1200, NULL, 'Account History', 1105, 'Add a note explaining this and the name of the TL authorising the raising of an ET Loss Query.', NULL, NULL),
	(1201, NULL, 'Double Check the flows on Ensek', 1029, 'Scroll down to the bottom of Ensek and locate the flow Viewer and locate a flow called SQ01', NULL, NULL),
	(1202, NULL, 'Check', 1106, 'We can check the date this was issued etc.. and also check the date supply started/starts. \n\nIf customer is concerned that they are going to run out of credit they can continue to use their old key or card or we can check local shops in their area.', NULL, NULL),
	(1203, NULL, 'Next Steps', 1108, 'advise the customer to call back after supply starts - advise them to run down their existing credit.  Inform the member re Emergency Credit and Friendly Credit. issue with PP number .  Also re-iterate that they can still use their old card until the new one arrives.', NULL, NULL),
	(1204, NULL, 'What is best for the customer?', 1109, 'We should send them a card using the SQ05 task in ensek\n\nThey can also pick up a card from local store if they don\'t have an old one - the card they pick up may be froma  different supplier.  they should use this until our card arrives.', NULL, NULL),
	(1205, NULL, 'Send SQ05', 1110, 'The SQ05 data flow is sent to Siemens to instruct them to send a replacement card\ncard to a customer. An SQ05 can only be sent if an SQ01 has previously been sent for\nthat MPRN.', NULL, NULL),
	(1206, NULL, 'Check the Alerts area', 1112, 'check if there is not a cancellation or objection for gas, if there is do not proceed.', NULL, NULL),
	(1207, NULL, 'Creating the Prepare SQ05 Task', 1113, '1. Locate the All Active Tasks tile and click to expand it.\n2. Search for the required task by entering SQ05 into the search field.\n3. Select Prepare SQ05 from the drop-down.\n4. Click the down arrow on the Create Task button and select Create Task for Meter\nPoint <meterpoint number> MPRN.', NULL, NULL),
	(1208, NULL, 'Task Created', 1114, 'A message appears in the top right of the screen to confirm the task has been created\nand the task appears on the New tab of the All Active Tasks tile.', NULL, NULL),
	(1209, NULL, 'Work the Task', 1115, '1. On the All Active Tasks tile, click the Prepare SQ05 task to open it.\nThe task opens, showing the fields on the SQ05 that need to be filled.', NULL, NULL),
	(1210, NULL, 'Complete the SQ05 flow for a replacement gas card', 1117, 'The following fields are mandatory for all records:\n• Record Type\n• Meter Point Reference\n• Supplier Id\n• Job Type\n• Job Number\n• Withdrawal Reason\n• Withdrawal Date\n\nIf you are unsure please use the tables provided on the document Sending a SQ05 to a PPMIP to help you complete it. (a fw can provide you with this if you don\'t have it)', NULL, NULL),
	(1211, NULL, 'Local Shops', 1111, 'They can pick up a blank new gas card from certain Payzones and Paypoints.\nIf the member is vulnerable, has restricted mobility, or is in an emergency situation, you should call the shop first to ensure they have the key in stock.\nThe member cannot top up the new card when they pick it up.\nThey must return to the meter and activate it first, as when they pick it up the card is blank.\nWhen the card is activated, they can return to the Paypoint/Payzone and top up the card.\nAny brand of card will do, as it\'s blank.', NULL, NULL),
	(1212, NULL, 'Link to local shop spreadsheet', 1118, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1213, NULL, 'Password', 1119, 'Password for the spreadsheets is eonSP18\n\nyou will need to open them through the desktop app to access them. The shops in red on the Payzone spreadsheet, or with a red \'E\' beside their name on the Paypoint spreadsheet, are the ones who stock replacement keys and cards.', NULL, NULL),
	(1214, NULL, 'SQ05', 1120, 'The SQ05 data flow is sent to Siemens to instruct them to send a replacement payment\ncard to a customer. An SQ05 can only be sent if an SQ01 has previously been sent for\nthat MPRN.', NULL, NULL),
	(1215, NULL, 'Check the Alerts area', 1121, 'check if there is not a cancellation or objection for gas, if there is do not proceed.', NULL, NULL),
	(1216, NULL, 'Creating the Prepare SQ05 Task', 1122, '1. Locate the All Active Tasks tile and click to expand it.\n2. Search for the required task by entering SQ05 into the search field.\n3. Select Prepare SQ05 from the drop-down.\n4. Click the down arrow on the Create Task button and select Create Task for Meter\nPoint <meterpoint number> MPRN.', NULL, NULL),
	(1217, NULL, 'Task Created', 1123, 'A message appears in the top right of the screen to confirm the task has been created\nand the task appears on the New tab of the All Active Tasks tile.', NULL, NULL),
	(1218, NULL, 'Work the Task', 1124, '1. On the All Active Tasks tile, click the Prepare SQ05 task to open it.\nThe task opens, showing the fields on the SQ05 that need to be filled.', NULL, NULL),
	(1219, NULL, 'Complete the SQ05 flow for a replacement gas card', 1125, 'The following fields are mandatory for all records:\n• Record Type\n• Meter Point Reference\n• Supplier Id\n• Job Type\n• Job Number\n• Withdrawal Reason\n• Withdrawal Date\n\nIf you are unsure please use the tables provided on the document "Sending a SQ05 to a PPMIP" to help you complete it. (a fw can provide you with this if you don\'t have it)', NULL, NULL),
	(1220, NULL, 'Checking the Alerts', 1107, 'Check the Alerts area to ensure there is not a cancellation or objection for gas. If\nthere is, do not proceed.\n\nIf not We will now process getting a new card to the member', NULL, NULL),
	(1221, NULL, 'Creating the Prepare SQ01 Task', 1126, '1. Locate the All Active Tasks tile and click to expand it.\n2. Search for the required task by entering SQ01 into the search field.\n3. Select Prepare SQ01 from the drop-down.\n4. Click the down arrow on the Create Task button and select Create Task for Meter\nPoint <meterpoint number> MPRN.', NULL, NULL),
	(1222, NULL, 'Task Created', 1127, 'A message appears in the top right of the screen to confirm the task has been created\nand the task will appear on the New tab of the All Active Tasks tile', NULL, NULL),
	(1223, NULL, 'Working with the Prepare SQ01 Task', 1128, '1. On the All Active Tasks tile, click the Prepare SQ01 task to open it.\nThe task opens, showing the fields on the SQ01 that need to be filled.\n2. Populate the fields', NULL, NULL),
	(1224, NULL, 'Mandatory Fields', 1129, 'The following fields are mandatory for all records:• Record Type• Meter Point Reference• Supplier Id• Job Type• Job Number• Withdrawal Reason• Withdrawal DateAfter all mandatory fields are populated, the Send button becomes available.3. Click Send to send the flow.\n\nThe Card will now be sent to the member via our PPMIP.', NULL, NULL),
	(1225, NULL, 'Next', 1131, 'They can pick up a blank new gas card from certain Payzones and Paypoints.\nIf the member is vulnerable, has restricted mobility, or is in an emergency situation, you should call the shop first to ensure they have the key in stock.\nThe member cannot top up the new card when they pick it up.\nThey must return to the meter and activate it first, as when they pick it up the card is blank.\nWhen the card is activated, they can return to the Paypoint/Payzone and top up the card.\nAny brand of card will do, as it\'s blank.', NULL, NULL),
	(1226, NULL, 'Link to Shops with stock', 1132, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1227, NULL, 'Password', 1133, 'Password\nPassword for the spreadsheets is eonSP18\n\nyou will need to open them through the desktop app to access them. The shops in red on the Payzone spreadsheet, or with a red \'E\' beside their name on the Paypoint spreadsheet, are the ones who stock replacement keys and cards.', NULL, NULL),
	(1228, NULL, 'Seek Assistance', 1134, 'Speak to a fw/tl about how we can get the lost credit back to a customer.', NULL, NULL),
	(1230, NULL, 'Link to shops with Stock', 1136, 'https://peoplesenergyco.sharepoint.com/sites/CustomerService/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FCustomerService%2FShared%20Documents%2FPrepayment&p=true&originalPath=aHR0cHM6Ly9wZW9wbGVzZW5lcmd5Y28uc2hhcmVwb2ludC5jb20vOmY6L3MvQ3VzdG9tZXJTZXJ2aWNlL0VzNHRES0gwQ1d0TmxzT0pUWXJ1a29rQmRzbU9nSlF3dTEzcWxTWWdOS2tKTVE_cnRpbWU9amphOEN1SDcxMGc', NULL, NULL),
	(1231, NULL, 'Password', 1137, 'Password\nPassword for the spreadsheets is eonSP18\n\nyou will need to open them through the desktop app to access them. The shops in red on the Payzone spreadsheet, or with a red \'E\' beside their name on the Paypoint spreadsheet, are the ones who stock replacement keys and cards.', NULL, NULL),
	(1232, NULL, 'Seek Assistance', 1138, 'Speak to a fw/tl about how we can get the lost credit back to a customer.', NULL, NULL),
	(1242, 191, 'What is the Scenario?', NULL, '', NULL, NULL),
	(1243, NULL, 'What type of meter do they have?', 1151, '', NULL, NULL),
	(1244, NULL, 'What type of meter do they have?', 1152, '', NULL, NULL),
	(1245, NULL, 'What type of Smart Meter?', 1153, '', NULL, NULL),
	(1246, NULL, 'Activate Emergency Credit', 1157, 'Advise the customer to press number 7 on their meter - \nIf there is less than £2 in their meter the Emergency Credit will be offered. Advise them to press the A button to accept.', NULL, NULL),
	(1247, NULL, 'Activate Emergency Credit', 1158, 'Press the \'A\' Button on your meter to turn on the screen\nPress the \'A\' Button again. If EC is available it\'s say EMCR in the top right of the screen \nPress the \'B\' Button to activate emergency credit\nPressing the A Button again will show how much emergency credit they have left.', NULL, NULL),
	(1248, NULL, 'Advise the customer', 1160, 'Advise they will begin to repay their Emergency credit from their next top up', NULL, NULL),
	(1249, NULL, 'Advise the Customer', 1159, 'Advise they will begin to repay their Emergency credit from their next top up', NULL, NULL),
	(1250, NULL, 'Insert Card', 1154, 'Insert/Re-insert Card into the meter\nThey will then have the option to use the emergency credit. \nAccept it by pressing the red \'A\' Button', NULL, NULL),
	(1251, NULL, 'Re-paying', 1161, 'If you don\'t buy enough credit to repay the money owed on the meter when they top-up the meter will still leave the member with at least 30% of their top-up to use for your gas.', NULL, NULL),
	(1252, NULL, 'Insert Key', 1156, 'Insert (or take out and re-insert) the key in to the electricity meter. This will activate the emergency credit', NULL, NULL),
	(1253, NULL, 'What type of Smart Meter', 1155, '', NULL, NULL),
	(1254, NULL, 'Activate Emergency Credit', 1162, 'Advise the customer to press number 7 on their meter -\nIf there is less than 50p in their meter the Emergency Credit will be offered. Advise them to press the A button to accept.', NULL, NULL),
	(1255, NULL, 'Activate Emergency Credit', 1163, 'Press the \'A\' Button on your meter to turn on the screen\nPress the \'A\' Button again. If EC is available it\'s say EMCR in the top right of the screen\nPress the \'B\' Button to activate emergency credit\nPressing the A Button again will show how much emergency credit they have left.', NULL, NULL),
	(1256, NULL, 'Friendly Emergency Credit', 1164, 'Advise customer of how Friendly Emergency Credit works and the times this is associated with', NULL, NULL),
	(1257, NULL, 'Repaying', 1165, 'The customer need to pay back the emergency credit and anything else they owe to return to normal use. To find out the smallest amount you\'ll need to top up, press the ‘display’ button on your meter once. This amount will pay for the emergency credit you\'ve used, any debt repayments and standing charges.', NULL, NULL),
	(1258, NULL, 'Friendly Emergency Credit', 1166, 'Advise customer of how Friendly Emergency Credit works and the times this is associated with', NULL, NULL),
	(1259, NULL, 'Repaying', 1167, 'The customer need to pay back the emergency credit and anything else they owe to return to normal use. To find out the smallest amount you\'ll need to top up, press the ‘display’ button on your meter once. This amount will pay for the emergency credit you\'ve used, any debt repayments and standing charges.', NULL, NULL),
	(1260, NULL, 'Additional Notes', 1168, 'If this isn\'t offered/activated they may have too much regular credit for the EMCr to be activated.', NULL, NULL),
	(1261, NULL, 'Friendly emergency Credit', 1169, 'advise customer of how friendly emergency credit works and the times this is associated with', NULL, NULL),
	(1262, NULL, 'Repaying', 1170, 'The customer need to pay back the emergency credit and anything else they owe to return to normal use. To find out the smallest amount you\'ll need to top up, press the ‘display’ button on your meter once. This amount will pay for the emergency credit you\'ve used, any debt repayments and standing charges.', NULL, NULL),
	(1263, 192, 'What is the Scenario?', NULL, '', NULL, NULL),
	(1272, NULL, 'What type of meters do they have?', 1172, 'If the customer has Pre payment meters and wants Credit meters we can change these over to S2 meters. This will be done free of charge for the customer. \nIf the customer supply is not live with us yet, we cannot book in a job until the first day off supply. (don\'t raise ticket until first day of supply)\nIf the customers supply is with us this can be raised to BO on the day the customer contacts us.\nIf the customer has Smet 1 PP meters we can exchange these over the same process as traditional to credit.\nThe Customer needs to have a DD set up before sending the request through.\nPLEASE NOTE - Magnum have a 2 month back log at the moment so please advise these timescales for magnum to make contact with the member.', NULL, NULL),
	(1276, NULL, 'Standard Exchange – Pre Pay – Credit.', 1181, 'A traditional PP can be exchanged for credit meter, however, we need to advise the customer that it can only be exchanged for S2 duel exchange. \nThe reason for this is that S2 meters will be installed free of charge for the customer - \nif they want traditional credit meters this will be a chargeable job. Customer will pay the callout charge of £105 plus the price to install the meter; £27.50 for electric and £45.00 for gas.', NULL, NULL),
	(1279, 194, 'How to Read a Smart Meter', NULL, '', NULL, NULL),
	(1280, NULL, 'This differs depending on the meter set up', 1187, '', NULL, NULL),
	(1281, NULL, 'Meter Read', 1189, 'Pressing button ‘9’ on the meter\'s keypad will supply read information.\nA single button press will show your total read used for billing purposes, displayed as ‘volume’ followed by the read itself in m3.', NULL, NULL),
	(1282, NULL, 'Additional Notes', 1192, 'you may need to wake up the Smart Meter first', NULL, NULL),
	(1283, NULL, 'Meter Reading - Single Rate', 1190, 'Pressing button ‘9’ on the meter keypad will supply read information.\n\nA single button press will show the Total read for use if you have a single rate tariff, displayed as “IMP kWh” followed by the read itself in kWh\n\nthis will time out after approx 4 seconds and move to the next screen.', NULL, NULL),
	(1284, NULL, 'Additional Notes', 1193, 'Additional presses of button ‘9’ on the keypad (or waiting for the auto scroll) will scroll through additional displays including Export energy.', NULL, NULL),
	(1285, NULL, 'Meter Reading - Multi Rate', 1191, 'Pressing button 6 on the meters keypad will display your individual registered readings. \n\nA single button press will first display your tariff, followed by your individual registers displayed as “IMP R01” and “IMP R02”, followed by the read itself in kWh.\n\nBy pressing button 9 on a multi rate meter, you will see your total read.', NULL, NULL),
	(1286, NULL, 'General Guidance', 1188, 'This is general guidance for A or B buttons and some meters may differ slightly.', NULL, NULL),
	(1287, NULL, 'WAKE UP', 1194, 'Press A on the meter this will wake the meter up and the default screen should show the current meter reading.\n\nYou can also keep pressing the A button until you get to METER INDEX - the number shown below this is the meter reading', NULL, NULL),
	(1288, NULL, 'WAKE UP', 1195, 'Press the "select" on the meter this will wake the meter up and the default screen should show the current gas meter reading.', NULL, NULL),
	(1289, NULL, 'Additional info', 1196, 'The meter may cycle through other screens automatically but the first screen showing is the meter reading', NULL, NULL),
	(1290, NULL, 'Additional Info', 1197, 'The meter may cycle through other screens automatically but the first screen showing is the meter reading', NULL, NULL),
	(1291, 193, 'What is the Scenario?', NULL, '', NULL, NULL),
	(1292, NULL, 'Advice', 1198, 'We collect meter readings from the customer when they top up - It is on rare occasions we may need a meter reading.', NULL, NULL),
	(1293, NULL, 'What Type of Meter?', 1200, '', NULL, NULL),
	(1294, NULL, 'Getting a Reading', 1201, 'Press the blue button on your meter to get the screen information up. Press the blue button again to go from screen to screen. The reading is on screen H', NULL, NULL),
	(1295, NULL, 'Getting a Reading', 1202, 'Press the blue button on your meter to get the screen information up. Press the blue button again to go from screen to screen. The readings are on screens H and J', NULL, NULL),
	(1296, NULL, 'Getting a reading', 1203, 'Press the A button to turn the screen on\nOnce the screen has loaded press the red A button twice \nYou should see a screen that says Meter Index (this is the reading)', NULL, NULL),
	(1297, NULL, 'What type of Meter?', 1199, '', NULL, NULL),
	(1298, NULL, 'What time is it?', 1206, 'each dial moves in a direction opposite to the one before it. AS before, read meter from left to right. If the point is in between two numbers, record the lowest one.\n\nIf a dial is between 0 and 9, write down 9 and then reduce the dial on the left of it by 1.\n\nDo not record the last dial.', NULL, NULL),
	(1299, 195, 'Is the customer still within Cool Off?', NULL, '', NULL, NULL),
	(1300, NULL, 'Seek Assistance', 1209, 'There may be enough time for a fw to raise a mantis ticket to get this cancelled. If it is too close to the SSD it may not get worked in time and could potentially be an ET.\n\nFollow ET guidelines as neccessary', NULL, NULL),
	(1301, NULL, 'Check Active Tasks', 1208, 'We are looking to see if the following appears - \n\nCancel In Cooling Off Pending Gas: Cancel In Cooling Off Pending Gas\nDeappoint DA: Prepare D151\nDeappoint MOP: Prepare D151\nDeappoint DC: Prepare D151', NULL, NULL),
	(1302, NULL, 'Process CIC again', 1210, 'We then Need to wait 10 minutes', NULL, NULL),
	(1308, 197, 'Customer informs they have not received their key', NULL, '', NULL, NULL),
	(1309, NULL, 'When does the Supply Start?', 1216, 'The course of action we take will depend on a few possibilities depending on the Supply Start Date', NULL, NULL),
	(1310, NULL, 'No Action', 1218, 'Ensek should automatically process a task for a key to be sent out. \nThis is usually done 3 days before the SSD - for example if the Supply Start Date is the 15th the key would be sent out on the 12th.', NULL, NULL),
	(1311, NULL, 'Has a key been sent?', 1219, 'We will now check Ensek to see if a key has been sent out.', NULL, NULL),
	(1312, NULL, 'Account History Notes', 1220, 'We will be looking for the following 2 items to be shown in the Account History Notes \n\nTask created: PP Issue Customer Key:\n\nCompleted PP Issue Customer Key: with outcome Closed', NULL, NULL),
	(1313, NULL, 'The key has been issued by ensek', 1221, 'We should now check when it was completed. It may be that there is a small delay in receiving it and we should apologise and ask the customer to wait a couple more days if they have still not received it we can arrange for either one to be re-issued or an RTI, where they can pick up one.', NULL, NULL),
	(1315, NULL, 'Advise the Customer', 1227, 'Inform the Customer the system has processed the request for a new key and this should be with them on or just before their supply start date. \n\nAdvise if it still hasn\'t arrived the day after their SSD and they need to make a top up. They can still use their old key. They can call us back up after such date and we can arrange for a replacement to be sent/RTI', NULL, NULL),
	(1328, NULL, 'Has a Key Been Sent?', 1217, 'We will now check Ensek to see if a key has been sent out', NULL, NULL),
	(1329, NULL, 'Account History Notes', 1238, 'We will be looking for the following 2 items to be shown in the Account History Notes\n\nTask created: PP Issue Customer Key:\n\nCompleted PP Issue Customer Key: with outcome Closed', NULL, NULL),
	(1330, NULL, 'Has the key been sent?', 1239, 'We should now check when it was completed. It may be that there is a small delay in receiving it and we should apologise and ask the customer to wait a couple more days if they have still not received it we can arrange for either one to be re-issued or an RTI, where they can pick up one.', NULL, NULL),
	(1332, NULL, 'The Key has not Been Issued', 1223, 'We need to establish the Urgency of the customer needing their key. \n\nA customer may wish to collect a key or if they are happy to wait the customer we can send it out!', NULL, NULL),
	(1333, NULL, 'Calling a Third Party', 1241, 'During the Call with a Member\nPlace the call on hold as normal using the hold button, located at the foot of the Call Box\n\nCalling a Third Party\n\nDuring the Call with a Member\nPlace the call on hold as normal using the hold button, located at the foot of the Call Box\n\nClick on Transfer Button\n\nType in the Eon where you would type the number\n\nClick Warm Transfer', NULL, NULL),
	(1334, NULL, 'Wait to be Disconnected', 1244, 'Wait for the 3rd Party to disconnect the call - This will indicate the warm transfer has failed and you\'ll be able take the member off hold and resume the conversation', NULL, NULL),
	(1335, NULL, 'Issue Customer with RTI', 1245, 'Ask the customer to read the RTI code back to you to ensure it\'s correct.', NULL, NULL),
	(1336, NULL, 'Check Local Shops', 1246, 'Check your email for the latest payzone/paypoint spare key stockists\n\nThe member must collect an EDF/EON/NPOWER key\n\nThe member can top up straight away', NULL, NULL),
	(1338, NULL, 'Password is eonSP18', 1247, '', NULL, NULL),
	(1339, NULL, 'Vulnerability', 1248, 'If the member is vulnerable, has restricted mobility, or is in an emergency situation, you should call the shop first to ensure they have the key in stock.\n\nYou will need to dynamically assess this for non vulnerable members based on the tone of call.', NULL, NULL),
	(1341, NULL, 'What info do EON need?', 1243, 'You will need to confirm the meter serial number with EON\n\nYou will then be provided with an RTI code - Make a note and double check this is correct on the call.\n\nThis is all that is required from the call.', NULL, NULL),
	(1342, NULL, 'Go back and follow the flow "finished"', 1250, '', NULL, NULL),
	(1345, NULL, 'Creating the PP Issue Customer Key Task', 1242, '1. Locate the All Active Tasks tile and click to expand it\n\n2.Search for the required task by entering D190 into the search field\n\n3.SelectPP Issue Customer Key from the drop-down.\n\n4.Click the down arrow on the Create Task button and select Create Task for Meter Point<meterpoint number> MPAN\n\nA message will now appear in the top right of the screen to confirm the task has been created and the task will appear on the New tab of the All Active Tasks tile.', NULL, NULL),
	(1346, NULL, 'Working with the PP issue Customer Key Task', 1251, 'Allow the task to load, refresh the page and the details will be populated\n\nSignpost 3-5 Working days for the key to arrive.\n\nAdvise to register in the meter before topping up', NULL, NULL),
	(1348, NULL, 'When was it created', 1222, 'Check when the task created is showing - it may be that there has not been enough time for the system to work the task. If it has been created today check back in 1-2 days time', NULL, NULL),
	(1350, NULL, 'The Key has been Issued', 1253, 'We should now check when it was completed. It may be that there is a small delay in receiving it and we should apologise and ask the customer to wait a couple more days if they have still not received it we can arrange for either one to be re-issued or an RTI, where they can pick up one.', NULL, NULL),
	(1351, NULL, 'What would the customer like to do?', 1254, '', NULL, NULL),
	(1352, NULL, 'Arrange an RTI', 1256, 'Calling a Third Party\n\nDuring the Call with a Member\nPlace the call on hold as normal using the hold button, located at the foot of the Call Box\n\nClick on Transfer Button\n\nType in the Eon where you would type the number\n\nClick Warm Transfer', NULL, NULL),
	(1353, NULL, 'What info do EON need?', 1257, 'You will need to confirm the meter serial number with EON\n\nYou will then be provided with an RTI code - Make a note and double check this is correct on the call.\n\nThis is all that is required from the call.', NULL, NULL),
	(1354, NULL, 'Go back and follow the flow "finished"', 1258, '', NULL, NULL),
	(1355, NULL, 'Wait to be disconnected', 1259, 'Wait for the 3rd Party to disconnect the call - This will indicate the warm transfer has failed and you\'ll be able take the member off hold and resume the conversation', NULL, NULL),
	(1356, NULL, 'Issue Customer with RTI', 1260, 'Ask the customer to read the RTI code back to you to ensure it\'s correct.', NULL, NULL),
	(1361, NULL, 'Check Local Shops', 1265, 'Check your email for the latest payzone/paypoint spare key stockists\n\nThe member must collect an EDF/EON/NPOWER key and can top up straight away', NULL, NULL),
	(1362, NULL, 'Password is eonSP18', 1266, '', NULL, NULL),
	(1363, NULL, 'Vulnerability', 1267, 'If the member is vulnerable, has restricted mobility, or is in an emergency situation, you should call the shop first to ensure they have the key in stock.\n\nYou will need to dynamically assess this for non vulnerable members based on the tone of call.', NULL, NULL),
	(1365, NULL, 'Creating the PP issue Customer Key Task', 1255, '1. Locate the All Active Taskstile and click to expand it\n\n2.Search for the required task by entering D190 into the search field\n\n3.SelectPP Issue Customer Key from the drop-down.\n\n4.Click the down arrow on the Create Task button and select Create Task for Meter Point<meterpoint number> MPAN\n\nA message will now appear in the top right of the screen to confirm the task has been created and the task will appear on the New tab of the All Active Tasks tile.', NULL, NULL),
	(1366, NULL, 'Working with the PP issue Customer Key Task', 1269, 'Allow time for the D190 Prepay Key request task to auto populate.\n\nAfter all fields are populated the "send" box will become available.\n\nClick Send to send the flow\n\nClick "Prepay Key Request" to request the prepayment Key', NULL, NULL),
	(1367, NULL, 'Additional Info', 1270, 'It may take a while for this to pre-populate so check back at least an hour later.\n\nIf it still hasn\'t then please reach out to a FW/TL about which fields need to be populated and how.\n\nAdvise customer of timescales for a new key', NULL, NULL),
	(1368, NULL, 'If key has still not been sent', 1271, 'Please go back and follow the supply started routed of this iKnow Process', NULL, NULL),
	(1370, NULL, 'What is the Scenario?', NULL, '', NULL, NULL),
	(1371, 198, 'What is the Scenario?', NULL, 'In all instances we need to make sure we have the correct Meter information and the customer does not have smart meters.\nIf the customer has a smart meter they will not receive a key and the Smets 1 credit mode process should be followed.', NULL, NULL),
	(1401, NULL, 'EMAIL', 1302, 'If the customer wants to think about it we can email the quote to them.\n\nSignpost them to the relevant pages on our website if they wish to consider us in the future', NULL, NULL),
	(1402, NULL, 'Transfer/Call Back', 1303, 'Apologise and advise we don\'t currently support Prepayment for Smart Meters, but it is something we are working on. \n\nOffer to transfer to the Credit line and that they may be able to discuss credit tariff options with them. \n\nSign Post them to our Website to look at Credit tariffs if they don\'t wish to be transferred.\n\nThank them for calling', NULL, NULL),
	(1403, NULL, 'Who is Eligible?', 329, 'A member can be added if they:\n\nare of pensionable age,\nhave children in your home under the age of 5,\nare disabled or chronically ill,\nhave a hearing or visual impairment or additional communication needs,\nhave a long-term medical condition, especially if it involves electricity powered support\nare in a vulnerable situation like a mental health condition that impacts your understanding of your bill or another temporary circumstance, that means you need extra support for a period of time.', NULL, NULL),
	(1404, NULL, 'what proof do they need?', 1304, 'You no longer need proof of disability or age in order to be accepted. We can now register you if you:\n\nWould struggle to maintain your mental well being if you lost power for any length of time\nRequire support in some way\nHave any physical or mental issues which could be negatively affected if there was an issue with the power supply to your home.\nExperience temporary vulnerability, for example if you have just left hospital or suffered a bereavement.', NULL, NULL),
	(1405, NULL, 'What support will they receive?', 1305, 'By joining the PSR they could:\nGet advance notice of planned power cuts in your area if you rely on your energy supply for any medical needs.\nGet priority support during an emergency such as an interruption to your power supply.\nGet your account and billing information in a format that works for you like audio or large print.\nWe can also provide:\nAdditional arrangements for our metering partners to identify themselves if they come to your home; this could include them providing a password.\nA meter reading service or a smart meter if nobody in your home is able to read your meter.\nA nominee scheme: if you want to let a trusted family member or carer access your account on your behalf.', NULL, NULL),
	(1406, NULL, 'Does the customer wish to sign up?', 1306, '', NULL, NULL),
	(1407, NULL, 'Please Read to to the Member', 1308, 'PLEASE READ TO MEMBER -\n"I’m going to add you to the priority service register.\n\nThis 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.\n\nIf you wish to be removed from the priority service register at any time then please let us know."', NULL, NULL),
	(1408, NULL, 'Scroll to PSR Details tab on Ensek Account', 1309, '', NULL, NULL),
	(1409, NULL, 'Click + Then Change Priority', 1310, '', NULL, NULL),
	(1410, NULL, 'Select the most appropriate option from the drop down below the description, and expiry date if applicable', 1311, 'update Ensek fully with the appropriate selection for the member\'s individual circumstance', NULL, NULL),
	(1411, NULL, 'Click save and send to industry', 1312, '', NULL, NULL),
	(1412, NULL, 'SignPost', 1307, 'Advise them where to find more information on PSR on our website and to call us back if they change their mind. Issue appropriate number if neccessary', NULL, NULL),
	(1413, 202, 'Set up a Direct Debit', NULL, '', NULL, NULL),
	(1414, NULL, 'Handle Inbound Call', 1318, 'Handle inbound call and go through DPA process', NULL, NULL),
	(1415, NULL, 'Select Update Customer Details', 1319, '', NULL, NULL),
	(1416, NULL, 'Select Change payment Details', 1320, '', NULL, NULL),
	(1419, 205, 'Set up a payment Plan', NULL, 'If payment plan is 3 monthly payments or less than we can authorise', NULL, NULL),
	(1420, NULL, 'Handle Inbound Call', 1323, 'Go through DPA process', NULL, NULL),
	(1421, NULL, 'Select one off DD payment', 1324, '', NULL, NULL),
	(1422, NULL, 'Enter amount and Date', 1325, '', NULL, NULL),
	(1423, NULL, 'Submit', 1326, 'You will then need to repeat the process again and a further time should there be 2 or 3 payments\n\nRemember the date will change for the subsequent repetitions', NULL, NULL),
	(1424, 204, 'Assign Goodwill', NULL, 'This is £30 for each fuel type\n\nIf the customer requests an ET then this would not be applied by us.', NULL, NULL),
	(1425, NULL, 'Scroll to the Active Tasks on Ensek', 1327, '', NULL, NULL),
	(1426, NULL, 'Enter Adjustment in search bar', 1328, '', NULL, NULL),
	(1427, NULL, 'Select Account Adjustment', 1329, '', NULL, NULL),
	(1428, NULL, 'Select Create Task', 1330, '', NULL, NULL),
	(1429, NULL, 'Locate and click on the Created task', 1331, '', NULL, NULL),
	(1430, NULL, 'Set Type as account adjustment and reason as good will gesture', 1332, 'Also enter the amount and that it is a credit', NULL, NULL),
	(1431, 203, 'Taking a Payment', NULL, 'For this we will need to Open Payzone', NULL, NULL),
	(1432, NULL, 'Select Payments from the tabs at the top', 1333, '', NULL, NULL),
	(1433, NULL, 'Select transaction by Card Details', 1334, '', NULL, NULL),
	(1434, NULL, 'Enter Amount', 1335, '', NULL, NULL),
	(1435, NULL, 'Remove your name from Order ID', 1336, '', NULL, NULL),
	(1436, NULL, 'Put Ensek Account number into order description box', 1337, '', NULL, NULL),
	(1437, NULL, 'Inform the customer we will now pause the recording of the call and ask for their card details', 1338, 'Pause the Recording', NULL, NULL),
	(1438, NULL, 'Fill out all sections of card details', 1339, '', NULL, NULL),
	(1439, NULL, 'Line , billing and shipping leave blank', 1340, '', NULL, NULL),
	(1440, NULL, 'Click Submit', 1341, '', NULL, NULL),
	(1441, NULL, 'Copy the Receipt into the notes on Ensek', 1342, '', NULL, NULL),
	(1442, NULL, 'Scroll to active tasks and enter \'Adjustment\' in the search bar', 1343, '', NULL, NULL),
	(1443, NULL, 'Select Account Adjustment and Create Task', 1344, '', NULL, NULL),
	(1444, NULL, 'locate the created task and click on it to open', 1345, '', NULL, NULL),
	(1445, NULL, 'Slect Account Adjustment as type', 1346, '', NULL, NULL),
	(1446, NULL, 'Select Settlement as Reason and Enter Amount', 1347, '', NULL, NULL),
	(1447, 201, 'Backdated Tariff Change', NULL, 'Switching from PP to Standard Variable CR', NULL, NULL),
	(1448, NULL, 'Scroll to All Active Tasks bar in ensek', 1348, '', NULL, NULL),
	(1449, NULL, 'In the Search Bar type in "Backdated Product Change"', 1349, '', NULL, NULL),
	(1450, NULL, 'Locate the created task and click on it to open', 1350, '', NULL, NULL),
	(1451, NULL, 'Enter the Supply Start Date as date of change', 1351, '', NULL, NULL),
	(1452, NULL, 'Select Tariff', 1352, 'For standard Variable we should select Standard Variable 9)', NULL, NULL),
	(1453, NULL, 'Refresh the account and this should update', 1353, '', NULL, NULL),
	(1454, NULL, 'Additional Info', 1354, 'We should change all customers to standard variable from their SSD - If a customer then wishes to have a Fixed tariff this would be from the date they sign up to a fixed tariff for contractual terms.\n\nIf a Customer wishes to sign up to a fixed tariff we should still pass them to MST Credit team.', NULL, NULL),
	(1455, 206, 'How to work out EAC and to set their DD at an appropriate amount', NULL, 'The tariff should be changed to worked this out quicker', NULL, NULL),
	(1456, NULL, 'you will need to write this down as you go', 1355, '', NULL, NULL),
	(1457, NULL, 'Scroll to Meter Points on their Ensek Account', 1356, '', NULL, NULL),
	(1458, NULL, 'Click on MPRN/MPAN meter points', 1357, 'You will then see for Electric - EAC \n\nAnd for GAS AQ \n\nMake a note of these numbers.', NULL, NULL),
	(1459, NULL, 'Scroll to Product Rates', 1358, 'We will be using the with 5% VAT figure', NULL, NULL),
	(1460, NULL, 'Calculate 365 x Daily standing charge', 1359, 'Make a note of this monetary value (ideally in £) for both gas and electric if applicable', NULL, NULL),
	(1461, NULL, 'Calculate EAC x Unit price', 1360, 'Make a note of this monetary value (ideally in £) for both gas and electric if applicable\n\nRemeber it\'s the with 5% Vat figure we will be looking for', NULL, NULL),
	(1462, NULL, 'Calculate the AQ x Unit Price', 1361, 'Make a note of this monetary value (ideally in £) for both gas and electric if applicable\n\nRemember it\'s the with 5% figure we will be looking for', NULL, NULL),
	(1463, NULL, 'Add all monetary Values together', 1362, 'EAC x Unit Rate\nAQ x Unit Rate\nElectricity Standing charge\nGas Standing charge', NULL, NULL),
	(1464, NULL, 'Divide the sum of all previous values by 12', 1363, 'This is the Monthly Amount based on the consumption figures provided when they initiated the switch', NULL, NULL),
	(1465, NULL, 'Make a note of the old/new account balance', 1364, 'You will need to enter this on the spreadsheet.', NULL, NULL),
	(1466, NULL, 'Process Adjustment', 1365, '', NULL, NULL),
	(1467, NULL, 'Complete Adjustment', 1366, '', NULL, NULL),
	(1468, 207, 'Metering booking Forms', NULL, 'Please use these booking forms\n\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 LOCKOWN SO PLEASE SET THIS EXPECTATION WITH CUSTOMER.', NULL, NULL),
	(1470, NULL, 'Faulty meter *if customer has S2 meter, raise with Smart.', 1369, '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),
	(1471, NULL, 'Raise with smart if..', 1371, 'Follow Blank Screen process on main page', NULL, NULL),
	(1472, NULL, 'Process', 1368, '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),
	(1473, NULL, 'Untitled Block', 1372, '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),
	(1474, NULL, 'PART 2 - This needs to be added with the above.', 1373, '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),
	(1475, NULL, 'This Should be set as a Medium Priority Ticket', 1374, '', NULL, NULL),
	(1476, NULL, 'Update Mtds', 1367, '**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),
	(1477, 208, 'What is the Customer enquiring about?', NULL, '', NULL, NULL),
	(1478, NULL, 'Warm Homes Discount', 1375, 'The Warm Home Discount scheme (WHDS) offers a one-off payment of £140 (inclusive of VAT) towards the energy bills of those who need it most in England, Scotland and Wales.\n\nWe are not (yet) a member of the Warm Home Discount scheme.\n It is an important scheme though, and we will enter it as soon as we possibly can, to be able to offer the discount to those who need it. \nThis scheme is a considerable cost to the supplier. \nWhich is why the government only expect suppliers that have over 250,000 customers to provide it.', NULL, NULL),
	(1479, NULL, 'Feed in Tariff\'s (FITSs)', 1376, 'This is a great scheme that allows domestic customers to install solar panels or other power generation units in their own homes and sell the power generated back to their supplier. \nAs we grow, we plan to become a member of this scheme however the costs of this scheme are large.\n At this stage of this company we are unable to bear these costs.\nIf you are a member of Feed in Tariffs with your current supplier, you can still join us to supply your energy usage and keep selling your generated energy back to old supplier.', NULL, NULL),
	(1480, NULL, 'The Green Deal', 1377, 'The Green Deal was a Government scheme set up to help homeowners pay for double-glazing, solid wall insulation, boiler upgrades and much more from projected savings on energy bills – but its funding has now been pulled. New applications for Green Deal loans are no longer being accepted', NULL, NULL),
	(1481, 209, 'Ensure there is a ticket raised on Freshdesk', NULL, 'You can manually create a ticket if no existing ticket is available', NULL, NULL),
	(1482, NULL, 'Change the Status of the ticket to \'Work in Progress\'', 1378, 'This will pause the timer and prevent the ticket becoming overdue', NULL, NULL),
	(1483, NULL, 'Navigate to \'To-Do\' on the right hand side of the screen', 1379, '', NULL, NULL),
	(1484, NULL, 'Complete the to-do box to add a new to-do to the ticket and press enter', 1380, '', NULL, NULL),
	(1485, NULL, 'Select \'set reminder\' and add a date/time to the ticket', 1381, 'This will appear on your dashboard (the first page when you log in) as a to-do task for you', NULL, NULL),
	(1486, NULL, 'Make sure you complete the task on the day!!', 1382, '', NULL, NULL),
	(1487, NULL, 'Please liaise with a Team Expert or FW', 1383, 'These will help to ensure an Emergency Appointment is needed and check everything is also correct on the Form before booking it', NULL, NULL),
	(1489, NULL, 'Update Direct Debit Details', 1386, '', NULL, NULL),
	(1490, NULL, 'Click Change Bank Details', 1388, '', NULL, NULL),
	(1491, NULL, 'Change Payment Details', 1387, '', NULL, NULL),
	(1492, NULL, 'Fill in all required fields', 1389, '', NULL, NULL),
	(1493, NULL, 'Submit Changes', 1390, '', NULL, NULL),
	(1494, NULL, 'Enter all details', 1391, 'We must then read the following to the customer :\n\n"By confirming these details you are pre-authorising payments to People’s Energy (Supply) Limited trading as People’s Energy (Supply) Limited and agree to our terms & conditions.\n\nYour payments are protected by the Direct Debit Guarantee. would you like to hear this?"', NULL, NULL),
	(1495, NULL, 'Raise a Child Ticket', 1392, 'Where possible we need to raise a ticket to fw to fix the Variable DD error that will most likely be the result of this. \n\nIf this is a call we will need to email DSS as we don\'t currently have FW\'s able to do this in PPM \n\nIf this is an email to the MST Fresh Desk (the red one) then we can raise a child ticket to the floorwalkers group', NULL, NULL),
	(1498, NULL, 'Please set as High Priority', 1399, 'The following information must be in the child ticket/email to DSS\n\nAccount ID –\nAgreed DD amount –\nAgreed DD date – \n\nIf you have to email DSS please make sure we find the Ticket in MST FD and assign it to the floorwalkers group.', NULL, NULL),
	(1499, NULL, 'Raise a back office ticket', 1400, 'On the first day of supply, (not before) you can raise a back office ticket as medium priority to get the meter exchanged from traditional to S2 duel exchange. You must state that its pre pay meters to credit S2. \nThe reason for this is that when we book the meters get exchanged we would have to have a DD set up for the customer before the job goes ahead.\nIf the customer wants traditional credit meters then we must take payment on the call before the ticket is raised and advise of payment taken for this job on the booking form.\nPLEASE RAISE A BACK OFFICE TICKET WITH BOOKING FORM ATTACHED.', NULL, NULL),
	(1500, NULL, 'Booking form', 1401, 'Account:\nMPAN/MPRN:\nCustomer Name:\nContact Number:\nFault/Requested Work?>\nSmart Meter installed (Yes/No)?>\nDD active/setup?>\nVulnerability?>\nParking Restrictions?>\nAccess Notes (need a ladder etc)?>\nWould the customer like a traditional or S2 Dual Exchange?\nCovid symptoms or Local lockdown?', NULL, NULL),
	(1501, NULL, 'Please raise with smart team', 1182, 'If the customer has Smet 2 pre pay meters, the smart team may be able to communicate with this meter to change the mode over to credit. If this doesn\'t work we can then book in a job for an exchange but this would be last resort.', NULL, NULL),
	(1502, NULL, 'Emergency Booking form', 1384, 'Account >\nMPAN/MPRN>\nCustomer Name>\nContact Number>\nWhy are they off supply? Have they checked Trip switches and ECV? >\nSmart Meter (Yes/No)\nVulnerability>\nParking Restrictions>\nAccess Notes (need a ladder etc)>\nAny Covid Symptoms or local lockdown?>', NULL, NULL),
	(1503, 211, 'How to Check if a Direct Debit is Live', NULL, '', NULL, NULL),
	(1504, NULL, 'Log in to GoCardless', 1402, 'https://manage.gocardless.com/sign-in', NULL, NULL),
	(1505, NULL, 'Locate Member using Search Bar', 1403, 'Use the members account number, email address or DD Reference number', NULL, NULL),
	(1506, 217, 'Go To Ensek - Handle Inbound Call', NULL, '', NULL, NULL),
	(1507, NULL, 'Enter Ensek Account Number', 1404, 'Wait for the highlighted box to appear, confirm and then click on the customer\'s name', NULL, NULL),
	(1508, NULL, 'Confirm Address', 1405, '', NULL, NULL),
	(1509, NULL, 'Confirm Date of Birth', 1406, '', NULL, NULL),
	(1510, NULL, 'Select \'Update Customer Details\'', 1407, '', NULL, NULL),
	(1511, NULL, 'Select \'Change Account Name\'', 1408, '', NULL, NULL),
	(1512, NULL, 'Change to the Correct Spelling', 1409, 'Choose Incorrect Spelling as the category', NULL, NULL),
	(1513, NULL, 'Click \'Update Account Name\'', 1410, '', NULL, NULL),
	(1514, 218, 'Go To Ensek - Handle Inbound Call', NULL, '', NULL, NULL),
	(1515, NULL, 'Enter Ensek Account Number', 1411, 'Wait for the highlighted box to appear, confirm and then click on the customer\'s name', NULL, NULL),
	(1516, NULL, 'Confirm Address', 1412, '', NULL, NULL),
	(1517, NULL, 'Confirm Date of Birth', 1413, '', NULL, NULL),
	(1518, NULL, 'Select \'Update Customer Details\'', 1414, '', NULL, NULL),
	(1519, NULL, 'Select \'Change Account Name\'', 1415, '', NULL, NULL),
	(1520, NULL, 'Scroll to Bottom and select \'Add Secondary Account Holder\'', 1416, '', NULL, NULL),
	(1521, NULL, 'Enter their details', 1417, 'Select Continue with Capture Meter Read adn enter latest meter reading information', NULL, NULL),
	(1522, NULL, 'Additional Info', 1418, 'If a Meter Reading is unavailable i.e. customer is not at home. Signpost them to the online portal and ask them to enter one online when they are first able.', NULL, NULL),
	(1523, 219, 'Customer calls to inform their Address is incorrect', NULL, '', NULL, NULL),
	(1526, NULL, 'Update Address', 1419, 'Use Ecoes and XOserve to confirm with the customer that their Site Address and Supply address are correct. \n\nWe can ask the customer for their MPAN/MPRN and this will help to ensure we have taken over the correct Supply\n\nIt can often appear that the customer just wants to change the billing (contact) address (they may have more than one property\n\nWe should still check to confirm that the site and supply Adress are correct', NULL, NULL),
	(1527, NULL, 'Have we double checked?', 1423, 'If the Supply and Site address are correct and confirmed through Ecoes we can update the customer\'s contact address/billing address to reflect.', NULL, NULL),
	(1528, NULL, 'Go To Ensek - Handle Inbound Call', 1424, '', NULL, NULL),
	(1529, NULL, 'Enter Ensek Account Number', 1425, '', NULL, NULL),
	(1530, NULL, 'Wait for the highlighted box to appear, confirm and then click on the customer\'s name', 1426, '', NULL, NULL),
	(1531, NULL, 'Confirm Address', 1427, '', NULL, NULL),
	(1532, NULL, 'Confirm Date of Birth', 1428, '', NULL, NULL),
	(1533, NULL, 'Select \'Update Customer Details\'', 1429, '', NULL, NULL),
	(1534, NULL, 'Change Billing Address', 1430, '', NULL, NULL),
	(1535, NULL, 'Change Billing Address', 1431, '', NULL, NULL),
	(1536, NULL, 'Enter New Billing Address and Click \'Continue\'', 1432, '', NULL, NULL),
	(1537, NULL, 'Confirm change', 1433, '', NULL, NULL),
	(1538, NULL, 'WORK IN PROGRESS', 1422, 'Please check back shortly for the update - reach out to team chats/fw for now. \n\nThank you', NULL, NULL),
	(1539, 214, 'Update Email Address', NULL, '', NULL, NULL),
	(1540, NULL, 'Go To Ensek - Handle Inbound Call', 1434, '', NULL, NULL),
	(1541, NULL, 'Enter Ensek Account Number', 1435, 'Wait for the highlighted box to appear, confirm and then click on the customer\'s name', NULL, NULL),
	(1542, NULL, 'Confirm Address', 1436, '', NULL, NULL),
	(1543, NULL, 'Confirm Date of Birth', 1437, '', NULL, NULL),
	(1544, NULL, 'Select \'Update Customer Details\'', 1438, '', NULL, NULL),
	(1545, NULL, 'Change Contact Details', 1439, '', NULL, NULL),
	(1546, NULL, 'Update Customer Contact Details', 1440, '', NULL, NULL),
	(1547, NULL, 'Select the relevant account name', 1441, 'then click email', NULL, NULL),
	(1548, NULL, 'Select the current Email address and click continue', 1442, '', NULL, NULL),
	(1549, NULL, 'Enter New Email address', 1443, 'Ask the customer if they wish to subscribe to marketing emails and check the relevant boxes\n\n(the Deleted box should be checked if we are simply just removing an email address)', NULL, NULL),
	(1550, NULL, 'Click Continue', 1444, '', NULL, NULL),
	(1551, NULL, 'Confirm Changes', 1445, 'This is now updated - go to account and leave a note in the account history', NULL, NULL),
	(1552, 215, 'Update Telephone number', NULL, '', NULL, NULL),
	(1553, NULL, 'Go To Ensek - Handle Inbound Call', 1446, '', NULL, NULL),
	(1554, NULL, 'Enter Ensek Account Number', 1447, 'Wait for the highlighted box to appear, confirm and then click on the customer\'s name', NULL, NULL),
	(1555, NULL, 'Confirm Address', 1448, '', NULL, NULL),
	(1556, NULL, 'Confirm Date of Birth', 1449, '', NULL, NULL),
	(1557, NULL, 'Select \'Update Customer Details\'', 1450, '', NULL, NULL),
	(1558, NULL, 'Change Contact Details', 1451, '', NULL, NULL),
	(1559, NULL, 'Update Customer Contact Details', 1452, '', NULL, NULL),
	(1560, NULL, 'Select the relevant account name', 1453, 'then click Phone', NULL, NULL),
	(1561, NULL, 'Select the current phone number and continue', 1454, '', NULL, NULL),
	(1562, NULL, 'Enter new phone number and click continue', 1455, '', NULL, NULL),
	(1563, NULL, 'Confirm changes', 1456, 'go to account and leave a note in ensek account history', NULL, NULL),
	(1564, 216, 'Change Name on Account', NULL, 'If the customer has just moved in and the account is in the old tenant/resident\'s name then we would need to follow the move out and move in processes\nThis can be found in the Change of Tenanacy Section on the iknow homepage', NULL, NULL),
	(1565, NULL, 'Change Name on Account', 1457, '', NULL, NULL),
	(1566, NULL, 'Go To Ensek - Handle Inbound Call', 1458, '', NULL, NULL),
	(1567, NULL, 'Enter Ensek Account Number', 1459, 'Wait for the highlighted box to appear, confirm and then click on the customer\'s name', NULL, NULL),
	(1568, NULL, 'Confirm Address', 1460, '', NULL, NULL),
	(1569, NULL, 'Confirm Date of Birth', 1461, '', NULL, NULL),
	(1570, NULL, 'Select \'Update Customer Details\'', 1462, '', NULL, NULL),
	(1571, NULL, 'Select \'Change Account Name\'', 1463, '', NULL, NULL),
	(1572, NULL, 'Select the account name we need to change', 1464, 'Choose the relevant Reason, Married, Divorce, spelling etc..  If other we will need to specify.', NULL, NULL),
	(1573, NULL, 'Select Update Account Name', 1465, '', NULL, NULL),
	(1574, NULL, 'Enter the account name', 1466, 'Confirm Account changes and take a customer meter reading if neccessary. If Not neccessary then confirm with no read required', NULL, NULL),
	(1575, 221, 'Where can a Member go for more advice and Support', NULL, 'We can also use this to find out more information surrounding Erroneous Transfers and the wording we should use when informing our members', NULL, NULL),
	(1576, NULL, 'The Help Pages of Our Website', 1467, 'We/the Member can then select Erroneous Transfers or simply search Switched by Mistake to find more information', NULL, NULL),
	(1577, NULL, 'Link', 1469, 'https://peoplesenergy.co.uk/help/erroneous-transfers-switched-by-mistake', NULL, NULL),
	(1578, NULL, 'The Citizens Advice Bureau', 1468, 'This gives great information for our members and the support they can receive should they be switched to an Energy Supplier they didn\'t agree to Join.', NULL, NULL),
	(1579, NULL, 'Link', 1470, 'https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/', NULL, NULL),
	(1580, 227, 'Organisations that can help', NULL, 'There are many organisations that can help and we should signpost customers that inform us they are struggling to pay or top up.', NULL, NULL),
	(1582, NULL, 'Link', 1472, 'https://cms-server.peoplesenergy.co.uk/uploads/_/originals/struggling-to-pay-policy.pdf', NULL, NULL),
	(1583, 226, 'Energy Saving Tips', NULL, '', NULL, NULL),
	(1584, NULL, 'Turn off lights', 1478, 'It seems pretty simple, and we all know we should switch off lights when we leave a room. If you switch a light off for just a few seconds, you will save more energy than it takes for the light to start up again, regardless of the type of light.\n\nThis will save you around £14 a year on your annual energy bills.', NULL, NULL),
	(1585, NULL, 'Switch to LEDS', 1477, 'You can now get LED spotlights that are bright enough to replace halogens, as well as regular energy saving bulbs (‘compact fluorescent lamps’ or CFLs). They come in a variety of shapes, sizes and fittings.\n\nIf the average household replaced all of their bulbs with LEDs, it would cost about £100 and save about £35 a year on bills.', NULL, NULL),
	(1586, NULL, 'Get an Efficient Shower Head', 1476, 'If you’ve got a shower that takes hot water straight from your boiler or hot water tank (rather than an electric shower), fit a water efficient shower head. This will reduce your hot water usage while retaining the sensation of a powerful shower.\n\nA water efficient shower head could save a four person household (e.g. a family of four or even a shared student flat) as much as £70 a year on gas for water heating, as well as a further £115 a year on water bills if they have a water meter.\n\nCalculation is based on the assumption that a family of 4 takes 20 showers a week and replaces a 13 litre/minute power-shower head with a 7.7 litre/min water efficient shower head, and the family are charged £2.97 per cubic meter of water used (includes sewage charge).', NULL, NULL),
	(1587, NULL, 'Save Energy in the Kitchen', 1475, 'You can save around £36 a year from your energy bill just by using your kitchen appliances more carefully:\n\nUse a bowl to wash up rather than a running tap and save £25 a year in energy bills\nCutback your washing machine use by just one cycle per week and save £5 a year on energy\nOnly fill the kettle with the amount of water that you need and save around £6 a year', NULL, NULL),
	(1588, NULL, 'Switch off Standby', 1474, 'You can save around £30 a year just by switching off appliances in standby mode, like your TV. You can either switch off at the plug, or if you have an appliance you don’t want to switch off (like your smart TV box), you can get a standby saver plug which will switch everything off apart from one or two you want left on.', NULL, NULL),
	(1589, NULL, 'Take control of your heating', 1473, 'More than half the money spent on fuel bills goes towards providing heating and hot water.  Installing a room thermostat, a programmer and thermostatic radiator valves and using these controls efficiently could save you around £75 a year.\n\nIf you already have a full set of controls, turning down your room thermostat by just one degree can save around £80 a year.\n\nWhatever the age of your boiler the right controls will allow you to:\n\nSet your heating and hot water to come on and off when you need them\nHeat only the areas of your home that need heating\nSet the temperature for each area of your home', NULL, NULL),
	(1590, 235, 'Useful Links for Members', NULL, 'Here they can find useful information on how to save money by reducing their energy usage.', NULL, NULL),
	(1591, NULL, 'Energy Efficiency Tips', 1479, 'https://peoplesenergy.co.uk/energy-efficiency-tips', NULL, NULL),
	(1592, NULL, 'home energy scotland', 1480, 'https://www.homeenergyscotland.org/', NULL, NULL),
	(1593, NULL, 'Energy Saving Trust', 1481, 'https://energysavingtrust.org.uk/', NULL, NULL),
	(1594, NULL, 'Nest Scheme Wales', 1482, 'https://nest.gov.wales/en/', NULL, NULL),
	(1595, 236, 'Raising an ET is as easy as 123', NULL, '', NULL, NULL),
	(1596, NULL, 'Authorisation', 1483, 'Ask a Team Leader to authorise the ET as per ET guidelines', NULL, NULL),
	(1597, NULL, 'Start the Process', 1484, 'Raise the ET task through handle inbound call (ET window closed)\n\nFollow the ET Loss or Gain processes found on the iknow homepage', NULL, NULL),
	(1598, NULL, 'Leave a Note', 1485, 'Leave clear notes on the Ensek Account to confirm WHY the ET has been raised and WHO authorised it.', NULL, NULL),
	(1599, NULL, 'Additional Info', 1486, 'Always think 1 2 3 when raising an ET because we may have to reject the ET request and pass it back to you if the ET process is not followed correctly.', NULL, NULL),
	(1600, 224, 'Following up after a Dispute was Raised', NULL, 'Remember Disputes can take 4-6 weeks to resolve - If the supplier comes back and rejects our proposal of our opening meter reading. (we worked this out using the disputes calculator) this may take longer.', NULL, NULL),
	(1601, NULL, 'Go to their Ensek Account', 1487, '', NULL, NULL),
	(1602, NULL, 'All Active Tasks', 1489, 'We may see a few tasks here that could indicate a dispute has not been resolved yet \n\nCOS Dispute In Progress\nBilling Suspended\nCOS Read Dispute less than 250kwh', NULL, NULL),
	(1603, 237, 'What is the Scenario?', NULL, 'When we make an outbound call we may have to leave a message', NULL, NULL),
	(1604, NULL, '3rd Party', 1491, 'This may be another member of the household but not the account holder. \n\nNaturally we would like to leave a message for the account holder to call us back. so what should we say?', NULL, NULL),
	(1605, NULL, 'The Message', 1492, 'We would not disclose any personal information. We would say the following. \n\nMy name is ... calling from People\'s Energy\n\nAm Is this the correct number to get in touch with a Mrs/miss/mr/mx/dr Surname??\n\nMay I leave a message with you for them to give us a call back?\n\nIssue telephone number and opening times. \n\nDO NOT DISCLOSE REASON FOR THE CALL OR ANY PERSONAL INFORMATION', NULL, NULL),
	(1606, NULL, 'The Message', 1490, 'This is a message for (Title and Surname Only) \n\nMy name is … calling from People’s Energy. \n\nIf you could please contact us on 0131 XXX XXXX.\n\nOur opening hours are ........\n\nThank you', NULL, NULL),
	(1607, 229, 'Online Move out Form', NULL, 'A Customer may contact us before the move out date and advise us. \n\nWe can Recommend they do this online to save them calling us back. \n\nA move out form can be filled out on or after the day of moving out only. \n\nWe cannot process it before this date.', NULL, NULL),
	(1608, NULL, 'Online Move out form', 1493, 'https://peoplesenergy.co.uk/moving-house/moving-out', NULL, NULL),
	(1609, NULL, 'Additional Info', 1494, 'The customer should then choose the appropriate form to fill out depending on whether or not they Wish to take their supply with them.', NULL, NULL),
	(1610, 230, 'Online Move in Form', NULL, 'This should be filled in if a Customer moves in to a property that is currently supplied by People\'s Energy. \n\nThis form can be filled in on or after the day they moved in.', NULL, NULL),
	(1611, NULL, 'Online Move in Form', 1495, 'https://peoplesenergy.co.uk/moving-house/moving-in', NULL, NULL),
	(1612, NULL, 'Go to flow Viewer', 1496, 'Check for a flow CNF.T05 this shows because this is a cancellation request. pay attention to the Date and time \n\nCheck for Flow CFR.S07 this will appear above the CNF.T05 flow (you will see the date and time is after the your cancellation.)', NULL, NULL),
	(1613, NULL, 'Wait 2 hrs and check the flows', 1498, '', NULL, NULL),
	(1614, NULL, 'Email DSS or Create a child ticket', 1497, 'We need a floorwalker to raise a mantis ticket to ensure the gas is cancelled', NULL, NULL),
	(1615, NULL, 'Email DSS or Create a child ticket', 1500, 'We need a floorwalker to raise a mantis ticket to ensure the gas is cancelled', NULL, NULL),
	(1616, NULL, 'Gas will cancel', 1499, 'This is a confirmation that the gas will cancel and the ticket can now be resolved', NULL, NULL),
	(1617, NULL, 'Keep the Ticket Open and wait 10 mins', 1501, 'We need to ensure the gas will cancel', NULL, NULL),
	(1618, NULL, 'Check back on the Ensek Account', 1502, 'Go to the flow viewer and find a task CNF.T05 - pay attention to the date and time. \n\n Check for Flow CFR.S07 this will appear above the CNF.T05 flow (you will see the date and time is after the your cancellation.)', NULL, NULL),
	(1619, NULL, 'Email DSS or Create a child ticket', 1503, 'We need a floorwalker to raise a mantis ticket to ensure the gas is cancelled\n\nPlease ensure ticket is set as a high priority and in the floorwalkers group', NULL, NULL),
	(1620, NULL, 'Wait 2 hrs and check the flows', 1504, '', NULL, NULL),
	(1621, NULL, 'Gas will cancel', 1505, 'This is a confirmation that the gas will cancel and the ticket can now be resolved', NULL, NULL),
	(1622, NULL, 'Email DSS or Create a child ticket', 1506, 'We need a floorwalker to raise a mantis ticket to ensure the gas is cancelled', NULL, NULL),
	(1623, NULL, 'Additional Note', 1507, 'Please establish with the customer, if this is a phone call, to see if they have emailed in about cancelling also. If so please find the ticket and resolve it.', NULL, NULL),
	(1624, NULL, 'Geek out on flows', 1508, 'The request to cancel for electric is flow D0358 and the confirmation this has been cancelled is flow D0359', NULL, NULL),
	(1625, NULL, 'Additional Note', 1509, 'Please establish with the customer, if this is a phone call, to see if they have emailed in about cancelling also. If so please find the ticket and resolve it.', NULL, NULL),
	(1626, NULL, 'Geek Out on Flows', 1510, 'The request to cancel for electric is flow D0358 and the confirmation this has been cancelled is flow D0359', NULL, NULL),
	(1627, NULL, 'Additional Note', 1511, 'Please establish with the customer, if this is a phone call, to see if they have emailed in about cancelling also. If so please find the ticket and resolve it.', NULL, NULL),
	(1628, NULL, 'Geek out on Flows', 1512, 'The request to cancel for electric is flow D0358 and the confirmation this has been cancelled is flow D0359', NULL, NULL),
	(1629, 239, 'Gas Meter Account Search Guide', NULL, '', NULL, NULL),
	(1630, NULL, 'Site Facts', 1513, 'Also please note that the account name will show as the secondary account holder if there is one & account number.', NULL, NULL),
	(1631, NULL, 'SSD', 1520, 'Latest go live date for this MPRN', NULL, NULL),
	(1632, NULL, 'SED', 1521, 'Latest Supply End date for the MPRN\n\n (will show the SSD if we have not lost supply)', NULL, NULL),
	(1633, NULL, 'LDZ', 1522, 'Local Distribution Zone \n\nDescribes the geographic area in which a network of pipes deliver gas to most of the customer sites in the area', NULL, NULL),
	(1634, NULL, 'AQ', 1523, 'Annual quantity - The amount they will use over the course of 1 year.', NULL, NULL),
	(1635, NULL, 'Aggregate Site', 1524, 'When two, or more meter points are linked together to form one supply point.', NULL, NULL),
	(1636, NULL, 'Account Open Tasks', 1514, 'Any open tasks that have triggered on the account – These may need closed off or an action required on them – speak to your floor walker if you think they need worked', NULL, NULL),
	(1637, NULL, 'Meter Readings', 1515, 'This box shows the reads for gas, only validated reads will show, reads are sent to Xoserve via UMR flow.', NULL, NULL),
	(1638, NULL, 'MBR', 1525, 'This is the opening read for gas, if missing opening read on account, check to see if it shows here before chasing.', NULL, NULL),
	(1639, NULL, 'URS', 1526, 'The closing read when we lose supply will also show here, again if missing from account check here first as dates not aligning can stop it from pulling on to the account.', NULL, NULL),
	(1640, NULL, 'CFR and MRI', 1516, 'CFR - Acceptance or rejection responses to requests relating to confirmations. \nMRI – This flow contains the meter details; you can also see the last validated read and a date in which the meter was last inspected.', NULL, NULL),
	(1641, NULL, 'Subject Access Requests', 1517, 'SARs – You can see the details of any SAR flow that’s been sent or received. Our short code is PES, so in the example above you can see we sent a SAR on 8th May and we got a response from LED (EDF) on the 11th May. \nYou can also see the status of a SAR in here, P – proposal A - alternative Y – agreed.', NULL, NULL),
	(1642, NULL, 'Erroneous Transfer Details', 1518, 'RETs – This shows any erroneous transfer details sent between us and other suppliers for gas, if there is no details in here, then a RET has not been sent or received – refer to the notes on the account if you believe there should be a RET.\nLike SARs any sent to or from us will show under our short code PES', NULL, NULL),
	(1643, NULL, 'MPR Flows', 1519, 'This is where you will see what flows we have received & sent for this MPRN, you can see more data within each flow on the flow viewer on the bottom of the account.', NULL, NULL),
	(1644, NULL, 'CNF', 1527, 'Flow for requesting to take over a supply', NULL, NULL),
	(1645, NULL, 'CFR', 1528, 'Acceptance or Rejection responses to requests relating to Confirmations', NULL, NULL),
	(1646, NULL, 'TRF', 1529, 'Notification of successful Supply Point ownership transfers, Confirmations which have lapsed or the retention of currently owned Supply Points previously under withdrawal.', NULL, NULL),
	(1647, 240, 'Electric Meter Account Search Guide', NULL, '', NULL, NULL),
	(1648, NULL, 'Site Facts', 1530, 'Account name will show as the secondary account holder if there is one & account number', NULL, NULL),
	(1649, NULL, 'SSD', 1539, 'Latest go live date for this MPAN', NULL, NULL),
	(1650, NULL, 'SED', 1540, 'Latest supply end date for the MPAN\n\n(will show as ON Supply if we haven’t lost it)', NULL, NULL),
	(1651, NULL, 'Data Collector', 1541, 'ACCU (Morrisons is our Data Collector – they are known as ACCU)', NULL, NULL),
	(1652, NULL, 'Settlement Performance', 1543, 'Customers will remain in R1 if they provide actual reads, as we will pay for actual usage. – They will move up to R2 & R3 if we don’t receive actual reads and the company pay for estimated usage.', NULL, NULL),
	(1653, NULL, 'Energisation status', 1544, 'should always be E (energised) unless the customer has had the meter removed and the MPAN de energised', NULL, NULL),
	(1654, NULL, 'MPAN open tasks', 1531, 'Any open tasks that have triggered on the account – These may need closed off or an action required on them – speak to your floor walker if you think they need worked', NULL, NULL),
	(1655, NULL, 'Consumption History', 1532, 'A graph to show the customers consumption since SSD – you can hover over any point on the line and it will break the information down', NULL, NULL),
	(1656, NULL, 'Meter Readings', 1533, 'All electric meter reads will show here and are sent to the DC', NULL, NULL),
	(1657, NULL, 'Flow Name', 1545, 'D10 - Meter Reads are sent to the DC via a D10 flow after each meter read submission.\n\nD0311 Flow – contains the existing billing information from old supplier – we can see last valid read only', NULL, NULL),
	(1658, NULL, 'Validation Status', 1546, 'The 4 standard ones you will see here are, V (validated) – meter read has been validated by DC. U (unvalidated) – meter read has not been validated by DC. F (failed) – meter read has failed due to it not matching the MRH (meter read history). W (withdrawn) – meter read has been withdrawn from DC.', NULL, NULL),
	(1659, NULL, 'Reading Types', 1547, 'C = customer read R = routine read', NULL, NULL),
	(1660, NULL, 'D0019/D0004', 1534, 'D0019 – this flow contains the EAC information, we will receive a revised D0019 after D10s are validated.\n\nD0004 – If a meter reader has attended and been unable take a reading due to no access or the customer refused access, we will receive a D0004 flow here which confirms the reason we were unable to collect a read and the date we attended.', NULL, NULL),
	(1661, NULL, 'Meter Reads', 1548, 'Meter Reads – You can view all the meter reads here, it gives you the MSN it was received on, the register, the reading date, reading type, if it has been validated, the flow it it was received/issued, the date it was received/sent, the number of registers and also the date of the meter installation.', NULL, NULL),
	(1662, NULL, 'D0149/D0150', 1535, '', NULL, NULL),
	(1663, NULL, 'D0149', 1549, 'this flow contains one part of the meter details and is essential for submitting reads/billing the account. \nThe flow contains the MSN, SSC (standard settlement code) , the date the SSC started on, register ID and the TPR (time pattern regime)', NULL, NULL),
	(1664, NULL, 'D0150', 1550, 'D0150 – This flow contains the meter technical details and again is essential for submitted reads and billing the account. \nThe information received in this flow is what updates the meter details on electric, if any details are incorrect or are missing data, we need our DC (ACCU) to issue a revised D0150 for ENSEK to be updated.', NULL, NULL),
	(1665, NULL, 'D0300', 1536, 'D0300 – This flow contains any electricity disputes that have been sent on this MPAN for either opening or closing disputes, any responses we have received from a supplier and any requests we have sent to our DC to issue revised D86 reads.', NULL, NULL),
	(1666, NULL, 'You will see the following data:', 1551, 'Date the flow was sent/received\nWhat the flow was sent for D = We are trying to dispute a D86 opening or closing read M = we are trying to agree a missing opening or closing D86, the meter register we are disputing\nThe initiated flow will show as 1 and any responses to that will show as 2\nThe SSD (can be our supply start date or the new suppliers supply start date)', NULL, NULL),
	(1667, NULL, 'You will see the following data:', 1552, 'Sent from and sent to will show as the supplier short codes which you can see on ECOES the full name of the supplier and any that are sent to or form ACCU are us sending details to our DC usually to get a revised D86 issued OUR SHORT CODE IS MONT\nThe current D86 read on the account (if the box is empty it will be due to us not having a read and we are trying to agree a D0300 Missing \nThe proposed reading to change or agree', NULL, NULL),
	(1668, NULL, 'You will see the following data', 1553, 'Reading type, usually D (deemed estimate) or C (customer read)\nStatus – you will see on the initiating flow ‘proposed reading submitted by supplier’, you may see ‘Alternative’ if they want to propose another read, and on agreements the status will be ‘the reading proposed by the other supplier is agreed’\nAdditional information – any notes and back up reads are in this box', NULL, NULL),
	(1669, NULL, 'D0301', 1537, 'This flow contains any erroneous transfer details sent between us and other suppliers, if there is no details in here then an ET has not been raised or not been sent yet – refer to the notes on the account if you believe there should be an ET. \nLike D0300’s any sent to or from us will show under our short code - MONT', NULL, NULL),
	(1670, NULL, 'MPAN flows', 1538, 'MPAN Flows – this is a list of any flows sent and received under that MPAN if you would like to know what a particular flow is used for you can obtain this data using the following link -', NULL, NULL),
	(1671, 241, 'Ensek Flows', NULL, 'MPAN flows begin with a D and there are many - If you are unsure what electric flows have been sent you can check them out using the following link', NULL, NULL),
	(1672, NULL, 'Link to comprehensive list of MPAN flows', 1554, 'https://dtc.mrasco.com/ListDataFlows.aspx', NULL, NULL),
	(1673, NULL, 'Search', 1555, 'First click view data flows on the left hand side \n\nThen \n\n\nYou can use the Search box above the First D flow and find the one you need more information on', NULL, NULL),
	(1674, NULL, 'Which Supply is being disputed?', 1488, '', NULL, NULL),
	(1675, NULL, 'Go To Ensek', 1556, 'Find Meter Point details on the left hand side menu bar and select\n\nElec Meter Account Search', NULL, NULL),
	(1676, NULL, 'Enter the MPAN or Account ID', 1558, 'Hit Enter and click on the result you wish to look at', NULL, NULL),
	(1677, NULL, 'Scroll down to D0300 Disputed CoS Reading', 1559, 'This flow contains any electricity disputes that have been sent on this MPAN for either opening or closing disputes, any responses we have received from a supplier and any requests we have sent to our DC to issue revised D86 reads.', NULL, NULL),
	(1678, NULL, 'What are we disputing', 1560, 'D = We are trying to dispute a D86 opening or closing \nread \n\nM = we are trying to agree a missing opening or closing D86, the meter register we are disputing', NULL, NULL),
	(1679, NULL, 'Sent/Received', 1561, 'The initiated flow will show as 1 and any responses to that will show as 2', NULL, NULL),
	(1680, NULL, 'Info  - For a quick status update skip to next', 1562, 'Sent from and sent to will show as the supplier short codes\n\nAny here that are sent to or from ACCU are us sending details to our DC usually to get a revised D86 issued\n\nThe current D86 read on the account (if the box is empty it will be due to us not having a read and we are trying to agree a D0300 Missing \n\nThe proposed reading to change or agree\nReading type, usually D (deemed estimate) or C (customer read)', NULL, NULL),
	(1681, NULL, 'STATUS', 1563, 'you will see on the initiating flow ‘proposed reading submitted by supplier’\n\nyou may see ‘Alternative’ if they want to propose another read\n\non agreements the status will be ‘the reading proposed by the other supplier is agreed’\n\nAdditional information – any notes and back up reads are in this box', NULL, NULL),
	(1682, NULL, 'Go To Ensek', 1557, 'Find Meter Point details on the left hand side menu bar and select\n\nElec Meter Account Search', NULL, NULL),
	(1683, NULL, 'Enter The MPRN or account ID', 1564, 'Hit Enter and click on the result you wish to look at', NULL, NULL),
	(1684, NULL, 'Scroll down to SARs', 1565, 'You can see the details of any SAR flow that’s been sent or received', NULL, NULL),
	(1685, NULL, 'Sent/Received', 1566, 'We would use the From Participants box to determine who has sent what \n\nOur short code is PES si this will be anything we have sent. \n\nanything received would be the shortcode of the other supplier for example (LED is the short code for EDF)', NULL, NULL),
	(1686, NULL, 'Status', 1567, 'To check the Status of the Dispute we would slide along to StatusResponseSAR\n\nand look for the following \n\nP – proposal \nA - alternative \nY – agreed', NULL, NULL),
	(1687, NULL, 'Account History Notes', 1570, 'We would be looking for any notes from Agents Or Back office informing us that it has been raised etc.. or agreed. \n\nWe would also be looking for any account history that shows \n\nTask Created : followed by something like GAS SAR DISPUTE or COS opening Read Dispute\n\nDisputes can take around 4-6 weeks to resolved assuming all parties agree first time. we could identify when the tasks were raised and the likelihood that it would have been resolved.', NULL, NULL),
	(1689, 242, 'What Energy Supply is the customer calling about?', NULL, '', NULL, NULL),
	(1690, NULL, 'Gas', 1572, 'Please ask the customer to go to the gas meter as we need to check the screens', NULL, NULL),
	(1691, NULL, 'Ask the member to go to screens and take a note', 1574, 'Ask member to press the A button to wake up the screen (without the card in the meter), press and hold the A button until "Screen 27" appears.\n\nCollect the following information quickly as these screens are time sensitive and will return to the credit screen after 5 seconds. \n\nPress red A button normally 4 times then Screen 0 will appear. Take information and cycle through Screen 00,01,02,03\n\nScreen 00 - Last Top Up Registered on the meter + Date\nScreen 01 - Last amount taken for standing charge\nScreen 02 - Last amount taken for EMCR\nScreen 03 - Last amount left for credit', NULL, NULL),
	(1692, NULL, 'Recap with Member', 1576, 'Recap what screens 00-03 advises us. Explaining where the deductions have been made.\n\n**If the top up does not show on Screen 00, then it has not transferred from the card to the meter**', NULL, NULL),
	(1693, NULL, 'SignPost', 1577, 'Signpost to the member to check the meter before topping up, check credit screen and owed screen to avoid this in future and ensure the member is topping up enough. \n\nIs the member is struggling to pay or top up?\n\nIs the member concerned about using too much energy?\n\nthe following steps provide assistance for both', NULL, NULL),
	(1694, NULL, 'Use the following section of iKnow', 1578, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/227', NULL, NULL),
	(1695, NULL, 'Use the following section of iKnow', 1579, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/226', NULL, NULL),
	(1696, NULL, 'Use the following section of iKnow', 1580, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/235', NULL, NULL),
	(1697, NULL, 'Establish with the member', 1573, 'How much credit was left on the meter after the top up?\n\nHow much money was on the meter before the top up, or were they in emergency or friendly credit? \n\nWhen did the Member last top up? As they may have been in emergency or friendly due to not topping up in some time. \n\nDid the monetry amount change when entering the key in the meter? (If not this would suggest the top up has not gone on.)', NULL, NULL),
	(1698, NULL, 'It must be one of the above reasons', 1581, 'help the member on how to check the meter before topping up, check credit screen and owed screen to avoid this in future and ensure the member is topping up enough.', NULL, NULL),
	(1699, NULL, 'Signpost', 1582, 'Is the member struggling to top up or pay for their energy?\n\nIs the member concerned about using too much energy?\n\nThe following links provide assistance', NULL, NULL),
	(1700, NULL, 'Use the following section of iKnow', 1583, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/227', NULL, NULL),
	(1701, NULL, 'Use the following section of iknow', 1584, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/226', NULL, NULL),
	(1702, NULL, 'Use the following section of iKnow', 1585, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/235', NULL, NULL),
	(1703, 243, 'Which area are you looking for a number for?', NULL, 'Please note these are not to be given out to customers and should be kept internal unless specified', NULL, NULL),
	(1704, NULL, 'Back Office Telephone Numbers', 1587, 'MST Metering Emergency Query Line - 0131 460 7076\nMST Billing Query Line - 0131 460 7187                   \nMST Collections Query Line - 0131 460 3555                                         \nMST Disputes Query Line - 0131 460 9324                                              \nMST ETs Query Line - 0131 460 7078                                        \nMST Registrations Query Line - 0131 460 7344\n\nIf another Supplier phones then we would transfer through to the appropriate line', NULL, NULL),
	(1705, NULL, '3rd Party telephone numbers', 1586, 'PPMIP (EON) - +448707500210\nNational Grid - +448456066766\nMagnum - +441204803720', NULL, NULL),
	(1706, 244, 'Account Health Check', NULL, 'When we are dealing with a customer account there are general "Health Checks" that we should carry out just make sure everything is running smoothly.', NULL, NULL),
	(1707, NULL, 'Check the NDBs!', 1588, 'Dates in Ensek can be wrong so it is always a good idea to check the database for confirmation of an SSD', NULL, NULL),
	(1708, NULL, 'Check the Meter Details (MTDs)', 1589, 'Do we have MTDs? Do they match the set-up the customer has (i.e. E7 or Single Rate)', NULL, NULL),
	(1709, NULL, 'Check the Reads', 1590, 'Reads are an excellent indication of problems with a supply. Do we have opening reads? Do all reads fall in line and are they valid? Do we have recent customer Reads?', NULL, NULL),
	(1710, NULL, 'Smart PPM', 1592, 'Dedicated line to deal with SMART PP APOLOGY responses. \n\n0131 378 1242', NULL, NULL),
	(1711, 245, '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),
	(1712, NULL, 'Info', 1593, '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),
	(1713, NULL, 'Questions', 1594, '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),
	(1714, NULL, 'Fill all relevant questions', 1595, '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),
	(1715, NULL, 'Link to Booking Form', 1596, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/207', NULL, NULL),
	(1716, 232, 'Raise a Child Ticket', NULL, 'What is the Scenario?', NULL, NULL),
	(1717, NULL, 'Additional Info', 1599, 'Please also put full notes on ensek with this information \n\nThis will be actioned within 3 working days once sent. By the prepayment bereavement team who will be\n Aileen Stewart and Andrew Goodall', NULL, NULL),
	(1718, NULL, 'Locate your Freshdesk Ticket you require assistance with', 1597, '', NULL, NULL),
	(1719, NULL, 'Navigate to the toolbar on the right of your ticket', 1600, 'If you can\'t see any toolbar, you need to click the \'expand\' icon in the top right', NULL, NULL),
	(1720, NULL, 'Scroll down to \'PARENT CHILD\', click \'Create a child ticket\'', 1601, 'If you cant see \'create a child ticket\', click on \'PARENT CHILD\' first', NULL, NULL),
	(1721, NULL, 'Which Freshdesk are we using?', 1602, '', NULL, NULL),
	(1722, NULL, 'Change group to floorwalkers', 1603, 'Assign directly to a floorwalker (Aileen)', NULL, NULL),
	(1723, NULL, 'Is this a Credit Issue or a PP Issue?', 1604, '', NULL, NULL),
	(1724, NULL, 'Additional Ticket Info', 1608, 'STATUS: has to be OPEN\nTicket Priority - Please choose appropriate priority - for example if this is to push through a cancellation - priority would be high to ensure it cancels in time.', NULL, NULL),
	(1725, NULL, 'Change group to floorwalkers', 1606, 'Assign directly to a floorwalker (Aileen)', NULL, NULL),
	(1726, NULL, 'Additional Ticket Info', 1609, 'STATUS: has to be OPEN\nTicket Priority - Please choose appropriate priority - for example if this is to push through a cancellation - priority would be high to ensure it cancels in time.', NULL, NULL),
	(1727, NULL, 'Change group to floorwalkers', 1607, '', NULL, NULL),
	(1728, NULL, 'Additional Ticket Info', 1610, '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),
	(1729, NULL, 'Make sure all the information needed is in the description', 1611, '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),
	(1730, NULL, 'You\'re done', 1612, '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),
	(1731, NULL, 'Make sure all the information needed is in the description', 1613, '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),
	(1732, NULL, 'You\'re done!', 1614, '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),
	(1733, NULL, 'Make sure all the information needed is in the description', 1615, '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),
	(1734, NULL, 'You\'re done!', 1616, '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),
	(1735, NULL, 'How urgent is the request?', 1274, 'Can they wait for a Key to be posted out to them (3-5 Working Days) or would they like to collect a key today?', NULL, NULL),
	(1736, NULL, 'Raise D190 task', 1617, 'Head over to ensek and find the active task bar\n\nType D190 in to active task search bar - click  PP issue customer key\n\nClick arrow beside "create task" and select MPAN option', NULL, NULL),
	(1737, NULL, 'Wait', 1619, 'Allow the task to load, refresh the page and the details will populate.', NULL, NULL),
	(1738, NULL, 'Signpost', 1620, 'Signpost 3-5 Working days for the key to arrive\n\nAdvise to register in the meter before topping up', NULL, NULL),
	(1739, NULL, 'Confirm MSN', 1618, 'Check in the meter points section of Ensek and ensure we have the Correct MSN - advise member how to find this on their meter', NULL, NULL),
	(1740, NULL, 'Call EON and Request RTI', 1621, 'Make a call to a third party and type in EON into freshdesk (where you would type the number) to call our PPMIP', NULL, NULL),
	(1741, NULL, 'Confirm MSN', 1622, 'Double check the MSN with EON to make sure what they hold matches that of the member\'s', NULL, NULL),
	(1742, NULL, 'Make a note of RTI', 1623, 'Confirm the RTI with EON and finish the call \n\n(!!!! WAIT FOR THEM TO HANG UP !!!!)\n\nThis will allow you to return to the member.', NULL, NULL),
	(1743, NULL, 'Provide Member with Info', 1624, 'Check your emails for the latest version of the Payzone and Paypoint spare key stockists. \n\nAdvise member where to collect their key and advise they can pick it up from 1hr later. Please collect an Npower/EDF/Eon key only. \n\nAdvise they can top this up straight away', NULL, NULL),
	(1744, 246, 'What is the Scenario?', NULL, '', NULL, NULL),
	(1745, NULL, 'Follow this process for meter deductions', 1626, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/242', NULL, NULL),
	(1746, NULL, 'What fuel is the member concerned about?', 1625, '', NULL, NULL),
	(1747, NULL, 'When did they first Recognise this increase?', 1627, 'Gives us scope to look at recent top ups/events to understand why this is an issue today/ for last few days/weeks/ months?', NULL, NULL),
	(1748, NULL, 'What gas appliances does the member use?', 1629, 'Does the member only use central heating? Do they have a gas cooker, gas fire?', NULL, NULL),
	(1749, NULL, '"How long do use your appliances for?"  "At what tempature do you have your thermostat\'s set at?"', 1630, '21°C should be plenty. You may be used to having your house much warmer than this, so if your thermostat’s set at 24 or 25°C, turn it down by one degree at a time over a few weeks. \n\nAnd just remember: every degree that you turn it down could save you around £80 to £85 a year on your heating bill', NULL, NULL),
	(1750, NULL, 'Any changes within the houshold?', 1631, 'Discuss with the member if there\'s any new appliance, babies, family/friend moved in, loss of job, loss of income? \n\nThis maybe the cause as to why they\'re struggling with topping up their meter.', NULL, NULL),
	(1751, NULL, 'Seasonality Check', 1632, 'Depending on the time of the year, we may need to give that reality check that we\'re now into the winter period. \n\nExplain to the member that the winter is most prominent between Nov-Feb. \n\nBetween these months you will spend 50% of your annual usage.\n\n"If you top up £10 a week, that totals £520 a year, so we\'d expect you to use at least £260 of this between Nov to Feb"', NULL, NULL),
	(1752, NULL, 'Recap Your Findings', 1633, '"Ok Member, thanks for providing me with this information. From what you\'ve told me…"\n\nRelate your findings to the increase in usage. \n\n"You mentioned that you\'ve recently had a baby and I would understand that you\'d have your heating on more potentially due to this as we wouldn\'t want the baby going cold." \n\n"You\'ve mentioned that your heating system is 15 years old, just to make you aware that the efficiency rating does decrease over time. Can I ask do you normally get it serviced annually?"', NULL, NULL),
	(1753, NULL, 'Energy Tips', 1634, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/226', NULL, NULL),
	(1754, NULL, 'Energy Saving Support', 1635, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/235', NULL, NULL),
	(1755, NULL, 'When did you first recognise this increase?', 1628, 'Gives us scope to look at recent top ups/events to understand why this is an issue today/ for last few days/weeks/ months?', NULL, NULL),
	(1756, NULL, 'What appliances does the member use for electric?', 1636, 'Attempt to go through room by room and understand what appliances the member uses. Painting a picture of what is used on a daily basis. \n\nHow old the appliances are? Older = Less Efficient', NULL, NULL),
	(1757, NULL, 'Any Changes within the Household', 1637, 'Discuss with the member if there\'s any new appliance, babies, family/friend moved in, loss of job, loss of income? \n\nThis maybe the cause as to why they\'re struggling with topping up their meter.', NULL, NULL),
	(1758, NULL, 'Seasonality Check', 1638, 'Depending on the time of the year, we may need to give that reality check that we\'re now into the winter period. \n\nExplain to the member that the winter is most prominent between Nov-Feb. \n\nBetween these months you will spend 50% of your annual usage.\n\n"If you top up £10 a week, that totals £520 a year, so we\'d expect you to use at least £260 of this between Nov to Feb"', NULL, NULL),
	(1759, NULL, 'Re-cap your findings', 1639, '"Ok Member, thanks for providing me with this information. From what you\'ve told me…"\n\nRelate your findings to the increase in usage. \n\n"You mentioned that you\'ve recently had a baby and I would understand that you\'d  have new appliances for baby for heating up bottles etc" \n\n"In the winter period it\'s expected for your gas usage to increase however at this same time of year, due to the darker evenings your elec usage will increase also with lights being used earlier and potentially using the tumble dryer if they have one instead of air drying.', NULL, NULL),
	(1760, NULL, 'Energy Tips', 1640, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/226', NULL, NULL),
	(1761, NULL, 'Energy Saving Support', 1641, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/235', NULL, NULL),
	(1763, NULL, 'Is the member aware of the Economy 7 times?', 1642, 'https://peprepayment.freshdesk.com/a/solutions/articles/77000473899', NULL, NULL),
	(1764, 248, 'Useful links and Webpages', NULL, 'Common links and additional support pages', NULL, NULL),
	(1765, NULL, 'Knowledgebase/Freshdesk Solutions', 1643, 'https://peprepayment.freshdesk.com/a/solutions', NULL, NULL),
	(1766, 249, 'Switching Sites', NULL, 'To help our member\'s who ask how we got their information we can use the following link to help us find out which switching site/company was used to switch their supply to us.', NULL, NULL),
	(1767, NULL, 'link', 1644, 'https://peoplesenergyco.sharepoint.com/:x:/r/sites/PeoplesEnergyIntranet/_layouts/15/Doc.aspx?sourcedoc=%7BB0E1A023-24F6-4458-B6F0-07E17F1989F1%7D&file=Switching-sites-reference-codes.xlsx&action=default&mobileredirect=true&CID=1954DBB6-E1F5-41A0-AAB2-763BCEE20D83&wdLOR=cFD012859-1667-40D3-B5DD-7734FC4FBBED', NULL, NULL),
	(1768, NULL, 'Independent Organisations that can offer advice and support', 1471, 'Money Advice Service\nhttps://www.moneyadviceservice.org.uk/en\n\nCitizens Advice Bureau or Citizens Advice Scotland\n\nhttps://www.citizensadvice.org.uk 0808 223 1133(or 0808 223 1144 for Welsh language)\n\nScottish Debt Advice Website\n\nhttps://scottish-debt-advice.org.uk', NULL, NULL),
	(1769, NULL, 'Let\'s Talk', 1645, 'Let\'s Talk offers a range of schemes to help those with utility debt, both individuals and small businesses. \n\nSome of their schemes also offer energy efficient white goods or help with old or broken boilers. \n\nIn addition, organisations can register to join the Let\'s Talk online Shop to purchase other support products', NULL, NULL),
	(1770, NULL, 'link', 1646, 'https://www.lets-talk.online/', NULL, NULL),
	(1771, 250, 'A member wishes for us to remove their details', NULL, 'This is not always the result of a complaint, another example may be they have not agreed to a switch and want to be removed from our system - What can we do to inform and assist our members?', NULL, NULL),
	(1772, NULL, 'Background', 1647, 'All members have the right to have their personal data removed when we no longer need to hold it. \n\nSometimes this is known as the right to erasure', NULL, NULL),
	(1773, NULL, 'What are we required to keep and the time limits involved?', 1648, 'People’s Energy are required to hold certain elements of personal data, including telephone call and webchat data,  for up to two years.\n\nData relating to Direct Debits guarantees can be held for longer – up to a limit of 6 years\n\nThis is standard practice within the energy industry and is to ensure that we can unravel any issues relating to switching. \n\nIn summary, we don’t hold Personal Data any longer than necessary and not longer than the time limits shown.', NULL, NULL),
	(1774, NULL, 'How to Process someone\'s request to be forgotten', 1649, 'If a member requests the right to be forgotten you can ask for their name, email address and telephone number to be removed. We can also have their bank details removed if no longer required. \n\nSometimes we can do that but there will be times when we need to keep it.  \n\nAll you need to do is submit a ticket to PE IT Helpdesk (category - Other).', NULL, NULL),
	(1775, NULL, 'Payzone', 1650, 'https://storelocator.payzone.co.uk/', NULL, NULL),
	(1776, NULL, 'Paypoint', 1651, 'https://consumer.paypoint.com/cashout', NULL, NULL),
	(1777, NULL, 'Is this a Day 1 complaint?', 342, '', NULL, NULL),
	(1778, NULL, 'Update Freshdesk and Ensek', 1652, 'We need to acknowledge that this has been closed _ Please make a note in the account history on Ensek to say DAY1 complaint closed REF : (XXXXX)', NULL, NULL),
	(1779, NULL, 'Freshdesk', 1654, 'Ensure all the fields are updated in Ticket Priorities to state this is a Day 1 complaint', NULL, NULL),
	(1780, NULL, 'Creating a follow up task', 1653, 'Best Practice is to set a freshdesk ticket to-do on anything that we need/waiting on and also when we should contact them next. \n\nLeave a clear note on Ensek Account History for another advisor should the member wish to talk to someone about it', NULL, NULL),
	(1781, NULL, 'Fresh Desk', 1656, 'Ensure all ticket properties are updated. We will now send the Complaint acknowledgement email', NULL, NULL),
	(1782, NULL, 'Reminders in Freshdesk (set a to-do)', 1655, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/209', NULL, NULL),
	(1783, NULL, 'Reminders', 1657, 'This will show in the dashboard when you log in to freshdesk to help keep you organised and can tick off any tasks you are required to do.', NULL, NULL),
	(1784, NULL, 'Complaint logged from call', 1658, 'We will now have to add an email address in to the Freshdesk Ticket Contact Information this will allow us to reply to the email and other agents will be able to see the contact history for both phone and emails should they need to refer to the open complaint', NULL, NULL),
	(1785, NULL, 'Add an Email address', 1659, 'On your Freshdesk ticket the top right it shows an "i" and contact Deails and to the right of that we will click EDIT', NULL, NULL),
	(1786, NULL, 'Edit Contact Details', 1660, 'Add in the email address and ensure that the Name of the member is also added - This will help the auto-fill on replies to the member and then click save', NULL, NULL),
	(1787, NULL, 'Complaints Timeline', 1661, 'https://peprepayment.freshdesk.com/a/solutions/articles/77000474323', NULL, NULL),
	(1788, NULL, 'If the Complaint has been resolved', 1662, 'Ensure we send the Resolution letter to the member and Also that we Make an Ensek Account History note to say \nCOMPLAINT CLOSED REF (XXXXX)', NULL, NULL),
	(1789, NULL, 'Link to adding someone to PSR', 922, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/48', NULL, NULL),
	(1792, NULL, 'Metering Booking Forms', 1665, 'https://ppmiknow.peoplesenergy.co.uk/flow/start/207', NULL, NULL),
	(1795, NULL, 'Transfer', 1669, 'Advise that we are the Prepayment Team and don\'t handle sign ups for Credit.\n\nOffer to transfer to the Credit line and that they may be able to discuss credit tariff options with them.\n\nSignpost them to our Website to look at Credit tariffs if they do not wish to be transferred\n\nThank them for calling', NULL, NULL),
	(1801, NULL, '', 1672, '"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),
	(1802, 251, 'Discretionary Credit', NULL, 'This is a support tool in which we can offer financial support to our members.', NULL, NULL),
	(1803, NULL, 'Alternative Assistance?', 1673, 'Before offering Discretionary Credit, it\'s important to understand where else our members have sought assistance.\n\n"Have you spoken to a friend or family member for some assistance?"\n"Have you spoken with your local Citizens Advice Bureau or local Council for assistance?"\n\n** PLEASE LOOK FOR ANY DISCRETIONARY CREDIT FLAGS ON ACCOUNT BEFORE PROGRESSING **', NULL, NULL),
	(1804, NULL, 'Understanding our Members Circumstances', 1674, '"To ensure we provide the correct level of assistance, I just need to ask you a few questions around your circumstances, is that ok?"\n\n"Is their anyone in the household working at the moment?"\n"Is either yourself or anyone in the home receiving any government benefits?"\n"When would be the next time you\'d be receiving any money?"\n"How much money do you normally top up per week?"\n\nWhen the member advises us of how much they top up a week, multiply this by how many weeks until they are next receiving payments.', NULL, NULL),
	(1806, NULL, 'SQ05 Message or Postal Card?', 1675, '', NULL, NULL),
	(1808, NULL, '', 1677, '"Ok, I can arrange for a message to be sent to your local shop and you can collect your credit there."\n\nHow to send SQ05 Message\n- Raise SQ05 task on ENSEK\n- Enter the letter "O" in the "Issue Type" field\n- Enter Outlet ID\'s for collection\n\n- Eneter Emergency Indicator \n"U" for Urgent 1hr collection\nor\n"N" for next day collection (On Supply)\n\nNow we must agree a weekly repayment amount before sending.', NULL, NULL),
	(1809, NULL, 'Agreeing Repayment', 1679, '"Ok, can I confirm how much you\'d be able to pay back each week towards your balance?\n\n"The minimum we can set this as is £3.65"', NULL, NULL),
	(1810, NULL, '', 1680, 'Please enter the following to ensure the meter is set up to collect the balance. \n\nGD indicator: +\nGD Adjustment: < DC Amount Awarded> \nGD Rate: 70\nGD Min: 0.00\nGD Max: <Agreed Weekly Repayment>\nCredit Indicator: +\nCredit Adjustment: <DC Amount Awarded>\n\n*Check all fields before sending SQ05 message*', NULL, NULL),
	(1811, NULL, 'Balance Recovery', 1681, '"Your weekly repayment amount is set as £x.xx, this will look to be recovered once a week. Please ensure that we\'re topping up the meter once per week to cover the agreed amount."\n\nN.B - The meters internal clock runs from Wednesday to Tuesday each week. If a member tops up on a Tuesday and then again on a Saturday, the agreed Weekly Repayment will be deducted from both top ups as a new week has begun on the meter.', NULL, NULL),
	(1812, NULL, '', 1682, 'How to collect the message\n\nAsk the member to make their way to the shop after the agreed timescale and ask the shopkeeper to processing a zero value transaction on the terminal. \n\nZero Value Transaction - Shop Instructions\n- Go to credit entry screen on terminal\n- Enter £0.00\n- Confirm until receipt is produced', NULL, NULL),
	(1813, NULL, 'Transaction Succesful', 1683, 'Recap credit awarded, weekly repayment amount and how this will be repaid via the meter.', NULL, NULL),
	(1814, NULL, 'Updating ENSEK', 1684, 'Update ENSEK with the discretionary credit indicator on ""All Active Tasks"", this is listed under "Discretionary Credit Account Flag"Please update a note on ENSEK stating that you have provided an SQ05. **DO NOT RECORD THE AMOUNT AWARDED OR THE REPAYMENT AMOUNT IN THE NOTES**', NULL, NULL),
	(1815, NULL, 'Sending A Postal Card', 1678, '"Ok, I can arrange for a card to be sent out to you, this will arrive within 3-5 days, is this ok?."\nHow to send SQ05 Card\n- Raise SQ05 task on ENSEK\n- Enter the letter "G" in the "Issue Type" field\n\n- Eneter Emergency Indicator \n"N" for normal 3-5 working day delivery\n"U" for urgent delivery, delivery next day if ordered before 4:30pm\n"B" for gauranteed delivered by 11am  next day, if ordered before 4:30pm.', NULL, NULL),
	(1816, NULL, 'Agreeing Repayment', 1685, '"Ok, can I confirm how much you\'d be able to pay back each week towards your balance?\n\n"The minimum we can set this as is £3.65', NULL, NULL),
	(1817, NULL, '', 1686, 'Please enter the following to ensure the meter is set up to collect the balance. \n\nGD indicator: +\nGD Adjustment: < DC Amount Awarded> \nGD Rate: 70\nGD Min: 0.00\nGD Max: <Agreed Weekly Repayment>\nCredit Indicator: +\nCredit Adjustment: <DC Amount Awarded>\n\n*Check all fields before sending SQ05 message*', NULL, NULL),
	(1818, NULL, 'Balance Recovery', 1687, '"Balance Recovery \n""Your weekly repayment amount is set as £x.xx, this will look to be recovered once a week. Please ensure that we\'re topping up the meter once per week to cover the agreed amount and enough for your daily usage and standing charge"".\n\nN.B - The meters internal clock runs from Wednesday to Tuesday each week. If a member tops up on a Tuesday and then again on a Saturday, the agreed Weekly Repayment will be deducted from both top ups as a new week has begun on the meter. "', NULL, NULL),
	(1819, NULL, 'Recap', 1688, 'Advise the member to register the card in the meter for 60 seconds when received. Recap the amount awarded, repayment amount and how this is collected via the meter.', NULL, NULL),
	(1820, NULL, 'Update ENSEK', 1689, 'Update ENSEK with the discretionary credit indicator on "All Active Tasks", this is listed under \n"Discretionary Credit Account Flag"\n\nPlease update a note on ENSEK stating that you have provided an SQ05. \n\n**DO NOT RECORD THE AMOUNT AWARDED OR THE REPAYMENT AMOUNT IN THE NOTES**', NULL, NULL),
	(1821, NULL, 'RTI or Postal Key', 1676, '', NULL, NULL),
	(1822, NULL, 'Collecting DC via an RTI', 1690, '"Ok, I can arrange for you to collect this credit with a code number at your local outlet, is this ok?"\n\nAgreeing Repayment\n"Ok, can I confirm how much you\'d be able to pay back each week towards your balance?\n\n"The minimum we can set this as is £3.65"', NULL, NULL),
	(1823, NULL, 'Creating RTI', 1692, 'Ok, I\'m going to pop you on hold for a couple of minutes and I\'m going to get this code for you."\n\n- Confirm Meter Serial Number with the member\n- Call EON (PPMIP)\n- Request Discretionary Credit RTI\n- Advise of credit awarded and repayment amount.\n- Take RTI from EON Agent', NULL, NULL),
	(1824, NULL, 'Collecting RTI', 1693, 'Advise the member to take the key to any payzone/paypoint outlet to collect credit in 1 hours time. \n\n"Thank you for holiding, if you have a pen and paper I can provide you with your code number? It is 012345, this number will be active in 1 hours time and you can ask the the shop to update your current key with this number and the credit will be credited onto your key."', NULL, NULL),
	(1825, NULL, 'Balance Recovery', 1694, 'The meter is set to take 1% of the agreed repayment amount every 101 minutes. E.g  £5.00 WRR equates to 0.05p every 101 minutes = £0.71p per day. \n\n"Your weekly repayment amount is set as £x.xx, this will be recovered everyweek via the cedit available on the meter. Please ensure that your meter is topped up enough to cover the agreed repayment amount and enough for your daily usage and standing charge"', NULL, NULL),
	(1826, NULL, 'Recap', 1695, 'Advise the member to register the key in the meter for 60 seconds when received. Recap the amount awarded, repayment amount and how this is collected via the meter.', NULL, NULL),
	(1827, NULL, 'Update ENSEK', 1696, 'Update ENSEK with the discretionary credit indicator on "All Active Tasks", this is listed under \n"Discretionary Credit Account Flag"\n\nPlease update a note on ENSEK stating that you have provided an SQ05. \n\n**DO NOT RECORD THE AMOUNT AWARDED OR THE REPAYMENT AMOUNT IN THE NOTES**', NULL, NULL),
	(1828, NULL, 'Collecting DC via Postal Key', 1691, '"Ok, I can arrange for a key to be sent out with the credit, is this ok as it may take between 3-5 days for this to arrive?"\n\nAgreeing Repayment\n"Ok, can I confirm how much you\'d be able to pay back each week towards your balance?\n\n"The minimum we can set this as is £3.65"', NULL, NULL),
	(1829, NULL, 'Creating a Postal Key', 1697, '"Ok, I\'m going to pop you on hold for a couple of minutes and I\'m going to get this key sent out for you."\n\n- Confirm Meter Serial Number with the member.\n- Call EON (PPMIP)\n- Request Discretionary Credit Postal Key\n- Advise of credit awarded and repayment amount.\n- Confirm this has been sent by agent', NULL, NULL),
	(1830, NULL, 'Receiving Key', 1698, 'Advise the member that a key has been sent out via post and confirm the timescale to receive alongside how to register. \n\n"Thank you for holiding, I\'ve arranged for a key to be sent out with the agreed amount, this will be with you within the next 3-5 days, please pop this in the meter for 60 seconds when you receive it and throw away any old devices you may have as this will be your new working key.', NULL, NULL),
	(1831, NULL, 'Balance Recovery', 1699, 'The meter is set to take 1% of the agreed repayment amount every 101 minutes. E.g  £5.00 WRR equates to 0.05p every 101 minutes = £0.71p per day. \n\n"Your weekly repayment amount is set as £x.xx, this will be recovered everyweek via the cedit available on the meter. Please ensure that your meter is topped up enough to cover the agreed repayment amount and enough for your daily usage and standing charge"', NULL, NULL),
	(1832, NULL, 'Recap', 1700, 'Advise the member to register the key in the meter for 60 seconds when received. Recap the amount awarded, repayment amount and how this is collected via the meter.', NULL, NULL),
	(1833, NULL, 'Update ENSEK', 1701, 'Update ENSEK with the discretionary credit indicator on "All Active Tasks", this is listed under \n"Discreionary Credit Account Flag"\n\nPlease update a note on ENSEK stating that you have provided an SQ05.', NULL, NULL);
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