- Support and Advocacy
- Proactive Communication
- Prompt Issue Resolution
Overview
A valued customer of ours, a bowling club, was facing a serious challenge and contacted us for support. Their issue stemmed from an incorrect registered address showing on their contract with their energy supplier, which was linked to another club approximately 3 miles away.
Challenges
This administrative error led to some operational difficulties and disrupted the installation of a smart meter. The Meter Operator (MOP), the party responsible for the meter, could not access the site as it was registered incorrectly on the contract, and on the national database.
Our Strategy
To rectify this complex issue, our team went with a multi-faceted approach, engaging directly with all involved parties to gain an understanding of responsibilities. This included parties such as Royal Mail, who did not have the postcode registered on their postcode checker, the DNO (Distribution Network Operator), who can maintain the database records, and the customer’s Energy Supplier, who are also responsible for looking after the meter.
The bowling club did not have a PO box, which we discovered was a major factor in causing the issue. This was a set-back in the process, however, we moved forward and provided an Official Club Registration Certificate to the listed parties. This document was undeniable evidence and was promptly approved by the DNO, resulting in the national database being updated.
The Results
Our ongoing support led to a positive outcome. We successfully secured and facilitated the smart meter installation appointment, ensuring the address correction was complete and the process was executed promptly. By addressing and resolving the bowling club’s concerns, we effectively cleared up their confusion and ensured their needs were fully met.
This example highlights how timely action, clear communication, and dedicated support can turn a frustrating situation into a smooth resolution – ensuring the bowl club’s needs were met without delay and minimal confusion.
