Notes

Popular notes
The Knowledge (KBASE)
Billing resolution, Bournemouth water, C.A.R.E. Team.

Billing resolution >>

A. SWW useful information sheet (Contact details for teams to contact, Charges, Charge Ranges, etc.)

B. Useful Links - Copy bill Search (8 digit cx ref no. )
(no access)

What you see on the bills
1st page
account details

2nd page
-(50 Govt. contribution exclusive to SWW)
-water share+
-company priorities
-saving water estimation (southwestwater.co.uk/estimate)
-contact details to report leaks
(Soutwestwater.co.uk/leaks)
(Southwestwater.co.uk/pollution)

3rd page
Charges :
Balance before this bill
water charges
sewerage charge
Govt contribution (per plot)
total charge
______________

how to get a greener bill
50 pounds (twice a year, quarterly or annually appears on bill)
(not applicable to Bournemouth)
_____
4th page

more details for the charge

balance from last month
water charge
sewerage charge (usage charge+ fixed charge) 95%of the water usage
govt contribution

Measured, unmeasured, dual billing

Measured-

Unmeasured -full annual bill sent in advance

assessed charge - cx wants to convert to measured but s not qualified to get a meter

billed once a year,
Ratable value based on: (By District Valuation Office closed in 1990)
Size of property
location
positions
plot
proximity to local amenities
outlook

sewage 3 key charges:
Foul water
highways drainage
surface water drainage

payment plan 2 bills in a year
without payment plans 4 bills in a year
unmeasured - annnual bill

all properties built after 1989 must be metered*

Payment plan

Standing order- 24-48 hours
payment slips- 5-7 business days
direct debit - at least 24-48 hours

assessed charge, unmetered to metered but cx meter is not possible

10m3=10000L

TOOLS:

Rapid billing system

search>>
master search (post code, property code, (FILTER)
key search - cx ref. , property ref (unique to account)

enquire, customer, detailed customer inquiry

TOOLS:

Rapid billing system

search>>
master search (post code, property code, (FILTER)
key search - cx ref. , property ref (unique to account)

enquire, customer, detailed customer inquiry

property ref: 8 digit -4 or 5
cx ref: 10 or 8 digit starts with 1-6
meter ref: 8 digit starts with 7

property address: where water is supplied
billing address: where cx is sent the BILLS

non household accounts - can choose who provide billing and CS.
wholesaler (SWW) vs retailers (Open water/market)

HH vs Non-HH
nonhh- active SPID, pop ups

CMEX customer measure of experience.
Rants and Rave


what we can update for cx in rapid
email address/phone number
billing info
DOB
NAMES (in rare cases)
Number of Occupants

Adding a name to an account
UPDATE >> cx details >> cx details
tick box (add name)
forename: Always just an initial.
Surname: Complete
SAVE
Add details: FULL NAME, DOB
SAVE


check active charges
charge history/charge maintenance
scheduled total/amount

ALWAYS ADD D.O.B.

ADDING PHONE NUMBERS
contacts >> NEW/Delete
SKIP Property box, choose type of phone number (standard code = first 5) + (6 digits number)

BILLING INFO>> customer details>> BILLING PAYMENT SCHHEDULE>>alternative address
INSIDE OR OUTSIDE (post code first)
inside (address can be found in rapid)
outside manually enter address) (use royalmail.com)
property name, property no. , street, Town, (POST CODE)
water.org.uk (post code first)

to check letters sent to cx, update , cx details, cx details, (CMS history)
to send email >> Update, customer details>> standard letter selection
(print tonight, send direct)>> request>> link to cms contact>>new
for email (print now)(ms print to pdf)>> print (will download)>> then email.
3-5 working days


DAY 4

CRM
record all cx contacts

Logging in
accessing
cx contacts
logging cx contact
notes
logging complaints

accounts>>account search>> cx ref(8 digit)
you can see case number, account names
*changes to rapid reflects to CRM at midnight

contact type
customer enquiry

contact reason
-first contact
-managed process
-repeat/chase

Status
-No further actions
-further actions required >> Further actions activity >>Look up record >> Rapid downtime actions

Complaint questions at end of call (check box) (if there are complaints)
reason for dissatisfaction
--cx happy- confirmed complaint
--cx happy - confirmed no complaint
--cx unhappy
--cx unhappy - accepts outcome
*for cx unhappy (contact billing escalation team)

Unable to transfer to recovery and resolution - NO(transferred) or YES (cannot be transferred)
Notes - chat (copy transcript to notes)/ call details summary of the interactions
-who contacted used/preferred phone number used/email address
-reason for calling
-what we did (actions taken) (amount taken, details changed to, outcome of the call,
-cx happy or unhappy, cx grateful
------------------------------------------
_____________week 2____________
DAY 1
Interim bill activity - handled by back office.

customer experience:
The product- Drinking water (always available) and waste water (should go away)
the service-

EMPATHY - experiencing the feelings of other
SYMPATHY - understanding the suffering of another

BUT!!! -focus on what we can do
"HOLD" - 60 seconds industry standard.
---------------

CHARGES:
payment slip (SWW)
payment card (Bournemouth)

PAYING YOUR BILL:
Direct Debit
Standing order
payment slip
Pay the bill as it comes

Over the phone
Through MyAccount
At reception
at the post office
local bank
at local pay point

unmeasured - 1 bill
measured with payment plan - 2 bills
measured without payment plans - 4 bills

pay bills as it come (pay within 14 days)
------------------
MEASURED Customers:
m quarterly pay the bill as it comes (no payment plan)
m d/d monthly 1st (1, 8, 15, 22) pay by direct debit monthly
m d/d quarterly direct debit quarterly (SWW charges directly)
m /0 monthly pays by standing order (cx in control)
m weekly pays by slips weekly
m f/nightly pays by slip every 2 weeks
m monthly pays by slip (monthly)
---------------
UNMEASURED Customers:
U single installment default single payment
u D/D monthly(10) 1st Direct debit monthly (cx receives bill on February)
U D/D half yearly 1st DD half yearly
U S/O monthly (10) (12) Standing order
U weekly payment Slip
U F/Nightly (10) (12) Payment Slip
U Monthly Payment slip
--------------------

TAKING CX PAYMENT
Before taking charges:
How much cx wants to pay?
what schedule are you on?
what is the recovery stage? (bill, reminder letter, final reminder letter, help letter, outbound Teletech case (care team))

------------
the knowledge
browse>> Home >> Billing resolution>> card payments >> SEMAFONE line system
dial Semafone number on the dial pad >> amount in pence >> please enter the 16 digit card number >> 3 digit security code
>> expiry date

_Pennon Group RESULTS PAGE_
Semafone caller reference:
account number:
Semafone result: ( payment gateway contacted successfully)
payment result:
amount::
Authorisation code: (if there is a code, it means payment is successful)(no code, payment unsuccessful)

*OFFER THE AUTHORISATION CODE
COPY THE PAYMENT INFORMATION CODE on notes
-------------------
*verbally ask cx to enter 16 digit card number and security code
*green tick to confirm that card is accepted
*advise that we do not want to hear the card number for security purposes
-------------------
Taking card payment:
account number
account holder

account number (8 digits + schedule number)
account holder Cardholder's name
-----------------
NOTES:
callers name
phone number
reason for calling
what was discussed
what was done
timescales agreed with cx
cx sentiment
-----------
what happens to payment
-payment authorized by bank
-usually shows the next working business days, (inform 2 business days)
-for wrong account number:
--------------
How to see payments:
Payments button
ENQUIRE>> Customer>> detailed customer details>> Payment History
f4 on keyboard for the breakdown
BILL STATEMENT SELECTION
01/01/01 = shortcut to enter today's date
() VPE viewer for pdf files
RUN OFF ALLOWANCE

(recommended max 4-5 hours)but it always depends on how bad the case (IF experienced on a bigger area)
SWW
water - £2 per hour
Sewage - £3 per hour

BOURNEMOUTH
- £2.12 per hour



----------
Missing payments
-contact payment processing team
>look at payment tab in rapid (how much was received and when it was received)
>check other schedules
>ask cx how they paid and for any account /card payment information
*log under payment>> missing payment>> further action required>> missing payment activity
***** with notes
NOTES:
callers name
phone number
reason for calling
what was discussed
what was done
timescales agreed with cx
cx sentiment
**********
COPY BILL
8digit cx ref number or 11 digit Gentrack number
*********
Amended bills
sending an emended bill
Changes apply only on the next bills
************
REBILLING
UPDATE>> adjustments>> Bill amount adjustments>> Select bills>> rebill>> send
(reset recovery no)
>>charges>>COPY ACCOUNT
5-7 working days
*****************
BANK GIRO=Payment slip
****
updating property name
update>> property>> property name>> save
then copy and apply to UPDATE>> METER
********
run off allowance (applicable to measured customers)
removing the cost of the water used (quality issue)/ allowance for water interruptions
*If you have been affected by discoloration and are on a meter, you can claim a run-off allowance.

how and when to apply (measured
**********
SWW - £5 pound per hour the customers has run their tap
2 for water, 3 for sewerage
alt 156 = £
Bournemouth - £ 2.12
*************

APPLYING THE ALLOWANCE
Measured water volume charge>> scroll >> WS (WHOLESALE AMOUUNT)
adjust item !!NOT ADJUST BILL!!

UPDATE>> adjustments>> Bill amount adjustments>> Select bills>> measured water volume charge >> WS >> ADJUST ITEM (!!NOT ADJUST BILL!!) -2
sewage>> S>> adjust item >> -3

ENQUIRY: Allowance
RUN off allowance
put on notes what the credit was for

********************
setting up direct debit
Update>>customer details>>billing/payment schedule>> add bank details>>SAVE >> link to schedule>>go to schedule>> payment plan>> quote
*send letter
update>>cx details>> standard letter>> contact team DD>> CONFIRMATIONS _MEASURED>>modify>>(ADJUST LETTER)>>VPE preview>>print tonight>>send direct>>REQUEST>>Link letter to CMS contact

BANK DETAILS*
account name as it shows on their bank account
account no.
sort code


**********call listening**********
PAYMENT IVR

cx ref no.
name
property address
post code.

bill £37.62
how the name appears on the card
expiry date

dialed card number
security code


payment accepted
provided authentication code

updated contact details (PHONE NUMBER) (no EMAIL)
number of occupants

******************************************************
AFFORDABILITY
check CHARGE MAINTENANCE TO SEE if there what water tarrif cx is on
https://www.southwestwater.co.uk/bills/need-help-paying-bill/other-support-available/

Watercare
Watersure
Watercare+
water direct
restart (for tenants only)

====
WATERSURE (water Industry Act 1999) (CAPPED BILL)
- families with 3 or more children
-medical condition requiring more water use
-in receipt of certain benefits or tax credits
*metered or on assessed charge
*applies to HH, not account holder
*not applicable if you have a pond /pool over 10 000 Litres.

===
WATERCARE
-equivalized income-

band1 50% OFF
band2 25% OFF
band3 15% OFF
band4 75% OFF
band5 85% OFF

*exclusive to SWW and Bournemouth water
*decision and applied by the Affordability team
*renewed every year
*must be metered or assessed

==
WATERCARE+
-talk through current circumstances and benefits
-potentially book a home visit
-complete a WATER AUDIT
-install water Efficiency Devices
-offer practical advised to save energy
-look into any other grants/ schemes available
-possible referral to restart

===
Water Direct
If your account is at least £50 in arrears, the scheme allows you to pay a fixed amount towards your charges directly from your benefit.
ongoing water usage + £3.85 per week.
"THE RIGHT STEPS"
1. cx details>> if cx receives means of tested benefits
2. fill out details
update>> CX details >> DSS (Department of Social Security) details
change ds status to pending, ask for NI number
(NI- National Insurance)
*after application*
1-2 weeks to set up
update DSS details in rapid, send an application via CJSM
and cx just needs to pay

UPSTREAM VS DOWNSTREAM (clean water vs waste water)

WHOLESALE RESOLUTION TEAM _health concern, discolored water,

CAB - citizens advise bureau

*********************
CRM
ACCOUNTS>>CONTACTS
*********************
always remove cx details if cx is not paying using S/O or DD.
*********************
priority services (vulnerable customers)(account accessibility)

----
ongoing charges
balance
£50 govt contribution
***********************
HOW TO RECOVER DEBTS
Good debts
bad debts
--
How can you get into arears
LOW INCOME
MONEY OWED ELSEWHERE
UNEXPECTED CHANGE IN CIRCUMSTANCE
HAVEN"T BEEN PAYING ENOUGH
------
reset recovery
YES- when we are changing the recovery journey (example, cx changing from DD to SO, SO and monthly ps to weekly or fortnightly PS)
NO- When the recovery journey is staying the same. BILL ADJUSTMENTS.
----
RECOVERY JOURNEY
-based on payment arrangement the cx is on
-pre-determined process
-
-
-
*************
recovery journey- pre-court claim- Non-Instalment customer
0 days -day 0
23 -bill stage
14 -reminder later 1
10 -final reminder
7 -text, voiceblast or Telchase
14 -here to help letter
14 -pre-action notice
14 -pre action notice
7 -fct call (FIELD COLLECTION TEAM)
1 -fct collection activity
15/30 -letter before action
renew confirmed -propose litigation
POST CC -litigation confirmed
********************
recovery journey pre court claim instalment customer
10 -text voiceblast or telchase
7 -instalment reminder
10 -instalment plan a cancelation notice
14 -here to help/ plan canceled
then goes back to recovery pre-court claim non instalment plan
* can also happen if cx change outstanding balance (for standing order) with their bank. ( when cx payment gets behind)

*******************
PAYMENT PLAN RECOVERY JORNEY
*******************
for measured
minimum payment plan

FOR unmeasured
extended payment plan, we use it for unmeasured accounts. Temporary payment plan only for 3 months.

affordability review
create activity.
subject. affordability plan review
change to due date
change owner to TEAM Affordability temporary payment plan
17:00

*******************

What DOESN'T need to be escalated:
Payment in full

---------------------
PRIORITY Service Register: SWW additional Help
ACCOUNT:>
>>>>
PWD: Braille/Large Print Bills/Audio /Telephone Bill Reading//Bills to Nominee/Check Meter Reads


SUPPLY:>
Water Delivery in emergency/Phone call in emergency/Written Warning/
>>>>

HOW TO CHECK PRIORITY SERVICE IN RAPID:
Search>Key Search>Customer details? Detailed Customer Enquiry> on the UPPER RIGHT under Number of Message or Additional Service Lower Right>

HOW TO UPDATE for PRIORITY SERVICES RAPID:
Search>Master Search>Update>Customer Details>Priority Services>Select (select services) (can add more but has to do it one at a time)>Add the nominee's Name and Address>OK>SAVE>

HOW TO LEAVE NOTEs IN CRM FOR PRIORITY SERVICE:
Search>Account Tab>Customer contact>Add new>Enquiry Class (Detail Changes)>Enquiry Type (Customer name Change)>PSR Services Confirmed (TIC YES)>1st Contact>Status (No Further action Required>No