[HelenaP_EONNext]

🎄 12 Days of Knowledge 🎄

Hello everyone 👋,

It's the 1st December and we are starting to feel the festive spirit here on the community! 🎀

December is a wonderful time for celebration and spending time with family and friends! that's why on the community, we want to ensure all of our members are provided with the information available on how we can support them throughout the winter months! ⛄

Throughout 1st -12th December, we will be adding a post each day on this thread to share any knowledge nuggets from the community we feel can benefit and support our members and customers!

Keep a look out on this thread to see updates each day! 👀

If you have any feedback on what topics you would like to see more of or if there is anything you would like to see more knowledge around, please let us know! 💜

[HelenaP_EONNext]

DAY 1: Priority Services Register (PSR)

The Priority Services Register (PSR) allows suppliers to have an understanding of a customers circumstances and any vulnerabilities! This way we are able to ensure we are providing advice and the support available to those who may need a little extra help 💜

You can let us know of any changes in circumstances or update the PSR via your online account or by contacting our energy specialist, find all the ways to contact E.ON Next here How to contact E.ON Next

Take a look at our thread Priority Services Register: What is it and how do I get added? to find out more! 👀

[Lee_EONNext]

DAY 2: Direct Debit Reductions

Today we want to talk about direct debit reductions. We understand this can be a tough conversation, especially this time of year. If you do need to amend your direct debit, our customer services teams would be looking to only reduce this by 10%

This depends on the credit on the account and how many weeks/months consumption is on the account. If you have lots of credit then we would look to refund and drop the DD by 10% moving forward. Each case is different however 10% reduction is a standard you can expect from our customer service teams. We have so much more support available for customers who need it, however we need our customers to let us know when they do need help and we will of course do everything we can.

Couple of threads that might help here,

• Changes to your payments
• Affordability & Vulnerability Highlights

If you would like to check or clarify something, pop us a tag 😀

[meldrewreborn]

@Lee_EONNext

Why just 10%? There are lots of reasons why a Direct Debit might require changing. Prices change for this on a variable tariff, consumption levels can change too and it’s generally accepted that aggregate customer balances are overwhelmingly positive when if the system was being operated fairly the aggregate total would be close to zero. Customers are entitled to under the OFGEM guidance to a fair and reasonable Direct Debit based on accurate information held. Limiting any reduction to 10% doesn’t fit that guidance, and also assumes the previous Direct Debit was in the right ball park.

Customers should always be prepared to challenge the EAC too, as this computation, which nobody can explain or understand, might be far from accurate.

[Lee_EONNext]

@meldrewreborn

We are governed by our Licensing Conditions from Ofgem that Direct Debits must be set at estimated usage for the next 12 months based on previous usage in 12 equal payments plus any debt element. This is based on actual usage, if not available we will estimate and review where needed.

Price changes are looked at and if any changes are to be made customers are notified.

In terms of EAC, this is an estimate which is outlined in any quote given. This is why we see alot of DD increases and decreases within a few months of new customers joining where their AAC (Actual Annual Consumption) is missing.

In terms of where a customer needed more support, providing certain steps we're attained then we would support that customer. The same way if you had a lot of credit, we would look into why and act accordingly.

To reiterate, this is looked at on a case by case basis, however the initial step is 10% if you can evidence that the figures used on the system is wrong, then of course we amend things.

[meldrewreborn]

@Lee_EONNext

I'm sorry but my experience is that the EAC, which in my case is wrong, is used as the basis of direct debit computations, and its also used in quotes on tariff changes - so while my DD is currently £112 per month if i look at changing the current tariff, my current tariff amount is shown £118!! I can understand EAC being used in some circumstances, but when AAC data is available why is that not used? AAC data doesn't get promoted that much and its not shown on my statement, although EAC is despite me having been a customer for 3 years!!

I've had to argue to get to get my DD based on actual consumption over the past 12 months, rather than the inaccurate EAC. The guidance from OFGEM is that the most accurate information to hand should be used.

[Lee_EONNext]

@meldrewreborn I understand in your case about your EAC, this is where a human interaction would look at your AAC if available or your reads, we would then make a decision off of the back of it.

You shouldn't have had to argue with anyone to have your DD amended based on your usage If it's available, that is something that we should 100% be looking into for you. I'm not on the Community today @meldrewreborn I am away in meetings and should be back with you on Sunday, however I thought it best to respond to you.

I would suggest popping whoever posts in comrades today a DM and they can look into this for you and make sure it's set to your usage. When I moved to Eon Next I was asked for my AAC if available.

[Anasa_EONNext]

DAY 2 Charis Winter Warmth bundle 🎄

As we edge a little bit closer into the colder months we just wanted to remind you of the different ways that can help.

Did you know that Charis offer Winter Warmth bundles?

These bundle's are designed to respond to the needs of some of our people that are living in vulnerable situations across the UK. Helping those households that maybe struggling to keep warm and receive instant relief from the cold with 'Charis Winter Bundles' These bundles are available through the

Charis Shop

- or Copy and paste:

https://charisgrants.com/individuals...armth-bundles/

Charis shop FAQs

EON Next Charis Winter WarmthBundle