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FrOpt

FrOpt. Robin. With. Nicki. &. Who are FrOpt?. Two teams of approximately 10 people managed by Kath Fellows and Jan Dukes. FrOpt arrange for water meters to be fitted on domestic properties where the customers are currently paying on rateable value or assessed charges. What we do.

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FrOpt

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  1. FrOpt Robin With... Nicki &

  2. Who are FrOpt? Two teams of approximately 10 people managed by Kath Fellows and Jan Dukes FrOpt arrange for water meters to be fitted on domestic properties where the customers are currently paying on rateable value or assessed charges

  3. What we do Send out the “Fitting Meters Free – A Householders Guide” pack Book appointments and answer any queries Reschedule appointments Cancel appointments Look after meters under 1 year old only Convert the account once the meter has been fitted, this can take up to 2 weeks

  4. How do we do it? First we perform an estimation using the FrOpt Model

  5. How do we do it? We then gather information for the fitter ie. stop tap location and if it is accessible etc. This information is copied into DOJM which we use to book the appointment.

  6. How do we do it? Once the appointment has been booked a 96 comment will appear in CAST on the Property Comments. There also should be workflow document raised which contains the customers water usage and whether or not they want a payment plan.

  7. What we don't do Deal with meters over 1 year old Make commercial or business appointments Arrange fits on new supplies Move meters Unable to change account back to RV Deal with leaks and problems on meters and supplies over 1 year old Fit meters on void or occupier accounts

  8. Common queries asked by customers I have a fitter coming round today can you tell me when he’s going to arrive? Why do I have to wait so long for my meter to be fitted? Can my meter be removed once it’s been fitted? Do I need to keep paying my bill? Can you ring me if you get a cancellation? Is it free to have a meter fitted?

  9. Some of our more humorous queries I’ve got a problem with my Yahoo Broadband, can you help? My water meter is bleeping?! Stop it! What colours do the meters come in? Can I choose? Will I save water and help the environment by urinating in the garden? I have a hole outside a metre deep!

  10. Surestop... What is it? The Surestop allows you to turn off your Water supply at the flick of a switch making it much easier to turn off your water in an emergency. We can either arrange to have it fitted at the same time as the meter for £69.95 or if they do not want a meter can have one direct from SureGB Limited for £109.99. Alternatively they can purchase their own from a retailer for £29.95 but they will have to fit it themselves. SureGB’s telephone number is 0121 782 5666 Or 0121 782 5777

  11. For how long do we deal with meter problems after the installation date? Name three things that FrOpt cannot deal with Do we deal with commercial or business customers? What is the STAMPS message code needed to raise a brochure request? How do you recognise on CAST when a meter has been applied for? FrOpt Quiz! What are the three main reasons why a domestic property would not be able to have a meter straight away after being transferred from another department? What information is held in the workflow document that we raise? And when should it be dropped? What do you do if a customer is querying or needing to change an appointment? What are FrOpt’s opening hours? Besides the Surestop, what are the two possible charges that could be incurred during a water meter fit?

  12. A n y Q ? u e s t i o n s

  13. Thank you  Written by Robin Palmer & Nicki Thorpe With the assistance of Jan, Kath and everyone on FrOpt

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