WS31

Check

• Is this related to another job raised within the last 24 hours? Please complete a proxy check with the full postcode. If it is, follow ‘if issue has already been reported’ 
• Ensure customer has an active billing account

Actions in CSMS

If issue has already been reported:

• Create a new CSMS with customer’s name and address. Contact number to be added into Additional Information box and not phone number field
• Log the CSMS for info as the issue has already been reported and route to none
• Create a new action in the existing in hand CSMS and capture
  • Customer Name
  • Phone number
  • Address
  • Any vulnerability

New Issue:

• Create a new CSMS and Capture the following:
  • Customer name
  • Phone number and an alternative
  • Customer’s description of the issue
  • Correct address of the issue and exact location
  • Any access issues
  • Customer update preference (call or text)
  • Any vulnerability
  • Time that customer will be at the property, the larger the window for attendance the bettter
• Route to XXXX (If the job doesn't raise in XXXXX, you'll need to alert the appropriate team. In Hours contact Water Distribution on xxxx xxxx xxx, OOH contact NMC on xxxxxx xxxxxx)

Respond to the Customer

Pass CSMS number on to the customer for their records.