When Missing DNO Notifications Cost Customer Satisfaction
Homeowners couldn't get export tariffs because G98/G99 commissioning notifications were missing. Customer service teams were overwhelmed with panicked escalations.
Zero
Export MPAN Delays
100%
DNO Notification Tracking
Eliminated
Panicked Escalations
The Challenge
Housing developers' customer service teams were spending significant time pacifying angry homeowners who couldn't obtain export tariffs. The root cause: solar installations were being commissioned without proper DNO notification, which meant homeowners couldn't get the export MPAN needed to claim Smart Export Guarantee payments.
Business Impact
High volume of customer service escalations damaging developer relationship. Homeowner dissatisfaction, reputational harm, emergency backlog work, and risk of DNO penalties created a compliance and customer satisfaction crisis.
Who This Affected
Key Pain Points
No systematic tracking of DNO application status
Installations were commissioned without verifying notification status, creating export tariff blockages
Customer service teams overwhelmed with escalations
Homeowners were frustrated they couldn't access export payments due to missing paperwork
Acknowledgment letters not captured or tracked
No system for receiving and filing DNO ack letters meant handover packs were incomplete
The Solution
Implemented DNO tracker with application/notification states and deadlines, 'padlock required' guardrails on commissioning where approvals are pending, and ack-letter ingestion with automatic inclusion in handover packs. The system prevents commissioning until DNO compliance is verified.
Features Implemented
- ✓DNO tracker with application/notification states and deadlines
- ✓'Padlock required' guardrail preventing commissioning before DNO approval
- ✓Ack-letter ingestion and storage linked to specific plots
- ✓Automatic handover pack inclusion of DNO documentation
- ✓Alert system for approaching DNO notification deadlines
Implementation Approach
DNO workflow was mapped into the tracker with state transitions from application through acknowledgment. Commissioning forms were configured with conditional logic: if DNO approval pending, system flags 'padlock required' and prevents full commissioning. Ack letters are uploaded and automatically associated with correct plots.
The Results
Fewer Escalations
Customer service complaints about export tariff access dropped dramatically
Predictable Time-to-Acknowledgment
Visibility into DNO process timing enabled proactive customer communication
Smoother Handovers
Complete DNO documentation in handover packs satisfied developer requirements
"If you don't notify the plot, the homeowner is unlikely to be able to get any kind of export tariff. We were getting lots of panicked emails - 'we haven't done a DNO application for this, some commissioning'."
— Compliance Manager
Why This Story Matters
Compliance Manager
Why It Matters
DNO notification isn't optional paperwork-it's essential for homeowner export tariff access and client satisfaction.
Key Focus
Implement systematic DNO tracking with guardrails to prevent commissioning before notification.
project_admin
Why It Matters
Tracking DNO states and capturing ack letters prevents handover delays and customer service escalations.
Key Focus
Use DNO tracker to manage application workflow and ensure complete handover documentation.
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