Move a customer out of a property

If a customer does a move out using the MyAccount portal or a user does a move out using the CRM, a REEN activity type will always be created upon move out customer AND a DEEN activity type will always be created on the move out customer.

By default, the DEEN and REEN activities will have a class of "activity". This means they'll be open and alert users that a move out has been done. If you wish to use the Onboarding report and these are not needed, then update this class to "system". They will still be created but will be a note with no action needed.

Ask your customer:

1. Their full name
2. The building and property they are moving out of

To move your customer out, click on Customer Details menu then select Residential.

Click on the Move Out button.

Enter the information below into the Move Out Wizard, then click Save.

Which property are you moving out of

• Select the Property - all existing properties the contact is associated with will be listed. If the property has multiple services (electricity, gas, water etc) all services for the property must be selected.

Move out details

• Move Out Date - this can be in the future or up to 10 business days in the past. If a retrospective date is used the account is updated to CLOSED, otherwise PENDING MOVE OUT is used.
• Billing Address - the address of the customer once they have moved out of the property and use used if POST is selected as their delivery preference.
• Email address - validation applied to ensure it has an @ and .
• Invoice delivery preference - email or post options. This will also impact all other correspondence sent to the customer.
• Mobile number - basic validation is performed on the mobile number length.

Add a move out charge

Move out charges are optional. Fees can be automatically added - log a support ticket if you would like this enabled.

• What charge do you want to add?
• How much is the charge?
• What date does the charge apply?
• Charge notes.

Note: If the charge amount is over the users delegated authority, it will need to be approved before it can be invoiced.

Once the moving out process is finished, this will:

• Update the existing account to CLOSED if the move out date is in the past or PENDING MOVE OUT, if the move out date is in the future.
• Create a new account with a status of OPEN if the move in date is in the past or PENDING MOVE IN if the date is in the future.
• For non Non-AM properties, an estimated closing read will be created for the account. 

Sensitive information will be removed after 90 days 

Once a customer’s account has been closed and the balance is $0, the following information will be permanently deleted from the system:

• Date of birth
• Payment details (payment method will be reset to manual)
• Identification information
• Phone numbers
• Historical documents

A call note will be recorded confirming that this information has been removed.