What email - I haven't seen anything?
To all MCS Installation Companies,
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PLEASE DO NOT REPLY TO THIS EMAIL. IF YOU NEED TO CONTACT US USE THE MCS HELPDESK, DETAILS BELOW
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We’re writing with an update on the registering this week of MCS installations.
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We’re well aware of the pressures installation companies will be coming under from customers who believe their certificate won’t arrive on time, and that their FIT application will be compromised. That’s why we’re working hard to minimise the chance of that happening.
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Over the course of this week, several alterations have been made to the database, which has seen improvements in its performance. The database works, although it’s taking longer than it had in the past to actually email out the certificates once they are produced. During the day most certs are being received by installers between 2 to 4 hours after they’ve been submitted. While the delay is of course frustrating, nonetheless this means that most installers are receiving their certs at minimum the same day they apply for them.
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For your information, the database has been successfully providing installers with between 6,000 – 9,000 certificates each day this week, compared to volumes in the recent past of about 500 per day.
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There are some tips that you might wish to be aware of, to help with the process:
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·******** Once you register an installation, it will appear under ‘Administration’ as pending, until the cert is sent to you. It will normally arrive at the email address you provided within two to four hours. If the status is ‘pending’, it is queued to be sent to you. We are not able to access the cert for you while it is pending.
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·******** Once the pending status is lifted and if you still haven’t received the cert, double check the email address you supplied as errors there are often the cause. If that’s all correct and the cert is still missing, then contact us (details below). Remember we can only access the cert once it has left the ‘pending’ state.
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·******** If you believe you have added credits to your account but they don’t appear, it may well be that your payment has been delayed for 24 hours by Paypal for review. You can contact Paypal to query this, on 08707 307 191. If you need the credits sooner, try putting through a lower value transaction. All the credits will appear eventually, and you can always request a refund if you end up with more than you need.
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·******** If you receive an error message saying ‘Out of memory’, try clearing the cache on your internet browser, as that usually resolves that problem.
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·******** Accessing the system outside the peak usage hours of 11am to 4pm should give you a much better user experience
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·******** Remember also that if your customer’s FIT Licensee (electricity supplier) has said they are not accepting applications right up to the deadline, and that’s causing them a problem, you can advise the customer to try another FIT Licensee instead. They are not necessarily obliged to accept the application but it is a route the customer could at least attempt.
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·******** We do not have a say in the PV FIT deadline, and have no information on the appropriateness of any of the rules around registering FIT installations by that date.
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·******** As a reminder, MCS will have more help-lines than ever open from 9am to 5pm this Friday, Saturday and Sunday, to support you in any way we can. Contact details are below.
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Kind regards
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Gemserv Ltd | MCS Licensee**
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Tel: +44 (0)20 7090 1082
Email:
[email protected]
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Gemserv is an expert provider of consultancy and advisory services, predominantly in the energy, water, environmental and regulated sectors.
Gemserv Limited is a company registered in England and Wales, Company Registration Number 4419878.
Registered address: Gemserv Limited,*10 Fenchurch*Street, LONDON, EC3M 3BE.
This e-mail is intended only for the above named addressee/s. This e-mail may be confidential or legally privileged. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Gemserv Limited.*
If you have received this e-mail and you are not a named addressee, please contact the Gemserv Limited IT Administrator on 0207090 1000 or e-mail
[email protected]*and