Request to Continue Processing ECOES Password Resets on Behalf of MAU
Summary
To highlight the recent challenges we have experienced with the ECOES password reset process and to request that Mitie be allowed to continue processing password resets on behalf of the MAU.
Latest update and next planned activity
Date of latest update
Latest Update
02/06/2025 - this Issue has been rejected by the Code Manager
Impacts Overview
Impacted REC Services
Electricity Enquiry Service (EES)
Priority and rationale
Priority last updated on 29 May 2026
Solution development
No documents available.
There is currently no Change Plan.
Original submission
Change details
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25 Feb 2025
Change details
Request to Continue Processing ECOES Password Resets on Behalf of MAU
I am writing to highlight the recent challenges we have experienced with the ECOES password reset process and to request that Mitie be allowed to continue processing password resets on behalf of the MAU.
Historically, Mitie has managed the NDC accounts for our clients, including the ability to reset passwords as part of our contracted services. This process has been efficient and effective, allowing us to provide timely support to our clients. However, we have recently encountered difficulties due to a change in the process that now requires authorisation from the MAU before a password reset can be performed. This change significantly impacts our ability to provide efficient service to our clients. Mitie creates and manages NDC accounts for clients, and this process has always been accepted with our LOA for Mitie to act on the client's behalf. We always share updated passwords with our clients to keep them informed about the work and services we provide. This has allowed us to support our clients efficiently and in a timely manner.
Given our responsibility to manage our clients’ NDCs, which includes handling their profiles by creating the initial password setup, it seems reasonable to expect that we should also be able to reset their passwords on their behalf. In light of our past experience and the effectiveness of the previous process, please reconsider your stance and allow us to continue with it. This approach has proven effective and efficient for our clients and working relationships. Our primary objective is to maintain a strong working relationship with you while providing our clients with excellent service and support.
We are currently under the ECOES NDC account management and reporting service contract, which covers up to 31/08/2025. There was nothing in the recent renewal quotation to notify us of any changes to the password reset process. A clear authorisation process is outlined in our contracted service for us, Mitie, to maintain our client portfolios on their behalf.
Impacts
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Security of supply, Trust and confidence
This change significantly impacts our ability to provide efficient service to our clients. Mitie creates and manages NDC accounts for clients, and this process has always been accepted by our LOA so that Mitie can act on the client's behalf. We always share updated passwords with our clients to keep them informed about the work and services we provide. This has allowed us to support our clients efficiently and in a timely manner.
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EES Users
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Priority & timing
Yes
The inability to reset passwords promptly has a significant commercial impact on various parties, specifically:
- Clients' Operations: Our clients rely on us to manage their NDC accounts efficiently. Delays in password resets disrupt their operations, leading to decreased productivity.
- Service Level Agreements (SLAs): The change in the password reset process jeopardises our ability to meet the SLAs outlined in our contracts.
- Customer Satisfaction: Our clients expect seamless and timely support. The current process hinders our ability to meet these expectations, potentially leading to dissatisfaction.
- Compliance and Security: Regular password resets are crucial for maintaining the security and compliance of our clients' NDC accounts. Delays in this process increase the risk of security breaches and non-compliance with regulatory requirements.
Given the significant commercial impact on parties, we believe this issue meets the criteria for urgency and should be addressed promptly. We kindly request that Mitie Energy be allowed to continue processing password resets on behalf of the MAU to ensure the efficient and effective management of our clients' NDC accounts.
- Clients' Operations: Our clients rely on us to manage their NDC accounts efficiently. Delays in password resets disrupt their operations, leading to decreased productivity.
- Service Level Agreements (SLAs): The change in the password reset process jeopardises our ability to meet the SLAs outlined in our contracts.
- Customer Satisfaction: Our clients expect seamless and timely support. The current process hinders our ability to meet these expectations, potentially leading to dissatisfaction.
- Compliance and Security: Regular password resets are crucial for maintaining the security and compliance of our clients' NDC accounts. Delays in this process increase the risk of security breaches and non-compliance with regulatory requirements.
Given the significant commercial impact on parties, we believe this issue meets the criteria for urgency and should be addressed promptly. We kindly request that Mitie Energy be allowed to continue processing password resets on behalf of the MAU to ensure the efficient and effective management of our clients' NDC accounts.
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Security of supply, Trust and confidence
Activity
Status has been changed to Issue Rejected.