What’s Going On

We are seeing an increasing number of cases where:

• The LLF on the customer’s bill does not match the LLF used for pricing
• Example: Bill shows H01, but correct current LLF is H03

👉 This results in a different rate.

This is not a system error. It’s expected behaviour.

⚠️ Why This Is Happening More Often

DNOs now update Line Loss Factors (LLFs) annually.

So:

• Bills can contain outdated LLFs
• Suppliers price using current LLFs
• The two will not always match

This is being driven by wider industry changes under Ofgem’s Market-Wide Half-Hourly Settlement (MHHS) programme.

• Data is being tightened across the board
• Legacy assumptions (like static LLFs) no longer hold
• Accuracy is prioritised over convenience

Rollout runs 2026 → 2028, so expect this to increase, not disappear

❌ The Mistake

“I used the bill, so the price must be correct”

No.

A bill is a historical document.
It reflects what was billed at the time; not necessarily what should be used today.

Using bill data alone = outdated LLF = incorrect pricing.

✅ What You Should Do (Every Time)

1. Use Broker Tools → Topline Lookup
2. Pull the current live LLF
3. Price using that data

👉 This is the only reliable method.

💸 Reality Check

If you are:

• Avoiding lookup credits
• But proceeding to send contracts anyway

You are creating your own problem.

Spending £2.40 on a DocuSign envelope with the wrong LLF is not “saving money” — it’s wasting time.

🧠 Simple Rule

Bill = reference
Broker Tools = truth

⚠️ Common Outcomes When Ignored

• Rates don’t match supplier validation
• Contracts come back incorrect
• Deals stall or collapse
• Commission gets delayed or lost
• Tickets get closed with this KB

🚫 What We Will Not Do

• Manually verify LLFs from bills
• Reprice deals based on outdated data
• Enter into back-and-forth on avoidable errors

If the correct process isn’t followed, the outcome is on you.

💬 Q & A (Because This Will Still Get Asked)

Q: I don’t believe this. I’ve attached a bill showing the LLF I think is correct.
A: The bill is historical. Pricing uses current data.
If you choose to ignore Broker Tools and rely on old data, the outcome is on you.

Q: Can you just ram it through? You used to.
A: No.
Suppliers validate against current data. Forcing incorrect LLFs results in rejection or incorrect contracts.
We don’t bypass validation.

Q: I’ll keep replying until someone fixes it.
A: Repeating the same message does not change the answer.
If the correct process isn’t followed, the ticket will be closed.

Q: I don’t want to spend credits on lookups.
A: Then don’t proceed with the deal.
Guessing inputs and sending contracts anyway is not a valid workflow.

Q: The rate doesn’t match what I expected. Can you check it?
A: Yes; by using Broker Tools.
If you haven’t done that step, start there.

Q: Can I just use the bill this one time?
A: You can do whatever you like.
Just don’t expect the outcome to be correct.

🔚 Final Word

LLFs are no longer static.

If you are not using live data, you are guessing.

And we do not support guesswork.