Service Address changed on Companies House to home address – customer wants it removed

BACKGROUND Our Customer Retention Team contacts customers who are on the ‘Critical List’ or using our address without permission/renewing the service. If we do not hear from the customer, the team changes their address to their residential address. PROCESS Ask the customer if they would like to use our address for the Service Address. If not, explain they will need to update this manually via their portal or Companies House. If they want to use our address, guide them to purchase the service and update the address on Companies house. ONLY IF THEY ASK: advise that they can remove their home address on the filing history if it has only been used for the service address for a cost of £84.99+VAT. This service can be provided by the Cosec Team and takes around 2-3 weeks turnaround time in total.