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Since the outbreak of Coronavirus (COVID-19) in 2020, we’ve been constantly assessing the risks the virus poses to our mission, our members and the partners we work with. 

We’ve ensured the supply of energy to our members is maintained. We’ve given advice to Pay As You Go members, supported vulnerable members and stayed available to support our members by phone, email, and social media.

How we assess the risks of coronavirus

We consider the risks to our members and our fieldwork partners who visit our members’ homes. Our planning is guided by:

  • the government’s guidance

  • our own risk policies

  • detailed risk assessments from our fieldwork partners


Home visits

Download a PDF of Bulb's risk assessment for engineer visits

Smart meter installations

We're following government guidance, and in the areas where we are able to visit members’ homes, our engineering partners:

  • call before the appointment, to check no one in the property has developed symptoms since the home visit was booked

  • wear face masks and glasses, or full face visors, gloves which will be sanitized or changed between appointments, and comply with cleaning, hand washing and hygiene procedures

  • avoid touching surfaces in members’ homes as much as possible and bring cleaning products to wipe down any surfaces they do touch

  • keep a social distance of at least 1 to 2 metres throughout the appointment

  • bring their own food and drink

  • let us know if they develop coronavirus symptoms – this might mean we need to rearrange appointments at very short notice

For planned home visits we’ll ask for members’ help in the following ways:

  • let us know as soon as possible if anyone in their home is self-isolating

  • make sure the doors inside their home are open to help the engineers touch as little as possible

  • avoid the same rooms as the engineer where possible

Other visits to members' homes

There are different reasons our agents might need to visit a member at home, for example, to take quarterly meter readings, fix problems with meters or talk to people with energy debt who aren’t responding to our letters, phone calls or emails, or paying for the energy they’re using. If you’re struggling to pay for your energy, find out how we can help.

For all visits to your home, our agents will:

  • carry hand sanitiser at all times for use between each property visit

  • wear a disposable face mask

  • respect social distancing guidelines in line with government advice

If you'd prefer to opt out of unscheduled visits from our meter readers, let us know.


Our offices

On Wednesday 8 December 2021, in response to the government guidelines, we asked our employees to work from home to help keep our teams and those around us safe.

Our London and Brighton offices will remain open to those who are unable to work from home.

We've built lots of experience working remotely since the start of the pandemic. We'll continue to offer mental health and wellbeing support to our employees through virtual yoga and meditation classes, and resources such as Unmind, HelloSelf, Thrive, Sanctus and our Employee Assistance Programme (EAP).

Our wide ranging risk assessment reviewed how we navigate the physical spaces and we will continue to operate a covid-secure workplace, including the following measures:

  • social distance in the office

  • wear face masks when we're not seated

  • work to a seating plan that maximises social distancing

  • carry out enhanced cleaning procedures, including weekly disinfection of all the spaces used

  • increased ventilation by using air conditioning

  • provide staff with at-home testing kits


What next?

As with all our risk assessments, we’ll continue to monitor the situation and take action where needed. We will be led by government advice, professional expertise, our employees, and the views of our members. When our risk assessment changes, we'll update this page.

Bulb, 17 January 2022