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Since March 2020, we’ve been constantly assessing the risks that coronavirus (COVID-19) poses to our mission. We’ve ensured the supply of energy to our members is maintained. We’ve given advice, supported vulnerable members and stayed available to support our members by phone, email, and social media. Our CEO, Hayden, has written about supporting our members during this outbreak, and about how we’re preparing for the future. He’s also written about what coronavirus can teach us about working together to beat the climate crisis.

How we assessed the risks of coronavirus

We considered the risks to our members and our engineering partners who cover meter repairs and installations. We also reviewed how our staff will stay safe when our East London offices are open again. Our planning was guided by:


Home visits

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

From 23 March and during April and May, our engineers only visited properties to make essential repairs. From June onwards, the following activities are restarting:

Smart meter installations

We restarted installing smart meters in June. To keep everyone safe, our engineering partners:

  • wear face masks and glasses, or full face visors, and disposable gloves and comply with cleaning, handwashing 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

  • 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

Our guiding priority will always be member and employee safety.

For planned home visits we will 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

Door-to-door sales

We started trialling door-to-door sales on 22 June 2020. Our sales agents are provided with appropriate personal protective equipment (PPE), will never enter your home and will keep at least 2 meters away at all times. Agents will move on quickly where a member is self-isolating or otherwise vulnerable to coronavirus. Read more about our sales principles.

Other visits to members homes

We restarted visits to members' homes in July. There are different reasons we might need to visit a member at home, for example, to take quarterly meter readings.

In July, we started by taking meter readings from outdoor meters. In mid-August we started visiting members to read indoor meters too.

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.

Adjustments by area

Where local lockdowns are declared, for example, Leicester during July, we will only conduct essential home visits until the government lifts extra restrictions.


Our office

As soon as the UK’s national lockdown was announced, the majority of the team moved to remote working. This transition to remote working has played to our strengths of automating, problem solving, and managing rapid change.

We concluded that the best way to manage the risks of returning to work is to maintain remote working as our default until at least the end of July 2020. We have partially reopened our office during August for members of the team who would prefer to work in the office and do not need to use public transport to get there. We are preparing our central London office for the new reality of social distancing but expect that many of the team will operate remotely through September.

Our wide-ranging risk assessment reviewed how we navigate the physical space, how we support our team’s mental health, and how we include feedback and ideas from the team. Changes we have made include:

  • the way we sign in to the building

  • how we navigate around the space, including one-way systems and reorganised desks

  • enhanced cleaning procedures and clear, visible guidance

  • how we use the air conditioning safely in the summer months


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 will update this page.

Bulb, 28 September 2020