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:
our own risk policies
detailed risk assessments from our engineering partners
From 23 March and during April and May, our engineers only visited properties to make essential repairs. From June onwards, the following metering 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
Quarterly meter read visits
In July, we restarted our quarterly meter reading service. Our agents will only take readings from meters that are outdoors.
Our meter reading partners:
carry hand sanitiser at all times for use between each property visit
respect social distancing guidelines in line with government advice
carry a disposable face mask at all times, and wear it when asked to by the people they're visiting
We’ll start reading meters inside our members’ homes when we consider it's safe, in line with local and national guidelines. We will update this page when we do.
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.
Adjustments by area
We will only conduct essential home visits in the Leicester area until the government lifts extra restrictions.
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’ve 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. If the situation allows, we may open the office during July to members of the team who would prefer to work in the office and do not need to use public transport to get there. This approach gives us time to prepare our central London office for the new reality of social distancing.
Our wide-ranging risk assessment reviewed not just how we navigate the physical space but how we support our team’s mental health, and how we include feedback and ideas from across the team. Planned changes 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
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, 7 July 2020