Skip to content

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 assessed the risks of coronavirus

We considered the risks to our members and our fieldwork partners who visit our members’ homes. We prepared our London and Brighton offices for the new reality of social distancing, but expect the majority of our team will continue to work remotely through winter and spring. Our planning was guided by:


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

Door to door sales

We paused all door to door activity in October 2020. We'll follow government safety guidelines when we start door to door sales again. Our sales agents are provided with appropriate personal protective equipment (PPE), will never enter your home and will keep at least 2 metres 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

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

As soon as the UK’s first lockdown was announced in March 2020, 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 the best way to manage the risks of returning to work was to maintain remote working as our default. Our London and Brighton offices remain open only for those unable to work from home. Our wide-ranging risk assessment reviewed how we navigate the physical spaces, how we support our team’s mental health, and how we include feedback and ideas from the team. Changes we’ve made include:

  • the way we sign in to the building

  • clear signage to help the team navigate the space safely

  • a seating plan which maximises social distancing 

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

  • using the air conditioning safely in the summer months

  • more regular signposting to our mental health resources, including Vitality, Unmind, HelloSelf, Sanctus and Spill

  • launching mental health training programmes

  • redesigning our wellbeing programme to cover a wider range of activities that promote connection between team members (meditation, yoga, games, crafts, virtual socials)


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, 23 April 2021