How we’re safely moving to our ‘new normal’

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How we’re safely moving to our ‘new normal’

Now that lockdown restrictions are starting to ease for many, we wanted to let you know how we'll be continuing to keep you and our colleagues safe as we move towards our ‘new normal’.

Many of you have let us know that you're now comfortable with us visiting your homes again to install smart meters, energy efficient boilers and solar panels, and we’re starting to do that again safely following latest guidance from government and health officials at all times.

New safety steps

So you can feel reassured that you and our colleagues will be protected, we have introduced new safety procedures.

You can see the full information on our COVID-19 Secure Protocols here, but the main steps we're taking are:

  • Double checking: We'll call before arriving for our appointment to make sure it's still safe for us to visit and will rearrange if we need to.
  • Social distancing: Our engineers will follow social distancing guidelines and remain two meters apart from you and other members of your family. This could mean that you'll have to be in a different room while they carry out their work.
  • Keeping the vulnerable safe: If anyone in your home is aged 70+, has underlying health conditions, is pregnant or is self-isolating, we'll discuss this with you and only go ahead with the visit if and when it is safe to do so.
  • Hygiene: As well as wearing appropriate personal protective equipment (PPE) throughout the visit, our engineers will clean surfaces with sanitising solutions. The gloves they wear will also be sanitised between each job.
  • Waste removal: We'll take all of the waste away with us in line with our safe working methods.
  • Technology demonstrations and advice: We'll not be able to provide in-home demonstrations for your smart display for now, so will leave you a detailed ‘how to’ guide that includes links to online videos to help you get set up with your new smart meter. If you need any further assistance, then we can give tailored advice over the telephone.

The installation of smart meters, energy efficient boilers and solar panels are important steps in helping you to take control of your energy bills and helping the UK meet its net zero goals. So we're glad to return to this important work in a way that ensures the safety and security of us all. And remember, we also offer lots of simple energy saving tips to help you lower your energy use around the home here.