Just to let you know we've just published a new blog post about how we're working to make sure we continue to support Pure Planet Members during the Coronavirus outbreak.
You can read the full blog post here, but I wanted to post a summary in the community.
Because Pure Planet is built around the latest technology and systems, all of our team can work from home and our normal working hours are not impacted.
We've done this before. Remember the 'Beast from the East' two years ago? That was a good test of our system’s resilience, as well as when we moved office in early 2019. All of our team worked from home for four days and we had no issues.
What about smart meter appointments?
We’re monitoring government guidance. For now, meters are being serviced and fitted as normal for most people, though we are increasing our check for vulnerabilities when making a meter appointment.
We may defer appointments for people who are in the most vulnerable pensionable age bracket.
Our engineers, who will identify themselves as from “Magnum on behalf of Pure Planet,” won’t ask to shake your hand, will be mindful of keeping social-distance, and won’t ask you to sign anything.
We’ll update you if this needs to change.
In light of social distancing measures, Magnum Utilities are cancelling all non-urgent metering appointments. You can read more about this in our post here.
What about emergencies?
Emergency repairs are being treated in the normal way and are unhindered.
What if you have an emergency, such as a gas leak?
Normal practice applies. If you smell gas or suspect a leak, call the National Gas Emergency Line immediately on 0800 111 999.
If you have no gas supply, and believe your meter to be safe, tap ‘Contact Us’ in the Emergency section of your app or online account.
In a power cut — if your home has no electricity supply — call 105. Do check with neighbours to see if they have power first though. If they do, it may mean one of your fuses has tripped.
This FAQ has more info about what to do in an emergency.
Support for vulnerable customers
If you or a member of your family at home have some form of vulnerability, please let us know. You can do this by joining the Priority Service Register. Tap ‘Account’ in your app or online menu and then ‘Priority Service Register.’
More info about PSR from our FAQs section here.
This is an industry-wide initiative and is not unique to Pure Planet. In the event of a power cut, say, someone who uses specialist medical equipment at home and who has registered will get priority service.
If you need support, and get into money difficulties during this time, let us know. We will do what we can to help. Log onto your account, tap ‘Get help and support’, and ask WattBot for “help with payments” and you’ll be guided from there.
We have partnerships with two financial charities StepChange and Money Advice Trust. Both will be able to advise you independently on the best financial way forward for you.
We're running a community Q&A with
And we've also got this FAQ on what to do if you're struggling to make payments.
Citizens Advice is also available to everyone and offers free guidance on financial issues.
Update: We've just posted latest info about Covid-19 to mark three months of lockdown and working from home.
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