Coronavirus pandemic - Pure Planet working for our Members

  • 16 March 2020
  • 51 replies
  • 5268 views

  • Community Manager
  • 6167 replies

Hi everyone

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.


UPDATE 24/03/2020

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.


Financial vulnerability

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 @StepChange for anyone who wants to ask them a question about managing payments. Check it out here.

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.


You may also like: Share your tips on staying positive when working from home


51 replies

Userlevel 7
Badge +4
Thanks @Marc, that's reassuring 👍👍👍
Userlevel 7
Badge +9
Thanks for the update Marc@PP - it is a appreciated!
Badge +1
Thank you Marc,

It really does reinforce PP as a true community. Does being hormonal class as vulnerable, or would that just be the people immediately surrounding us? 🤣

Nanny
NannyOgg;50220:
Thank you Marc,

It really does reinforce PP as a true community. Does being hormonal class as vulnerable, or would that just be the people immediately surrounding us? 🤣

Nanny

Do you mean teenagers @NannyOgg ?
Alas there's not much any of us can do to fix them 😂
Badge +1
I'm referring to middle aged hormones and sadly there is not a lot you can do with us either @Marc lol!
Userlevel 7
Badge +8
NannyOgg;50251:
I'm referring to middle aged hormones and sadly there is not a lot you can do with us either @Marc lol!


​​​​​​​😂😂😂😂😂😂😂😂😂😂
Hi all
Also wanted to flag up that we have a partnership with debt charity @StepChange who you may remember carried out a community Q&A in January for anyone struggling with money.
They're up for keeping that going in this time of uncertainty. You can find the thread here.
(I've also added it to the main post 👆)
Badge +1
We have just received an amazing email form the kids school with ideas and a suggested timetable for the duration of school lockdown. Brilliant links and suggestions and then I read the rest of the email and was utterly blown away. I wanted to share it for all families who may be about to go completely stir crazy int he next few weeks. Hope it helps peeps.

"We also appreciate that keeping children engaged in their learning whilst at home is not going to be easy. You might be inclined to create a minute by minute timetable for your children. You may have high hopes of hours of learning, including online activities, science experiments, and book reviews. You'll limit technology until everything is done! But here's the thing ...

Our children may be worried right now. Our children not only can hear everything that is going on around them, but they feel our constant tension and anxiety. they have never experienced anything like this before. Although the idea of being off school sounds exciting, they are probably picturing a fun time like the summer holiday, not the reality of being trapped at home and not seeing their friends.

Over the coming weeks, you may well see an increase in behaviour issues with your children. Whether it is anxiety, or anger, or protest that they can't do things normally - it will happen. You might see more meltdowns, tantrums, and challenging behaviour in the coming weeks. This is normal and expected under these circumstances.

What children need right now is to feel comforted and loved. To feel like it's all going to be ok. And that might mean that you tear up your perfect schedule and spend a bit more family time with you rchildren. Play outside and go on walks. Bake cakes and paint pictures. Play board games and watch movies. Do a science experiment together or find virtual field trips of the zoo. Start a book and read together as a family. Snuggle under warm blankets and do nothing.

Don't worry about them regressing in school. Every single child is in this boat and they all will be ok. When we are back in the classroom, we will continue to work with your child and carry on from where they are. Teachers are experts at this! Don't pick fights with your children because they don't want to do maths. Don't scream at your children for not following the timetable. Don't demand 2 hours of learning time if they are resisting it. If I can leave you with one thing, it's that at the end of all this, your child's mental health will be more important than their academic skills. And how they felt during this time will stay with them long after the memory of what they did during those weeks is liogn gone. So keep that in mind every single day"

Hurrah for common sense. Enjoy the rest of you week peeps and stay safe 💖
Userlevel 7
Badge +8
That really is sensible advice. Very moving 👏👏👏👏👏👏👏👍
Userlevel 6
Badge +2
Nice to have some common sense applied. I wish the media would so apply it. I get fed up with their constant repetition of the obvious, the desire to create stories, the BBC are bad at this, twisting what has been said into something different and the likes of Charlie Stayt on Breakfast TV who seems to have his own opinion he wants to put across, never realises when his question has been answered but asks it again and never realises when his question is stupid and cannot be answered. If our media did not wind it all up so much, and we had more sensible people like your school teacher advising, life would be infinitely better.

Hey, we would have a purer planet!
Userlevel 7
Badge +8
Couldn’t agree more Richard, truly couldn’t 👍👍👍👍👍
Badge +1
Yes absolutely Richard,

The government should have been able to deal with this one step at a time in a calm manner without the idiots in the press spouting their doom and gloom and having everyone convinced the 4 horsemen are about to ride out. Makes me very cross. The world is going to learn a lot about itself and I hope for the better.

Nanny
Hi,
A few weeks ago we got informed that our payments were gonna go up.
On the 9th March we left the country on what it was supposed to be a week holiday. Whilst we were away, the country where we are decided to close the borders and we are now stranded here for I don’t know how long.
They say for now it’s until the end of the month but it’s very likely that it will be longer than that.
We left everything switched off at home so there’s no energy consumption in the property for several weeks.
In the meantime I have been also informed that the restaurant where I work had to shut it’s doors so I’m now jobless.
My wife is on maternity pay so we will be struggling in the next few months to pay our bills.
Is there any chance you could drop our monthly payments to, at least the £53.70 that we were paying previously in the warmer months, and also suspend the £9.39 temporary payment plan to clear our balance.
Looking forward to your response.
​​​​​​​
Rui
Userlevel 7
Badge +9
Hi Rui

When you post here you are not talking directly to Pure Planet but to your fellow customers. But in view of your really difficult situation I'm sure Pure Planet will want to do what they can to help.

I'll make sure a team member responds to you with a direct message tomorrow.

Really sorry to hear about your circumstances, hope you can get through this. I know the regulars on here will all wish you well.

​​​​​​​Stephen
Userlevel 7
Badge +8
Awful situation Rui, I am a fellow customer and it looks like Stephenrand has alerted Pure Planet to your post. I have full confidence that PP will respond soon, just keep in mind that PP staff are working remotely due to the current Covid 19 crisis which might affect response times.

I hope your situation improves soon,
Regards
Userlevel 7
Badge +10
ahhh...being hormonal...I remember that with fondness...(or something similar...)
​​​​​​​
NannyOgg;50220:
Thank you Marc,

It really does reinforce PP as a true community. Does being hormonal class as vulnerable, or would that just be the people immediately surrounding us? 🤣

Nanny
Rukasilverio;50404:
Hi,
A few weeks ago we got informed that our payments were gonna go up.
On the 9th March we left the country on what it was supposed to be a week holiday. Whilst we were away, the country where we are decided to close the borders and we are now stranded here for I don’t know how long.
They say for now it’s until the end of the month but it’s very likely that it will be longer than that.
We left everything switched off at home so there’s no energy consumption in the property for several weeks.
In the meantime I have been also informed that the restaurant where I work had to shut it’s doors so I’m now jobless.
My wife is on maternity pay so we will be struggling in the next few months to pay our bills.
Is there any chance you could drop our monthly payments to, at least the £53.70 that we were paying previously in the warmer months, and also suspend the £9.39 temporary payment plan to clear our balance.
Looking forward to your response.
​​​​​​​
Rui


Hi @Rukasilverio
That sounds truly terrible, I hope you're bearing up OK.
I've merged your post into this existing thread about COVID-19/Coronavirus.
​​​​​​​We are of course able to help.
What I'll do is flag this up with our Member services team. They'll contact you. What's the best method to contact you, given that you're abroad?
Marc;50421:
Hi @Rukasilverio
That sounds truly terrible, I hope you're bearing up OK.
I've merged your post into this existing thread about COVID-19/Coronavirus.
​​​​​​​We are of course able to help.
What I'll do is flag this up with our Member services team. They'll contact you. What's the best method to contact you, given that you're abroad?


Quick update @Rukasilverio
Steve from our team is going to give you a call ASAP.
Don't worry, it'll get sorted.
Hi Marc,
thank you very much for your help.
Andrew emailed me and he was very helpful sorting out our situation.
hope this will be over soon.
kind regards
Rui
Rukasilverio;50430:
Hi Marc,
thank you very much for your help.
Andrew emailed me and he was very helpful sorting out our situation.
hope this will be over soon.
kind regards
Rui


Fantastic. Good to hear it's sorted.
And thank you too for taking the time to jump back into the community to let us know!

Yes, hoping that this whole situation gets fixed. So much disruption, but I'm seeing plenty of good things being done by people amid the gloom and doom. Stay positive! Good luck with your return home.
Userlevel 7
Badge +8
Rukasilverio;50430:
Hi Marc,
thank you very much for your help.
Andrew emailed me and he was very helpful sorting out our situation.
hope this will be over soon.
kind regards
Rui


Really positive news Rui and fast action from Pure Planet team. So, we hope you return home quickly and safely, perhaps post here with any good news.

​​​​​​​Regards ✔️✔️
Badge +1
Wishing you well @Rukasilverio.
I’m self employed and need help with my payments to be reduced in this difficult time
Vanit fermah;50517:
I’m self employed and need help with my payments to be reduced in this difficult time


Good Morning Vanit fermah.

Although I, and I'm sure a number of your fellow Pure Planet customers, are sympathetic to your situation at this difficult time, we are not Pure Planet staff.

There is a Pure Planet Coronavirus advice thread here.

If you wish to ask Pure Planet for their assistance, you will need to use WattBot and type in 'Message the Team' you should then receive a response normally within two working days, allowing you to discuss the situation with Pure Planet's customer support.

You may also find the thread here from Stepchange, a debt management charity supported by Pure Planet helpful.

I hope the situation improves soon for you.

Kindest Regards
​​​​​​​Gwyndy
Hi just a query how do we go about our gas & electric if we have no work due to the pandemic

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