We wanted to give you an update about our metering partner, Magnum Utilities, and our response to the ongoing Coronavirus outbreak.
We’re working hard to make sure your home stays safe, lit and warm. In light of COVID-19 and social distancing measures, Magnum are cancelling all non-urgent meter appointments - this includes Smart meter installations, Smart meter commissioning visits, and non-urgent faulty meter replacements. This to protect both you and our engineers.
Emergency meter appointments for those who have lost supply will carry on as normal. There’s more info about what to do in an emergency in our FAQs here
Once there’s more certainty about visiting you, we’ll be in touch to re-book your cancelled appointment.
If you have any questions about your meter appointment cancellation you can call Magnum Utilities
on 01164 783571, between 9am and 5pm Monday - Friday.
We’re also working with Magnum to ensure all affected Members are contacted via email over the next couple of days, to confirm your appointment’s been postponed.
If your appointment was scheduled for today (24 March), Magnum will be contacting you by phone.
You may additionally receive an automated email with subject line “We’ve had to cancel your Smart installation” - don’t worry, this is due to the postponing of all appointments and we will be in touch to rearrange the appointment in future. There’s nothing you need to do.
We’re sorry for any inconvenience caused, and hope you’re well and safe during these extraordinary and challenging times.
You may also like: How Pure Planet are supporting Members during Coronavirus outbreak
Update 10 June:
Magnum Utilities are now working through requests for meter maintenance made just before and during lockdown.
If you'd like to request some new works to be done, you can get in touch with our Member Services team as normal (tap 'get help and support' > 'ask a question') to request this work.
Please note there may be a longer wait than usual for Magnum to get in touch and arrange the time and date of the appointment, while they work through the backlog of all requests made during lockdown. They'll be in touch as soon as possible