Believe it or not, it’s three months now since Pure Planet went into ‘lockdown’ due to Covid-19, and we thought it would be useful to update Members here in the community about how we’re continuing to support you.
As you already know, we’re a digital-first company, so it wasn’t a problem for 100% of our team to move completely online, with everyone working from home. We went into lockdown mode about a week before it was officially announced by the Government.
Our team’s safety and welfare was the first priority, and we also wanted our Members to be reassured too. Vulnerable Members were contacted, and those facing financial difficulties were offered impartial advice thanks to our existing partnership with debt charity StepChange.
Being only three years old, Pure Planet is already run on powerful, cloud-based IT systems and every member of the team can access them from anywhere. Here’s a snapshot of a recent team meeting!
Now, three months in, as some people start to see life return to pre-lockdown, the good news is that some of the services we had to put on hold are, slowly, coming back.
As from yesterday - 15th June - our meter reading partners, TMA, returned to work. Like everyone else, they’ll be following social distancing rules. TMA staff will be wearing personal protective equipment too.
Our smart meter partners, Magnum Utilities, are also preparing a return to installing 2nd generation (SMETS2) smart meters for Members. They’ve already started contacting Members who’d made non-emergency appointments pre-lockdown, such as meter moves.
We, like other energy companies in the UK, are currently awaiting guidance from the Government for a co-ordinated return to smart meter installations. The different approaches to lockdown between England, Scotland and Wales means this hasn’t yet been resolved, but we expect it to be by the end of June.
Once we’ve got the green light we’ll post more information here in the community about how we’ll be carrying out SMETS2 installations with social distancing restrictions, and other health and safety rules we’ll need to follow, so we all stay safe.
We do know that there’s been some frustrating delays for Members who’ve switched away and have been waiting for their final bill. We’re reliant on getting info from other suppliers for this, and not everyone’s been as fortunate as Pure Planet in terms of working from home. We’re working with these suppliers so that we can get final bills out faster.
Not only have we kept everything running as normal, we even managed to launch our first ever fixed tariff during lockdown!
It’s been quite a challenge but this community has been wonderfully supportive, not just to us but to each other.
This recent community post, called simply ‘Thank You’ was written by a new Pure Planet Member and NHS nurse. It really does help us to keep going through these stressful times.
Thanks for checking out this Covid-19 update. Let’s hope we don’t have to write another one in three months from now!
If you're a Pure Planet Member and you'd like to get regular news updates from us sign up to our email newsletter here.