During the on-going outbreak of coronavirus (COVID-19), the safety and welfare of our customers and our employees is our priority. We are following government advice so we can continue to serve our customers while keeping everyone protected.We will update this page with further information in line with government guidance or if the situation develops. Please check back regularly for updates.We are reviewing our current activity to ensure that only essential work is being carried out and that the only teams working outside of their homes are those carrying out essential work.
For sites due to have a commercial or public charge point survey or installation, these will be postponed until a later date and we will provide updates to affected customers in the coming days. Over the next three weeks, we will only be undertaking essential charge point installations, where they will be providing important infrastructure for those still undertaking essential journeys.
While our public charging network continues to operate for those who absolutely need to undertake essential journeys, with our 24/7 customer care team and field service engineers remaining active, we expect it to be used only for travel that is necessary. This will help to ensure that both the roads and our public charging network are as accessible as possible for the people that will need them the most.
We are ready to install Homecharge units
To align with the Government’s guidance during the COVID-19 pandemic, we paused the installation of our home chargers. We are now pleased to say that from the 18th of May, our electricians have restarted the installation of home charging units!
The team have been working hard to improve how we work and the experience that we can offer to our customers. Our customer care team have continued to be available 24/7, whilst our amazing electricians and engineers have been servicing our public network chargers, to make sure they are in great working condition for key workers and ready for when we are able to travel more. We are very proud of the team, who will be auditing over 7,000 chargers all across the country.
Based on the latest government advice we will be able to change our approach to keep both our colleagues and you, our customers, safe.
How we are updating our approach to installations
Our advisors are there to guide our customers through the application and installation of a home charger at their property. Some homes will need a survey before we install, and this can now be carried out over a video call where customers will speak directly to one of our highly trained electricians. Where possible, we have simplified processes and removed the handling of paper forms to make the home charger installations easier and quicker. When it comes to arranging an installation, we will not make any compromises on safety for both our customers and our team of electricians.
About our risk assessment process
Our advisors and electricians will be carrying out a dynamic risk assessment using the latest government and bp guidelines to ensure a safe installation of the unit. This process and introduction of additional safety measures, such as social distancing and PPE aims to limit the contact between our team and customers, whilst allowing us to complete installations safely and securely.
We appreciate your patience
We apologise for any inconvenience caused to those who we had to wait a little longer for their home charger to be installed. In what is a challenging time, we appreciate your understanding as we do our best to balance the needs of our team, our business partners and for our customers.