Our Coronavirus plans
19th March 2020
In these unprecedented times, we’re doing what we can to protect you (our customers) and our colleagues while maintaining an ongoing level of service and support. If staffing levels are greatly reduced, we may take longer to respond, but we have rigorous contingency plans in place to try and reduce the impact. We’ve outlined the key details of our plan below.
What plans do we have in place to deal with the impacts of Coronavirus on the company and our employees?
- For some time, we’ve been planning how we’ll operate our business while minimising disruption across Customer Service, Pricing and other Operations. Our Business Resilience Teams are supporting us in maintaining and managing our functions while also protecting colleagues’ health as much as possible.
- Following government guidance and to protect our employees our customer service is now home-based. The best way to get in touch is via email firstname.lastname@example.org and we will answer your query as soon as we can.
- We have decided to postpone smart meter installation appointments due in the next 12 weeks. Meter engineers will only focus on emergency situations, so access to energy is available where it’s essential.
- All non-essential metering work is deferred. Examples of non-essential jobs are: new connections, re-connections, non-emergency meter exchanges and meter readings.
What does Coronavirus mean for security of our electricity supply?
- As part of Drax, our generation assets are part of the Critical National Infrastructure and we’re an Operator of Essential Services. As such, we’re working closely with BEIS, Ofgem and our stakeholders and have put contingency plans in place. We feel confident that we can maintain the security of our electricity supply.
The impact of Coronavirus on UK industry, and specifically the energy sector, will enter different stages at different times and so our plans will adjust accordingly.
We’ll continue to follow government advice, and keep you updated on any changes that take place as the situation develops.
We recognise some businesses may struggle during this period of uncertainty, so if you’re having difficulty paying your bill, talk to us about what help is available from the Government. They’re providing support, including loans and grants. Visit the Government website or Business Debtline to find out more.