Coronavirus (COVID-19) Guidance

Update 05.01.21

Our field operations continue in line with government guidance regarding working in peoples homes. We continue to prioritise low risk installations and service calls and Key Worker installations. As our office team remain working from home, we appreciate your continued patience as we move forwards.

Installations

Our field operations will continue where safe to do so, with our Installers following guidance around working in peoples homes.

• All our Installers carry PPE and hand sanitizer
• All our Installers will carry out a pre-work risk assessment to determine whether it is safe to being work
• We continue to prioritize service calls, key worker installations and low risk installations
• We contact all customers in advance of the appointment to determine who may have symptoms or have a positive COVID result to delay their appointment
• Any customer who wishes to delay their installation can be rescheduled

How we are updating our approach to new installations

Our advisors are there to guide our customers through the application and installation of a chargepoint at their property. Some homes will need a survey before we install, this can now be carried out over a video.

Where possible, we have simplified the process and removed the need for customers to sign using our Onboarding app.

When it comes to arranging an installation, we will not make any compromises on safety for both our customers and our Installers.

About our risk assessment process

Our advisors and our Installers will be carrying out a dynamic risk assessment using the latest government and our guidelines to ensure a safe installation.. 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.

Customer Service

All our team will have access to our systems while working remotely. We acknowledge that our response times may be slower than usual as a result of working from home.

Preparation for Installation

We anticipate that some customers who have planned works to be completed in advance of our Installations may be delayed. Please contact us directly to discuss by emailing us at homecharge@chargedev.co.uk or calling on 03300 431 851.

Update 20.10.20

Due to the COVID-19 outbreak, we’re conducting remote surveys and risk assessments and only going ahead with installations that have a lower risk of COVID-19 transmission, where the majority of work can be completed externally. You can still engage with us to prepare for your installation, but if your install is classified as higher risk, we’ll have to pause it until we can attend.

We continue to prioritise installs relating to key workers and BEV only households. If you fall into one of these groups - please let us know when you speak with us.

Customer Service:

ChargedEV is, in common with the rest of the country, experiencing members of staff who need to self isolate or have fallen ill. It has business continuity plans in place across all departments and these include ensuring there is sufficient resource to deliver the critical services needed to service our customers. As part of our business continuity work, we have customer service agents working from home, connecting to our systems remotely. However, our call wait times and email response times are likely to be impacted during this difficult period and we thank you in advance for your patience and understanding.

Also, in order to minimise risk, where possible we’re reducing the distance our Installers will travel ‘out-of area’, we really appreciate our customers’ patience while we navigate this difficult period.

Your Appointment:

Our Installers are working safely in our customers homes in line with current government guidance.

In advance of the appointment we are contacting our customers to query if anyone in your household is in a moderate or high risk category, or self-isolating. If this is the case, your appointment will need to be rescheduled.

When the Installer arrives, they’ll check this again with you in person. Our Installers will follow strict safety measures in line with government guidelines, including wearing PPE.

Our Installers will also be observing social distancing, which includes asking you to stay safe in another room while they work. Wherever possible, please give the Installer space to work safely. Our Installers may take more frequent breaks to get fresh air. They may also ask you to open windows and doors close to the work location(s) for the duration of their visit. To minimise the time our Installers spend in your home, they may work in a slightly different way to usual.

Our Installers will stop working immediately if anyone shows any symptoms of coronavirus, during their visit.

Should you have any further concerns that are not documented above, please feel free to call us on 0333 431 851 to discuss.