Following guidance from the NHS, Public Health England and the World Health Organisation and in the interest of the health and well-being of our employees and customers, the majority of our office-based colleagues have now temporarily switched to a remote working model to maintain our essential services whilst protecting our colleagues and clients.

Protecting our network and supply

The move to remote working has been successful and we are satisfied that we can operate all systems and processes remotely and continue to provide all of our customers with a seamless service. Our teams are fully available by phone and online to support you, so your interactions with them should remain unchanged.

We are still very much operating business as usual at this time and are continually monitoring the situation and taking steps to make sure we can continue to provide our customers with the excellent service they deserve.

As more people may be working from home or using their internet to keep entertained if in self-isolation, it’s important to know our network can withstand any increased usage. As usage rises, our existing capacity will be able to take it – but we will obviously be monitoring and making adjustments if we need to.

To ensure we provide a sustainable quality broadband service to our customers, we have invested heavily in our core network capacity in the last 12 months and are confident in our ability to cope with any increase in network traffic.

For customers using our shared billing service, energy supply will continue as normal with no risk of supply being cut. Our contact centre staff are available through the normal channels: phone, email and live chat with a small change to office working hours to aide our remote support workers. Meter reading agents will also work remotely to minimise human contact and meter readings can be submitted via WhatsApp and email.

We continuously monitor and efficiently manage the Glide Network as a whole and our team remain committed to making sure we maintain network availability during these unprecedented times.

Protecting Our People and Customers

While the majority of our office-based colleagues are now working remotely from home, for the core support team still based in our offices, we have put in place additional safety and hygiene measures like social distancing.

Our data protection policies are rigorous and we will continue to apply all the safeguards we need to protect your data, both physically and digitally – as outlined on our website https://glidegroup.co.uk/

We have also set up a dedicated hotline for anyone across the business who contracts the coronavirus so they can get the support they need.

We have been very proactive from an early stage, increasing staff awareness through campaigns, providing antibacterial soaps and gels and increasing the cleaning of our offices.

All employee events and non-critical business travel has been cancelled or postponed.

We have made the decision to stop engineer attendance to non-critical faults. We are now taking additional control measures such as risk assessments per site visit and calling ahead to ascertain if there is anyone in the premises that may be of risk to our engineers. Where it is safe and secure to do so our engineers will continue to fulfil their field-based responsibilities, taking additional hygiene and distancing precautions.

We are changing all face-to-face customer and vendor meetings to online formats.

Communication is the key, which is why we are in regular contact with all our clients and partners to make sure we’re aware of their actions and plans in the event of a confirmed case.

Keeping Our Customers Connected

In the event of a service outage, we are continuing to maintain our service levels and restore service as quickly as possible. Our engineers have industry key worker credentials as announced by the UK Government on 20th March 2020 with schools open to support field and office-based engineers and support teams to make sure our customers stay connected. We will notify our customers should the situation change.

Our support channels are still operating as normal to help with any queries or issues. We are passionate about our people and delivering the best possible service to our customers. We are here to help - if there is anything at all we can do to lighten the burden of the upcoming months for you, please get in touch.

If you have any further queries or need support please contact Glide through one of the following channels.

1. If you live in a shared house or flat call 0333 666 5555 or email glide@glide.co.uk.

2. If you live in halls of residence or a residential block call 0333 123 0115 or email residentialsupport@glide.co.uk

3. For business support call 02476 998 998 or email businesssupport@glide.co.uk

Alternatively, contact us via the Glide Group website or any of our social media channels all available at https://glidegroup.co.uk/contact