COVID-19 UPDATE: FOR THE LATEST DETAILS REGARDING CALOR SERVICES IN RELATION TO COVID-19, CLICK HERE.

Covid-19: Update in relation to gas deliveries

I hope that you and the people close to you are coping well and staying safe in this difficult time.  We are in a time of unknowns and uncertainties.  I want to reassure you that our team at Calor is working to ensure that our customers will continue to have access to the energy they need to stay warm and to keep safe.

Calor is part of the SHV group, one of the largest energy groups in Europe.  Our supply chain is strong and we regularly practice for interruptions.  Our systems are designed to adapt and we are confident that our storage facilities across the island of Ireland will remain full in the months ahead.

We are taking the step of temporarily stopping new installations or upgrades.  Again, this is just a sensible step to ensure that we do our bit to stop the virus from spreading.

So, while things are a little different, you can still be sure of Calor.

We have prepared a list of answers to the questions we have been asked to date.  They can be found beneath this message. 

Stay safe and warm and look after yourselves.

Duncan Osborne

CEO, Calor Ireland

 

_______________________________________________________________________

 

FAQ (Frequently Asked Questions)

 

Domestic Customers

Am I able to order gas?

Yes.  Calor has a secure supply of gas.  As part of one of Europe’s largest energy groups, SHV, we have a secure supply chain, so you can continue to use and order gas as normal.

Should I order early or bulk order?

No, there is no need to.  While we are happy to supply more gas, you should think of your household budget and cashflow first.  Our supply of gas is secure and will be here when you need it. 

There are no disruptions to individual customer deliveries or delivery times at present.  Should an issue arise on one of our major sites with COVID 19, we have the resources, capacity and capability to cover demand from our other locations to secure both cylinders and bulk deliveries for our customers across the island.  Where this could lead to delays in delivery times, we will prioritise the most vulnerable in society first, especially those related to essential healthcare services, should the need arise.

I am not a Calor customer but would like to install a Calor boiler

We have temporarily ceased all non-essential work.  Calor is following best practice and the advice of the Government including the NHS/HSE and Chief Medical Officer to avoid non-essential activity which would risk spreading the COVID 19 virus.

We are happy to discuss the process of installation with you and work towards an installation when restrictions are lifted.

My boiler is broken, can you fix it?

You should contact your registered gas installer.  If you cannot find an installer or if your regular installer is not operating, you can check the following lists.

Regardless of the circumstances you should only ever use a registered gas installer. 

I have a meeting with a Calor agent, will this go ahead?

We will be in touch with you to discuss this.  Where possible all meetings are happening over the phone.  Where the meeting requires a site visit, these will be scheduled when it is sensible to do so. Calor is following best practice and the advice of the Government including the NHS /HSE and Chief Medical Officer to avoid non-essential activity which would risk spreading the COVID 19 virus.

What do I do if I smell gas?

Please ring our 24hr emergency numbers, ROI 01 291 6229, NI 0845 075 5588.

I have lost my job and can’t make a payment.

We understand that this is a difficult time.  Please engage with us at the earliest possible opportunity.  Contact us on ROI 01 450 5000 or NI 028 9045 5588.  The sooner you call us the easier it will be to resolve the issue.

 

Retailers / Industrial Customers

Will our gas or cylinders orders be delivered?

Yes.  All orders received are currently being processed for delivery, we will be making deliveries over the weekend and plan to continue making deliveries as per normal next week and going forward.   

Can Calor guarantee that there will no disruption to service?

As market leader Calor has a wide geographic spread of facilities in both the Republic of Ireland and Northern Ireland supplying our customers throughout the year, supported by our local dedicated operations and customer service teams. 

Should an issue arise on one of our major sites with COVID 19, we have the resources, capacity and capability to cover demand from our other locations to secure both cylinders and bulk deliveries for our customers across the island.  Where this could lead to delays in delivery times, we reserve the right to prioritise the most vulnerable in society first, especially those related to essential healthcare services, should the need arise.

I’m worried that my business might be impacted by Coronavirus and I won’t be able to pay by bills /make payment – will Calor be able to support me?

We understand that this is a difficult time.  Please engage with us at the earliest possible opportunity.  Contact us on ROI 01 450 5000 or NI 028 9045 5588.  The sooner you call us the easier it will be to resolve the issue.

 

Safety Measures

How are Calor keeping their employees safe?

Calor management are closely monitoring the advice being given by the Government including the NHS / HSE and Chief Medical Officer. We are in regular contact with our employees regarding the official and company safety measures. Among the measures we are currently taking

  • Remote working for all non-essential staff
  • New protocols to reduce direct interaction with customers
  • Temporary cessation of face to face meetings
  • Temporary suspension of non-essential indoor works

We are constantly reviewing Government and Health Authority guidance and adjusting our protocols accordingly. 

Do the drivers pose a risk if they deliver to my property?

As our bulk and cylinder installations are external to buildings, and often remote, it is possible for our drivers to deliver gas and cylinders and still maintain social distancing.  In addition to this our delivery drivers wear protective equipment including gloves when delivering gas.  We have also removed the need to sign for deliveries.