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 and installations

Update July 20, 2020

In recent weeks we have seen a gradual re-opening of services, shops and businesses around Ireland. We are rightly taking a cautious approach to re-opening our society. We have all sacrificed so much over the last four months to protect each other. 

Calor, as an essential service, continued to operate throughout the lockdown. We made deliveries to customers across the island throughout recent months. To do this, we relied on your patience and your co-operation with new systems and procedures. We invested in the training and equipment necessary to deliver gas safely.

We have put in place protocols which allow us to deliver gas while maintaining full social distancing measures. We will be maintaining these for the foreseeable future. 

Perhaps because people have spent more time at home there has been quite a lot of interest in home improvement and new heating systems. Enquiries from our website have been increasing in recent weeks.  Installers and plumbers around the country have been going back to work and beginning to carry out repairs and new installations.

Our priority in any job will be your safety and ours. Site visits will be carried out with social distancing followed. We are also working with installers to promote best practice in terms of working on site. Again, we ask for your patience, any new procedure is designed with your best interests in mind.

At Calor we will continue to do our best, to ensure that you don’t need to worry about your energy supply. We have prepared an updated list of answers to the questions we have been asked to date. They can be found beneath this message. 

In the meantime, thank you for your continued custom and support

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, SHVE, we have a secure supply chain, so you can continue to use and order gas as normal.

Should I order early for winter 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 continue to prioritise the most vulnerable in society first, especially those related to essential healthcare services, should the need arise.

If you are worried about ever running low of gas, consider having our auto-telemetry system installed. With this handy device in your gas tank, we monitor your gas supply and make sure to deliver in advance of you running out of gas. 

I am not a Calor customer, but I would like to become one

We are beginning the process of working with new customers who are looking to move to Calor LPG or BioLPG. We have implemented new protocols to ensure that the process is carried out, from start to finish, in a safe and secure manner.  For further information, please go to https://www.calorgas.ie/for-home   

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. 

Can I arrange a meeting with a Calor agent?

Where possible all meetings are happening over the phone or online. Where the meeting requires a site visit, these will be scheduled in a way which allows for social distancing and in compliance with Covid-19 safety measures. 

What do I do if I smell gas?

Please ring our 24hr emergency numbers, ROI 01 291 6229 or 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 / Business Customers

Will our gas or cylinder orders be delivered?

Yes. All orders were delivered in recent months and we will continue to do so. If there are slight delays, we apologise for the inconvenience.    

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 COVID 19 and I won’t be able to pay my 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 continues to closely monitor the advice being given by the Government including the NHS / HSE and Chief Medical Officer. We are in regular contact with our employees to ensure they are aware of the safety measures we have implemented. Among the measures:

  • Remote working is continuing for many of our staff
  • New protocols to reduce direct interaction with customers
  • Temporary cessation of non-essential face to face meetings
  • Temperature checking
  • Improved hygiene facilities; hand sanitizing stations provided and additional cleaning regimes in place

We will continue to review and improve our safety protocols in line with Government and Health Board guidance. 

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 when delivering gas will wear protective equipment including gloves and a face mask where social distancing is not possible. We have also removed the need to sign for deliveries.