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In these uncertain times, the safety of our customers and staff is our top priority.

We understand that our water is important to our customers, however, that said the safety of our people and the public comes first and that means some changes in the kind of work we can do and the way we do it.

We are doing everything we can to reduce the spread of infection and minimise day-to-day contact between people across all areas of our business – whilst prioritising the needs of our most vulnerable customers and our support for the essential services we serve like hospitals.

We are following the latest guidance from the Government and Health Officials and as a result, our service may continue to change in-line with their recommendations.

We are working extra hard to find new solutions to ensure your Water keeps flowing no matter what but please consider during these times we are busier than normal and so we thank you for your patience.


Please take a look at our FAQs to find out more.


Can I get a new Water System installed?

We’re sorry but as part of measures to reduce face-to-face contact, we have decided to pause new installations right now. We appreciate this may come as a disappointment however it’s important now we focus on taking care of our existing customers. You can still place an order through our website, and we will be in touch to arrange installation as soon as we can with priority given to those who ordered first. We ask all customers to consider with the current uncertainty we are unable to specify exactly when this will be.

I am an existing customer and have an issue with my Water System?

We ask all customers to first take a look at our troubleshooting guides here. Our Water Systems are designed to be easy to use and most customers can usually solve issues quickly and easily using these guides. If you are unable to fix the issue yourself then our team is on-hand to help and we can fix most issues over the phone or through our virtual repair service.

What if my issue cannot be fixed over the phone?

If we are unable to fix your issue over the phone, we are working on new ways to fix or replace your Water System which don’t involve direct contact, please contact us to find out more. Please note currently we are unable to support cosmetic repairs such as damage to outer panels. However as soon as full operations are possible these issues will be resolved as quickly as possible.

What if I have an emergency with my Water System?

If you have an emergency, please contact our team who will aim to help you fix the issue over the phone or through virtual service. If we deem the situation critical our engineers can still help. But please let us know if you think you could be at risk of Covid-19 or are self-isolating so we can take proper safety precautions to protect both you and our engineers. Call us on 0207 022 6472 and we’ll find a way to help.

How is Virgin Pure keeping customers safe during emergency engineer visits?

When you book an emergency engineer appointment, we’ll ask you if:
You or anyone in your home has been diagnosed with Covid-19
You or anyone in your home is self-isolating
Anyone in your home is at higher risk – i.e. over 70, diabetic etc
If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next. Our engineer will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.
When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll always protect you and your family members by keeping at least 2-meter distance and if possible, work in isolation with you in a separate room – we ask you to respect this at all times.

What are you doing to help vulnerable customers?

We are prioritising where we are essential to vulnerable customers. For example, those who may be unable to use alternatives such as a kettle due to a high risk of personal injury. If you need our support the first step is to discuss the situation with our team, and we’ll work out the best way we can help you.
We will also be prioritising the essential services we support such as hospitals whose staff and patients rely on us as a primary source of drinking water.

Who is classed as vulnerable?

Our priority is to help those who rely on us the most. We know some of our customers are unable to use traditional taps and kettles and require us as their main source of drinking water.

Will I still receive my replacement parts through the post?

We will continue to work with Royal Mail to send all regular replacement filters and UV lamps routinely to customers with a subscription and they are also available to order here.

Will an engineer attend my planned maintenance appointment?

We’re cancelling all non-urgent appointments – such as annual services – for the time being, so that we can focus on emergencies and helping our most vulnerable customers. If you have an upcoming appointment one of our team will confirm that it has been cancelled. During this time, we’ll send via Royal Mail all replacement Filters and UV Lamps and we’ve got these handy videos to show you how to change them. You will be able to rebook later – but we can’t say when for sure right now as the coronavirus situation changes daily.

I had an appointment which has been cancelled, can I re-book?

Now the coronavirus situation changes daily and so we are unable to offer re-bookings. When Government and Health Service guidance changes to allow us to operate fully we will be in touch to re-book appointments that have been cancelled.

What are you doing to protect staff?

As you’d expect, we’re taking the greatest precautions with our engineers and staff whose roles take them into customers’ homes and business premises. Whilst we are keeping face-to-face visits to an absolute minimum where there are emergencies especially those involving vulnerable people or to support essential services, we are taking the following precautions:
Hand washing and sanitisation before, during and after the appointment.
Wearing disposable gloves and masks.
Always maintain at least 2 meters minimum distance and if possible, work in isolation with others in a separate room.
Leave immediately if anyone in the premises displays possible symptoms or any further information becomes known which were not disclosed before the appointment.

All of our office-based employees have been issued with the equipment to work from home and our office has been closed.

Whilst this remains a very challenging time for everyone, we’d like to thank our incredible team who are at the heart of what we do and our incredible customers for their patience and understanding.

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