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Our Response to Covid-19

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The COVID-19 pandemic turned our world upside down. Life changed almost overnight for our people and for the communities we serve. But we worked hard to make sure everyone across our business could stay safe. And that our customers had access to all the support they needed to help them get through it.

Here’s what we are doing and have been doing since the beginning…

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    We are there for our people

    We took the decision to fully support all of our 6,500 people throughout the pandemic, and we made sure everyone was paid in full without needing to rely on the furlough scheme. We also got over 3,000 customer support agents up and running with home working, and that included helping our retail staff build the skills to join in while our stores were closed. And to top it off, we launched a £10m incentive programme to reward our people for keeping Britain connected.

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    We are there for our customers

    We quickly realised that our customers would need to be able to access online financial guidance, together with health and emotional advice and support more than ever. So, we lifted our data charges on websites that offered these services to make sure everyone could get the help they needed, whenever they needed it. And we also partnered with environmental charity Hubbub to provide smartphones to customers who were isolated and needed an essential lifeline.

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    We are there for the NHS

    It's important that everyone plays their part in the fight against COVID-19 and we’re no different. And thanks to our longstanding relationship with the NHS, we’re proud to have been able to help out in a big way to thank them for their incredible work. As part of our commitment, we made the O2 Arena available as a valuable additional NHS training facility, and it was in use from 12th April to 29th June 2020.

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    What we’re doing now

    Right now, our priority is making sure everyone is able to stay safe as the world returns to a new kind of normal. So, if you already work at O2, or you’re thinking about joining us, here’s what you need to know…

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    Stores Refit Investment

    We are backing the nation’s high streets, with a £4.4m cash injection to ensure our stores are ready for a ‘new generation’ of shopping. In addition, we also continued to invest in our people with a comprehensive customer service programme prior to reopening to help ensure a fantastic customer experience for all shoppers.

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    Hubbub Partnership – Community Calling

    We have expanded our partnership with charity Hubbub, aiming to gift 10,000 unused smartphones to vulnerable individuals in the most deprived areas of the UK. Community Calling is a lifeline for people who are struggling as a result of the pandemic, and will see smartphones donated in locations with high levels of inequality, poverty, exclusion and employment challenges.

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    Conscious Advertising Network

    We have worked closely with industry partners and the Government to share a range of content across social media to help educate people on the facts around 5G conspiracy theories.  Through partnering with CAN and its Fake News manifesto, we are adding an extra layer of support in combating 5G misinformation.

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    Get Help with Technology scheme

    In partnership with the Department for Education we are providing 40GB free data a month to support home schooling families struggling to connect during lockdown. This will enable disadvantaged pupils in years 3 to 11 to Get Help with Tech, and continue their learning from home while schools are closed.

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