1. DATE ISSUED
Believ is working in partnership with Local Authorities and other e-Mobility stakeholders to deliver on-street electric vehicle (EV) charging in residential areas of UK cities and towns to serve residents.
It is our mission to help accelerate the transition to greener transportation methods by creating a reliable, convenient EV charging network. We do this through working with our strategic delivery partners, which include Virgin Media O2, to design, plan, install and maintain our infrastructure within the public domain. Believ is supported and guided in this endeavour by our joint controlling shareholders, Liberty Global plc and Zouk Capital LLP.
This charter is sets out the core principles and objectives in accordance with which Believ endeavours to operate its business (however please have regard to Section 7 below).
3. Installation & platform
All Believ electric vehicle charge points (EVCPs) are connected to our best-in-class back-office management system (the Believ Platform) hosted by Driivz Ltd, the leading market software company, for access, reporting and diagnostics. A full list of site locations and EVCP IDs can be shared with the Local Authority when installed per batch. The following information can be included:
- Site location/ Address
- Date of installation
- Number of deployed EVCPs on the date of installation
- Colour & Model type of EVCP installed
- EVCP ID number s
- Charger speed available per EVCP
Believ installs all its EVCPs using suitably qualified and experienced engineers and in accordance with the IET Wiring Regulations (BS 7671:2018) and the IET Code of Practice for Installation of Electric Vehicle Charging Equipment (4th Edition) (as updated from time to time). All Believ sites comply with the New Roads and Street Works Act 1991 (where relevant), and all excavations/works are carried out in accordance with all relevant codes of practice and guidance notes, including:
- HSG47 Avoiding danger from underground services.
- NJUG (National Joint Utilities Group) Guidelines.
- HAUC (Highway Authorities & Utilities Committee) Code of Practice.
4. HARDWARE & mAINTENANCE
Believ benefits from being hardware agnostic which means that we are able to upgrade/refresh sites as and when required to make sure that they remain at the forefront of technical advancements in the market, and also to ensure that each site fits aesthetically within its surrounding area. Believ takes on all equipment warranties directly, which allows us to provide a timely response in the event of an issue to ensure that a high level of equipment up-time is maintained.
Our significant levels of self-funding allows Believ to work directly with Local Authorities (and other land owners) autonomously from central Government grants to ensure that an agreed network can be installed without the time and financial constraints. As our business model is not predicated on using Government grants, we are totally committed to ensuring the highest possible uptime of our network, as this is the only way we can make a return on investment.
4.1. planned maintenance
Believ aims to complete all planned maintenance in one day and with minimum disruption to the service. Planned maintenance is carried out during annual service visits, with the first visit taking place no sooner than 12 months from the date of installation.
Planned maintenance visits can be expected to include some (or all) the service items detailed below, as required:
- Inspection of the electrical circuits and cabling for the site
- Visual inspection of all sockets and EVCP
- Functionality testing of all sockets/ EVCP and their communication and data access
- Visual external inspection of the exterior of the EVCP ensuring all information is present and visible for users
- Cleaning exterior services of all EVCPs and EV components.
- Visual inspection for signage, bay marking, post barriers and bollards (if present)
Following each annual service visit a site inspection sheet will be completed and held on record by Believ. A site will pass the inspection if the site is in full working order with no outstanding faults. If the site fails the inspection, the engineer will issue a reactive maintenance ticket onsite and a re-visit will be booked following rectification of any outstanding issues.
4.2. reactive maintenance
Where reactive maintenance is required at a site, this will be escalated to the Believ team by the support line operators and assigned a priority level based on the nature of the issue. Reactive maintenance tickets are attended to on-site by a Believ appointed trained engineer who will endeavour to provide the relevant service (as dictated by the priority level) in accordance with the table below.
4.2.1. reactive PRIORITY LEVELS
|PRIORITY LEVEL||NATURE OF THE CALL OUT||TARGET TIMEFRAME|
|1||Urgent Site Attendance|
– Potential user danger/risk to life – site to be made safe
– Power to be isolated
|– Site attendance within 2 hours|
– Site to be made safe within 4 hours
|2||Customer – Cable stuck in EVCP|
– Customer to retrieve onsite or arrange delivery with 10 miles
|Site attendance within 4 hours|
|3||Attendance for Minor faults,|
– RCD resets
– Diagnostics of un-responsive or non-functioning EVCP
|Site attendance within 48 hours|
|4||Attendance for site minor repairs,|
– Bollard replacements
– Cabinet clean (if offensive)
– EVCP pedestal exchanges
|Site attendance within 5 working days|
|5||Attendance for site Major repairs,|
-Additional Civils work required within the EV site
-Full Civil and hardware Replacement
– Conditional on the impact of the work required
4.2.2. REACTIVE MAINTENANCE CALL OUTS
For Priority Level 1 tickets, Believ will do everything it can to make the site safe within 4 hours from the initial request being received by the support line by having an engineer attend the site as a priority and contacting the relevant DNO for support; at all times ensuring public safety is of the highest priority. All Priority Level 1 visits will require the attending engineer to record the (i) nature of the issue; (ii) details on how the site was made safe and (iii) the time taken onsite. A site can only be marked as ‘safe’ when any risk to public safety has been eliminated.
Believ requires additional time to attend to Priority Level 4 tickets as these tasks will necessitate additional civils works on a site. Following receipt of a Priority Level 4 ticket we will prepare a specification of the works required and provide an estimate of the time taken for the work to be completed. A notification confirming these details will be shared with all parties to provide visibility regarding the anticipated down time of the unit. A further notification will then be provided when the site is fully active.
Believ will monitor the reactive maintenance response times via our ticketing system to ensure tickets are accepted and attended within the above timeframes and to ensure any downtime of a site is kept to a minimum.
4.3. SPARE PARTS
Believ maintains spare parts for the EVCPs and Feeder Pillar with its maintenance partners. Believ engineers carry a stock of essential parts to effect Priority Level 1 and Priority Level 2 repairs. Spare parts that may be required for Priority Level 3 tickets are stored locally in the UK at Believ’s maintenance partner depots.
4.4. HARDWARE REFRESHING
A hardware refresh may be required if the state of the EVCP is deemed not useable or that it is out-dated technology. Believ as part of its annual maintenance programme will review when a refresh of any EVCP is required.
5. SUPPORT LINE
The Believ support line operates 24 hours a day, 7 days a week.
Believ dedicated customer support line: 0330 111 5335
The Believ support line number is notified to EV drivers via stickers mounted on all deployed EVCPs, displayed on the screen when prompted using the session and listed on the Believ App and website. The support line can assist with:
- Customer questions regarding use of the EVCP
- Customer support while using the site
- Local Authority reporting issues with EVCPs or sites.
Planned maintenance inspection reports and reactive maintenance reports are managed on the Believ Platform and maintained by Believ. All reports are available on request from Believ.
This charter sets out in general terms the key objectives and standards of service that Believ aims to deliver in respect of all of its EVCPs. Nothing in this charter is intended to be legally binding on Believ (or any other person) or to be enforceable against Believ by any person. The publication or provision of this charter by Believ is not intended to create, evidence or imply any legal relationship or contract between Believ and any other person as to the subject matter of this charter.