As we are still on lockdown due to the Coronavirus, we are monitoring the current situation as the safety and wellbeing of our customers and staff remains of utmost importance to us.

Our team is continuing to follow the Government's guidelines, as well as official public health organisation announcements for any updates, and we are remaining open for business.

Our employees are regularly kept up to date on the current requirements and are following strict health and safety measures when being called out. We assure you that the highest possible hygiene standards are maintained throughout every aspect of our daily tasks.

To enforce this, we are continuing to distribute antibacterial hand gel and soap to every employee, both to those working from the office and to our field engineers. In addition to this, all field engineers have been issued with gloves, masks and shoe covers (if required). 

Our engineers are still required to undertake a visual risk assessment before anyone enters any property, and will go through a hygiene procedure that involves thoroughly cleaning their hands and wearing gloves. Our engineers will also take a '2-step back approach' once your doorbell has been rung or they have knocked on the door in order to maintain social distancing.

Our engineer will call you ahead of arriving at our customers' property to confirm that the situation of their, or anyone in the household’s health hasn’t changed from when the call was originally booked.

 

The following guidelines are still in place for our engineers to follow while undertaking any service call:

  • Confirm with customers ahead of arrival that they, or anyone in the household, have not started experiencing any symptoms of the Coronavirus since originally booking the call.
  • Ask the customer if they have been advised to self-isolate.
  • Engineers will not enter the premises of any customer who reports symptoms or is in self-isolation. Similarly, if the engineer feels it is unsafe to enter the premises due to this.
  • Engineers are expected to clean their hands before and after every repair call out.
  • Engineers have been advised to keep contact with the customer to a minimum, and ask customers to remain an alternative room whilst working in their premises if possible.
  • Engineers have been advised to not accept any hot or cold drinks from customers.
  • If any customer answers ‘yes’ to questions 1 and 2 then our engineer will not enter the premises. The engineer will instead contact our office and the call will be rebooked for a future date, at least 4 weeks in advance for precaution.
  • Customers experiencing any symptoms or those who are in self-isolation will be asked to call us again after 14 days once they are clear of any symptoms or have been tested to confirm there is no presence of the Coronavirus.
  • Please can we ask that customers make sure any doors are open for the engineers and that there is a clear path to the appliance so that the engineers touch as little as possible in your home.
  • Please can we also ask the customer to ensure that the work area in and around the appliance is clear before the engineer attends, and that the appliance is not in use.
  • You will not have to sign the engineer’s mobile device on the completion of a normal job, instead you may be asked if the engineer can sign on your behalf.

<< Back to News & Information