COVID-19 Precautions

Coronavirus Policy

We’ve been closely monitoring Government health advice relating to the spread of coronavirus. Our team will continue to follow Government recommendations – with the aim of reducing the risk of passing the virus between our customers and our tradespeople.

We’re continuing to book jobs for customers who are self-isolating so that people aren’t left without essential services.

Information updates

We send regular COVID-19 updates to our workforce. They’re well informed about symptoms as well as the general hygiene measures and social distancing.

All our tradespeople have been told they must confirm they are feeling well and haven’t experienced any symptoms of COVID-19. They do this first thing in the morning on a daily basis.

General hygiene measures

All of our workforce have been asked to follow the WHO’s standard infection control measures:

• Frequently cleaning hands using alcohol-based hand sanitiser or soap and water
• When coughing or sneezing to cover the mouth and nose with a tissue or flexed elbow, then to dispose of the tissue immediately before washing hands
• Avoiding close contact with anyone who has a fever and cough
• To contact NHS 111 and seek medical care early if a fever, cough or breathing difficulty occurs
• Avoid touching your face, especially eyes, nose and mouth

PPE & hygiene supplies

We’re providing bottles of hand sanitiser to our tradespeople and asking them to clean their hands thoroughly when they enter or leave a customer’s property.

Our tradespeople are equipped with full personal protective equipment (PPE). In line with Government advice we’re not asking our tradespeople to wear them unless : –

• A person in the property has any symptoms of COVID-19
• A person in the property is in the “at risk” group i.e. over 70 or with underlying health issues
• A customer requests our tradesperson wears PPE

We’ve issued guidelines provided by Public Health England for how our staff should put on and remove their PPE before disposing of it. Sanitiser fluid has also been issued so tradespeople can clean equipment they take into a property.

What we need from our customers

We kindly ask our customers – at this time – when booking a job to inform us if anyone in the property is in isolation, has symptoms, or has been diagnosed with COVID-19.

We’re continuing to book jobs for customers who are self-isolating so that people aren’t left without essential services. Tradespeople scheduled for these jobs are prepared and equipped to take the necessary precautions. It’s of the utmost importance our staff are aware of people are self-isolating before entering a property. They can then protect themselves and reduce the risk of infection and spread of the virus.

We’ll keep the information on this page updated regularly and as Government health recommendations change.

Frequently Asked Questions :

How are the latest national restrictions in England, Scotland and Wales affecting your services?

We’re still able to offer a full range of repair, service and installation appointments to customers across the UK. Whilst there are some differences in social restrictions across England, Scotland and Wales, all three are consistent and clear that tradespeople and providers of essential services – can operate as normal.

This includes:

• Areas that are under the highest Tier 3 restrictions in England – e.g. Liverpool and Lancashire
• Areas that are under local lockdown in Scotland – e.g. central belt
• Across Wales during the nationwide firebreak period (between 6pm Friday, 23^rd October to Monday, 9^th November).

IMPORTANT: if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we’re due to visit OR has been asked to self-isolate, please cancel or reschedule your appointment for another time. We can still help with emergencies, but please call us in advance so our engineers can take extra precautions.

It’s easy to cancel or reschedule your appointment online or call us.

See ‘How will engineers work safely in my home?’ below to find out more about how we’re keeping you safe during appointments.

How are your services affected by the local lockdowns?

At the moment, we’re able to offer a full range of repair, service and installation appointments to customers across the UK.

Can I book my Annual Service Visit yet?

Government restrictions meant we had to cancel all service visits booked in March, April and May this year – but we’re working really hard to catch up as fast as we can. Please wait for us to get in touch if we missed yours – you don’t need to contact us. We hope to offer service visits to any customer who wants one in the near future, but please bear with us for now. Thanks for understanding.

How will engineers work safely in my home?

Keeping you and our engineers safe is our top priority. Here’s how we’ll do it.

Before your appointment

When you book, we’ll ask if anyone in your home:

• has Covid-19 symptoms
• is shielding or vulnerable
• has been asked to self-isolate

Your engineer will also call ahead on the day of your appointment to see if anything has changed.

During your appointment

Our engineers follow the latest guidance and will:

• wash or sanitise their hands before entering your home – and at regular intervals during the appointment
• keep at least two metres away from you at all times. And they’ll ask everyone in your home to do the same for them – ideally by staying in a different room
• wear disposable or protective gloves as appropriate during the job

If a job requires two engineers, they’ll only come together for tasks that need two pairs of hands and wear personal protective equipment (PPE) when they are not able to keep two metres apart.

Where you can, please open doors and windows to ensure the maximum possible ventilation throughout the property whilst our engineer is in your home.

Extra precautions

If anyone in your home is vulnerable or shielding, our engineers will take extra precautions, including wearing goggles and a respirator mask. If you’ve told us that anyone in the property has tested positive for Covid-19 OR has symptoms of Covid-19, they will also wear a cover-all suit.

In line with official advice, our engineers aren’t wearing face coverings or respirator masks as standard in other cases.

Keeping everyone safe is our top priority. So if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we visit OR has been asked to self-isolate, it’s really important to cancel or reschedule your appointment online or call us. We can still help with emergencies, but please let us know in advance if anyone in your home has Covid-19 symptoms or are self-isolating so our engineer can take extra precautions by calling us before your appointment.

Do you have any tips for fixing common problems myself?

Yes, Do contact us for same.

My appointment has been cancelled. When can I rebook?

Government guidance meant we had to cancel all non-emergency appointments for customers in March, April and May due to the coronavirus outbreak. We’re working hard to catch up as fast as we can and will be in touch about your cancelled appointment as soon as possible.

I have an appointment booked but I think I could be at risk of Covid-19?

Keeping everyone safe is our top priority. So if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we visit OR has been told to self-isolate, it’s really important to cancel or reschedule your appointment online or call us.

We can still help with emergencies, but please let us know in advance if anyone in your home has Covid-19 symptoms or are self-isolating so our engineer can take extra precautions by calling before your appointment.