In this current health crisis and continuing spread of Coronavirus, we wanted to reiterate that we are following current Government guidelines and explain what we are doing to keep you as safe as possible. We want to reassure you that the health and safety of our customers and staff is our top priority. We are closely monitoring the outbreak of COVID-19 and as we hear more about the Coronavirus we want to assure you that health, hygiene and safety is at the forefront of our care. We are following government advice and recommendations set out by Public Health England to ensure your safety. In light of current circumstances, we are making contact with all our customers to advise that we are still a full workforce at HQ and currently do not foresee any stock issues. We continue to be forward planning and we are mindful of our commitment to you as valued customers. We have also appropriately planned for other scenarios and remote working for all our teams, if required.

What we are doing

To ensure we are doing everything possible as a business to protect customers and employees from the spread of Coronavirus the following are being put in place: -
  • The website has been updated with information on actions from customers to advise of any issues concerning the virus when booking a call for an engineer visit.
  • A briefing document has been sent to all employees, both field and office-based, providing information on what to do and when. This is being monitored and updated accordingly, so please look out for updates via email marketing.
  • When a customer calls the customer service team, we request the customer informs the team of any matters relating to the virus.
  • Additionally, customer service will ask all customers when booking a call if they or anyone else in the building is under any restrictions of self-isolating due to Coronavirus.
  • Engineers will be asked when completing ETAs to properties to again ask the question concerning the virus to the customer, and if not able to make contact that this is done upon attendance before entering the property.
  • As a further precaution, all our field-based engineers are taking their temperature daily, before leaving the house and reporting to head office.

Actions required by our engineers

When contact is made for a site visit to a customer’s building, the question will be asked of the customer: “Are you or anyone else in the company under any restrictions of self-isolating due to Coronavirus?” If the answer to the question of the above is positive, then we will explain to our customer that we are not able to attend on that day. When the restrictions are lifted and you are no longer self-isolating, we can look to re-book the call.

Equipment sanitisation

Online in our blog posts, you can see how best to sanitise your water cooler or fountain and ensure the best approach is taken to minimise virus spread on shared surfaces. We do have sanitisation kits online for both plumbed in machines and bottled coolers. The safety of our customers and staff is our first priority, and we would like to wish all of those who are affected, our heartfelt best wishes and a speedy recovery. If you are worried about Coronavirus, please seek the latest official guidance from the NHS website: https://www.nhs.uk/conditions/coronavirus-covid-19/ Keep safe everyone.