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CUSTOMER CARE PROCEDURES DURING COVID-19

CUSTOMER CARE PROCEDURES DURING COVID-19

We are now able to resume customer care visits for both internal and external work following recent Government Guidance.

For the protection of our customers, staff and contractors and to help prevent the spread of the virus, we have put in place the following procedures:-

1. Before any home visit takes place, all customers will be asked to fill in a return a questionnaire confirm that they or anyone residing with them are not suffering from any symptoms of COVID 19 and/or are nor self - isolating.

2. On the day of the home visit, we will call or e-mail for confirmation that no responses to the questionnaire have not changed.

3. Customers will be provided with a copy of the procedures to be followed by customers and staff during the home visit.  

These are:-

For Homeowners:-

  • Please ensure that all persons within the household maintain at least a 2-metre distance from the person carrying out the work and remain in a separate room while the work is being carried out. The 2-metre distance rule will apply to external works too.
  • Leave all internal doors accessing the room where work is being carried out open to avoid contact with handles.
  • Open windows where work is being carried out to allow ventilation. 
  • Remove all furnishings and other items from the area where work is being carried out.

Please note that if these procedures are not followed, our staff member will be entitled to end the visit whether or not the work is completed.

For Staff

  • Face mask, gloves and shoe coverings will be worn throughout the visit and disposed of safely after the visit.
  • Hands will be sanitised before putting on PPE before the visit.
  • On arrival, the staff member will knock on the front door to announce their arrival and step back where possible 2m.
  • Our staff member will maintain at least a 2-metre distance from any household member.
  • All materials and packaging used in the course of any work will be removed by the staff member.
  • All contact surfaces touched by our staff member will be sanitised on conclusion of the visit.
  • Hands will be sanitised on removal of PPE at the end of the visit.
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