News & Reviews

Coronavirus (COVID-19) – Update

Hannah Forbes, Head of Brand and Content Managment

By Hannah Forbes | First published: 16th March 2019 (last updated 3rd April)

Washing hands with soap

We continue to respond to all of the latest Government Guidelines and to take all of the precautionary measures that we can to protect the safety of our customers and our staff.  At this time we are still able to provide and service home essentials. However, in order to maintain the requisite social distancing, we now have a number of staff working remotely and are only able to offer a streamlined service at this time.  We therefore regret that new customers will only have access to our essential kitchen appliances. We are channelling our resources so that we can deliver the required service response to our existing customer base.

 

In accordance with official guidelines, all of our staff have been asked to remain at home for the required seven/ fourteen days if they have a cough, temperature or flu-like symptoms.

Online retailers and distribution centres can continue to operate, as set out in the Government's latest guidance (Businesses & Premises). However, we continue to follow all of the guidance provided, updating our processes immediately as required. We have implemented extra hygiene precautions and are ensuring that we maintain social distancing requirements when delivering or servicing equipment. Our adapted site visit process includes:

  • Initial questioning of customer during booking to ascertain their situation, and requesting that they update us if that changes at any point prior to the call.
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  • If the customer/ client is self-isolating with symptoms, the call would be postponed.
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  • If the client/ customer is classified as ‘vulnerable’ or is ‘shielding’ we would only carry urgent calls and would not enter the premises until the person was isolated in another room. There is to be no face-to-face contact with our engineers and there would be no paperwork to sign.
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  • We are asking that all customers/ clients leave the room and maintain at least the required two metre distance from our staff at all times.
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  • All field staff are carrying PPE and hand sanitiser at all times. They will be using disposable gloves, which are to be replaced after each callout.

We are in close communication with our supply chains to enable us to forecast stock supplies.

At this time, all of our callouts will need to be prioritised and we may not be able to respond within our usual timeframes but we will endeavour to ensure that all essential items are serviced and maintained as required.

 

Please bear with us at this difficult time and we hope to resume full operation as soon as possible.

Take care of yourselves, stay inside and stay healthy.

The Forbes Team.