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Coronavirus update 30/03/20

The latest news on how we're managing the coronavirus situation

The guidelines on managing the coronavirus pandemic continue to evolve and we are consistently adjusting our plans in line with government advice. Most measures remain in place as per previous updates which, to recap, are as follows:

  • We are asking customers to confirm whether anyone in the property is self isolating due to experiencing symptoms or having been exposed to anyone who has symptoms. This is requested at the time of booking in by our call centre team and by our engineer in their 30-minute pre-call. We won't attend if anyone is self isolating for these reasons
  • We are only attending emergency appointments such as boiler breakdowns and leaks. Non-emergency jobs such as boiler services are being re-booked from July
  • When attending customers' homes we are requesting that all customers observe social distancing guidelines by staying at least 2 metres away from engineers and disinfecting work areas, such as the boiler, before the engineer arrives
  • Our engineers are equipped with hand sanitiser and gloves and these will be used as recommended

New developments include the following:

  • All office staff are now working from home. All have the systems that they require but please be patient as the service may not be as streamlined as it would usually be
  • The government has designated emergency plumbing and heating engineers as essential workers and as such, we will continue to provide our services (working within the guidelines) for as long as this remains so
  • Our engineers have the authority to make risk assessments on the doorstep and within customers' properties. If they do not feel that it is safe for them to carry out work, we support their judgement on how to proceed, including leaving the property without carrying out repairs if necessary. This is to protect not only their health but the health of all customers on their subsequent visits
  • Despite the difficult conditions, including a number of staff who are self-isolating, we are continuing to perform well against our service level agreements with insurers and offer good service levels to private customers. We do foresee that demand may increase as home plumbing comes under extra pressure due to people being home all the time or as some attempt to conduct their own repairs! Please be patient with us if this happens

You can see all updates relating to the Covid-19 situation here. As always, we thank you for your continued patience and support.

The Plumbcare.com team

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