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Our plan for dealing with the coronavirus

Balancing safety and essential services

The situation around the spread of the coronavirus is evolving daily. We want to reassure our customers and our staff that we are following government guidelines and putting measures in place that prioritises safety but also allows for customers to access essential services.

These are the measures we currently have in place:

Assessment of all customers’ current status

When jobs come in, we are asking the following questions to assess risk:

  • Is anyone self-isolating in the property?
  • Does anyone in the household currently have any symptoms of the coronavirus (persistent cough and/or fever)
  • Has anyone in the property been exposed to anyone with COVID-19 in the last 14 days?

We will not be able to attend if the answer is yes to any of these questions for the protection of customers and our engineers. (A period of self-isolation may seem like a good opportunity to get jobs done, such as getting the boiler serviced, but we wouldn’t be able to attend under these circumstances).

Self-isolation of engineers

Any engineer who is presenting with either of the symptoms of COVID-19 is being asked to self-isolate in accordance with government guidelines.

Remote working

We have identified several office-based team members who can work from home, thereby maintaining our telephone and booking-in service while protecting the health of our staff. This will commence from tomorrow (18/03/20).

Customer signatures

Customers will no longer be asked to sign our engineers’ PDAs on completion of jobs. This is to prevent the spread of infection from one job to the next.

Protective equipment

Our engineers are carrying disposable gloves, masks and hand sanitiser (subject to availability). Gloves are being used in customers’ homes and changed after each visit.

What our customers can do

We are asking our customers to follow the guidelines as well, for their own protection and that of our engineers’. We therefore ask that they give any areas our engineers need to work on (the boiler, taps, the toilet etc) a thorough clean down before our engineer arrives. We also respectfully ask that they keep a distance of around 2 metres from our engineer wherever possible.

How this might change

As we all know, the advice is changing constantly and there are several factors that can influence how we may adjust our practices. Currently, we are still accepting all jobs if we are satisfied by the answers to the questions above. This includes routine work such as boiler services and changing taps etc. At the moment we have full capacity. However, if the government guidelines change or a major influencer comes into effect, such as schools closing which may impact on our workforce, we are prepared to implement an emergency only policy which will be limited to issues such as boiler breakdowns and leaks.

Our priority through this situation is the safety of our customers and staff but we also appreciate that we are providing an essential service and we want to be able to help as many people as we can. We appreciate your patience and understanding at this difficult time and we’re confident we can get through this by working together. In the meantime, try to minimise the risk of causing a plumbing issue by keeping drains clear and not putting items other than toilet paper down the toilet (not easy when there is a national shortage but we have some advice on that here).

Thank you from all the team at Plumbcare.com.

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