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Plumbing and heating services during lockdown FAQs

Frequently asked questions about how the coronavirus crisis is affecting our services

We have produced a number of updates since the coronavirus lockdown began about how we’re managing our services while protecting both customers and staff. You can read them all here but we thought it would be useful to provide this information in the form of frequently asked questions.

Hopefully we have covered all the key aspects of our service at this challenging time, however if you have any further questions you can contact us at [email protected] or via our Facebook or Twitter channels.

All answers are correct at the time of writing and we will update them as and when necessary as guidelines change. Where appropriate, we have provided links to further information.

Are Plumbcare employees considered essential workers?

Yes. The government has designated that tradespeople carrying out essential repairs and maintenance in people’s homes can continue, provided that the tradesperson is well and has no symptoms. Social distancing guidelines should still be followed. You can see more information from the government here.

What services are you still providing during the lockdown?

We are continuing to attend emergency plumbing and heating breakdowns. This includes having no hot water or heating, leaks, blocked toilets and drainage issues. We are also offering boiler servicing because it’s such an important aspect of boiler maintenance. You can see more details about what is considered an emergency here.

What jobs would engineers not attend during lockdown?

The non-emergency jobs that we are unable to attend at this time include cosmetic work such as changing taps or showers, intermittent boiler faults where there is no loss of heating or hot water, toilet or bathing issues where there are alternative facilities in the home such as a second bathroom. You can see more details here.

Can I get a boiler service during the lockdown?

Yes you can. Initially we paused boiler servicing while we established our covid-19 protocols, however we resumed servicing on 8th April because it is a really important aspect of boiler maintenance and safety. We do ask that you only book one if yours is due so that we can accommodate everyone at the right time. Read more information here. If you are concerned about whether a boiler service is a good idea during lockdown, read our guidance here.

Will an engineer come to my home if our household is self-isolating?

If you are self-isolating due to someone in the household being vulnerable then yes we would attend. However, if someone in the house is presenting with symptoms of covid-19 then we’re afraid we would not be able to attend. Your health status will be requested at the time of booking and by the engineer when they make their 30 minute pre-call. See details here.

What are you doing to help vulnerable customers?

We understand that this is a worrying time for everyone but particularly stressful if you, or someone in your household, is vulnerable. This may be due to age or health reasons. Having to deal with a broken boiler or a leak is therefore the last thing that you need. We are dedicated to helping all customers at this time but please make us aware of any vulnerable people in your home at the time of booking and we will do our utmost to prioritise them

How are engineers minimising the risk of spreading Covid-19 when visiting customers?

We have put in place a number of protocols to allow us to observe social distancing guidelines. On arrival, our engineer will knock on the door and then step back 2 metres. They will wear a new pair of gloves throughout the visit. You will also not be asked to sign the engineer’s PDA on completion; they will do that for you.

What can I do to minimise risk for visiting engineers?

We will always ask you to confirm whether anyone in the house is experiencing symptoms at the time of booking and in the engineer’s 30 minute pre-call. We ask that you are open about this to prevent our engineers taking unnecessary risks. Please allow us to maintain safe working practices. This should include keeping a minimum 2 metre distance from the engineer at all times and cleaning the affected area down before arrival (eg the boiler or toilet).

Do engineers carry PPE?

Yes they do. They have all been equipped with gloves, hand sanitiser and masks. Gloves will be changed for every job and hand sanitiser used in between. Government guidelines do not require tradespeople to wear masks but they have been provided and can be worn at the engineers’ discretion.

I live in rented accommodation. Should my landlord still service the boiler during lockdown?

Yes, your landlord should still attempt to have your boiler and other gas appliances serviced and issue you with a Landlords' Gas Safety Certificate. However, there may be a few things that make this more difficult. Read our guidance here.

I have an appointment today, when will the engineer arrive?

To reflect the challenging circumstances, we have amended our working day to 8am – 10pm. Unfortunately, we are unable to provide an estimated time of arrival as schedules can change throughout the day. However, your engineer will give you a call 30 minutes prior to arrival.

I can’t get through on the phones, how can I contact you?

Our office team are all now working from home and phone lines have been diverted accordingly. Obviously this may not always be as streamlined as it would be at a single location so please bear with us. If your call is not urgent you can also contact us my email at [email protected] or via our website. Thank you for your patience.

We will continue to update these FAQs as and when things change and develop. In the meantime, thank you for your continued patience and understanding and for working with us to provide a safe and responsive plumbing and heating service.

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