coronavirus

Message to all our valued installers

The safety and wellbeing of our customers and colleagues is always our number one priority, even more so now with the ever-changing progression of the Coronavirus outbreak. In response to the latest guidance and advice from the World Health Organisation and the UK and devolved Governments, we’ve added some practical steps in order to protect the wellbeing of our customers and our colleagues.

We know that people’s day-to-day lives are being disrupted and with the introduction of new, stricter national lockdown from Tuesday 5th January 2021 in England and Scotland, we will continue to experience change in our everyday lives for the foreseeable future. For us, we will endeavour to provide the service and customer care we are known for, adapting to the situation where we can keep you warm this Winter.

 

safe in your home

Safe in your home

As the UK Government enforces lockdown measures, we want to support you in reassuring your customers about entering their property. By pledging our ‘Safe In Your Home Installer Commitment’ you will receive information and communication tools to allow you to safely carry out work in people’s homes - while demonstrating to them that this is your focus.

Find out more

Latest Government guidance for customers

Latest Government guidance for customers based in England and Northern Ireland

England and Northern Ireland has been placed under national lockdown from the 5th January 2021 until at least 6th February 2021.

This means that all non-essential shops, pubs, restaurants, gyms, and schools will close. However, essential businesses will remain open.

Government guidelines of ‘Hands. Face. Space’ applies. This includes wearing face coverings in most indoor public settings. As an essential business, Worcester Bosch can continue to service customers in a COVID-secure manner.

Latest Government guidance for customers based in Scotland

Scotland has been placed under national lockdown from the 5th January 2021 until at least 1st February 2021.

This means that all non-essential shops, pubs, restaurants, gyms, and schools will close. However, essential businesses will remain open.

Home visit by contractors are allowed under the new guidelines, for essential services only, but this specifically includes safety checks, repairs, maintenance and installations.

Latest Government guidance for customers based in Wales

Wales has been placed under a Level Four national lockdown from the 5th January 2021 until at least the end of January – though a firm date for a review of these measures has yet to be set.

This means that all non-essential shops, pubs, restaurants, gyms, and schools will close. However, essential businesses will remain open.

Work carried out in people’s homes, for example by tradespeople, can continue as long as it is managed in a safe way and both the worker and household members are well and have no symptoms of coronavirus. However, it is recommended that people consider whether the work can be safely deferred until they are no longer in Level 4.

Latest Government guidance for customers based in Republic of Ireland

Republic of Ireland has been placed under a Level Five national lockdown from 30th December 2020, until at least late January 2021 – though a firm date for a review of these measures has yet to be set.

This means that all non-essential shops, pubs, restaurants, gyms, and schools will close. However, essential businesses will remain open. As an essential business, Worcester Bosch can continue to service customers in a COVID-secure manner.

safe in your home
installer safe in your home

Our wider policy

If you are currently self-isolating, or suspect that you might be suffering from Coronavirus, we ask that as a precaution you inform us when booking an engineer visit so that we can plan the most suitable approach. Whilst the situation develops rapidly each appointment involving a customer who is self-isolating, will be reviewed on a case-by-case basis.

In order to ensure we get to as many customers as possible during this period, we’re looking at our demand and capacity and prioritising as you would expect us to.

It is vital that homeowners who require work to be carried out within their property should maintain distance of at least 2 metres from the tradespeople (but ideally in a completely different room), wear a face covering, and follow good hand and respiratory hygiene. Please ensure you are following government guidelines around social distancing, as well as reading our Safe in Your Home Installer Commitment, for further information.

Although in the current lockdown Service work is allowed to be completed, it is possible that the previous lockdown measures across the UK will have hindered you in getting your annual service completed in the normal time frame. Because of the unusual circumstances, this has been flexed by up to 2 months for those services due in these areas between 24th October – 9th November (Wales), 5th November – 2nd December (England) and 20th November – 11th December (Scotland) without affecting the validation of your guarantee. We’re committed to supporting you through this period and will ensure we offer flexibility around servicing timescales.

We have implemented numerous changes to the way we approach our work, but in particular when working in people’s homes, you will see that our own Engineers undertake the following:

  • Engineers have been instructed that they must self-isolate if they display any symptoms
  • We will be requesting customers to clear any working areas
  • No handshakes on arrival
  • Currently, keeping suitable distance between ourselves is recognised as best practice, we trust our customers will support our engineers and maintain a safe distance whilst they are at the property, ideally in a different room
  • Our engineers all carry personal protective equipment that can safeguard the working environment
  • We are providing our engineers with regular updates and coaching on hygiene and how to deal with their work in these situations

Our national network of Technical Area Sales Managers are available if you have any questions or need advice on the above. To find your local Technical Area Sales Manager please click here.

All the above information is correct as of 05.01. Please visit the Government website for the latest updates and information: https://www.gov.uk/coronavirus

FAQ's

On 11th May 2020, the Government released new guidelines for people working in or delivering to other people's homes.

The guidance covers people who work in home, such as repair services, plumbers and installers, and those who deliver to the door. This new guidance does allow for non-essential work to take place in homes, as long as a COVID-19 risk assessment is taken place.

These guidelines were updated on 1st January 2021 and are still in place during the national lockdown.

The full guidance from the Government, including what risks to consider before entering a home, can be viewed here: https://www.gov.uk/guidance/working-safely-during-coronavirus-covid-19/homes.

The Government has declared that any individual must self-isolate if you display any coronavirus symptoms.

Be informed and prepared. Keep all your staff and engineers informed and ensure that they are aware of all the available advice and constantly revisit your guidelines in line with any government guidance or risk level.

For all work, it is essential you undertake the following precautions:

  • Request customers to clear any working areas
  • Do not partake in handshakes or forms of physical contact on arrival
  • Avoid touching your face
  • Wear a face covering
  • Keep suitable distance between yourselves and your customers
  • Carry personal protective equipment that can safeguard the working environment
  • Clean all surfaces you are working on before and after work is carried out
  • Follow good hand and respiratory hygiene

For further information on how to protect yourself from COVID-19 please visit the NHS website: https://www.nhs.uk/conditions/coronavirus-covid-19/

Issues that can be resolved without an installer, such as changing the boiler pressure, should be done without entering the customer’s home. Information should be provided over the phone. Alternatively, you can direct them to the Worcester Bosch website and YouTube channel for useful information.

Government guidelines stipulate that businesses offering essential services may stay open.

Businesses providing repairs qualify as essential, and tradespeople are permitted to work in other people’s homes when carrying out these services in a COVID secure manner.

Due to disruptions in the supply of component parts to our UK manufacturing plants, our production line is experiencing a temporary delay with some of our oil boilers and Ri gas boilers.

Unfortunately, this situation is as a direct result of the worldwide COVID-19 pandemic, but we are working hard to keep the disruption to our customers to an absolute minimum.

Our operations are back up and running as normal however, and we appreciate your patience as we look to find a solution to this production issue. As always would like to thank you, our loyal installers, for your continued support during these constantly evolving times.

Our national network of Technical Area Sales Managers are all here to offer you support throughout this uncertain time, and we are delighted that our full team of advisors are back in the field. They are working remotely but all communications channels including telephone, social media channels, text service and website are running at their best. We will ensure that all your queries, issues and concerns are heard and answered.

They continue their commitment to you, our valued customers, and offer complete support with any questions on the coronavirus, your individual and business concerns and any other product or technical queries.

Find your local Technical Area Sales Manager here: https://www.worcester-bosch.co.uk/professional/support/local-contacts