The COVID-19 pandemic has created unprecedented challenges. Our priority remains the health, safety and welfare of our personnel, clients, colleagues and the wider public.
As part of our Business Continuity Resilience Plan, we have moved to reduced / home working practices; work from home (WFH) for all our personnel, for the foreseeable future. We have also curtailed all non-emergency inspections, meetings, and assignments, as many of our partners, clients, contractors, and service providers have taken the decision to close, reduce their operations and or are self-isolating. Royal Mail services also continue to be impacted, and we are experiencing significant delays both issuing and receiving static post.
For the safety and security of our personnel, and to comply with the provisions of Track and Trace; all responsive site visits are subject to risk assessments, which may result in property visits / services being withdrawn cancelled or rearranged. Further, we are no longer offering in person inspections or on site services, for areas where our personnel can only access locations by public transport, and or areas where the Reproduction (R) growth rate or estimate rate exceeds 0.8 – 1%.
To maintain consistency, continuity, and transparency, we have enhanced our E-working, and made a number of reasonable adjustments to all our services. You should expect to see some or all the following measures implemented, when selecting or using our services.
We may make reasonable adjustments and withdraw from or suspend orders or contractually agreed services, on a need to basis (NTB) based on UK Government policy and guidance, perceived health risks to our personnel, and wider public health implications.
Our telephone response has been reduced, and our switchboard now diverts all calls to voice to email. If using telephone to contact us, you will be able to leave a voicemail message, which will be picked up by our Duty Managers, who will assign and or respond to your enquiry or query by email. During this period, we ask that you use our website Service Request Forms to enquire about our services.
Similarly, if you need to contact us for any urgent or routine issues, then please use our website Contact Form. We will acknowledge your communication as soon as we are able (depending on the availability of our emergency or on call personnel).
We have expanded electronic communications across our services and will no longer provide paper postal copies of correspondence, orders, invoices notices, etc.
Where we have agreed to provide a remote service (at your home or place of business), if you or anyone in your household / workplace is displaying signs of COVID-19 illness, or if you are aware that anyone is symptomatic or asymptomatic, has recently undergone any testing for a communicable disease, then please immediately make our office aware, as we may have to defer or reschedule a service.
As part of our risk assessment, our personnel are issued with protective safety and security equipment including PPE and have been trained and instructed to maintain a safe distance throughout inspections. We ask all external contractors, suppliers and partners to ensure they use appropriate PPE.
Please ensure that you maintain social distancing during inspections and for offices or domestic properties, where possible leave (garden) doors and windows open to ventilate properties.
Further details of our reasonable adjustments under our Business Continuity Resilience Plan, can be found in our updated Terms and Conditions.
We will do whatever we can to support you at this time and will ensure that we respond to any queries or questions, as soon as practical. If you need us to make further adjustments to the way that we provide our services to you, we will do all that we reasonably and practically can, to support your request.
We anticipate travel restrictions and local lockdowns will continue to be imposed, on an area and local basis, and nationwide lockdowns may occur at short notice throughout the next 12-18 months. We will continue to review the situation, and follow UK Government policy and guidance, along with World Health Organization (WHO) advice as appropriate.
#StaySafe | #StayStrong | #Public Health