Coronavirus: Engineers Working Safely

All our engineers are equipped with the appropriate Personal Protective Equipment and will wear this all the time they are on site. Below are some examples of our staff wearing PPE:

Prior to the visit we would ask you to confirm that no member of your household has either tested positive for Coronavirus, or that any member of your household is shielding.

We ask that the area our engineer will be working in is cleaned, in line with government advice.

Where possible we ask that you observe the social distancing 2 metre guidance whilst our engineer is in your home, and if you do need to speak with our engineer please wear a face mask.

We would also appreciate if the working area is well ventilated.

Please keep all contact with our engineer to a minimum and ensure that members of your household do not enter the same room as our engineer, if this is unavoidable, please ask them to wear a face mask, if able to.

Our engineers will still be making visits and repairs in all areas.

If you are self-isolating because you or a member of your household are experiencing any of the following, an engineer will not be able to attend your home until it is deemed safe to do so:

• Symptoms of Coronavirus such as a high temperature or new persistent cough
• Awaiting test results
• Diagnosed with Coronavirus
• Been in contact with someone with Coronavirus
• Recently returned from abroad – for the latest travel advice please visit the Government website

In these cases, please book a repair when the recommended 2 week self-isolation period due to infection is over.

If you already have an engineer appointment arranged, please contact us directly before their visit to rearrange your appointment for after the self-isolation period.

For the most up to date advice for self-isolating please visit the NHS website.

If you are self-isolating or shielding because you are a vulnerable customer, you can still book a repair. When you do so, please make sure you tell our customer care team that you are a vulnerable customer.

Our engineers are taking the following precautions to ensure the safety of our customers:

• Engineers will observe the latest Social Distancing Guidelines throughout the visit as much as possible.
• Engineers may use additional personal protective equipment (PPE) whilst carrying out repairs.
• Please make sure that doors are opened for engineers so there is a clear path to your appliance so that engineers touch as little as possible in your home.
• You will not have to sign engineer tablets for a normal job completion, instead you may be asked if the engineer can sign on your behalf.

For the most up to date advice for vulnerable customers please visit the NHS website.

Yes, you can still book a repair. Just call our customer service team on telephone number 0333 207 9710 and we will be more than happy to help. You will be asked some screening questions to ensure your and our engineer’s safety.

If an engineer appointment has already been agreed, this will still be going ahead. If for any reason your appointment needs to be rearranged, we will contact you directly.

We recognise that the service we offer our customers is essential to keeping their homes running. We are following the Government’s advice and will continue to work closely with our dedicated partners so that we can continue to assist our customers.