COVID-19 Information (last updated 12th January 2021)

Appliance Repairs

The health and safety of our consumers and employees is our highest priority. We are constantly monitoring the situation and act based on the latest information and UK government recommendations.

For more information on the latest government advice, please visit: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response.

What to expect if you require a repair

There are a number of steps that we are taking to ensure that our engineers are not exposed and therefore reducing the risk of passing on the virus to customers. We will ask you the following questions before making a booking to send an engineer to visit your property.

• Are you (or anyone in your household) currently self-isolating in accordance with the latest Government guidelines?
• Have you been exposed to anyone displaying flu-like symptoms?

If the answer is 'Yes' to either of these questions, we will currently be unable to book a repair visit.

Our engineer's visit to your home

Hygiene is our primary method of prevention in customers' homes and we are therefore asking our engineers to sanitise or wash their hands before and after every repair and would ask that you provide washing facilities. Our engineers will not be asked to wear surgical gloves, as they only work as a barrier to the skin on the hands and therefore do not assist in reducing any risk of infection, but we do remind them to avoid touching their face with unwashed hands.

We are also applying a no-contact policy with customers and hope that you understand and respect these policies. We ask that you, other residents and our engineer maintain a minimum distance of 2m at all times. Please also create free access to the appliance and remove any contents from the appliance or any areas where the engineer will need to work, to avoid the need for the engineer to be touching anything within your household unnecessarily.

Our engineers may not be able to wear a face mask for the whole time they are in your property due to the impracticality of using masks whilst undertaking complex repairs and the increased risks associated with regular hand-to-face contact when wearing masks. The current UK Government advice is that you should wear a form of face-covering if you are unable to maintain a distance of 2m. We would therefore ask you to be in another room throughout the duration of the repair to reduce the risk of any potential exposure. If it is not possible to maintain this social distancing then please notify us in advance of the visit.

We appreciate that the steps we are taking here may be inconvenient to you, but we hope you agree that they are necessary due to the COVID-19 outbreak. We will continue to monitor the guidance of the UK Government and the Chief Medical Officer and respond accordingly to that advice.