The COVID-19 pandemic and post pandemic era has created unprecedented challenges. Our priority remains the health, safety and welfare of our personnel, clients, colleagues and the wider public. In the  post COVID-19 era we continue to operate and provide services in accordance with our Business Continuity Resilience Plan.

In the event of any future recurrence of any coronavirus, influenza (avian, porcine or seasonal flu) pandemic or other outbreaks of public health significance; as part of our Business Continuity Resilience Plan, we will:

Move to hybrid and or reduced / home working practices; work from home (WFH) as appropriate.

We will curtail all non-emergency inspections, meetings, and assignments, especially where our partners, clients, contractors, and service providers have taken the decision to close, reduce their operations and or are self-isolating. And where Royal Mail services are impacted, and where we experience significant delays, both issuing and receiving static post.

For the safety and security of our personnel, and to comply with the provisions of  any public health monitoring regime (such as Track and Trace); all responsive site visits will be  subject to risk assessments, which may result in property visits / services being withdrawn cancelled or rearranged.  

We may also cease 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%.

In order to maintain consistency, continuity, and transparency, since 2020 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. We ask that instead you use our website Service Request Forms to enquire about our services.

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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.

Property Inspections  may be offered through Virtual Inspections (VI). Case conferences, meetings and attendance at Courts and Tribunals will be offered through Virtual Attendance (VA). Please be aware that audio and picture quality can be affected due to bandwidth and or internet connection problems and is a matter outside of our control. We may use software in meetings and group calls (but not Court attendance) to capture audio, video, and screen sharing activity, as part of the performance of a contract. We will always notify you and obtain your consent before we record any meeting; where your data (voice or image, conversation) may be captured, and ensure all personal data is processed in accordance with our Privacy Policy and data protection legislation.

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 or other infectious 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 annually updated Terms and Conditions. We will continue to periodically review, our Business Continuity Resilience Plan and follow UK Government policy and guidance, along with World Health Organization (WHO) advice as appropriate.

#StaySafe | #StayStrong | #Public Health

#SafeHomes