COVID-19 Protocols

Call Centre Protocol

Before we book your appointment, our call centre operatives will ask you the following questions:

• Is anyone in your household showing symptoms of COVID-19 or has a confirmed case of COVID-19?
• Is anyone in your household shielding or vulnerable to COVID-19?
• Are you okay with isolating all members in your household in a separate room whilst our engineer visits?

If it is a non-emergency and someone in your household is isolating or has COVID-19 symptoms, then we will arrange an appointment when the isolation period is over.

If it is an emergency job and someone in your household has COVID-19 or has symptoms, before arranging an appointment we must speak to a Contract Manager and follow the Infection Protocol

Engineer Pre-Call Protocol

Your engineer will call ahead on the day of your visit and check to see if any circumstances have changed due to COVID-19. They will then proceed to remind you that all household members must isolate in a separate room during the visit.

If anything has changed since the appointment was booked and someone in your household is now isolating due to COVID-19 or has symptoms, the appointment will be cancelled until end of isolation if it is non-urgent, and if it is an emergency call, the engineer will contact their Contract Manager and will carry out the visit following the Infection Protocol.

Engineer Door Step Protocol

The engineer will proceed to your door and will knock/ ring the bell. They will then retreat a 2 metre distance from the door allowing you to answer the door at a safe distance. If necessary, or at the customer's request or if required to do so by circumstances, our engineers will wear a protective face mask at all times during the visit and will also wear protective eye wear as necessary.

If required the engineers will wear their facial PPE from the moment they ring your door bell/ knock on your door until they return to their vehicle

Please ensure you and all present isolate in a separate room(s) once you have shown the engineer which room to go to for the job. The engineer the whole time will remain a 2 metre distance from you and if required will wear gloves and a face covering during the entire visit.

The engineer will then begin our Hygiene Protocol and once the job is completed, will make a start to their next appointment.

Hygiene Protocol

1. The engineer will open windows and ventilate area
2. They will then wipe down the work area and equipment with soap and water/ antibacterial wipes
3. Complete the work they are there to do
4. After the engineer is done, they will then wipe down the work area and equipment with soap and water/ antibacterial wipes
5. Then they will close the windows and clean the handles used to originally open them
6. If the person signing is symptomatic the engineer will sign their terminal on behalf of you
7. They will then proceed to their van where all rubbish and gloves are placed in a seal bag ready for disposal

Infection Protocol

If there is an emergency breakdown and someone in your household has COVID-19, we will still attend however we will only issue an engineer that has no underlining risks if they were to catch COVID-19.

In case of an Infection Protocol occurring, the engineer who attends will be wearing full PPE which includes:

• Disposable gloves
• Eye protection
• Face mask FFP3
• Disposable coverall

They will also be carrying with them:

• Soap and sanitisation hand gel
• Anti-bacterial wipes
• Polythene waste bags with no holes

When the engineer attends, they will;

1. Put on gloves, eye protection, face mask and the disposable coveralls
2. They will then assess at the doorstep of risk. If the engineer feels it is too high a risk, they will contact their Contract Manager
3. The engineer will then proceed to ask you to leave the door open and move away to a separate room from the work area. This will allow the room to ventilate for 10 minutes minimum before the engineer will enter the property
4. They will clean down all work services and window handles with anti-bacterial wipes and open the windows for additional ventilation
5. Then once the work has successfully been carried out, the engineer will replace the gloves and put the old gloves in the polythene waste bag
6. Again, the work area will be cleaned down and window handles with anti-bacterial wipes and windows will be closed
7. The engineer will sign their terminal on behalf of you
8. They will then return to their van, remove coveralls and gloves and seal in a polythene waste bag which then will be disposed of 72 hours after
9. They will wipe  and clean their hands thoroughly with wipes/ sanitising gel and contact their Contract Manager
10. The engineer then will return home, wash their uniform asap and self-isolate until they have been tested
11. Once the engineer's results show up as negative, they will return to work