In light of the COVID-19 virus and the continued disruption and anxiety it is causing, we would like to update and reassure our customers regarding our service.
Many of you have been asking questions regarding engineers entering your home, so we have tried to answer as many of these questions below.
Above all, it is most important to know we are following advice from the UK Government, Scottish Government, and the Health and Safety Executive surrounding Covid-19.
The health & safety of our team, partners and customers is our top priority. We are taking all reasonable precautions to ensure we can continue provide you with a warm home whilst keeping everyone safe.
Guidance has been issued to our team on precautions to be taken before, during, and after a visit to a customer’s property. Rest assured that our engineers are keeping equipment and hands sanitised and reducing contact to a minimum while they are at your property.
Even before our engineers start their working day, we have put in place a series of mandatory Covid-19 health and safety questions. Our technology allows our engineers to answer these questions in real time, so management are aware of these answers straight away.
We are classifying the following as ’essential works’
If the works are not essential, your appointment will be postponed until further notice.
For any customers that have works booked in with us that are ‘non-essential’ our office team will be in touch in due course. Don’t worry though, we have got this.
If the works are essential, we will do our very best to offer the same level of customer service to you as usual. There are challenging days ahead, we want to be honest about this. We might be short-staffed at times if some engineers need to self-isolate. If this situation arises, we will prioritise emergency cases, it’s the Celsius way.
If you or anyone living in your property are under any restrictions due to COVID-19, please ensure you let us know prior to our engineers visit. We may need to change your appointment until your isolation period has ended.
All we ask is if you or anyone in your home start feeling unwell you must let us know. When our engineer is in your home, please keep at least 2 meters apart. If possible, please do not enter the same room the engineer is working in.
We asked our engineers what they feel customers could do to help them –
These times are unprecedented in most of our lifetimes and we will have to make difficult decisions in the days and weeks to come. We will continue to prioritise the most vulnerable in our community, so please be aware as things progress, our engineers may not be able to keep to their appointment slots.
We have implemented mandatory start of day Covid-19 risk assessments that all our engineers need to completed before even starting their vans first thing in the morning. We have also developed a Covid-19 risk assessment before each job. Our team are contacting customers before visits to make sure they haven’t been diagnosed with Covid-19, or advised to self-isolate.
The following guidelines have also been implemented with immediate effect.
Keeping a minimum of 2m apart from people in the property
Wearing protective shoe covers
Wearing disposable gloves
Washing hands frequently.
Wiping down all surfaces with disinfectant.
If any of our team show any signs of COVID-19 symptoms they will be asked to self-isolate.
We monitor government guidelines to assess levels of risk and will continue to do so as we attempt to prioritise the health and safety of our customers and engineers above all else. We will take appropriate action as and when it is suitable to do so.
For all the latest official information on Coronavirus (COVID-19), please visit the gov.uk and https://www.nhsinform.scot/illnesses-and-conditions/infections-and-poisoning/coronavirus-covid-19
This depends if parts are still available and not obsolete. If parts are still available, our suppliers have assured us that their stock levels are high, however we will need to again monitor our suppliers stock levels daily / weekly, as this may impact our ability to fulfil our customer requirements during Covid-19.
Watch our company director Michael explain what this means for landlords and tenants –
In short, yes. The only reason a gas check would not be completed would be if tenants are refusing access to the property due to Covid-19. In this instance you would have to keep records of attempts you have made to reasonably gain access to the property. If a serious incident was to occur, and your gas appliance or flue system did not have a valid gas safety certificate, you may be asked to provide evidence of your attempts. Landlords are responsible for their properties and have a duty of care to their tenants. This means that Registered Gas Engineers are not responsible for Landlords Gas Safety Checks being in place or up to date.
Click the link and go to section 3.9 for more information
Gas Safe Register Covid-19 updates can be found here – https://www.gassaferegister.co.uk/help-and-advice/covid-19-advice-and-guidance/
You will be asked during the Covid-19 pandemic to pay for your appointment prior to our engineer’s visit. The support we have received from our customers has been overwhelmingly positive, as we try to continue to offer our service to as many people who need our help. Payment will be taken by credit or debit card over the phone and a copy of the receipt will be emailed to the primary email address on the account.
If you have any questions or need to get in touch, call our Customer Support on 0131 258 0848 or drop us a message on Facebook.
Above all else, stay well and look after each other.
We took the decision on the 16th March to close our office until further notice. Our office team will be working remotely from home. Our technology allows us to follow the latest government recommendation in the hope to limit the spread of the infection.
Our telephone lines remain open for now and our normal business hours apply.
You can reach us on the normal landline number 0131 258 0848