We are going through unprecedented times and as the impact of Coronavirus (COVID-19) begins to be felt across the UK, we would like to advise of the measures we have introduced to ensure continued access to our helpdesk.
Our remote working plan has been mobilised, meaning all helpdesk staff are now working away from the office in line with Government guidelines.
We have ensured that access to our systems and telephone lines remain available to them, enabling the continuation of services for any queries you may have in respect of your account, including booking an engineer for an emergency should the need arise.
To protect the safety of both our customers and our employees, if you have recently returned to the UK from another country or there have been any significant changes to general health that may as a result involve self-isolation, please let us know so we can ensure appropriate measures are put in place.
In the event that you or a member of your household has either decided to, or been advised by NHS 111 to self-isolate, the following arrangements will apply to ensure continuity of services to you.
- When calling the helpdesk, the customer should advise that they have decided to, or have been advised to self-isolate.
- The helpdesk will take the call and prioritise according to severity of the issue, i.e. loss of supply of heat and hot water or metering and billing query.
- A member of the engineering team will call the customer to see if the issue can wait until the self-isolation period has passed, or if the issue can be resolved remotely.
- In the event of loss of service, arrangement will be made at the time for temporary heating to be provided.
- Any outstanding issues shall be dealt with once the period of self-isolation has passed.
Clearly, these arrangements are in place for those who are self-isolating and not unwell, and in the event that there are mild symptoms we would urge you to make contact with NHS 111 and follow the advice provided.
Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than normal. So that we can support those in the most vulnerable situations we ask that you only call if your enquiry is urgent. We can also be contacted via email on firstname.lastname@example.org. We are doing our best to help customers as quickly as possible and we appreciate your patience during this time.
We would like to thank all of our customers for your understanding as we adapt to this challenge. We’d also like to apologise for any inconvenience caused and reassure you that we are committed to continued delivery of our services.