coronavirus

Message to all our valued customers:

The safety and wellbeing of our customers and colleagues is always our number one priority, even more so now with the ever-changing progression of the Coronavirus outbreak. In response to the latest guidance and advice from the World Health Organisation and the UK and devolved Governments, we’ve added some practical steps in order to protect the wellbeing of our customers and our colleagues.

We know that people’s day-to-day lives are being disrupted and with varying lockdown measures across England, Scotland, Wales and Northern Ireland. We will continue to experience change in our everyday lives for the foreseeable future. For us, we will endeavour to provide the service and customer care we are known for, adapting to the situation where we can keep you warm this season.

safe in your home

Safe in your home

Look out for the installers who have taken our Safe in Your Home pledge. This means they have committed to follow strict safety measures when entering your home during the coronavirus pandemic

Find out more

Latest Government guidance for customers

Latest Government guidance for customers based in England

Step 1 of the roadmap out of lockdown has begun. From 29th March, the ‘stay at home’ rule will end, meaning that up to six people or two households can meet outdoors. Shielding is also no longer in place from 31st March. Full details can be found here.

Essential businesses have remained open during this pandemic. Home visit by contractors are allowed under the new guidelines, including for safety checks, repairs, maintenance and installations.

Non-essential retail businesses will begin to re-open from 12th April, including hairdressers, public buildings and leisure facilities.

Government guidelines of ‘Hands. Face. Space’ still applies during the roadmap out of lockdown. This includes wearing face coverings in most indoor public settings. As an essential business, Worcester Bosch can continue to service customers in a COVID-secure manner.

Latest Government guidance for customers based in Scotland

From 2nd April, people are encouraged to ‘Stay Local’. Further lockdown easing is in place from 5th April. Full details can be found here.

Essential businesses have remained open during this pandemic, and as of 5th April so too will non-essential click and collect retail, plus several other retail shops including homeware shops, garden shops, and hairdressers.

All other non-essential businesses will remain closed until 26th April, when remaining retail shops will be allowed to reopen. Further measures in May and June will see further non-essential businesses re-open, such as entertainment, sports or arts venues.

Home visit by contractors are allowed under the new guidelines, for essential services only, but this specifically includes safety checks, repairs, maintenance and installations.

From 26th April, work in people’s homes can resume as normal.

Latest Government guidance for customers based in Wales

All of Wales is at alert level 4.

From 27th March, stay local restrictions will be lifted, and guidelines around outdoor activities will be relaxed. Six people from two households can meet outdoors, socially distanced. Full details can be found here.

Work carried out in people’s homes, for example by tradespeople, can continue if it is reasonably necessary and there is no reasonably practicable alternative to it. The work must be managed in a safe way and both the worker and household members are well and have no symptoms of coronavirus.

People working in someone else’s home must take all reasonable measures to ensure to mitigate the risk of coronavirus spreading when working in other people’s households. However, no work should be carried out in any household where someone is isolating, unless it is to repair a fault which poses a direct risk to people’s safety.

Latest Government guidance for customers based in Northern Ireland

The next review will happen on or before 15th April. Full details can be found here.

Home visit by contractors are allowed under the new guidelines, for essential services only, but this specifically includes safety checks, repairs, maintenance and installations.

Latest Government guidance for customers based in Republic of Ireland

All counties are currently on Level 5. Residents are advised to ‘stay at home’ unless for essential reasons including work or education, or to exercise within 5km of your home.

Essential businesses have remained open during this pandemic and travel outside of home is allowed for essential work as of 30th March 2021. Home visit by contractors are allowed under these measures.

Several restrictions will ease from 12th April, including the re-opening of some construction plus outdoor two-household meetings and exercise up to 20km from home. Essential businesses will be operating as mentioned above.

A further review will happen on 4th May.

safe in your home
installer safe in your home

Our wider policy

If you are currently self-isolating, or suspect that you might be suffering from Coronavirus, we ask that as a precaution you inform us when booking an engineer visit so that we can plan the most suitable approach. Whilst the situation develops rapidly each appointment involving a customer who is self-isolating, will be reviewed on a case-by-case basis.

In order to ensure we get to as many customers as possible during this period, we’re looking at our demand and capacity and prioritising as you would expect us to.

It is vital that homeowners who require work to be carried out within their property should maintain distance of at least 2 metres from the tradespeople (but ideally in a completely different room), wear a face covering, and follow good hand and respiratory hygiene. Please ensure you are following government guidelines around social distancing, as well as reading our Safe in Your Home Installer Commitment, for further information.

We have implemented numerous changes to the way we approach our work, but in particular when working in people’s homes, you will see that our own Engineers undertake the following:

  • Engineers have been instructed that they must self-isolate if they display any symptoms
  • We will be requesting customers to clear any working areas
  • No handshakes on arrival
  • Currently, keeping suitable distance between ourselves is recognised as best practice, we trust our customers will support our engineers and maintain a safe distance whilst they are at the property, ideally in a different room
  • Our engineers all carry personal protective equipment that can safeguard the working environment
  • We are providing our engineers with regular updates and coaching on hygiene and how to deal with their work in these situations

What to do if you have an engineer visit booked:

Now more than ever the safety and wellbeing of our customers is our number one priority.

The Government restrictions to control the spread of Coronavirus do allow our Engineers to continue working, but there are some changes to the way we manage our activities, and these include some things that you need to do too.

  • If you or anyone in your household are currently self-isolating, or think you might be suffering from Coronavirus, you need to inform us when booking an engineer visit.
  • Our engineers will take all necessary precautions to protect both you and themselves during the visit including wearing a face covering when required, maintaining a 2m distance, cleaning where they have been working with antibacterial solution and removing any waste when they leave.
  • We ask that you please help by clearing the space around the boiler, ventilating the property, and most importantly, staying in another room to allow the engineer to work in isolation. Where this is not possible you should wear a face covering.
  • We appreciate your support, so thank you for helping us look after you, and our team, during this difficult time.

 

All the above information is correct as of 26.03. Please visit the Government website for the latest updates and information: https://www.gov.uk/coronavirus

Staying safe

masks

Ventilation and masks

Ventilate the room as much as possible. If you feel more comfortable with your installer wearing a face covering, please ask.

Social distance

Maintain a 2m distance

Keep 2 meters apart at all times. If possible ask all house members to stay in another room while your installer carrys out the work.

clean

Cleanliness

Once the job is complete your installer will clean high usage areas and remove any waste. Please pay your installer by contactless payment or via online transfer.

FAQ's

Yes. Current measures across the four nations mean that essential work can be undertaken within the home. The wording of guidance in each country is slightly different, however this includes safety checks, repairs, maintenance and installations.  

Yes. Government guidelines in England, Wales, Scotland and Northern Ireland note that tradespeople can work in other people’s homes if the work is essential (such as urgent repairs or safety checks). They must also carry out this work in a COVID secure manner by keeping 2 metres apart, wearing a face covering when necessary, and following good hand and respiratory hygiene. As a result, we expect that many installers in the wider trade will still be working. To find an installer operating in your area, please visit our Find a local Installer tool.

For any work taking place inside the home, we continue to promote our ‘Safe in Your Home’ Installer Commitment and thousands of installers have signed up to this initiative to ensure that your, and their, safety is of paramount importance in line with Government guidance. We expect you also to adhere to the guidelines and do everything in your power to ensure you and those around you are protected.

We take every possible measure to ensure safety for you and our installers in the way that we approach our work. When an engineer visits your home, they will adhere to the following protocol:

  • Engineers have been instructed that they must self-isolate if they display any symptoms
  • You will be asked to clear any working areas
  • No handshakes on arrival
  • Currently, keeping suitable distance of 2 metres is required, although staying in a different room is recognised as best practice. This means engineers maintain a safe distance whilst in your home, and you providing a safe space for them to work in
  • Our engineers all carry personal protective equipment that can safeguard the working environment, including face coverings, gloves, hand sanitiser and anti-bacterial spray and wipes.
  • We are providing our engineers with regular updates and coaching on hygiene and how to deal with their work in these situations

These precautions are in line with Government guidelines. For more information, visit: https://www.gov.uk/coronavirus

Earlier during this pandemic, we launched the ‘Safe in Your Home’ Installer Commitment and thousands of installers signed up to this initiative to ensure that your, and their, safety is of paramount importance when working inside people’s homes in line with Government guidance.

We will continue to ensure that Worcester Accredited Installers are following these guidelines – an extension on Government guidelines currently in place regarding hygiene and distancing measures – so that our installers are doing everything in their power to protect you.

We ask that during any home visits that you also exercise the highest possible level of safety, including social distancing from an installer, zero physical contact and ensuring they have a safe area to work in.

Due to the current climate we are extending the validation of your guarantee if your boiler was due a service between 5th November and 2nd December 2020 if you are a customer in England, 24th October and 9th November 2020 if you are a customer in Wales and 20th November and 11th December if you are a customer in Scotland. This will be extended by a period of up to two months.

We’re committed to supporting you through this period and will ensure we offer flexibility around servicing timescales.

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