Dear Customers

Coronavirus - Information for Customers

We are working hard to keep people moving during the Coronavirus pandemic whilst following the Government advice and keeping our staff and customers as safe as possible. To allow us to start to provide our services once again we are asking all clients to adhere to the following advice so that we can complete your removal without putting anyone at unnecessary risk.

1. All surveys will be carried out virtually wherever possible. If this cannot happen then one person will visit your home. Please read the below information as it will apply to both surveys and removals/deliveries.

2. The following people must not be present on the day(s) of the survey/removal and must request someone else to be there on their behalf. If this is not possible please contact us to discuss other arrangements as soon as you can:

• Anyone who is unwell and has symptoms of Coronavirus or is self isolating due to having symptoms. • Anyone who is “shielding” due to being extremely vulnerable on medical grounds. • We would also advise that anyone who is “self isolating” e.g. due to being over 70 years of age should not be present, but if this is not possible they could stay in another room to staff.

1. Before the crew arrive clean hard and frequently touched surfaces such as worktops, door handles, handrails, wood/metal/plastic furniture with an antibacterial detergent. This applies to both the property you are moving out of and into. (Ensure that the household has been cleaned according to the GOV guidelines if someone in the household has had Coronavirus).

2. Prior to the crew arriving open windows to allow ventilation and open internal doors to minimise staff having to touch door handles.

3. Make a hand washing area available for staff. If possible, this should be a separate area to the one you are using e.g. you use bathroom sink, staff use kitchen sink.

4. Pets must not be present at the address. If it not possible to move them elsewhere then they must not be free roaming and should not be in the same room as where staff are working.

5. Label your goods as clearly as possible so that staff can deliver it into the right rooms at your new address with minimal contact with yourself.

6. To support “social distancing” we ask you to keep 2 metres away from our crew and where possible be in a different room to where the crew are working.

7. Staff will bring their own food and drink, please don’t be offended if they can’t accept a cup of tea from you but they would be grateful if you can accommodate them if they need to plug in a kettle, for example.

8. Put used personal waste such as used tissues into a tied up rubbish bag. Staff will put their used waste in a bin bag of their own and will dispose of this at our depot.

9. Wherever possible we will schedule the same staff and vehicles to attend your household for the duration of the work carried out. Staff will wear clean uniform every day.

10. We aim to exchange all paperwork electronically where possible. If this is a problem, let us know and we will work around it.

11. Staff will be following the two metre rule wherever possible and have risk assessments in place which have been informed by government guidance. Please do not be alarmed at the absence of PPE, however you may see face coverings being used when crews have to inevitably break the 2 metre rule. The new guidance states: “When managing the risk of COVID-19, additional PPE beyond what you usually wear is not beneficial. This is because COVID-19 is a different type of risk to the risks you normally face in a workplace, and needs to be managed through social distancing, hygiene and fixed teams or partnering, not through the use of PPE.” The crew have been instructed to contact the management immediately if anyone becomes unwell during the removal or with any concerns regarding the above advice. We are doing everything we can to continue to provide the high level of service we pride ourselves on whilst working within the new guidance however these are changing on a daily basis so please understand that if the national risk level changes, we may have to adapt to any new guidance. We understand that this is a worrying time so if you have any questions please do not hesitate to contact me.