Covid-19 Notice for Customers 26 March 2020 (Updated 21 May 2020)
Open for Business and Supporting our Customers
To our lovely customers (and customers-to-be)
We are in an unprecedented situation with the Covid-19/Coronavirus Pandemic, but we want to reassure you that we are here to look after you and support you whenever you need us.
We know that stairlifts are an important essential for many people who rely on them to keep themselves safe and independent in their own homes. The Government too have recognised this and that’s why they have identified us as “Key Worker” status, which means we will continue to work to help and support you during any lockdown situation and throughout the pandemic. It means that we can also do our bit to help with hospital discharges making sure valuable NHS beds are freed up and people can come home from hospital to a secure and independent setting, back to the home they love.
The safety of our customers and our colleagues is, of course, our top priority and we have taken every possible step to ensure the safety of everyone whilst we work. This means changing our ways of work to protect everyone following the government’s safety guidelines.
One of the core values of our business is to be open and honest with our customers so we want to reassure you about all the measures we have put in place.
Customer Service Seamlessly Running Remotely
*Updated 21 May 2020*
Most of our customer service colleagues are continuing to work from home. You wouldn’t guess though! We use the latest technology for our computer systems and telephone systems, so we are all set up to seamlessly work from home and to carry on serving our customers.
When you need us, you can still simply call our office on 01249 814528 and we will be there for you. You can also want to use the webchat facility on our website or use Facebook Messenger or you can email our departments directly on:
Sales: [email protected]
Orders: [email protected]
Aftercare – routine repairs, servicing, parts: [email protected]
Our Customer Service Team operates Monday to Friday 8.30 am to 5 pm, however, you can still reach us out of these hours for urgent sales calls and breakdowns.
*Updated 21 May 2020*
Often if you have any queries about our products or buying a stairlift we can normally help and give you our expert advice over the telephone. However, if you are still unsure and would like to try one out for yourself we do have a showroom.
Whilst our showroom was closed during lockdown, we took the opportunity to re-decorate and finish off the renovations in our showroom. We have added a further 3 staircases in our showroom and it is all ready to welcome new visitors. We have now re-opened our showroom and if you wish to visit you must book an appointment beforehand so we can prepare for your visit.
Prior to your visit before coming, neither you nor a member of your household should be showing any symptoms of Covid-19. If you are please contact us to re-book for a future date.
Our showroom and premises are regularly cleaned to the highest of standards and we will be ready to welcome you for your visit. Our front door is now permanently locked in order to restrict access into the premises, so when you arrive please park outside and ring the doorbell to let us know you are here and we will open up, but need to maintain that 2m barrier to let you in!
We will ask you to sanitise your hands on entry into the building and we will use the sanitiser too. We will demonstrate the products at a distance, sanitise the products and then allow you to try them out for yourself. We’d normally offer you a refreshment too but unfortunately we won’t be able to offer this hospitality during the pandemic.
Sales, Installation and Maintenance of Lifts
*Updated 21 May 2020*
We are now providing our full range of services including quoting for new installations, fitting products for customers, repairing, servicing and removing products.
Survey visits can be done in person but if you prefer we are able to offer virtual surveys too. We have adapted to the ‘new normal’ and can offer sales visits via video calling through Zoom or WhatsApp. You can also send us pictures of your stairs via the webchat facility in the bottom right hand corner of our webpage, just click on there to start and let us see your stairs.
When we do come and visit you, the wellbeing of our customers and staff are of paramount importance to us, so we are taking some extra measures whenever we have face to face contact with you.
- We make sure our staff are well to come to work. All staff will follow the Government guidelines strictly regarding wellbeing and self-isolation.
- Before we arrive we will check that you or your household are not showing any Covid-19 symptoms and we are okay to attend
- When in your home we will work at a distance ensuring a safe 2+ metre barrier between us following social distancing guidelines.
- We will sanitise our hands before coming into your home, after we leave and probably during our visit too
- We will wear gloves
- We will wipe all surfaces we need to touch before and after we have touched them
We have been working in this new way since lockdown began in mid-March and have become experts in the new ways of working to help protect you and our staff following strict safety guidelines. For added peace of mind, we have a retained firm of qualified Health & Safety Consultants we have used and trusted for many years. They have risk assessed our every move, to ensure we are doing our upmost to protect our employees and the general public. All staff are briefed and trained on these risk assessments for strict compliance.
We hope that you find this reassuring, however, if you do have any concerns or questions, however big or small, we will be very happy to answer them for you.
Just to assure you once again that the wellbeing of our staff and customers are our main priority and we will be closely monitoring the situation as it develops to ensure we follow the current advice.
With our very best wishes
Coral & Colin