In line with the latest Government guidance to reduce the spread of COVID-19, we are constantly reviewing our policies to protect the health and safety of our workforce, customers and contractors. We fully support the need to for social distancing and to protect our vital NHS workforce, but we also believe we undertake essential emergency work in people's homes.
Therefore, we intend to keep visiting customers who are experiencing an emergency in their homes, whilst also remaining fully compliant with all the social distancing guidance.
The following guidance includes details on how CET Property Assurance is protecting the health and safety of our customers, contractors and employees.
Guidance for customers
For the safety and wellbeing of our customers and engineers, each time a customer calls to make a claim they will be asked the following:
"Is there anyone at your property who is in self-isolation with Coronavirus symptoms?"
When a claim has been logged, the policy holder will receive text message with their claim number, as well as a link to our dedicated Coronavirus Management webpage.
Our Contractors will also be required to contact the customer using their preferred telephone number before visiting the property for the first time. During this call, the policy holder will be asked the question again, to ensure that the dedicated engineer has the right equipment for their visit.
The policy holder will be contacted and asked this question for every subsequent visit to the property, as we are aware that circumstances may change. Please be assured that CET Property Assurance works closely with its Contractor Network to ensure that they have the appropriate equipment and protections to visit customers that are self-isolating.
When the Engineer is in your property
- If possible, please open windows to allow fresh air to circulate around the property
- Customers should adhere to the Government social distancing guidance of 2 metres at all times
- Ideally, you should wait in another room while the Engineer is working and until the work is complete
- If this is not possible, or you needs to come into close proximity with the Engineer, you should wear a face covering.
Guidance for contractors and engineers
All contractors have face-to-face contact with our customers. Therefore, it is important for the safety and wellbeing of our customers and contractors that the following guidance is followed:
- PPE must be worn for every home visit. The Engineer must be wearing their PPE before entering the customer's home.
- Before every visit to a customer’s property, you must contact the customer to ask: "Is there anyone at your property who is in self-isolation with Coronavirus symptoms?”.
- If the customer’s answer to the above is yes, you must notify CET immediately by emailing firstname.lastname@example.org. In your email, you must state: Your Name, company and contact number, The Customer's Name, Claim Number, Details of the conversation that you had with the customer and your decision on whether to attend the property or not. If you do decide to attend the property, full PPE to protect against the virus must be provided to your Engineer.
- Contractors shall ensure they make suitable arrangements to maintain similar hygiene standards as identified by the Government and advice from the Chief Medical Officer, including regular hand washing. As much as possible, your staff members should be provided with suitable supplies of soap/hand sanitiser and tissues.
- Contractors shall follow the guidance provided around self-isolation and notify CET immediately by emailing email@example.com if any of your employees begin to self-isolate or present with symptoms of Coronavirus.
- Contractors are requested to be vigilant when visiting policyholder properties and if they suspect a customer is suffering the effects of a virus then they should remove themselves from the property, make a call to their own manager or CET if they are a sole trader to seek further advice, at all times remaining calm and courteous to the policyholder.
If you require any further guidance, please contact your dedicated Regional Network Manager.
Guidance for employees
Following the latest Government advice, we are asking all employees that have the ability to work from home to do so. Equipment will be arranged for those employees who do not have their own devices. All of our employees who are able to do so are working from home, including our Home Emergency Service Centre teams and office-based Underground Services team.
Thanks to our investment in technology, including SIMPLIFi and Microsoft Teams, we have the ability to continue to deliver a great service to our customers throughout a social distancing period.
Managers and supervisors are responsible for ensuring their staff adhere to the guidance provided below and suitable consumable materials and facilities are available throughout until advised otherwise.
For those employees who are unable to work from home, appropriate measures have been taken in the workplace to ensure your safety and wellbeing. It is of paramount importance that you continue to follow best-practice and social distancing procedure, including regular hand washing and maintaining a health distance between yourself and your colleagues.
General virus control measures to be adopted include;
- Cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze.
- Put used tissues in the bin straight away
- Wash your hands with soap and water often – use hand sanitiser gel if soap and water are not available.
- Keep a minimum distance of 2 metres between yourself and a colleague
- Clean and disinfect frequently touched objects and surfaces
- Do not touch your eyes, nose or mouth if your hands are not clean