We are fully committed to servicing all customers in the current circumstances. Our engineers are working hard 24/7 to support all domestic and commercial customers.
17th November 2020
As a valued customer, I wanted to keep you up to date with the important actions we continue to take to protect our people, our customers and the public as we face a second national lockdown.
I can confirm that Metro Rod and Metro Plumb team members are government-designated Critical Workers and there is no impact on the delivery of the range of services our businesses offer. We are absolutely committed to doing everything we can to support our customers and communities.
As you may be aware, we have more than 450 engineers located in nearly 50 separate depots around the country and we continue to work tirelessly to keep Britain’s drains and water flowing. We are working closely with all our customers to ensure those who can open, continue to keep their business running smoothly and deliver vital public services. For those who are unable to open from Thursday, we are supporting them to ensure a safe and successful re-opening when the time comes. We are also here to provide services for those people at home, whether elderly, vulnerable or in self-isolation.
Health & Safety
As ever, our top priority is Health and Safety. When working in your business or home, our engineers will always maintain a social distance, clean down any surfaces they touch and always wear a face mask when in an enclosed space. We have also removed the need for signatures when on-site and replaced this with photographs to prove our attendance and the work carried out.
You may be reassured to know that our engineers are now using a combination of the track and trace app and carrying self-screening forms which are available on request at any location. Additionally, as part of their current risk assessment, all our engineers will establish if anyone at the site is either in self-isolation or has contracted Coronavirus. If this is the case, then we have procedures in place that allow work to take place but that limit the Health & Safety risks to our engineers and customers.
Our Health & Safety team is actively monitoring and communicating guidance from the government and all relevant authorities, as well as providing pragmatic and practical advice to our national network of depots and engineers.
Our call centre agents are asking a series of careful screening questions regarding each site before we dispatch an engineer. We ask that where possible, National Account Customers also triage customer calls before passing a job to us so that we have a clear understanding of the situation on-site before visiting.
We have a robust contingency plan in place which is centrally managed by the business continuity team. Following the last national lockdown, we have seamlessly transitioned our Macclesfield Support Centre operations to a fully remote business without any disruption. Our team continue to communicate daily to monitor and assess developments.
A Networked Approach
Metro Rod’s franchise business model allows us to adapt quickly. We continue to operate as usual, providing nationwide cover for drainage, plumbing and pump services. The systems we use to run our business are completely cloud-based, from telephones and our works management system to our finance software and customer reporting tools, so customers can continue to place jobs in the usual way.
Our Commitment to Maintaining the Highest Quality Service
We are totally focused on ensuring we do as much as we can to protect our colleagues, customers and the public during this pandemic and also providing the best customer service we can in these very challenging circumstances.
If you have any specific questions relating to the impact of the Coronavirus or any other element of our Health & Safety procedures, please don’t hesitate to contact me directly: [email protected].
I would like to close this statement by thanking all of my colleagues, our franchisees and customers for their dedication, cooperation and support and also reassure you that at Metro Rod and Metro Plumb continues to operate 24 hours a day, 7 days a week, 365 days a year.