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.
27th March 2020
As a valued customer, I wanted to keep you up to date with the important actions we are taking to protect our people, our customers and the public during the COVID-19 pandemic.
Further to the Prime Minister’s statement on the 23rd March, I can confirm that Metro Rod and Metro Plumb team members are government designated key workers.
At present, there is no impact on the delivery of the range of services our businesses offer and 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 are working tirelessly to keep Britain’s drains and water flowing.
We are working closely with critical establishments in particular, ensuring they can continue to deliver the vital public services that they are providing. We are also on standby to offer our services to support the most vulnerable communities.
Health & Safety
As ever, our top priority is Health and Safety. Our Health & Safety team based in our Macclesfield Support Centre 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.
You may be reassured to know that our engineers are now carrying self-screening forms and these are available on request at any location. Additionally, as part of their current risk assessment, all our engineers will establish if anyone at 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.
We have a robust contingency plan in place which is centrally managed by the business continuity team at our Macclesfield Support Centre. Over the last month, we have seamlessly transitioned the 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 to changes in the situation. We are providing ongoing advice to the full network of depots and we are utilising their local knowledge to adapt and strengthen all contingency plans.
We are continuing 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 during these extraordinary times.
I will, of course, continue to provide timely updates as the situation develops.