COVID-19

How we’re supporting our customers and employees

Covid-19 is affecting everyone – but we can get through it if we all support each other. Looking after our customers and employees is our top priority. So, we’ll be working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.

We recognise the increased uncertainty that coronavirus is causing, and we also know that the heating industry has an important role to play; people still need heating and hot water. We are following government guidelines and recommendations closely.

Contacting us during the outbreak

Our contact centre staff will need to focus on helping vulnerable customers and dealing with emergencies so please bear with us. If you want us to get back to you but your enquiry is non urgent please send an email to service@ferroli.com and we will do our best to get back to you within 24 hours.

If you have an emergency and need to book an engineer visit call: 0330 205 0005. We ask that you advise us if you, or anyone else in the property, are self-isolating or have symptoms of coronavirus so that we can take the best approach to help you.

Frequently asked questions

How is Ferroli keeping customers safe during engineer visits?

 

A: When you book an engineer appointment, we’ll ask you if:

  • You or anyone in your family or business has been diagnosed with Covid-19?
  • You or anyone in your family of business has been advised to self-isolate?
  • Anyone in your business or sites related to your business is at higher risk – i.e. over 70, diabetic etc?

If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next. We’ll prioritise emergencies and we may need to postpone non-urgent visits, like annual services, to a later date – don’t worry, this won’t affect your policy or warranty

Our engineers will also call you on the day of your appointment and ask the same set of questions, just in case anything has changed since you booked.

When an engineer does visit a customer’s home or business, they’ll take additional precautions – including keeping a safe distance from occupants, using gloves and antibacterial wipes, hand-washing – before, during and after the appointment. They’ll protect you by keeping a safe distance at all times – and we ask that you do the same.

What if I think I might have Covid-19 but I have a heating / hot water emergency?

A: We’re working really hard to help vulnerable customers and prioritise emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions.

Call us on 0330 205 0005 or email service@ferroli.com and we’ll find a way to help.

Our thoughts are with everyone who has been affected by the coronavirus outbreak.

These are unprecedented times, and the information and guidelines we get from government are changing daily. We are following these guidelines and recommendations closely, as well as implementing our own practices and procedures to reduce risk.

If you are a householder:

We are taking the following steps to keep you and our engineers safe, and to continue to attend essential jobs where customers are vulnerable, are key workers or have no heating and hot water, providing they are not self-isolating or displaying Coronavirus symptoms.

We will not be carrying out annual services or non-urgent repairs.

It is important that we look after our vulnerable customers and those without heating and hot water whilst still putting the health and safety of our employees as our top priority. If your boiler is under warranty, we will offer flexibility around servicing timescales during this time so that if your boiler’s service is delayed, your warranty remains valid.

When an engineer does visit your home, they’ll take additional precautions – including keeping a safe distance from occupants, using gloves and antibacterial wipes, hand-washing – before, during and after the appointment. They’ll protect you by keeping a safe distance at all times – and we ask that you do the same.

 

If you are an installer or engineer:

We will do all we can to support you and your business during this difficult time. Engineer support – we are prioritising repairs over servicing to ensure we can support your most vulnerable customers and key workers. If a boiler is under warranty, we will offer flexibility around servicing timescales during this time so that if a boiler’s service is delayed, the warranty remains valid.

Training – Our training centres will be closed until further notice. If you have booked to attend a training course, we will contact you to cancel.

A supply of boilers and Ferroli Parts should be available from your local merchants.

If you are a member of the Ferroli loyalty scheme we are switching off the Service Reminder function so that homeowners don’t feel pressured into arranging for an installer to visit to carry out an annual service. We will backdate this function when the country’s isolation period comes to an end. Boiler warranties will not be affected by the delay, as long as a service is carried out within a reasonable time once the isolation period has ended.

We will not be carrying out annual services or non-urgent repairs.

It is important that we look after our vulnerable customers and those without heating and hot water whilst still putting the health and safety of our employees as our top priority.

We ask that our engineers call customers on the day of a visit and ask the following set of questions, just in case anything has changed since the booking was made.

  • You or anyone in your family or business has been diagnosed with Covid-19?
  • You or anyone in your family of business has been advised to self-isolate?
  • Anyone in your business or sites related to your business is at higher risk – i.e. over 70, diabetic etc?

If the answer is ‘yes’ to any of these questions, we’ll work with you to assess the situation a before deciding what to do next.

When you do visit a customers home or business we ask that you take additional precautions – including keeping a safe distance from occupants, using gloves and antibacterial wipes, hand-washing – before, during and after the appointment. Protect our customers and yourself  by keeping a safe distance at all times – and we ask our customers to do the same.

We will continue to monitor the Government advice and take appropriate action.