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IconCOVID-19 update: Some of our UK showrooms are closed. Our Glasgow and Cardiff showrooms are open and deliveries are continuing as normal. Find out more

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Coronavirus Response: Latest updates
and the measures in place to keep our staff
and customers safe

Updated as of 5th November 2020

Please note: CareCo Glasgow and CareCo Cardiff remain open as per local guidelines.

As a result of the latest restrictions, we've taken the difficult decision to close some of our UK stores until Thursday 3rd December.

This is extremely disappointing to everyone here who has worked so hard to keep our showrooms COVID secure, but it is necessary. Keeping our people safe must always be our top priority.

Just as earlier this year, these lockdown measures make our worlds smaller by asking us all to spend more time indoors, and we are reminded again of just how important a mobility aid can be. For those with a health condition affecting their mobility, a riser recliner, wheelchair or walking aid can make all the difference when it comes to staying active, independent and comfortable during lockdown.

So, while our stores are closed, customers can still shop online or over the phone. The significant changes we made to our ways of working earlier in the year are still very much in place, which means the fantastic teams manning the phones, managing our warehouses and making those deliveries can keep doing what they do best - helping you to get the mobility products that make a difference to your quality of life. We heard from many of you about the brilliant job our teams did earlier this year, and we know that over the coming weeks they will rise to the challenge once again.

Have a question about orders, deliveries or repairs? We might have answered it here.

Things we've put in place

Measures in Place for Our Showrooms, Workplaces & Warehouses

Changes to Our Delivery Processes

Helping Our Customers Find What They Need

Supporting Care Homes, Hospitals and the NHS

Feedback From Our Customers

Measures in Place for Our Showrooms, Workplaces & Warehouses

Measures

The health and wellbeing of our staff and customers is our number one priority. Before reopening our showrooms, we enlisted the services of a professional company to deep clean and disinfect each store using specialised equipment and methods. Every showroom now has additional measures in place to ensure compliance with social distancing guidelines, as well as a supply of hand sanitiser and face masks for customers and staff. All stores have also been provided with a non-contact infrared forehead thermometer to monitor the temperature of our staff.

Our head office and warehouses are running as close to normal as possible, ensuring customers can place their orders, receive their products on time and get in touch with any queries. As well as carrying out a deep clean of all areas, we have also implemented strict social distancing measures based on government advice.

This includes:
Regular reminders about the importance of washing hands for at least 20 seconds
Providing hand sanitiser and disinfectant wipes
Extra cleaning of high-contact areas and communal spaces
Providing protective gloves for all staff
Floor markings in key areas

We will review these guidelines regularly and implement additional measures wherever necessary.

Changes to Our Delivery Processes

Delivery

Our Engineered Delivery & Installation service is once again available to be purchased with your order. Details on the changes to our Engineered Delivery & Installation service will be provided when we get in touch to arrange your delivery. With these changes, we can ensure that all our customers are still able to get hold of the mobility aids they need to live comfortably during this time without putting anyone at risk.

We have asked all drivers to make sure they comply with social distancing advice by standing at least two metres away during deliveries. All delivery drivers have been supplied with PPE including gloves and masks,as well as hand sanitiser and disinfectant wipes. And all vehicles are deep cleaned before and after every shift, with extra care given to high touch areas.

We have also been assured by our courier partners that all drivers will maintain a two metre distance after placing your parcel at your doorway. They will take a photo of the parcel with your door open as proof of delivery (you do not need to be in the photo). If you are self-isolating, please put a signed note on your door with instructions for the driver.

If you need any assistance with your new mobility equipment, please give our team a call on 0333 015 5000.
Our Maintenance Guides also contain useful tips for assembling and looking after your mobility aids.

Helping Our Customers Find What They Need

Customer

The current situation has posed some very specific challenges for those of you living with limited mobility, as well as those who are caregivers for vulnerable people. With the increased focus on health and hygiene, and the necessity to spend the vast majority of time at home, we made some changes to our website to help customers find exactly what they need as quickly as possible.

In the navigation bar on our website you'll see our Essential PPE category. This is where you'll find everything you need to stay safe and help stop the spread, from face masks and hand sanitiser to our Hygiene Hook, the no-touch tool which limits your exposure to germs while you're out and about.

Supporting Care Homes, Hospitals and the NHS

Supporting Care homes

We've always been proud supporters of charities and initiatives that help the wider community. And in these unprecedented times, we know that as a healthcare and mobility brand we are uniquely placed to do even more for the most vulnerable. Over the past few weeks, we have made donations of hand sanitiser to local care homes and hospitals, and we are in the process of planning ways to help local businesses stay safe and hygienic when they reopen.

And, of course, we're so grateful to NHS workers, care home staff and residential carers across the UK who are working extremely hard under difficult circumstances to keep us all safe and well.

Feedback From Our Customers

Reviews

We've made some big changes to make sure our customers are still able to find the mobility equipment they need.

Closing our showrooms is never an easy thing to do. Our customers tell us that trying our products in a showroom is a huge part of finding out what really works for them in a mobility aid, so we know just how frustrating it is for you. But just as we did earlier this year, we will work incredibly hard to reopen safely as soon as we can.

Thanks to the hard work of our head office staff and delivery drivers, we've had a lot of positive messages from customers about the changes we've had to put in place. It's always lovely to get this feedback. It really helps to keep us working hard to get mobility equipment out to our customers safely and as quickly as possible, so thank you if you've been in touch over the last few weeks!

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Careco UK Limited , Hubert Road, Brentwood, Essex, CM14 4JE, is an appointed representative of Mark Bates
Ltd t/a Premier Care, Premier House, Londonthorpe Road, Grantham, Lincs, NG31 9SN who are authorised
and regulated by the Financial Conduct Authority. Number: 308390.
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