In this rapidly changing situation, we're constantly implementing new practices to keep our staff and our customers safe. We're also planning ways to safely reopen our showrooms so that we can get back to providing essential mobility aids in store as soon as possible, and we're working hard to reintroduce the additional services that help our customers make the most of their equipment. Some of the changes we've made are significant, so we thought it best to detail them below. And as always, please do get in touch with any further questions.
The health and wellbeing of our staff and customers is our number one priority. While a return to normal business appears to be a long way off, we are still busy preparing to welcome customers back into our showrooms in the future. We have enlisted the services of a professional company to deep clean and disinfect all of our UK showrooms using specialised equipment and methods. When our showrooms do reopen, every store will have 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. And all stores will also be 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.
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.
Please note: Our courier partners are experiencing delays due to an unusually high volume of parcels, which might mean your delivery doesn't reach you as quickly as we'd like. If you have any questions about the status of your order, please call our team on 0333 015 5000.
All deliveries are now 'doorstep deliveries'. Our Engineered Delivery & Installation service can still be added to your order, but we won't be scheduling a time and date for these until further notice. This way, we can ensure that all our customers are 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.
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 Hygiene category, which includes essentials like hand sanitiser gel and other washing and hygiene products. You'll also find our new Comfort at Home category which includes riser recliners, exercise equipment, walking aids and plenty more to keep you comfortable, active and healthy at home.
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.
We've made some big changes to make sure our customers are still able to find the mobility equipment they need.
We understand that it's frustrating that you aren't able to visit our showrooms in order to try out products before purchasing. This is a very important part of finding the mobility equipment that works for you, so we hope that changes to government guidance mean we can reopen our showrooms soon. And we also know that many of our customers who might struggle to set up their new product would rely on our Engineered Delivery & Installation service. Unfortunately, these measures must be in place for now to minimise risk to our staff and customers and to keep everybody safe.
But 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!