Covid-19 Update. Information & Guidelines

Monday, 4th May, 2020

As a business which has been designated as ‘Non Essential Retail’ it would appear that we are in a position to recommence trading from 1st June 2020.

As we prepare to re-open our business we must remain vigilant for the protection of our staff and customers during the ongoing restrictions required of us all as we work through the current situation.

We have to adapt the way we operate which will require a significant change of routine and procedures in how we serve you, our customers, and undertake our duties as staff members.

As a predominantly face to face business this will present some specific challenges but fundamentally we will operate in the same manner that we all have become accustomed to whilst shopping at the required social distance during the lockdown period.

We will operate wherever possible and in the vast majority of cases on an appointment basis. This is especially crucial as we work through the service backlog built up from the last number of weeks.

In order to maintain social distancing compliance it is essential we control the number of customers and staff on site at any given time. In this regard please ensure you only arrive with your vehicle for service or repair by appointment only and at the time we have arranged in advance. 

We will endevour to complete any service or repair work on a while you wait basis to further limit the unneccesary return to collect. We can achieve this in a short time frame by upscaling the number of people able to work on each vehicle whilst maintaining social distancing. In this regard it is essential that we operate on an appointment only basis. 

Please read through the new procedures below, which we’ve put in place to protect staff and customers alike.

OPENING HOURS  

Sales Office. Mon - Sat 9am - 5pm Appointment Only.

Workshop. Mon - Fri 9am - 5pm Appointment Only.

Closed Sunday’s

We are unable to accept vehicles for service/repair drop off or collections on weekends as our weekend staff numbers are lower.

We will ensure customers can retain their personal space at all times on our premises. Hand sanitising will be provided and we urge all customers to ensure they use it.

SALES & PARTS COUNTER

  • We will be asking that a 2-metre gap be observed at all times between colleagues, and between colleagues and customers.

  • All caravans and motorhomes will be sanitised after each individual viewing. All vehicles will remain locked and will be available to view by request, enabling us to ensure each vehicle receives the necessary sanitisation.

  • A perspex screen is in place in our service reception area to ensure safe distancing. We would ask for customers to let us obtain any parts they require in favour of browsing to further ensure social distancing measures are maintained.

  • The sales desks will be fully cleaned and sanitised after each appointment.

  • A ‘look don't touch’ philosophy whilst inside the motorhomes and caravans will be promoted.

  • Please wherever possible make an advance appointment should you wish to view a specific vehicle. 

SALES HANDOVERS

  • All caravans and motorhomes will receive a full valet, which will include full sanitisation of all surfaces, lockers, doors and handles. 

  • We will continue to offer a handover on a personal basis if requested obviously maintaining social distancing at all times. We would prefer however to offer handover on a talk through basis.

  • Alternatively, customers will be given the option to collect without a handover and return later for a full working demonstration when restrictions are sufficiently relaxed.

  • Balance payments to be made by bank transfer only.

  • Where possible, we would ask that contactless or card payment is used rather than cash. Our contactless limit has now been raised to £45.

SERVICING AND WARRANTY 

  • If you had an existing booking that was postponed during the lockdown period we will be in contact to reschedule your booking directly. There is no need to make contact with us. We will rebook customers in the order of their original bookings. All customers will be telephoned in advance of their scheduled appointment to confirm attendance and to discuss the scheduled jobs.
  • We will outline our current health and safety processes in this phone call.

  • After the phone call an email will be sent to confirm all jobs that are to be carried out, along with our new working procedures.

  • A perspex screen is in place in our service reception area to ensure safe distancing. 

  • Upon arrival, please remain in your car if towing a caravan, a member of staff will welcome you. Please ensure your caravan keys are left inside the caravan entrance door. If arriving in a motorhome again please remain in your vehicle, a member of staff will guide you to a safe parking space.

  • We ask that all customers please arrive as close to their appointment time as possible. This will help us limit the number of customers on the premises at any time.

SERVICING AND WARRANTY COLLECTION

  • On arrival and respecting social distancing, please inform a member of the team of your arrival and we will then arrange for the caravan to be hooked to your car for collection.

  • Where possible, we would ask that contactless or card payment is used rather than cash. Our contactless limit has now been raised to £45. Service invoices above this amount can be processed from the card details by telephone or verbally.

We appreciate your cooperation at this challenging time. We will continue to monitor the changing situation and amend our new policies and procedures accordingly as and when needed.

As a business we are not alone in introducing strict social distancing measures. We appreciate the change of routine and inconvenience will be frustrating but ask for you to work with us during this challanging time.

Please do not ask or expect any member of staff to deviate from the above measures which are there for one reason only. Everyone's health and safety.