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Coronavirus: COVID-19

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Coronavirus: COVID-19

NAC Coronavirus Statement – 26th March 2020 (16:00 PM)

After many internal and external discussions throughout the last 24 hours, we have decided to reopen on Monday 30th March. Until yesterday, there was very little official government guidance on Tradespeople working in homes, what is essential, what should be carrying on and what shouldn’t and there have been heaps of opinions within trade forums so for a while, there were too many grey areas and question marks for us to be satisfied with keeping our staff at work.

The Government updated its guidance on Tradespeople visiting homes yesterday and made it very clear that this should continue. People, more-so now than ever will need refrigeration, cooking and laundry products in full working order so the justification in remaining closed is no longer apparent. The link for the government update is below:

Employed Engineers:

We have consulted with each and every employed engineer and asked for their feedback and opinions on returning to work now we have Government clarity on Tradespeople working in homes. We have invited all engineers back to work on Monday 30th March and offered the option of unpaid leave to those that would prefer not to be at work for the next few weeks. We will not be forcing any of our staff back to work.

Network (Self Employed) Engineers:

We have consulted with each and every network engineer and most confirmed that they were still working anyway. Those that weren’t, were happy to return on Monday 30th March. Again, in instances where a Network Engineer would prefer not to be at work, we will not be forcing them and when they are ready, they may return.

Call Centre:

Our Call Centre staff will be returning on Monday 30th March with the exception to those that need to remain home for childcare reasons. We have agreed flexible working with those that need to look after their children. Our Call Centre layout will be modified and staff will be adhering to the government and NHS guidelines in respect to spacing and hygiene.

Service Restrictions:

We will be completing all outstanding repairs and booking new repairs. We will not be able to book a ‘fit parts’ visit or a new repair visit if any of the following apply…

  • A Household is in Isolation due to symptoms of the Coronavirus
  • A Household member is in receipt of the NHS Vulnerable / High Risk Persons notice letter

If any of the above are applicable, the visit will be deferred to a later date. As per the latest government guidelines, the only exceptions to this is where we deem a repair to be an emergency. These will be specially managed and on a case by case basis.

Our Commitment to our customers:

We have had a Risk Assessment produced for all of our Employed Engineers that will be issued to each of them before they restart. We will also be issuing that Risk Assessment to all Network Engineers with advice that it should be followed and adhered to.

All employed engineers will be asked before they start work every day if they have any symptoms of the Coronavirus. Our Engineers are not permitted to work if they have any symptoms.

Our Service Visits must be in-line with the government and NHS criteria. In all instances, our customers will be asked to go in to a separate room while the Engineer is working. Customers will not be required to electronically sign the job cards or use the Engineers devices to make payments. Instead, payments can be made over the phone or customers will be asked to give card details to the Engineer verbally so he can type the details in to his device for payment.

Kind Regards

Adrian Welke

NAC Coronavirus Statement – 26th March 2020 (10:00 AM)

The Government updated its guidance on Tradespeople and visiting homes yesterday – Link below:

As such, we have decided to start consulting with our Employed and Self Employed Engineer Network about returning to work on Monday 30th March.

We would like to stress that the safety of our workforce and our customers are our number 1 priority and that’s why we are having this down-time while we work out how we go forward.

If we collectively decide to reopen, our Field Engineers will be given the option to return to work own Monday 30th March or stay at home until the 14th April. We will not force any of our Engineers to be at work so the likelihood is that we will reopen but at slightly reduced staff numbers.

We will post further updates in due course

Kind Regards

Adrian Welke

NAC Coronavirus Statement – 24th March 2020

In the interests of looking after our staff and customers, we have taken the decision to close temporarily as of immediate effect until Tuesday 14th April 2020.

Field Service Engineers (FSE’s) – Due to the nature of their work which involves attending numerous individual properties daily, we have made the decision to temporally suspend all visits to help protect the health and well-being of both our FSE’s and customers.

Call Centre – We have also closed our call-centre so we will not be taking any inbound enquiries, existing repair queries or booking new repairs. We will also be removing the Book Online functionality from our website from today.

Existing customers – We have made every effort to contact all of our customers with outstanding repairs this morning and throughout the day. Where we have been successful in making contact, visit dates have been rearranged to the 14th April and beyond where required. Whilst we appreciate that this news might not be what you wanted to hear, it’s only fair that we all respect the instruction of the Government and allow us time to make our individual efforts to contain the spread of the COVID-19 virus.

I sincerely apologise for any inconvenience caused and we will work tirelessly when we return to catch up and complete all outstanding repairs.

Kind Regards

Adrian Welke

NAC Coronavirus Statement – 21st March 2020

NAC would like to take this opportunity to reassure all of our customers that it’s still business as usual here at NAC Domestic Appliances Ltd.
We have put in place contingency plans to ensure minimal impact to our operations as the outbreak of Covid-19 continues to increase. At this time our offices currently remain open, and we are taking extra precautions to reduce the risk of infection within our own team. Measures have been put in place to ensure our team are working safely and we are adhering to the latest government guidance.
As a business we are committed to taking every step we can to minimise the risk to our employees, customers and partners.   We are still taking meetings, but where face-to-face meetings are not possible or necessary we are using audio and video conferencing technology to facilitate.
Our internal and external teams are fully operational working both in the office and remotely. Any staff with underlying health conditions or living with someone that falls within this category have been asked to work from home to minimise the risk of spreading the virus.
NAC is still fully operational and committed to supporting our new and existing customers. We are completing repairs that are currently in progress and that are already in the diary to be visited.  In addition, we are taking a high volume of inbound enquiries relating repairs and availability.

The guidance is constantly evolving, but we continue to monitor the situation on an ongoing basis during these challenging times and will notify you if our circumstances change.

The NAC team would like to wish you all a safe and healthy journey through this period of uncertainty. Should you have any questions or concerns about our services, please don’t hesitate to contact us.

Kind Regards

Adrian Welke

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What our happy customers are saying
"Daniel was an excellent employee. He was friendly helpful and informative about our appliance. Your service was great and we will certainly recommend and use you in the future. "
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"Excellent speedy service, Neil was very professional & fixed our oven in no time, definitely recommend!! "
Melanie Irwin - 03/04/2019
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