Covid-19 Coronavirus – Rossells Status

Covid-19 Coronavirus – Rossells Status

This information was last updated 22/5/2020

WE ARE OPEN

Our industry has been confirmed by the Home Office for Key Worker status during the Covid-19 pandemic, and so we will continue to provide our services in the interest of national security.

As a small but significant service business covering thousands of customers within the Leicestershire border, we’ve always had disaster plans in place to cover all identifiable eventualities. Below we’re highlighting the things that may affect you as a customer

Trade Counter
Our trade counter is open, however we recommend calling ahead to check the trade counter isn’t too busy. We’re only allowing two customers into the trade counter at any one time, and strict social distancing measures are in place to protect our staff and customers. Our couriers are offering an outstanding service for as little as £4, and most orders placed before 1pm will be delivered the next day.

Phone Calls
As all of our office staff are working remotely, there may be extended times before calls are answered, and please be understanding of background noises as our staff also support their families during this difficult period. If nobody is available to answer your call, please make use of the answerphone service that will be picked up by all members of our team as soon as they become available.

Support / Service Tickets
Got a question, or issue? As the engineers are not operating out of the office, there may be a delay in them answering your support questions. The quickest way to raise a support request is to email in via the standard channels and this will be sent directly out to our engineers.

Engineer Visits
Service, Reactive Maintenance and Installation engineers will no longer be office based to further isolate their social interactions. If we’re due to visit your premises, and you are required to self isolate, please contact us at the earliest opportunity. Our engineers have been through a Covid-19 awareness session to ensure they’re doing everything they can to protect themselves, and our customers during their time onsite. Venerable customers will be offered the alternative option of remote servicing, however Rossells cannot accept any responsibility for your insurance company not accepting this instead of a physical service. As our engineers are all BS7858 checked (includes DBS, Credit and References), many of our customers leave us to carry out installations whilst they are at work etc, so this may be a suitable solution for you.

Firmware / Software Updates
We have frozen all development on our systems to reduce the burden on our busy team during this period. This ensures update issues, and new feature bugs will not impact customer systems, potentially requiring unnecessary engineer call outs.

Surveys / Sales Enquiries
We are now attending surveys. We’re working through a backlog or requests, so please allow a little extra time for us to handle your enquiry. We’re applying careful sanitation rules during site visits and working as hard as we can to submit costs + confirm booked works.

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