Coronavirus (COVID-19)
Information for our customers:
The safety and well-being of our customers and fellow colleagues is our number one priority, and this is more applicable than ever given the unprecedented situation the World now finds itself in with the progression of the Coronavirus outbreak. In response to the latest guidance from the World Health Organisation and the Goverment, we’ve implemented some policies to protect the wellbeing of all stakeholders.
Despite the disruption, Alto Energy will endeavour to continue to provide our best level of service and customer support. As more people are going to be spending time at home over the coming weeks and months, making sure your heat pump is in good working order and providing heating and hot water is more important than ever!
Our Policy for engineer appointments
If you are currently self-isolating, or suspect you might be suffering from Coronavirus, we ask that as a precaution you inform us at your earliest opportunity so that we can plan for the most suitable approach to your engineer visit. Each case will be treated on a case-by-case basis, but as a general approach we will apply the following steps:
Engineers that have any relevant symptoms have been instructed that they must self-isolate in accordance with the latest NHS guidelines
We are requesting that customers clear all working areas in advance of an engineer appointment
No handshakes on arrival, and customers will not be requested to sign the engineers’ electronic devices
We are requesting that customers keep a suitable distance between our engineer by staying in a separate room for the duration of the service.
Our engineers will carry personal protective equipment as well as carrying cleaning equipment in order to safeguard the working area
our policy FOR THE OFFICE & warehouse
We have always hosted our IT in the cloud. Our CRM system, our accounts system, our phones… everything is in the cloud. So with effect this week, all office workers that are able to work from home will be doing so, and will be fully functional with secure IT and telephone capabilities. Our aim is to use all this technology to our advantage and offer an uninterrupted service through these challenging times.
So all the usual office functions you expect from us - our sales team, our technical support team, our accounts team and our logistics team - will all be available on the phone as normal.
We will continue to man our warehouse, meaning that we will continue to be able to ship heat pumps and spare parts as normal.
We Need Your help!
This is a challenging time for all businesses, however knowing our customers like we do, we trust that by keeping calm and carrying on we will be able to navigate our way through this period with as much of a “business as usual” attitude as we possibly can, whilst also taking all of the necessary precautions to safeguard our colleagues and our customers.
This is a constantly evolving situation, however we appreciate that for our customers - and for us - it is really important that business carries on as close to normal as possible.