Covid-19 FAQ

Returning to work – Health & Safety Surrounding Coronavirus

When will you be returning to work?
• We will be returning to work on Tuesday 2nd June for residential customers and installations. We have put into place new systems, ways of working and guidelines which both us and our customers will need to follow.
• Initially we will have reduced number of appointment slots as we learn to work under new guidelines, and endeavour to catch up with our backlog of installations. Whilst we understand this must be frustrating, it is for everyone’s safety and we hope with many now able to work from home this will allow for a degree of flexibility.
• Our survey appointments will be with 1 member of staff and we ask that where possible, only 1/2 members of the household are present for your home appointment to reduce risk and help maintain a 2m distance.
• Our installation appointments usually only require 1 member of staff. However, on occasion 2 staff members will work together. In this instance, these will be a fixed team in order to minimise risk.

How can I book an appointment?
• You can book appointments via telephone (if we are unable to answer, please do leave a message and one of the team will get back to you), via our online ‘contact us’ form or via our Facebook page.
• We ask where possible, customers provide us with estimated sizes of their windows and the type of product sought (if known). This will allow us to give you an idea of the costs involved prior to a home visit.
• We encourage customers to be in a position to proceed with an order at your appointment, thereby reducing unnecessary exposure and risk. We understand this is not always possible and respect that consideration time and consultation with others may need to be sought before confirming.
• Our home appointment service will continue as before, operating on open slots AM (9am – 1pm) and a PM (1pm – 5pm). However, please bear with us as we may need more time between appointments to ensure safety guidelines are met and that tools and equipment can be cleaned.

Shop appointments, how will they work?
• Our Showroom will initially remain closed.
• We expect to reintroduce structured appointments only over the coming weeks. These appointments will be conducted by 1 member of staff and a maximum of 2 customers. Customers will be asked to use hand sanitiser and disposable gloves for viewing samples and were possible face masks.

• Customers who have a pre-booked appointment will have priority over those who may just turn up
• We ask customers to refrain from bringing young children to the shop.
• Cleaning and sanitizing will be completed following each customer appointment.

Who cannot book an appointment?
We will not provide a home appointment for anyone that is any of the following:
• Classed as being ‘at risk or vulnerable’
• Anyone self-isolating
• Anyone who has shown symptoms of coronavirus within the last 14 days
• Anyone that has travelled outside of the UK and returned within the last 14 days
• Likewise, if any of our staff show symptoms, we may have to reschedule your appointment.

How will we keep safe during a home measuring appointment?
• We will ask customers to maintain a 2m social distance.
• We will use hand sanitiser before and after your appointment. The team will be happy to wash hands upon entering your property if preferred.
• We will have protective masks to use in instances where the 2m social distance isn’t possible to maintain or if one/both parties are more comfortable with this action.
• We will have protective disposable gloves for both staff and customers wanting to view samples.
• We ask that customers can remove any items from windowsills and that windows are easy to access with any furniture etc. moved beforehand where possible.
• We ask that all interior doors are opened to avoid unnecessary contact with handles and windows in the working room be opened where possible to ventilate the space. If a room can be ventilated prior to our arrival this will help.

Can I look at and touch samples?
• We are hoping to have a clearer understanding of your preferred products and requirements before visiting your home. This will allow us to reduce the number of samples brought into the home thus reducing the risk associated with moving them between households.
• We will ask that your hands are washed or sanitised prior to looking at samples, or that you use protective disposable gloves provided by us.
• Samples will be cleaned between appointments also.

How long will my order take to be manufactured?
• We work with a fantastic team at Ace Blinds and our wider suppliers. As a part of the lockdown, our manufacturing partners also closed and are now working through a backlog of orders.
• We estimate that a current turnaround of approx. 3 weeks is likely, however, extensions to this in the term may be unavoidable. Customers will be notified of any delays.

Returning to install your blinds
• We will continue to provide our installation services, following government guidelines and safety procedures.
• The first and ideal option for an installation would be for customers to leave their home whilst an installation is carried out. This would allow free movement throughout the property as required without the need for maintaining a 2m social distance.
• Where this is not possible or considered appropriate by the customer, we request that customers stay in a separate room to where an installation is taking place or maintaining the 2m distance.
• We will have protective masks to use in instances where the 2m social distance is not possible to maintain or if one/both parties are more comfortable with this action.
• We will sanitize our hands before and after your installation. The team will be happy to wash hands if preferred.
• We will have protective disposable gloves if needed.
• We ask that customers can remove any items from windowsills and that windows are easy to access with any furniture etc. moved beforehand where possible.
• We ask that all interior doors are opened to avoid unnecessary contact with handles and windows in the working room be opened where possible to ventilate the space. If a room can be ventilated prior to our arrival this will help.
• Where possible, we request customers make payment in full for their order via bank transfer either prior to or during our visit to avoid unnecessary use of card machine/ cash handling.
• Our vehicles, tools and equipment will be cleaned between all appointments.