Coronavirus partner statement

Message to partners 11 May 2020 

Dear Auto Windscreens community,

Auto Windscreens is committed to the wellbeing of our staff, customers and general public and are closely following guidance that has been issued by the UK government, NHS and regulated bodies.

Following the government announcement on the 10th May and the increased customer demand for our services we feel it is now the right time to reopen a number of our sites and recall additional resource into our call centre and network. 100% of our call centre and back office staff have the ability to remote work and will continue to work from home where it is possible for them to do so.

Our dedicated technicians have continued to operate a reduced mobile service throughout the past six weeks, following social distancing and safe work practices. We will continue to offer this service with additional resource in areas of high demand.

We will be reinforcing our safe working policies with returning staff, adding additional communications to customers via text messages, internet and social media as well as on front office calls.

Our Business Continuity Plans have been updated and we will now be moving to the following additional measures from 11/05/20.

We will:

  • Give base customers an exact appointment time and request them to arrive promptly
  • Enforce a ‘one in/one out’ policy in our waiting areas
  • Display clear signage at all sites to inform visitors of our policies
  • Maintain a daily cleansing system for all public and staff areas
  • Maintain a no contact hand over upon completion of the work and adhere to the two meters apart guidance
  • Provide hand washing/drying facilities for all visitors and staff in our sites
  • Ensure a safe distance policy is maintained in our workshops by adopting staggered start times for staff and allowing only one technician to work out of a single fitting hub

Our message to customers is available here, which includes mobile appointment measures too:

Customer COVID-19 message

We'll keep in touch if things change. Please stay safe and look after one another.

Best wishes
James Reynolds
Commercial and Sales Director, Auto Windscreens

Business continuity plans for fitting hub and mobile appointments

Our business continuity plans for a Pandemic have been updated and we have now moved to the following measures from 11/05/2020:

Fitting hub appointments - 

  • Give base customers an exact appointment time and request them to arrive promptly
  • Enforce a ‘one in/one out’ policy in our waiting areas
  • Display clear signage at all sites to inform visitors of our policies
  • Maintain a daily cleansing system for all public and staff areas
  • Maintain a no contact hand over upon completion of the work and adhere to the two meters apart guidance
  • Provide hand washing/drying facilities for all visitors and staff in our sites
  • Ensure a safe distance policy is maintained in our workshops by adopting staggered start times for staff and allowing only one technician to work out of a single fitting hub

Mobile appointments -

  • Call centre staff will inform customers on initial call to expect instructions via email
  • Customers will receive a text message at 16:00 the day before their appointment with a link to our customer coronavirus message on the website
  • Customers are called prior to arrival by our technician
  • Technicians are advised to regularly wash their hands and ensure they wear nitrile gloves whilst working on vehicle
  • Technicians will not ask customers to leave their homes or meet at the AW vehicle
  • Technicians are advised to adhere to social distancing recommendations, and will keep a distance of over 2 meters between themselves and the customer at all times
  • Technicians will avoid unnecessary contact with the customer. On completion of the job, they will ask if the customer is satisfied with their work and sign the computer tablet on behalf of the customer. They will NOT pass the tablet to the customer for either a survey or their signature
  • Existing and new customers will be kept informed of the ongoing situation and any changes via email

 

Measures currently in place for Auto Windscreens staff

  • All front and back office staff able to work from home are doing so
  • Additional equipment and mobile devices have been deployed to enable more staff to work from home
  • Information and advice has been provided for staff to recognise symptoms of the coronavirus and when to self-isolate
  • We are observing recommendations for social distancing in offices for staff by increasing home working and utilising unused office space
  • Staff sickness, downtime levels and forecasts for the coming day/week/month are being monitored daily
  • Daily updates are being communicated via Intranet and email to all staff with the latest information received from Public Health England
  • Customers are receiving text messages asking them to let us know if they are affected by the coronavirus so we can delay their appointment if appropriate
  • Advice from Public Health England is displayed on site
  • Conference calls/video calls are encouraged with customers, suppliers and internal teams rather than face to face meetings
  • All suppliers and dealerships have been requested to share their plans and BCP

If you have any questions, please don't hesitate to contact our sales support team via salessupport@autowindscreens.co.uk or 01246 216312.

 

Our message to customers

Customer coronavirus message