COVID 19 Update

Last updated 03/06/2020

Domex Covid-19 Response Infographic

In light of the current outbreak of the coronavirus (COVID 19), we wanted to let you know what Domex are doing to combat the risk of catching or transmitting the virus.

We also wanted to provide reassurance of our commitment to getting your repair carried out and to safeguarding your health and well-being.

To do this, we have compiled a list of FAQs (frequently asked questions and answers)

Are Domex following the official guidelines?

Absolutely, we are continually monitoring advice given by the UK government and Public Health England and making appropriate changes to our business practices as needed.

Are you visiting customers who have the coronavirus or symptoms?

As part of our booking process, we ask customers if anyone in the household is self-isolating.  If so, we arrange visits according to government guidelines.

We also send a text at point of booking advising them to call us if their situation changes, therefore ensuring that we are not visiting affected households.

Our customers have been great by letting us know if any in their household is displaying symptoms and we are very grateful for that.

Do engineers wear face masks?

According to the latest Government advice published 11/05/2020, “Wearing a face covering is optional and is not required by law, including in the workplace.” (Working safely during coronavirus COVID-19 in other people’s homes Guidance – point 6)

However, we have provided a limited number of face masks (due to a global shortage) to our field engineers. If you insist on your engineers wearing one during their visit, please let us know in advance.

More importantly we have equipped all our engineers with hand sanitiser, plastic overshoes and latex gloves and they are advised to wash hands as frequently as possible. So please offer and/or allow them to do so at your home. 

Please be aware that some engineers prefer to thoroughly sanitise their hands prior to each visit. So if you don’t observe them washing their hands, rest assured that they are still following our precautionary measures.

What if I or someone in my home has the virus, suffers symptoms or is self-isolating?

Simple, please call us as soon as you know and we will rearrange the appointment to a new date and time, there are no penalties or cancellation charges for doing so.

I am social distancing but need an engineer visit

That is great news, and certainly follows government guidelines. Please be unsociable and distance yourself from our engineer with a minimum of 2 metre distance at all times! 

In addition, where possible open all doors leading to the room where your appliance is so that the engineer doesn’t have to touch any door handles.

Weather permitting, we encourage you to open as many windows as you can to allow for fresher air.

Lastly, they won’t be offended if you don’t offer them a cup of tea either.

How do you know if your engineer is free of the virus or symptoms?

All engineers are to report in the morning should they feel unwell including but not limiting to showing COVID-19 symptoms.

In the event an engineer or someone in their household displays symptoms or is poorly with flu like symptoms, they are automatically asked to self-isolate as per government and Public Health England guidelines.

Engineers who display COVID-19 symptoms are booked for a test. If result is negative, they are allowed to work. Else, we sign them off to self-isolate according to the government guidelines.

What if I have a question not listed?

We would love to hear from you, so please feel free to call 0203 540 7711 and speak to one of our lovely friendly advisors.

What do Domex ask of you, our valued customers?

We just ask for patience and understanding. Every single Domexican (Domex employee) whether in the office or field is committed to helping you and providing the best possible customer service and experience. However, these are not ordinary times in which we live in, so please be patient and accept that repairs may be delayed out of circumstance and not because we want it to be.

In addition to continuing to provide your services, what are Domex doing to help the situation?

We provide an additional support to all NHS staff who live in our Coverage Area in the following form:

  1. Offer same day service for key appliance repairs
  2. Offer 10% discount of the cost of repair if the customer has to pay for the repair (outside warranty)

By doing so we’ll make sure they experience, minimal or no disruption in their personal lives so that they are fully rested to look after the rest of us, general public.

To learn more see our full article “Support for our NHS heroes”