COVID 19 Update

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 wellbeing.

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.

Do engineers wear face masks?

There is no legal requirement to provide engineers with face masks and all government and Public Health England advice suggests that they are not effective in combatting the coronavirus.

We have however, 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 or allow them to do so at your home. 

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! 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?

We are in daily communication with our engineers whether by phone calls, live web casts or our internal messenger system.

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