During these very testing times, we’d like to take the opportunity to explain the actions we have taken that allow us to remain open and demonstrate the safety measures we have put in place to ensure the safety of our customers, colleagues and the wider community.
As an exclusively online business with no physical stores, we are trying to adhere to the government guidelines and, indeed, support the Health Secretary’s recent statement that businesses should keep trading where possible "to keep the country running".
We understand these are very uncertain times, but we hope, with the following information, you will fully understand our decision to remain open and support the British public in any way we can.
DUTY TO OUR CUSTOMERS
We have a duty to those customers who are in the middle of a bathroom renovation or customers who need replacement products (like taps, showers, baths or toilets), to ensure hygiene is maintained in the home. Orders can be placed as normal and will be delivered to the usual timescales. However, all large item deliveries are now contactless, and our drivers will place orders at your front door before retreating to a safe distance. It is also worth noting that the majority of our deliveries are managed through Royal Mail and are delivered via the postal system.
If you have any questions or queries, we kindly ask that you contact us using our LiveChat facility which you’ll find on our website. Due to colleague protection measures, this function is being managed by homeworkers and remains the easiest and fastest way to contact us.
DUTY TO OUR COLLEAGUES
We have a duty to safeguard the health and wellbeing of our colleagues. Unlike some businesses, our staff remain fully employed and, of course, we take their wellbeing and financial security very seriously. Where at all possible, our colleagues are now working from home and, for those who aren’t able to do so, we have put the following measures in place to ensure safety:
• 2 metre distance observed at all times, including a rearranged office layout and phased access to public areas such as canteens
• Significantly increased cleaning and sanitising measures across all facilities
• In-bound deliveries significantly reduced and active social distancing enforced where delivery is essential
• We are asking all third-party suppliers to enforce similar standards to ensure all customers and colleagues are safeguarded as much as possible
DUTY TO THE WIDER COMMUNITY
We have a duty to the wider community, to ensure we are doing everything we can to prevent the spread of this virus. With the measures we have in place, and with the support of excellent communications from the Government and Public Health England, we are satisfied that we can continue supplying our bathroom products to those who need them, whilst safeguarding the health and safety of all. If government guidelines change, we will of course change with them.
FREQUENTLY ASKED QUESTIONS
Head to our FAQ section, where you'll find answers to our most frequently asked customer questions about ordering, delivery, products and more.
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