Important COVID-19 information

Updated 02/02/2021

An update from Karbon

With the Prime Minister’s recent announcement about the extension of national lockdown measures until at least 8 March, we wanted to update you on what this means for our service delivery.  

Government guidance explains that tradespeople can still work in other people’s homes and that activities relating to buying, selling, letting or renting a residential property can continue. 

Despite this, the pandemic has meant we have had to deliver services in slightly different ways and take extensive new measures to make sure everyone is safe. Jobs are therefore taking us longer than they would pre-pandemic and it may also take us a little longer to get to you. Our teams are doing their best in difficult times so we would ask you to be patient and bear with us. We are working with additional stringent cleaning and social distancing practices and the Government’s guidelines around self-isolation and the recent school closures; have meant a reduction in the number of colleagues we sometimes have available.   

We are continuing to deliver our services as they currently stand but we please ask for your help and support to help us prioritise and get to those repair jobs in most urgent need. We are therefore asking you to please consider the importance of any repair or home visit request before you contact us to book. Would you class it as essential or urgent? If not, and it can wait a little longer, we ask you to postpone booking for a short period of time, until lockdown measures start to be lifted and the pressure on our teams eases a little. Please don’t be offended if we also ask you to assess your repair’s urgency when you contact us to book. Working with you closely to evaluate jobs will really help us prioritise the essential activity and those customers in the most critical need. I’d like to thank you in advance for your support on this matter. 

The health and safety of both our customers and colleagues is our main priority. When we do come into your home for any reason, we have robust risk assessments and safe methods of work in place in order to protect everyone, but we do rely on your cooperation to enable this to work effectively.  

If our colleagues are working in your home, can we please stress that you allow them to work alone safely, and ideally in a separate room to anyone else in the property. We also ask that you wear a face mask during this time (unless you have a medical reason not to wear one), our colleagues will too.   

If a safe social distance is impossible to achieve, we may need to come back at another time when we can guarantee your and our colleagues’ safety and follow our safe methods of work fully. I hope you understand why it is so important that we all strictly follow our safety guidelines at all times.     

As always, our teams are here to help you so please get in touch. Remember, if you do have a repair the fastest way to book an appointment with the repairs team is by using your MyKarbon account.   

Please let us know if you need to reschedule an appointment because you or anyone in your household is self-isolating or have had a confirmed positive Covid-19 test result, we can then reallocate this appointment to another customer.  

 We will update you again if anything changes. Thank you for your ongoing support and understanding, we really appreciate you working with us to help us deal with the challenges of the pandemic.   

Jo Ray  

Executive Director of Customer Services