New Year, New Lockdown…
We have entered a 3rd National lockdown in the space of a year, and so we want to take this opportunity to reassure our customers that it is business as usual here at Alto Energy. We are open normal times, offering all heat pump maintenance and support, and working on new heat pump projects. Staff who can work from home will be, and our engineers are still on the road to carrying out work on your heat pump systems.
Information for our customers:
In response to the first lockdown at the start of 2020, we implemented a number of policies to protect the wellbeing of all stakeholders. This is to ensure the safety and well-being of all our customers and staff. We kindly request that all of these policies are followed to avoid any customer contact where it is possible to do so.
We will continue to provide our best possible level of service and customer support. With more people spending more time at home (again) ensuring your heat pump is in good working providing heating and hot water is very important.
OUR POLICY FOR ENGINEER APPOINTMENTS
If you are currently self-isolating, suspect you might be suffering from Coronavirus or indeed have had a positive test, we ask that as a precaution you inform us at your earliest opportunity so that we can plan for the most suitable approach to your engineer visit. Each case will be treated on a case-by-case basis, but as a general approach we will apply the following steps:
Engineers that have any relevant symptoms have been instructed that they must self-isolate in accordance with the latest NHS guidelines
We are requesting that customers clear all working areas in advance of an engineer appointment
No handshakes on arrival, and customers will not be requested to sign the engineers’ electronic devices
We are requesting that customers keep a suitable distance between our engineer by staying in a separate room for the duration of the service.
Our engineers will carry personal protective equipment as well as carrying cleaning equipment in order to safeguard the working area
OUR POLICY FOR THE OFFICE & WAREHOUSE
Our IT will continue to be hosted in the cloud, this includes our CRM system, accounts system and phones system. We will continue to use this technology to offer as uninterrupted service as possible. Those who can work from home will do so.
All the usual office functions you would expect from us - our sales team, our technical support team, our accounts team and our logistics team - will all be available on the phone as normal.
Our warehouse will continue to be operated meaning that heat pumps and spare parts can be delivered as normal.
WE NEED YOUR HELP!
All businesses are facing challenging times right now, however our customers have been amazing and continue to support us through this difficult period.
Thank you.