Protecting our Customers
We recognise the threat posed by Covid-19 to our colleagues, residents, service users and the broader communities we serve. Despite the demanding circumstances we endeavour to continue with our essential services.
Please follow the links to all of our risk assessments and feel free to post these pages to your own website.
What to expect during a visit to your home
We will now ask you a few extra questions before coming to your property.
Please note that our operatives will now call ahead to their next appointment from a withheld number - residents should be aware so they don’t miss our call.
We may ask you to occupy another room whilst we do the repair and we will always ask you and our operatives to keep 2 metres apart.
Please be aware and respect that our operatives will be following this Government advice:
- When working in a household where somebody is clinically vulnerable, but has not been asked to shield, for example, the home of someone over 70, prior arrangements should be made with vulnerable people to avoid any face-to-face contact, for example, when answering the door. You should be particularly strict about handwashing, coughing and sneezing hygiene, such as covering your nose and mouth and disposing of single-use tissues.
- Washing your hands more often than usual for 20 seconds using soap and hot water, particularly after coughing, sneezing and blowing your nose.
- Reducing the spread of germs when you cough or sneeze by covering your mouth and nose with a tissue, or your sleeve (not your hands) if you don’t have a tissue and throw the tissue in a bin immediately, then wash your hands.
- Cleaning regularly touched objects and surfaces using your regular cleaning products to reduce the risk of passing the infection on to other people.
- Communicating with households prior to any visit to discuss how the work will be carried out to minimise risk for all parties.
- Maintaining social distance as far as possible.
Stay Apart, Stay Safe
This is how to interact when having a repair or service to your property – by following these guidelines our colleagues and residents can stay safe.
Using technology to change the way we work
We are using technology to help make the way customers interact with us even safer when sorting a repair. The latest improvement means that they can interact with us throughout the life of the repair to let us know of any specific needs. They can update us of any changes and communicate with our operative. This means we can provide piece of mind about when we will be visiting so customers can anticipate our arrival.
We have chosen some contracts to roll out our new Voice of the Customer service to those clients that want it, enabling our residents to provide feedback on Mears’ service. Voice of the Customer is the collective process of collecting, analysing and sharing feedback in real time. If any customer interaction falls short of our high standards, then we receive an alert and act to remedy the situation immediately.