Stovax Group Charge Visit – COVID-19

Pre-Visit Preparations

    Customer Name

    Customer Postcode

    Or alternatively, Customer Ticket number

    Enter code shown
    captcha

    Covid-19 Stovax Group Engineer Guidelines

    With Coronavirus still affecting us all, we want to reassure our customers of the steps we are taking to keep you, our engineers and our employees safe, whilst working hard to return to the excellent service you expect from us.

    We continue to monitor the Coronavirus situation daily and will continue to follow the UK government guidelines. We may need to make further changes to your requested visit but will do our best to keep you informed.

    Pre Visit Checks:

    For every appointment, our planning team will ask customers and record if they or anyone in their house is self-isolating, has exhibited any Coronavirus symptoms in the last 14 days, or whether anyone in their home is at a higher risk.

    If the customer answers yes, the planning team will ask them to contact us to reschedule the appointment for after the recommended self-isolation period.

    Full notes on the conversation with the customer will be recorded on the customer ticket within our Customer Management system by the planning team.

    If a customer is self-isolating and has an emergency claim, our technical team will talk them through any alternative ways we can help them and will advise that we will not be able to send an engineer until it is safe to do so.

    Pre-Visit Checks by the Service Engineer:

    Prior to arrival at every appointment the engineer will call the customer to record if they or anyone in their house is self-isolating, has exhibited any Coronavirus symptoms within the last 14 days or whether anyone in their home is at a higher risk, in case the situation has changed.

    If the customer answers yes, the engineer will ask them to contact the office to reschedule the appointment for after the recommended self-isolation period and report the cancelled visit to the Service & Warranty team.

    PPE:

    All our company employed Engineers will be equipped with the following Personal Protective Equipment:

    • Face mask with filters or disposable face masks
    • Disposable gloves
    • Face visors

    Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.

    Handwashing:

    Our Engineers will follow government advice on how to correctly wash their hands which states that you should wash your hands for 20 seconds, using soap and water or hand sanitiser.

    Our Engineers will sanitise their hands more frequently and especially before and after every service call.

    Handwashing will be completed before or after the service call and will not be carried out in customer’s home’s.

    Rigorous checks will be carried out by line managers to ensure that the necessary procedures are being followed at all times.

    Appointment Guidelines:

    Our Engineers will adhere to the following visit guidelines on every visit.

    • Greeting our customers:

    When the service engineer arrives at a customer’s property they will knock on the door and step back from the door at least 2 metres (7ft) and wait for the customer to answer.

    They will greet the customer, explain that they are there to resolve the issue with their fire, and kindly ask them to adhere to at least a 2 metre (7ft) distance from their working area at all times. Where appropriate, engineers may request customers to be in another room away from their working area.

    Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.

    • During the visit:

    The engineer will ensure that appropriate distancing is adhered to at all times.

    The engineer, where appropriate will ask customers to open windows to maintain good ventilation whilst they are working.

    The engineer will wipe down all surfaces that could be contaminated, pay special attention to handles and handsets and only touch whilst wearing gloves. Any surfaces the engineer touches must also be cleaned at the end of the visit.

    If at any point during the visit the engineer is concerned that a customer may have the virus, or that appropriate social distancing is not being maintained, the service engineer may temporary exit the property to contact their line manager to discuss their concerns.

    • Ending the visit:

    The engineers will not ask our customers to sign anything, instead ask them for their verbal confirmation and sign on their behalf.

    The engineer will advise customers to wipe down surfaces where work has been carried out.

    • After the visit:

    The engineer will remove and dispose of any disposable PPE and wash their hands thoroughly.

    Coronavirus symptoms:

    Our engineers will not attend a visit to any customer if they are showing any potential symptoms for Coronavirus.

    If during the visit you have a concern regarding our engineer’s health and safety practices, then please contact our customer service team on 01392 261900 option 2 where a senior member of staff with discuss your concerns.

    Stovax Group Chargeable Visit Terms & Conditions:

    Below are important terms and conditions for your agreed chargeable visit. Please read carefully.

    Chargeable Annual Service:
    It is a condition of the Extended Warranty that your Gazco or Stovax Stove or Fireplace is regularly serviced (every 12 months) by a suitably trained and qualified individual.
    If you have requested our engineer to complete an annual service on your appliance, detailed below is what our engineers will do to ensure that your fire continues to operate efficiently for the next winter season to come.

    Gas Appliances
    Our engineer will:

    • Ask you if you have experienced any issues with your fire or whether you have noticed any smell of gas
    • Complete a full strip down of fire, removing the control system
    • Clean the firebox
    • Complete a full and detailed clean of the engine, including the injectors, aeration plate and burner
    • Exchange the pilot assembly if required – this is a consumable item not covered under the appliance warranty
    • Relay the fuel bed adding new embaglow if required, spray any tired looking coals
    • Carry out full safety checks
    • Clean the glass
    • Fill in the service record in the manual

    Woodburning and Solid Fuel Appliances
    Our engineer will:

    • Fully inspect the appliance, checking all rope seals and replacing if necessary, checking baffles and bricks and advise if these should be changed
    • Remove all internals and clean out the firebox
    • Inspect flue /chimney if possible and advise on cleanliness for recommendation of chimney sweeping
    • Check operation and grease up all air controls and make sure they operate smoothly
    • Clean the glass
    • Carry out full safety checks including a smoke test and operation test by lighting the fire and taking a flue reading if possible
    • Report back to you any issues that may require further attention
    • Fill in the service record in the manual

    Electric Appliances
    Our engineer will:

    • Fully inspect the appliance, checking the fuse rating, polarity of all live cables and checking for good connection and continuity through all electrical connections
    • Remove and clean the heater assembly including fan blades and lubricate the motor / spindle if required
    • Remove and clean the light effect spindles, reflectors and compartment vents to allow for the correct air flow through the appliance
    • Clean the complete internals including the glass
    • Replace anti-vibration pads as required
    • Carry out all essential safety checks
    • Fill in the service record in the manual

    The cost of your service visit will have been agreed prior to confirming the appointment and payment will be taken by either one of the following methods:

    • Over the phone at the time of booking with the planning team
    • On site by the attending engineer before work commences

    Failure to make payment in full will result in the visit being cancelled.

    If during the service the engineer identifies a fault with the fire, the engineer will complete a full fault inspection. If the product is under warranty and the fault is directly related to the product it will be repaired as part of the visit, if the engineer has the necessary parts on board to do so. If the engineer does not have the required parts they will record all work carried out during the visit and report back to Stovax and Gazco where our Customer support team will decide on the next appropriate action.

    If the product is not under warranty the engineer will clearly describe the fault/s to you and advise whether that fault can be repaired as part of the current visit for an additional charge. If the engineer does not have the required parts they will record all work carried out during the visit and report back to Stovax and Gazco, where our Customer support team will contact you regarding a further appointment and the necessary charge.

    Any labor paid for will be warrantied for three months after the visit date.

    Any parts purchased as part of a repair (excluding batteries) will have a 12-month warranty from the date of the visit.

    Chargeable Repair Work:

    The cost of your repair visit will have been agreed prior to confirming the appointment and is based on the fault information you provided to our Customer support team. Payment will be taken by either one of the following methods:

    • Over the phone at the time of booking with the planning team
    • On site by the attending engineer before work commences

    Failure to make payment in full will result in the visit being cancelled.

    All of our engineers are trained and experienced and will endeavor to do all they can to repair your fire. If for any reason our engineer cannot resolve the fault, the engineer will record all work carried out during the visit and report back to Stovax and Gazco, where our Customer support team will decide on the next appropriate action.

    If the need for a further visit is identified, this may incur an additional charge. This will be discussed and agreed with the customer prior to arranging the next appointment.

    If the engineer cannot repair the fire due to a fault that lies outside of the products design, the engineer will report their findings back to Stovax and Gazco where our Customer support team will issue a full report to the customer.

    Possible faults may be but are not limited to:

    • Incorrect gas pressure
    • Inadequate flue performance or any other installation problems which should have been addressed by a survey before installation by the fitter
    • Defects or faults caused by specific local conditions such as draught problems and chimney defects.
    • The product is not installed following our manufacturer’s instructions or Gas Safe/Hetas regulations, not commissioned or the fire has not been registered with Gas Safe or Hetas
    • Failure to have had the product serviced annually
    • Issues with the mains/spur connections of the power supply

    Any labor paid for will be warrantied for three months after the visit date.

    Any parts purchased as part of a repair (excluding batteries) will have a 12-month warranty from the date of the visit.

    If our engineer attends an agreed appointment and there is no one at home, we reserve the right to invoice £50 Inc.Vat for an aborted or missed appointment at our discretion.

    Please note we require a minimum of 24 hours’ notice for any requests to cancel pre-arranged appointments.

    If you have any questions regarding the conditions above or charges, then please contact our Customer support team who will be happy to discuss these questions with you further.

    Tel: 01392 261950 Opt: 2

    Email: technical@stovax.com