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Important Customer Update

Updated: 23rd March 2020

CUSTOMER UPDATE - Covid-19 ( Coronavirus )

Update 23rd March 2020:

In line with the more recent government requirements we will now be limiting the number of customers within our store to a maximum of 2 people to keep within the social distancing guidelines. This is to protect not only you and others visitors, but also our own staff.

Our front door is temporarily closed with access to the counter & showroom via the side door. Whilst it is quieter than normal we do ask that you check that you are ok to come into the store before entering.

We will also be reducing our current opening hours to enable our essential delivery drivers to prepare their paperwork & load their vehicles safety and again keeping within the social distancing from each other & customers.

Our new opening hours are 9.00 – 16.00.

Deliveries

 If our drivers are delivering to your home or business, they no longer will be accepting cash or cheques. Unless you have an existing account, payment must be made when ordering.

Please respect the social distancing guidelines and give them space to deliver & connect where necessary. They no longer require a physical signature but will take your name & will date the paperwork.

Your usual delivery date & time may change slightly whilst we work through this current situation but we will get to you as soon as we can.

Our phone lines are also very busy at the moment, and we are on reduced staff therefore please be patient and we will get to you. If you can email any orders please send this to gasorders@socal.co.uk and we will again get to it as soon as we can.

Thank you for co-operation & if you have any queries please contact tina@socal.co.uk

Internet Order Update

We are currently experiencing high demand for our internet orders, but we are also running on reduced staff capacity therefore your order may not get to next day.

We apologise for any inconvenience this may cause but rest assured we are trying to pick & pack as quickly as we can. We are also reliant on third party delivery companies DPD & Royal Mail and they are also very stretched at the moment.

We are also restricting the supply of Charcoal to ensure we have enough to go round for everyone.

Thank you for your understanding & co operation at this time

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20th March 2020:

As you are aware, many warnings have been issued regarding COVID-19. As we all adjust to new precautions, we want to make you aware that its business as normal here at SoCal and that we are taking all the necessary steps on a daily basis to lessen the possibility of transmission of the virus and to ensure that all of our staff members are well looked after and protected

All of our employees are fully aware of the current official guidance and are following extreme levels of health and safety to ensure that the highest possible hygiene standards are maintained, throughout every aspect of our business. We will be following developments on a daily basis with intense scrutiny and any updates will be communicated regularly, but can also be found on our website www.socal.co.uk/customer-update

Showroom & Yard

We would also request that any customers / collection drivers feeling unwell not to visit the shop or yard under any circumstances.

We are currently keeping our showroom and yard open to the public & customers alike, and continuing to follow any updates from Public Health England & NHS Guidance.The showroom will be cleaned more frequently than usual to help lessen the spread

Gas Deliveries 

We want to deliver to you as safely as possible for all parties concerned, therefore please let us know if you’re in self-isolation or for business customers if you have been affected by any outbreak.

Payment upon delivery customers – To help protect our staff we will no longer be accepting payment by cash or cheque upon delivery but ask that you pay by card when phoning in.

Following the Government’s advice on preventing the spread of COVID-19, your delivery driver will leave your bottle by your door, or secure place. If you require the bottle to be connected to a portable appliance, this must be bought to the door whilst our driver has stepped back to ensure you both stay the recommend 2 metres distance apart. If you are present at the time of delivery they will ask if you’re happy with everything and then sign the order on your behalf.

We hope you understand that these measures have not been taken lightly but we need to ensure that our customers are kept safe, along with our drivers & staff to ensure we can continue to supply everyone with their gas supply for as long as possible.

We would also like to take this opportunity to thank you for your continued support and loyalty as we navigate through this unprecedented period.


INTERNET ORDERS - Socal, eBay, Amazon, On-Buy

With effect from 18th March 2020 - we will be restricting the supply of bags of charcoal & pellets to a maximum of 2 per order. Whist stock levels are ok at present we want to be able to supply as many people as possible. 

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. From experience with other coronaviruses, they know that these types of viruses don’t survive long on objects, such as letters or parcels.

However we want to deliver to you as safely as possible for all parties concerned, therefore please let us know if you’re in self-isolation so we can pass that information onto the delivery company concerned.

Your delivery will be made with either DPD or Royal Mail. Their current guidance on delivery & signatures required for proof of delivery can be found on their respect websites but is detailed below for your information.

Royal Mail - ( www.royalmail.com/coronavirus )

In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature. Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside. 

If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf.  In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to. 

DPD -  ( www.dpd.co.uk/content/products_services/service_updates )

UK Deliveries:

With immediate effect, we will no longer ask customers to sign our handheld units and instead our drivers will sign it on their behalf. We will record the consignees name and a 'Delivered on Authority' message in the signature section of the unit.
With this new process you will still get your full track and trace functionality, giving you complete visibility of all your parcels.
This now forms our proof of delivery process for all deliveries until further notice.

International:

Most European Road deliveries are operating as normal at present but with longer than normal delivery times 

 

If you have any further questions, please contact tina@socal.co.uk

 The SoCal Team