Metallisation and Covid-19
Update 5 January 2021
This update follows the UK Government announcement of a lockdown at the start of 2021 for an indefinite period, hopefully mid-February.
Throughout the last 9 months of 2020, we have taken significant efforts to make our workplace safe and continue to review the situation daily. We have been externally audited and have been verified that we are taking appropriate precautions for the safety of our staff and visitors. Our factory remains open and functioning at full capacity, building systems and fulfilling orders for spares and wires as well as offering support to our customers both UK and globally.
In response to the latest lockdown advice, the majority of our office staff will work from home. Please rest assured that we have very robust IT and communication systems to enable a seamless integration between home and office working. We don’t expect to see any significant loss of service to our customers but if we do fall below your expected standard, please let us know so that we can address any possible improvements.
At this time, we are not encouraging customers or suppliers to come to our site unless by mutual agreement, it is absolutely necessary. In the event of site meetings, we will require you to complete risk assessments and limit the number of people for demonstrations etc. We have robust systems in place to enable remote meetings, including remote demonstrations and service support via video conferencing from our tech-service team.
For our UK customers requiring technical service support on their equipment, the team will initially attempt to assist remotely by phone, email and video communication. If the situation requires a physical service intervention, we will in the first instance investigate if the system can be returned to Metallisation for a prompt service/repair. We aim to turn all repairs round in 36 hours Mon-Fri at the longest. If it is not practical to return the system to Metallisation, we will conduct risk assessments and if permissible and safe, we are prepared to visit customer sites in the UK. Priority will be given to customers in essential services and then those with Metserve preventative maintenance contracts.
For our overseas customers, travel restrictions remain in place and we are unfortunately not able to travel outside of the UK. In these cases, we will do our very best to support you via our network of resellers and by phone, video conferencing or email. We have had a very successful response to this and expect that it will be a positive service that we will offer long after the lockdown.
Our external sales team continue to work remotely from their home offices and we encourage continuation of safe working practices. Again, for our UK customers, we ask that you embrace contact by video communication, email or phone for our mutual safety but if a sales visit is deemed essential, we will fulfil this will appropriate risk assessments completed.
During any face-to-face contact, we will observe the latest guidelines on hygiene, social distancing and any other relevant actions to keep us all safe. If at any time our staff feel unsafe and their concerns are not addressed immediately, they are empowered to politely bring the meeting/visit to a close. We appreciate your support and understanding in this manner. We are of course very happy to comply with your customer site risk assessment requirements as well.
As of the date of this update, shipping and logistics is still working well. There remain some minor delays to all forms of shipping but not substantial delays. We continue to use DHL who are continuing to offer good service but have imposed Covid-19 surcharges to some of their shipments which we are obliged to pass on. Due to the significant reduction in air travel availability, we continue to see high costs for some airfreight shipments which unfortunately we also have to pass on.
As much as possible, we maintain the mantra of ‘business as usual’ providing excellence in our products, support and innovation. We believe that we continue to be able to do this with a healthy respect to the safe working practices to work in harmony with this global pandemic.
Thank you for your understanding and we hope that you all remain safe during this challenging situation