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COVID-19 Protocols

Posted on by Brotherwood
cleaning processes
24
Jan
LATEST UPDATE

As of Thursday 27th January 2022

Please note that although national Covid restrictions are due to be eased on Thursday 27th January 2022, we will continue to follow our Covid Safe Code of Practice as detailed below until further notice in order to provide peace of mind to our most vulnerable clients.

These protocols include the requirement for all visitors to the Brotherwood factory to please wear a face covering when indoors unless exempt.

Our Doors Are Open.

At Brotherwood, the wellbeing of our customers and staff is our number one priority. We’ve been taking extra steps throughout the last 12 months to continue providing an unbeatable level of customer service whilst following all recommendations for hygiene and social distancing.

Although National restrictions are now slowly being lifted, we will continue to work diligently to protect our clients and staff.

  • Our offices and factory are open for you to visit.
  • We will continue to provide safe, socially-distanced home demonstrations and vehicle deliveries.
  • We will continue to follow our covid-safe processes for home service visits.

Here’s What To Expect:

  •  Before the vehicle leaves our premises it will be thoroughly cleaned using anti-viral agents – with particular care being applied to touch-points such as the steering wheel, gear selector, door handles, keys and driving controls.
  •  Before the vehicle arrives, we will send you a series of videos, explaining how to use the vehicle and best practise for safely loading and unloading the wheelchair. This will help to familiarise you with the loading procedure and driving controls. The driver will observe and advise you from a safe distance, as you carry out the loading procedure.
  •  When the vehicle arrives at your home, we will call you rather than knock on the door. We won’t shake your hand – please don’t mistake this for being impolite, but we must maintain a contact-free process throughout. The driver will be wearing gloves and, if required, a mask at all times.
  •  Before handing the vehicle over to you, the driver will once again clean and disinfect all high contact areas within the vehicle with anti-viral wipes. We can provide you with some disposal gloves should you wish to wear them.
  •  The demonstration driver will not travel in the vehicle with you when you take a test drive. Instead, the vehicle will be fitted with a dashcam, which will monitor the inside and outside of the vehicle. This is a requirement of our insurance provider – any footage will be deleted as soon as possible in line with GDPR regulations after your demonstration. We will require a copy of the driving license for all test drivers – these can be sent to us by email in advance of your demonstration.
  •  If any measurements are required (i.e wheelchair dimensions) we ask that you take these measurements yourself using your own measuring equipment such as a tape measure.
  •  You won’t be asked to sign any physical paperwork. Instead we will use email and/or DocuSign technology to complete any forms as required.

  •  Before your vehicle leaves our premises it will be thoroughly cleaned using anti-viral agents – with particular care being applied to touch-points such as the steering wheel, gear selector, door handles, keys and driving controls.
  •  Before your vehicle arrives, we will send you a series of videos, explaining how to use the vehicle and best practise for safely loading and unloading the wheelchair. The driver will observe and advise you from a safe distance should you wish, as you carry out the loading procedure. We are happy to wait if you wish to carry out the loading procedure multiple times, to ensure that you are confident in how to safely secure the wheelchair. If you require any further help after your vehicle has been delivered, we will be happy to advise you by phone or video call.
  •  When your vehicle arrives at your home, we will call you rather than knock on the door. We won’t shake your hand – please don’t mistake this for being impolite, but we must maintain a contact-free process throughout. The driver will be wearing gloves and, if required, a mask at all times.
  •  Before handing the vehicle over to you, the driver will once again clean and disinfect all high contact areas within the vehicle with anti-viral wipes. We can provide you with some disposal gloves should you wish to wear them.
  •  You won’t be asked to sign any physical paperwork. Instead we will use email and/or DocuSign technology to complete any forms as required.
  •  The keys and documents for your vehicle will be left in a sealed pack which we recommend you dispose of after opening; alternatively we can leave everything in a safe location of your choice.
  •  If you have a vehicle to return, please remove all personal belongings in advance, and place all documentation and keys in an envelope within the vehicle. The V5C log book, service record, handbook, keys, and MOT certificate (if applicable) are all required.

  • Where possible please make an appointment before you visit. This will make it easier for us to clean prepare the premises for you, and avoid multiple client visits at one time. We’ll also need to collect your contact information before you arrive, alternatively you will be required to provide this information on your arrival.
  • We now ask that if you are visiting us during lockdown to wear a face covering when you are indoors. However we understand that it may not be possible for all parties to wear a mask due to medical exemption. Your Brotherwood representative will wear a face covering at all times.
  • We ask all clients to maintain a safe social distance of 2 metres at all times.
  • Personal protective equipment including disposable masks, gloves and hand sanitiser is available at our check-in area.
  • We can send you a series of videos, explaining how to use our vehicles and best practise for safely loading and unloading the wheelchair. This will help to familiarise you with the loading procedure and driving controls.
  • The Brotherwood representative will not travel in the vehicle with you if you take a test drive. Instead, the vehicle will be fitted with a dashcam, which will monitor the inside and outside of the vehicle. This is a requirement of our insurance provider – any footage will be deleted as soon as possible in line with GDPR regulations after your demonstration.
  • You won’t be asked to sign any physical paperwork. Instead we will use email and/or DocuSign technology to complete any forms as required.

These steps ensure that we can continue to provide great service in these challenging times. If you have any questions or concerns, or to discuss your demonstration in more detail, please don’t hesitate to contact us.