Firstly, we love interacting with you all. It’s our favourite part of our jobs but we know this isn’t the best way of keeping the virus at bay.
So please, if you are experiencing one or more of the known symptoms of Coronavirus:
- A cough,
- High temperature
- Shortness of breath
Do not visit us and instead seek immediate medical advice.
Otherwise, we would love to continue helping you with your projects.
Which branches are open?
All our branches are open as usual, except Kellaway Bathrooms who are currently open by appointment only.
Are you operating normal hours?
Yes, we are back to operating at our normal opening hours, please go to the branch finder to see what these hours are.
Can I still order items for delivery?
We would encourage all of you to have your materials delivered where you can. Different types of vehicles are available for you and we will be working closely with our suppliers and making use of their transport when possible. Orders that require delivery can be placed over the phone online, or email.
In the instances when you need materials quicker than we can deliver them to you, you can collect them from all of our branches. So, if you are planning to visit us; please phone us and give your order in advance. We will pick your materials and give you a 15-minute timeslot for you to collect them. We hope this speeds up your visit, as we know you need to be in and out quickly.
While we prefer you to phone your collection orders in advance, we also understand that this might not always be practical. We will still be accepting collections, but you may be asked to wait in a queue before gaining access to the site unless you have pre-arranged your collection online or over the phone.
If you are expecting a delivery from us, we respectfully ask that you maintain the recommended 4m distance from our driver at all times and that you ensure the delivery area is free and clear for the goods to be offloaded. Temporarily, we will not ask you to sign for deliveries, but our drivers will take a photo to confirm receipt.
What safety measures are in place at the branches?
When you visit our branches, you will notice some operational changes. We have put additional signage on our gates, in our yards and on our sales counters that will advise you of our new working practices and also on what you can do to help keep everyone as safe as possible. There will also be a member of staff on the gate at each site to direct you as needed and help you with any questions you might have before entering. We have also increased the amount of PPE our staff will be wearing in line with the PHE guidelines on safe working practices.
There will be limited access to various parts of our branches. If you collect from us, you will only have access to the new customer parking bay assigned to you, the shop and sales counter. These parking bays are fenced off and designed to keep you at least 2m away from others. We would ask that when called into the yard, you reverse into your assigned bay and wait in your vehicle while a team member takes your order, picks it and leaves it to the rear of your vehicle.
Unfortunately, to maintain the recommended 2m social distancing rule, we will not be able to help you load your vehicles. So, bear this in mind when collecting goods, and maybe bring additional help if needed. We will, however, be able to help you via mechanical loading. Please bring a suitable vehicle and wait inside it while one of our team loads this for you.
Access to our yards, warehouses, offices or toilet blocks is temporarily off-limits.
Unlike usual, we will not be issuing yard tickets for collections. Instead, a member of our yard team will take a note of your order, your details and leave a copy at the sales counter for you. Once you have loaded your goods, you can go to the sales counter to book out and pay.
In our shops, we have marked our floors at 2m intervals to help you stay safe while waiting to be served. You can still browse while maintaining the required distance from others.
Our sales counters have also changed. To keep you and our staff safe, we have erected Perspex screens. As we have all been asked to clean our hands frequently, cleaning wipes and sanitisers will also be available. You will be asked to clean either the signature pad or card machine before and after each use with the wipes provided.
For credit account customers, we will be booking materials out to you as usual by asking you to sign the signature pad. For our pay as you go and DIY customers, we will only be accepting card payments. Contactless would be even better especially as the limit on contactless payments has been raised to £45.
Our team will also be cleaning the counters and its equipment every hour to be extra safe.
How do I contact the branch?
You can contact us through your usual channels. During this challenging time, we are continuing to see an increase in customer enquiries. Our team are working hard to maintain our excellent service as much as possible. Please be patient if orders, collections or refunds are delayed.
What product can I buy?
There are no restrictions placed on what items you can buy, however, we are experiencing some supply issues on certain products such as Multi-Finish, paving and plaster.