COVID-19 Bulletin

Amid global concern about COVID-19, we are still here to serve you.

The health and safety of our staff, clients and their families is our highest priority and we know it is yours as well. As we work to understand and mitigate the effects of the COVID-19 virus we are taking many precautions, we acknowledge that your plumbing and heating emergencies will likely not be taking a break. As an essential service provider at this time, we remain open and will continue to service our customers.

For Our Customers

• Wherever possible to reduce the need for building access we will be asking more questions to identify the location and cause of the issue when you initiate a service call.
• We have also implemented increased cleaning procedures within our offices and trucks.
• Please be prepared to answer brief health and safety questions related to COVID-19
• Team Members will be keeping recommended safe social distance and will not be shaking hands with customers, as suggested by the Public Health Agency of Canada
• We have also implemented additional Personal Protective Equipment to be used when entering homes or businesses as outlined by Public Health Agency of Canada
• If you are concerned with your safety, using today’s technology (Facetime, Facebook video call) we can walk you through a temporary fix until we are able to schedule a service call at a time that you are comfortable with
• Since we are providing essential services if you have any concerns with indoor air quality, sewer gas leaks, appliance operation, or anything related to your heating, cooling or plumbing systems we are here serve you

For Our Field Technicians

• Any Team Member who has flu-like symptoms will be asked to contact the Public Health Agency and follow the COVID-19 testing protocol, including self-isolation where required
• We have requested our field technicians to not access customer buildings without communication and permission.
• We are communicating daily on prevention and process changes as advised by public health authorities.
• We have empowered our technicians to make real-time on-site decisions that they feel will mitigate any potential exposure and minimize risk for all parties.

Changes to our Process

• We will ask for detailed site contact information and access instructions to minimize direct contact wherever possible.
• In lieu of a customer signature, customers can provide verbal acceptance, which will be recorded with the date and time on the work order.
• We have instructed our field service technicians to phone you when they have completed their call rather than communicating in person. (Please advise where this will not be a practical solution and who they need to speak to on-site).
• If you need any additional information while we are onsite, we are happy to take extra pictures to avoid you having to physically accompany us for inspection and review purposes.

The next several weeks will likely present new challenges but we will continue to monitor the situation closely and will make the changes necessary as information and guidelines change. We are confident that our team will be able to support you during this crisis while keeping a focus on the safety of our staff and yourself. We thank you for your continued support and encourage you to contact us with any questions you may have.

The Public Health Agency of Canada recommends that we all take the following everyday precautionary measures to help prevent the spread of germs and viruses:

• Wash your hands thoroughly and often with soap and water for at least 20 seconds. If soap and water are not available, use an alcohol-based hand sanitizer
• Avoid touching your face, eyes, nose, and mouth
• Avoid close contact with people who are sick
• Stay home when you are sick
• Clean and disinfect frequently touched objects and surfaces
• Cover your mouth and nose with your arm when coughing and sneezing
• Avoid all non-essential travel

Thank you for doing your part to help keep our communities safe, and for supporting one another as we navigate through this difficult time together.

Our hearts and thoughts go out to the people who have been affected by this event and we appreciate the healthcare workers, local communities, and governments around the world who are on the front line working to contain this virus.