COVID-19: NIBE UPDATE
24-03-2020
Dear Valued Customer,
I am sure all of you are aware of the Prime Minister’s statement last night. It's a complicated time, but I wanted to get in touch with you personally to reassure you of the steps we are taking to keep our customers, our employees and our engineers safe during these uncertain times.
Right now, it’s vital we look out for each other and help in any way we can. As a service business, our job is to keep our customers safe and warm. So whether it’s looking after your heat pump, support you technically or deliver our products, we will continue to strive to provide the high levels of customer care you would expect from NIBE Energy Systems.
From today all our staff that are able to work from home will do so. Our phone and computer system allow for this, so there will be no reduction in the service we offer
We are monitoring the Coronavirus situation daily and will continue to follow the UK government guidelines. We may need to make further changes – to keep up to date, visit our site at www.nibe.co.uk or check our Facebook, Twitter and LinkedIn pages.
A reminder of how we can help:
- At this moment we will continue to repair units under warranty or on a NIBE Service plan if you are without heating and hot water.
- We’re sorry if delays to visiting will cause inconvenience but this is an unprecedented situation, so please help us make sure we can keep ALL Customers safe and enable us to continue to serve the most vulnerable by being patient and considerate.
- If you or anyone in your house is self-isolating and have a system breakdown, one of our engineers will talk you through alternative ways we can help you. We may not be able to send an Engineer until it is safe to do so.
- We have also taken the decision to postpone all annual servicing for heat pumps on our NIBE Service Plan until the end of May.
- As you know the annual service validates the NIBE 7 year warranty and without this annual service the warranty is invalid. Therefore, all NIBE heat pumps registered with us with annual services due between March 2020 and July 2020 will maintain their warranty if the annual service is completed before the end of 2020.
- Our Engineers have all the required cleaning and protections equipment and will follow Government guidelines.
- Our engineer have the right to refuse to enter your premises or repair your heat pump if they feel there is a risk to their health.
- Our Engineers will no longer ask you to sign their device. They will ask for confirmation that the job is done and with your permission, sign on your behalf.
If you have any questions or need some additional support from our team during this time, don’t hesitate to contact us on our usual channels:
Telephone Number- 0330 311 2201
Email Address- customer.services@nibe.co.uk
NIBE Twitter Account
NIBE LinkedIn Account
NIBE Facebook Account
I want to thank you, our customers, as well as our employees who are working very hard to look after your essential needs.
Phil Hurley
Managing Director
NIBE Energy Systems Ltd
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