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Baxi supports customers and installers through coronavirus crisis

Boiler manufacturer, Baxi has revealed the steps it has taken to protect its workforce and continue to provide support for customers and installers throughout the Covid-19 crisis.

Baxi is taking steps to protect its workers during the virus crisis

The company has adapted its ways of working to ensure its Warwick-based contact centre remains fully operational, with the IT department setting up over 130 employees with the facilities to work from home.

This means that as well as maintaining critical support for customers, installers are also able to access the technical helpline, repairs under warranty and the Baxi Works support line – an installer loyalty scheme which provides priority call out with Baxi Customer Support, free Gas Safe notifications, easy warranty registration, technical help, free annual service reminders and a Baxi Toolbelt App.

Baxi’s network of Gas Safe registered engineers are also continuing to carry out essential repair work across the country, with the provision of detailed health and safety guidelines and additional PPE to ensure both field-based workers and customers are protected.

The company’s Preston-based factory has also increased its safety measures, with a reduced number of operatives and production lines spread out to ensure two metre social distancing guidelines are met, meaning it can continue to safely manufacture of essential heating and hot water products for UK homes, businesses and hospitals.

Louise Murton, head of operations at Baxi, said: “As a nation we are facing some of our most difficult challenges yet, and our office-based teams and network of engineers have been working tirelessly to ensure we continue to provide an exceptional level of service and support throughout this difficult time.

“As always, the safety of our customers and colleagues is our highest priority and we have taken a number of key steps to ensure we are protecting them and providing the support they need to deliver their jobs safely and efficiently – from home working to the provision of additional PPE and hygiene supplies for our field-based workers.

“We recognise that the heating industry has an important role to play in this crisis; people still need heating and hot water – perhaps even more so at this time.

“As such, we are prioritising repairs as our primary focus to ensure we can support our most vulnerable customers and key workers. We are also offering flexibility around servicing timescales if a boiler is under warranty, so if a service is delayed, the warranty remains valid.

“We’d like to thank our colleagues for their dedication and hard work during this difficult time, as they continue to keep the nation supplied with essential heating and hot water services.”

To say thank you to the brave workers battling on the frontline of the Covid-19 crisis, Baxi will be offering free repairs for NHS workers on Baxi Heating boilers or cylinders until 30 June 2020*.

To book a free repair, NHS workers can call the dedicated helpline on 0330 678 0165. Workers will be required to show their NHS ID on arrival, and work can only be carried out at their own property.


21 April 2020


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