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COVID-19 Service Update

A message to our customers, followed by your FAQs below

 

During the COVID-19 emergency and beyond, the safety and wellbeing of our people, our customers and the communities we serve will always be our priority, and remains at the heart of our decision making process here at Travis Perkins, which is part of Travis Perkins plc.

To support the UK Government’s encouragement of construction and building activity as an engine for economic recovery, we have a critical role to play in the supply chain. In order to protect colleagues and customers, and ensure our business can remain open, we have adapted our ways of working, and have been working with the Department for Business, Energy and Industrial Strategy (BEIS), other Government departments, trade associations and others to develop guidance for colleagues, customers and other stakeholders. 

We continue to follow the latest official guidance and carefully monitor the COVID-19 situation. We remain committed to working closely with Government, customers and the wider industry to maintain safety and wellbeing.

Staying COVID-19 Secure in 2020

If anyone has concerns about our safe working arrangements, please raise them with the local manager or email staysafe@travisperkins.co.uk.

 

Our COVID-19 Risk Assessment

In line with sound Health and Safety practices we have undertaken a COVID-19 risk assessment, taking into account how we operate whilst continuing to maintain the safety and well-being of our colleagues, customers, suppliers and others involved in our day-to-day activities. Our assessment for branches is available here and our assessment for distribution is available here, and will be reviewed on a regular basis in light of new guidance and any feedback from relevant stakeholders.

 

Our Assurance Arrangements

We have arrangements in place to ensure that our businesses comply with our Social Distancing Principles and follow the three-lines of defence principle:

  • 1st Line of Defence - Local Manager Self Assessment and Line Manager Reviews (started)

  • 2nd Line of Defence - Reviews of sites carried out either remotely or in-person by our HSE Team (starting June 2020)

  • 3rd Line of Defence - An independent review of our COVID-19 Secure assurance arrangements (this will be undertaken shortly)

 

Therefore, we will be offering a few different services across our branch network 

  • Our branches are now offering a Click & Collect service

  • Our website will be offering a range of trade products for delivery direct to site or home

We will be strictly adhering to the following:

  • Social distancing rules will be rigorously adhered to in branch and on deliveries

  • Collections from the branch will be by appointment only

  • Our Branch Managers are empowered to make local decisions and processes to ensure safety is not compromised 

 

It is now compulsory to wear a face covering in shops. Before entering our branches please ensure a face covering is worn to keep yourself and staff safe. Thank you for your cooperation.

 

We will continue to strive to provide the best service that we possibly can. Bear with us - the availability of colleagues may impact our operation, and our ability to deliver or load certain products will be dependent on social distancing rules being adhered to by all. But, as always, we will do our best for you. 

 

Please help us to support you by working within the guidelines.

 

Check out our video that showcases the new services available in-branch, and how you can trade with us.
Please note that this does not apply to our branches in Scotland.

 

 

How to order:

Use the branch locator for information about your local branch services and opening times.


Collection - please contact your branch by telephone or email to arrange a collection (use the branch locator to see if your branch is offering this service). 

  • The branch will allocate a time for you to collect the product/s. When arriving for your specified time slot please adhere to the social distancing rules. 

Delivery - please contact your branch by telephone or email to arrange a delivery (use the branch locator to see if your branch is offering this service).

  • You will be taken through the social distancing rules by the branch to confirm if we are able to deliver safely. 
  • Delivery slots will be allocated and confirmed by the branch via telephone and then via email, also confirming the social distancing rules. 
  • On the day of delivery you will get a call to advise you when it's leaving the warehouse/branch and the ETA. 
  • At the point of delivery the driver has the final say on if the delivery can be made safely or not.

Online Orders - this service is now operating to all account and non-account holders.

  • You can place orders for any products that are available online in the normal way.

If you do not have a pre-arranged collection you will not be allowed into the branch.  

 

FAQs: your questions, answered

 

How do I contact you if I have an query? (including product queries)

We are keeping customers informed on our social media channels, Facebook and Twitter, by SMS, email, and our website. For local queries please email your local branch, which can be found here www.travisperkins.co.uk/branch-locator. For urgent queries please email customerservice@travisperkins.co.uk or call 0330 123 3846, for account details amendments please email: accountamendments@travisperkins.co.uk for invoice queries please email: invoicequeries@travisperkins.co.uk 

 

Can I extend my credit terms?

Please contact your local Credit Services Team in the normal way, details can be found online or on your recent invoiceor email: invoicequeries@travisperkins.co.uk

 

How can I get a copy of my invoices?

Register your existing trade credit account online, if you haven't already, and log in here to view your invoice, manage your account and make payments.

 

Can I still open a trade account?

No. We have suspended opening new accounts at this time, so we are able to fulfill existing customer orders. Please refer to our website for further updates on this status.

 

Can I still register my existing trade account online?

Yes, register your account and log in online here.

 

Are credit control available to contact for our business account?

Our Credit Control team are currently experiencing a high number of calls, they will answer your call or email as soon as possible. Please contact in the normal way, details can be found online or on your recent invoice, for invoice queries please email: invoicequeries@travisperkins.co.uk

 

Why are some of your branches still closed?

The safety of our colleagues, customers and communities is our number one priority. Our colleagues are only in work if they are happy to do so and it is safe for them and their families, and only where social distancing rules can be rigorously adhered to. We continue to operate within the UK Government guidelines and continually review our approach on a branch-by-branch basis. Please contact your local branch to see which services are available, details can be found here

 

Why are selected branches open for deliveries or collection? Why may it be different across your branches?

The safety of our colleagues, customers and communities is our number one priority. Our colleagues are only in work if they are happy to do so and it is safe for them and their families, and only where social distancing rules can be rigorously adhered to. We continue to operate within the UK Government guidelines and continually review our approach on a branch-by-branch basis. Please contact your local branch to see which services are available, details can be found here.

 

How do I find out if my local branch is open and what services they provide?

Please contact your local branch to see what type of service is available, details can be found here.

 

Can I come and collect my orders that I have placed before the branch closed?

Selected branches are now open for pre-booked collections. Please refer to our branch locator  for your local branch status and details - you can contact them via email or telephone to arrange a collection slot. Please refer to our website for updates on branch re-openings.

 

What is your process for someone else picking up my order?

Please arrange with the branch who will be picking up the order.

 

Will orders placed and paid before the announcement be delivered? Will you prioritise trade orders?

As soon as branches are able to open, you will be contacted by your local Branch Manager to update you and rearrange your delivery or you can email your local branch, which can be found here.

 

Will you still deliver orders?

As soon as branches are able to open you will be contacted by your local Branch Manager to confirm delivery availability, this includes Tool Hire.

 

Will I still receive my online order?

As soon as branches are able to open, you will be contacted by your local Branch Manager to update you and rearrange your delivery, or you can email your branch, which can be found here.
 

How much will delivery cost?

No change, as per the terms found on your order, for online deliveries these can be found here

 

Can I change my delivery date?

As soon as branches are able to open you will be contacted by your local Branch Manager to confirm delivery availability.

 

How do I check what contact information you hold of mine? (email, SMS, phone)

Please email customerservice@travisperkins.co.uk and we can investigate this for you.

 

How can I place an order?

We have a select number of branches open for delivery and collection. You can place an order with us online, via email or telephone. Please refer to our branch locator  to check the services available at your local branch and for contact details.

 

I have a marketing voucher what happens?

Your Branch Manager will use discretion on the voucher dates when the branch reopens in line with the Terms & Conditions stated on the voucher.

 

How can I pay for my outstanding invoices? Can I pay them online?

You can pay online when you register your account and log in here, or please contact Customer Services on 0330 123 3846.

 

What happens if I can't pay my bill?

Please contact your local Credit Services Team in the normal way, details can be found online or on your recent invoice or email: invoicequeries@travisperkins.co.uk

 

What happens to this months account payment?

Please contact your local Credit Services Team with any concerns regarding payments, details can be found online or on your recent invoice or email: invoicequeries@travisperkins.co.uk

 

What happens to the card payment I made over the phone that is still pending?

Please contact your credit card provider.

 

How can I pay for my order?

You can pay using your credit account or by credit or debit card. Payment must be made ahead of collection as we are not currently taking cash payments.

 

How do I cancel my order and get a refund? (including Tool Hire deposits) / How do I get my deposit back for a hire that can no longer take place due to the virus?

Please contact the branch where your order was made by email, which can be found here or for online orders please email Customer Services with your order details to: customerservice@travisperkins.co.uk or for Direct Hire: directhire@travisperkins.co.uk

 

When will my refund / credit get processed?

Providing the stock has been returned prior to branch closing. or if it hasn't been delivered, your refund will be processed as per our Terms & Conditions. If you need to you can contact your local branch via email, which can be found here.

 

Who can I get in contact with regarding my Tool Hire order?

Please contact your local branch via email in the first instance, which can be found here or you can email directhire@travisperkins.co.uk or wastemangement@travisperkins.co.uk

 

I have a product still on hire, will I get charged until this can be off-hired?

You may have free days added to the contract until it can either be returned or collected. Please contact your local branch where the order was placed via email, which can be found here or you can email: directhire@travisperkins.co.uk or wastemangement@travisperkins.co.uk

 

What if I have hired a product and it was due to get collected or returned, am I liable for this product until it's off-hired?

If it hasn't been off-hired, you are still responsible for the equipment. As soon as we are open again, you can arrange to off-hire the equipment and arrange the collection.

 

Can I return Tool Hire equipment to Wickes as they are still open to Click & Collect?

No, the equipment will need returning to a Travis Perkins. Please contact your local branch where the order was placed via email, which can be found here or you can email: directhire@travisperkins.co.uk or wastemangement@travisperkins.co.uk.

 

Who do I contact to report overturned plant hire?

Please contact your local branch where the order was placed via email, which can be found here or you can email: directhire@travisperkins.co.uk

 

Who do I contact if tools, plant and equipment hire is stolen from the site / van during the lockdown period?

Contact the police, report and then contact your local branch where the order was placed. If you cannot get hold of your local branch please email: directhire@travisperkins.co.uk.

 

I need my waste hire to be collected, what do I do? (Skips, Hippo Bags etc.)

Please email wastemanagement@travisperkins.co.uk with your order and account details, and we'll arrange this with you directly.

 

I live with someone who is vulnerable and I’m worried about coming to work. What should I do? / My family is worried for me going into work. What should I do?

Keeping our colleagues and customers safe and well is our number one priority. We are following stringent social distancing requirements in those limited areas of the business that remain open. We have asked those who are worried to speak to their managers, so they can be supported and work through those concerns by exploring alternative work arrangements.

 

Can you help support and provide frontline key workers with essential PPE products?

We have been supporting our valued frontline key workers where possible with PPE and other relevant products. We are proud to support where we can and continue to review where we can help further.

 

Can you help support and provide key workers with essential products?

We are receiving a high number of requests and enquiries. We are doing all we can to support essential services from our current range. For items that we currently do not stock, apologies but we are unable to source these at this time. If you have a request please email customerservice@travisperkins.co.uk or contact us on social media.

 

Can I still get products direct from a supplier?

Direct to site deliveries are available following the same trading guidance for branches. Please email your local branch who will liaise directly with you on which suppliers can supply.

 

Are branches accepting supplier deliveries?

Please email your local branch or Branch Manager or your usual point of contact. Alternatively please contact our Customer Services team on: customerservice@travisperkins.co.uk or call 0330 123 3846 and they will inform you of which branches are currently in operation.

 

How can I change my account address / details?

Please email your details to: accountamendments@travisperkins.co.uk.

 

Are any of your products impacted by supply?

Due to high demand,there may be supply issues on certain products. We endeavour to maintain stock levels, please contact your local branch, details can be found here.

 

Will you supply PPE in branch to keep me safe if I am collecting my order?

Our priority remains the safety of our colleagues, customers and communities. Hand wipes will be provided in our branches.

 

How are you safeguarding your colleagues, customers and communities?

Our priority remains the safety of our colleagues, customers and communities. We strictly adhere to the following: our colleagues will only come to work if they are happy to do so, social distancing rules will be rigorously adhered to in branch and on deliveries, collections will be by appointment only to restrict the number of people in branch at any one time. Our Branch Managers are empowered to make local decisions and processes to ensure safety is not compromised.

 

Am I able to walk into a branch as normal?

No. You must have a collection time allocated (please contact your branch by telephone or email to arrange this if applicable). When arriving for your time slot please adhere to the social distancing rules in place at your local branch. We will have a colleague on the gate to advise the site rules, and direct you to the collection bay where you can pick up your order. Our service will only be available to credit account and trade cash card customers paying by credit or debit card ahead of collection. We will not be accepting cash payments.

 

My branch was open and now is not, or has changed the level of service, why is that?

We strive to provide the best service that we can based on colleague availability and being able to safely adhere to the socially distancing rules, this may be subject to change based on changing circumstances.

 

My branch seems to have a restricted number of bays for collection, but they have space to do more, why is that?

Our priority is being able to service our customers in the best way while keeping everyone safe. This will result in branch operating to a set number of collection slots and bays in branch that are suitable, based on demand and also colleagues to be able to service safely.

 

What will happen when I arrive to collect my order?

Once you have contacted the branch you will receive an email confirming your collection time, you will also receive guidance on the social distancing rules in branch. On arrival at the gates to the branch a colleague will record the customer's arrival on a log sheet of all pre-arranged collections for the day. You will be directed to the specific collection bay that is ready with your products for collection.

 

What if I can not get to the branch in time for my pre-arrange collection slot?

If customers are unable to adhere to the time slots pre-arranged then the collection will need to be rebooked. Please call your branch to rearrange.

 

I will need assistance loading my order into my vehicle, will I be helped?

Some products have been taken off sale as they require a two man lift which contradicts the social distancing rules. The branch will notify you if this is the case when they confirm your order.

 

What is the process for delivery now?

Customers will be taken through the social distancing rules by the branch to confirm the customer is able to take the delivery safely. Delivery slots will be allocated and confirmed by the branch via telephone and then via email also confirming the social distancing rules. On the day of delivery the branch will call the customer to advise when delivery is leaving and the ETA. At point of delivery the driver has the final say on if the delivery can be made safely or not. Please note that not all branches are offering a delivery service. Please contact your local branch to see if this service is available, details can be found here

 

My delivery was stopped part way through and the driver would not proceed, what do I need to do?

Our drivers decision will be final - if they feel that a delivery can not be undertaken safely and they can not fully adhere to the social distancing guidelines they will not proceed with the delivery. Should this happen please contact your branch who will go through the key concerns. Orders can be rearranged but for this to be undertaken social distancing guidelines, set out at the time of order, must be followed. Keeping colleagues, customers and communities safe is our priority.

 

Can I place an order on your website?

Yes the website is open for all account and non-account customers. 

 

Can I place an order on your website to collect from my local branch?

Yes. Once your order has been placed it will be sent to your local branch, you will then be contacted within 24 hours to confirm if your order can be fulfilled. If they can fulfil your order you will be allocated a collection time. You will also receive guidance on the social distancing rules in branch. On arrival at the gates to the branch a colleague will record your arrival on a log sheet of all prearranged collections for the day. You will be directed to the specific bay that already have your products ready for collection.

 

Can I place an order on your website and have it delivered to site?

Yes, this service is currently for direct to site or direct to home deliveries.

 

Is there a minimum order value for branch collections?

There is an expectation of a minimum order value of £150 plus VAT per collection, any exceptions are to be managed locally. Please contact your local branch to see if this service is available, details can be found here

 

Is there a minimum order value for branch delivery?

There is an expectation of a minimum order value of £150 plus VAT per delivery, any exceptions are to be managed locally. Please contact your local branch to see if this service is available, details can be found here

 

Is there a minimum order value for online orders? (TP Direct only)

There is no mimimum order spend.