Covid-19 Customer Care Programme

We’re here to help.

Under Alert Level 3 EES will be able to complete in home sales appointments, installations and service calls, following all government guidelines.

Or if you prefer, we are still able to help and support with a Virtual Online Consultation via video call. It is recommended this is done from a PC, laptop or tablet.

Here’s what to expect before and during our visit:

For an in-home sales consultation (or pre-inspection) visit

Before we visit During our Install visit When we're finished
We will call you. Before booking an appointment, we will ask you whether anyone i) is unwell with flu-like symptoms, ii) has been exposed to someone with Covid-19 and/or is self-isolating iii) is in a higher risk group. Before we enter your property, we will introduce ourselves and run through the safety measures that we'll be using. We will clean all surfaces touched in the home
We will then agree a suitable time for us to visit your home We will confirm who you told us will be at home for contact tracing purposes. We will inform you of next steps.
For contact tracing purposes, we will also ask you to confirm how many individuals will be at home during the visit (including if any of those are children). We will explain what Personal Protective Equipment (PPE) we will use and why. We will be wearing masks and will also describe the handwashing process that we will use.  
Finally, we will send you a reminder text message the day before your home visit date. We will keep to the 2-metre distancing throughout the assessment and do ask that you do the same.  


For an installation

Before we visit During our Install visit When we're finished
We will call you. Before booking an appointment, we will ask you whether anyone i) is unwell with flu-like symptoms, ii) has been exposed to someone with Covid-19 and/or is self-isolating iii) is in a higher risk group. Before we enter your property, we will introduce our team, run through the install process and outline the safety measures that we'll be using. We will clean all surfaces touched in the home.
We will then agree a suitable time for us to visit your home We will confirm the number you told us will be at home for contact tracing purposes. We will explain the use of the system and keypad ensuring 2-metre distancing. If we cannot do this safely, we will email you the instructions within the next day.
For contact tracing purposes, we will also ask you to confirm how many individuals will be at home during the visit (including if any of those are children). We will explain what Personal Protective Equipment (PPE) we will use and why. We will be wearing masks and also describe the handwashing process that we will use. We will walk through the property with you to ensure it is all clean and to confirm a successful installation.
Finally, we will ask you to confirm your email address so we can send you the booking confirmation and a link to our Customer Care Programme on our website. We will keep to the 2-metre distancing rule throughout the install and do ask that you do the same. However there maybe times our team adopt the 1-metre rule whilst working together. We will inform you of next steps including an email (with installation paperwork) from our Admin Team and a call from our Operations Team.


For a service call

Before we visit During our Service visit When we're finished
We will call you. Before booking an appointment, we will ask you whether anyone i) is unwell with flu-like symptoms, ii) has been exposed to someone with Covid-19 and/or is self-isolating iii) is in a higher risk group. Before we enter your property, we will introduce ourselves, run through the service process and outline the safety measures that we'll be using. We will clean all surfaces touched in the home
We will then agree a suitable time for us to visit your home We will confirm the number you told us will be at home for contact tracing purposes. We will explain the service completed while maintaining distancing.
For contact tracing purposes, we will also ask you to confirm how many individuals will be at home during the visit (including if any of those are children). We will explain what Personal Protective Equipment (PPE) we will use and why. We will be wearing masks and also describe the handwashing process that we will use. We will walk through the property with you to ensure it is all clean and to confirm a successful service.

Finally, we will ask you to confirm your email address so we can send you the booking confirmation and a link to our Customer Care Programme on our website.

We will confirm the payment method at the start of the visit. The options are internet banking or contactless EFTPOS.

We will inform you of any next steps.

 

We will keep to the 2-metre distancing rule throughout the service and do ask that you do the same.

We may also ask about using your toilet amenities.

We will then ask for payment. For contactless EFTPOS this excludes American Express. Sorry, but we can't accept cash or cheques.

Outside your property, we will clean all tools and equipment with our specialist sanitiser ready for our next job.

 

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