Covid-19 Customer Care Programme
HRV is open and ready to help with your home visit – whether it’s a home assessment, installation or service call & filter changes.
Here's what to expect during our visit:
Before we visit
We will call you. Before booking an appointment, we will ask you a few necessary Covid-19 questions. We really appreciate your patience on these.
We will then agree a suitable time for us to visit your home.
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).
It is your choice whether we wear Personal Protective Equipment (PPE) during our visit. It is optional under Level 2. We will ask you to confirm your preference.
Finally, we will send you a reminder text message the day before your home visit date.
During our visit
Before we enter your property, we will introduce ourselves and run through the safety measures that we'll be using.
We will confirm the number you told us will be at home for contact tracing purposes.
If requested by you, we will wear Personal Protective Equipment (PPE).
We will keep to the 1 metre distancing throughout the assessment and do ask that you do the same.
When we’re finished
We will clean all surfaces touched in the home.
We will inform you of next steps.
Before we visit
We will call you. Before booking an appointment, we will ask you a few necessary Covid-19 questions. We really appreciate your patience on these.
We will then agree a suitable time for us to visit your home.
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).
It is your choice whether we wear Personal Protective Equipment (PPE) during our visit. It is optional at Level 2.
We will ask you to confirm your preference.
Finally, we will send you a reminder text message the day before your install date.
During our Install visit
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 confirm the number you told us will be at home for contact tracing purposes.
If requested by you, we will wear Personal Protective Equipment (PPE).
We will maintain distancing throughout the install and do ask that you do the same.
We may also ask about using your toilet amenities.
When we’re finished
We will clean all surfaces touched in the home.
We will explain the use of the system and keypad while maintaining distancing. If we cannot do this safely, we will email you the instructions within the next day.
We will walk through the property with you to ensure it is all clean and to confirm a successful installation.
We will inform you of next steps including an email (with installation paperwork) from our Admin team.
We accept EFTPOS payment (excluding American Express). We will sanitise the machine before & after each use. Sorry, but we can't accept cash or cheques.
We will clean all tools and equipment with our specialist sanitiser ready for our next job.
Before we visit
We will call you. Before booking an appointment, we will ask you a few necessary Covid-19 questions. We really appreciate your patience on these.
We will then agree a suitable time for us to visit your home.
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).
It is your choice whether we wear Personal Protective Equipment (PPE) during our visit. It is optional under Level 2. We will ask you to confirm your preference.
During our Service visit
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 confirm the number you told us will be at home for contact tracing purposes.
If requested by you, we will wear Personal Protective Equipment (PPE).
We will confirm the payment method at the start of the visit. The options are internet banking or EFTPOS (excluding American Express).
We will maintain distancing throughout the service and do ask that you do the same.
When we're finished
We will clean all surfaces touched in the home.
We will explain the service completed while maintaining distancing.
We will walk through the property with you to ensure it is all clean and to confirm a successful service.
We will inform you of any next steps.
If paying by EFTPOS, we will sanitise the machine before and after each use. Sorry, but we can't accept cash or cheques.
We will clean all tools and equipment with our specialist sanitiser ready for our next job.
