COVID-19 Customer Care Programme Click here
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      Auckland – Alert Level 3

      Under Alert Level 3 HRV will be able to complete physical home assessments, installations, and service calls.

      We are still able to help and support with a Virtual Online Assessment via video call if you would prefer. It is recommended this is done from a PC, laptop or tablet. Our trained staff are ready to assist you.

      Book a virtual online assessment



      The rest of NZ, outside of Auckland – Alert Level 2

      Under Alert Level 2 we can support with physical home assessments, installations and service calls, in home.

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

      For a sales home assessment (or pre-inspection) visit:

      Before we visit

      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.

      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).

      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.

      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.

      We will explain what Personal Protective Equipment (PPE) we will use and why. We will be wearing masks and using hand sanitiser.

      We will keep to the 2-metre distancing rule 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.

      For an installation:

      Before we visit

      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.

      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 are children).

      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.

      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.

      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.

      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 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 ensuring 2-metre 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 and a call from our Operations Team.

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

      For a service call or filter change:

      Before we visit

      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.

      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 are children).

      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.

      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.

      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.

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

      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.

      When we’re finished

      We will clean all surfaces touched in the home.

      We will explain the service completed. If we use the system keypad, we will ensure 2-metre 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.

      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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