Our response to Coronavirus (COVID-19)

Updated on 25 March 2020

The health of our customers and carers is of utmost importance during the uncertainty we are all facing due to the spread of COVID-19 (Coronavirus).

We understand this is a very worrying time, and want to reassure you that we are taking appropriate measures to protect our customers and the carers who need to continue providing vital care.

It is fundamental that our carers follow infection control and prevention techniques, whilst supporting those who need care as best they can. These procedures will be adhered to whether they are at work or at home. If we all do this, we will minimise the chances of catching the infection, and therefore not spread the infection to our customers.

Government and NHS guidelines are being updated regularly, so it is important to follow the NHS guidelines in order to protect one another.

If you experience any of these symptoms, you will need to stay at home for 7 days. If you live with someone who shows these symptoms, you’ll need to stay at home for 14 days from the day the first person in your home started having symptoms:

A high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
A new, continuous cough – this means coughing a lot for more than an hour or experiencing 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)

How to avoid catching and spreading the coronavirus:

  • Wash your hands and wrists for 2 minutes following government guidelines. Do watch the NHS video for best practice.
  • If you cannot wash your hands, a hand sanitiser is the second-best option, but it is not as good as regular hand washing.
  • Do not shake hands with anyone, anywhere, wherever you are.
  • Cover your mouth and nose with a tissue whilst sneezing or coughing. Throw the tissue away after one use.
  • Do not share cups or water bottles, cutlery or crockery without thorough cleaning first.
  • Refrain from touching your face, nose and eyes as far as is reasonably practical. This will feel strange but is key to prevent transmission of the infection.


What can you do to help prevent the spread of the Coronavirus?

Be aware of the main signs of infection (a high temperature and a cough). This will help identify a family member or friend who may have the virus and needs to self-isolate or seek medical help.

  • Clean working surfaces as frequently as possible with the correct anti-bacterial solutions, especially in areas with a high general use.
  • Follow the government’s advice and stay at home and avoid any unnecessary travel. What about using Skype or FaceTime to stay in touch?.
  • You can go outside for a walk or a cycle once a day with members of your household or alone.
  • Avoid visiting elderly relatives if you can, and if you do, make sure to keep 2 metres distance and thoroughly wash your hands for 20 seconds as soon as you come in.
  • Check-in on elderly neighbours and family members, seeing if they need help with food shopping can really help someone unable to go outside.
  • Keeping elderly people up to date with the latest developments may help those who are feeling lost and confused at the situation, especially if they do not use the internet.

As the situation is changing daily, we are actively seeking advice from Public Health England enabling us to prepare as the situation evolves, and we will keep you updated of any changes to our policy.

During this time, we are totally committed to doing everything we can to support our customers.

If you need any further information, please do not hesitate to contact the team on 0808 278 1112, or