Coronavirus (Covid-19) Temporary Closure Update
Frequently Asked Questions
Updated 15th June 2020
We hope everyone has been keeping safe and well, we have beautiful weather and hopefully that is making these uncertain times more bearable.
Whilst our showrooms have been closed we have been receiving lots of enquiries as to when we plan to reopen and would like to take this opportunity to thank you all for your patience and understanding.
We are pleased to inform you that following on from government instruction on Monday evening we can now confirm that it is now our intention is to start a phased re-opening of the business from Wednesday 3rd June.
To explain this further we have prepared answers to the most Frequently Asked Questions which we hope you will find helpful.
When do you plan to re-open your doors to the public?
Following government guidelines we intend opening over a phased period commencing with the Sales Department from Wednesday 3rd June.
As we carefully bring the site out of lockdown, the staff will undergo training to prepare our site to be compliant with Government guidelines on social distancing and hygiene protocols.
Phased reopening plan:
The sales department will reopen from Wednesday 3rd June – no appointments necessary as from June 15th.
Our service and repair departments will be operating on an appointment only basis from Monday 8th June.
There will be a reduced number of staff initially who will be focusing primarily on reducing the backlog of work affected due to the unplanned closure.
We would like to kindly ask that you allow the team a few days to assess the workload and for us to make contact with you if you have been effected by the closure before calling yourself.
In line with government guidance for ‘non-essential shops’ in England we expect to reopen the Accessory Store on Monday 15th June .
What are you doing to ensure your premises are a safe place to visit?
Our premises have undergone a thorough risk assessment and we are working hard to make improvements including safety screens at all till/counter areas, further hand sanitiser stations, a one way system in our shop and much more.
- We have installed protective screens at all till & counter areas.
- We are implementing a one way system in our accessory shop and spaced 2 metre floor markings to allow for social distancing.
- We will supply PPE for our staff and customers (where appropriate.)
- Posters and signage will be displayed throughout our premises regarding COVID-19 safety.
- We are installing further hand sanitiser dispensers for our staff and customers use.We will be regularly sanitising all door handles, light switches, keyboards, display stock etc.
- We will be carrying out regular temperature checks on all staff.
- Our caravan showroom will have restricted access. We would encourage any customers wishing to view any units to look at our website first to narrow down your selection to view in person.
- Workshop bookings & collections will be by appointment only. If you already have a booking, we will be in touch to arrange a mutually convenient appointment once we re-open.
- Workshop drop off & collections will be within social distance guidelines.
Payments will be contactless. (Apologies, we cannot accept cash or cheque payments at this present time.)
- Contactless handover procedures will be in place.
I have seen a caravan on your website, and I wish to see (or reserve) it; how do I go about this?
Although our caravan showroom will be closed until 3rd June, we are able to reserve a caravan for you and make arrangements to view it.
At the bottom of the individual product’s listing on our website please use the Contact Us Form and someone will be in touch as soon as possible.
Please ensure you supply a contact number as this is the very best way to communicate, at present, in relation to potential caravan purchase!
Alternatively you can arrange a viewing by emailing the sales team at firstname.lastname@example.org and we will contact you ASAP when we reopen.
You can also get in touch with us via our Live Chat service on our website where a member of the team will be more than happy to help you.
When you reopen, how do I go about viewing a caravan?
We would encourage any customers wishing to view any caravans to look at our website first to narrow down your selection to view in person – pre appointments are now not necessary ( from June 15th ) however measures will be in place for social distancing. You can contact the the team to make an appointment via the following:
01477 535 264 – opt 2
We have a caravan on order with you, when can we collect it?
When we return to work the Sales team will be in touch to reschedule a new collection date, this will be done as a priority, however, it will be a managed and controlled system as time and workshop availability allows. New contactless handover procedures will be in place. Technicians will be wearing gloves and will follow strict guidelines of social distancing during handovers.
Service and Warranty:
Workshop bookings will be strictly by appointment only.
My caravan was booked in for a service / warranty work, what should I do?
If you already have a booking, our Service Coordinator will be in touch to reschedule your appointment to a more suitable date when we reopen. We will be working hard to manage the backlog affected due to the unplanned closure so please bear with us.
Will a service delay affect the warranty on my caravan?
Good news! In response to the Government announcement on 16th April extending the lockdown into May, any customers whose caravans require servicing in the coming months Swift and Bailey have agreed to extend service windows on new models.
4 Month extension for Swift Owners.
6 Month extension for Bailey Owners.
However, this does not mean that your annual maintenance service is not required, it is! This just means that they will not penalise anyone for their service being delayed, however, please note your warranty will potentially be affected if you skip the annual service completely.
I need to book my caravan in for a service in order to maintain my caravan warranty, how can I do this?
You can book your caravan service via our online booking system from the link below:
Alternatively you can also email the team at email@example.com / Telephone: 01477 536 201 and we will contact you as soon as possible.
However, please bear with us if we do not contact you immediately as we will be working hard to manage the backlog affected due to the unplanned closure.
I need warranty work doing, when will it be sorted?
Obviously due to the pandemic we will ask that priority is given to essential work, if you feel your warranty can wait, this will be sincerely appreciated.
Awning & Accessory Store:
In line with government guidance for ‘non-essential shops’ in England we expect to reopen the Accessory Store on Monday 15th June.
We will be implementing a one way system in our accessory shop and spaced 2 metre floor markings to allow for social distancing.
We have installed protective screens at the till & counter areas and we will supply PPE for our staff and customers (where appropriate.)
Initially the shop will operate a maximum occupancy system and will be controlled by staff on the door.
Payments will now be contactless only, bank transfers for larger items if needed. (Apologies we cannot accept cash or cheque payments at this present time.)
Please note that the upstairs awning showroom for the time being will be closed to the public and the stairs will be partially blocked using a rope barrier and signs.
I have an awning or accessory enquiry, how can I contact the Accessory Store?
For all caravan accessory and awning enquiries please feel free to email the team at firstname.lastname@example.org and we will endeavour to contact you ASAP upon our return.
We are currently awaiting clarification on the potential reopening of the cafe, we will keep you informed as soon as we know more!
We look forward to seeing you when we reopen fully for business, until then take care of yourselves and stay safe!