Updated 22nd June 2021
We continue to work mostly from home.
- Reception is manned from 9am to 4pm Monday to Thursday and 9am to 12 noon Monday to Friday. However, for the safety of our staff and other visitors to the building, please make an appointment for all visits to the office because:
- we can stagger arrivals and departures as much as possible.
- since we are mostly working from home, there may not be someone available to help you when you arrive without an appointment.
- Your phone call to our landline or mobile phones will be answered 24 hours a day. Calls that are not answered by a member of staff are diverted to a Call Handling Service.
- We will send most correspondence by email, but continue to send correspondence in the post when appropriate.
- One of us goes into the office every day to collect and deal with post.
- All documentation and correspondence relating to your case is stored on a cloud based case management system and so the person working on your case should have access to your entire file even though they are working from home.
- We will protect your confidentiality by protecting access to your information and paperwork. Conversations with you shall be conducted in private and we shall wear headsets when appropriate to protect against being overheard.
Visits to the office
- Instead of meeting with clients face to face, we will meet instead by telephone or video call as far as possible
- Visits to sign or drop off documents are by appointment only
- We shall maintain social distancing when signing and witnessing documents.
Do not come to the office for any reason if:-
1. You have been to an affected place in the last 14 days; or
2. You have had contact with somebody with Coronavirus in the last 14 days; and/or
3. You have any of the symptoms of Coronavirus such as cough, fever and shortness of breath in the last 14 days;
4. You are in the vulnerable group of people who should not have face-to-face contact outside your home.
Your visit will be cancelled if any of the above applies to the person meeting you.
Procedure before your visit
- When making appointments, we endeavour to ensure that there is only one visitor to the business at any time. When making appointments we leave a gap between appointments to minimise the risk of visitors encountering each other.
- Please wear a face covering whilst you are inside the building.
- If any documents are to be signed by or handed to you, we print them as far in advance of the meeting as practicable, probably within 24 hours of making the appointment. We place documents in an open folder so that you can potentially take the documents out of the folder without touching the folder itself.
- We suggest that you bring your own pen with black ink to sign documents or make notes.
During your visit
- If a receptionist is not available when you arrive, please telephone 01782 627589. Someone shall then wash their hands before coming to let you in.
- If you prefer, we can come out and meet you at your car, directly in front of the building.
- Please try not to touch any door handles or surfaces during your visit. We shall open and close all doors for you.
- We encourage you to use the hand sanitiser located in the lobby and corridors outside the room in which we take credit card payments.
- No more than 3 members of staff from the business are in the building at any time. However, the building is shared by other businesses and so it is possible that you may encounter other persons during your visit.
- Throughout your visit, please try to maintain a distance of two metres between us. If we happen to pass within this distance or you encounter anyone else during your visit, we should try to face away from each other.
- Please feel free to use the hand sanitiser available on the desk during your visit
- Just before our meeting, we shall place any documents that you need to sign on a table. Once you have signed the documents, please place them on the other table and move away so that we can then approach to sign the documents.
- Please also place your identification documents and anything else that I need to see or copy on the table.
- We suggest that you bring your own pen with black ink with you. However, we shall nevertheless place a pen on the table with the documents for your use. We also provide antibacterial wipes for you to clean the pen before use.
- After you have signed the documents, we shall then approach to sign the documents.
If you are in a vulnerable group or otherwise need to be shielded, we can visit you at home when necessary to sign documents. We shall discuss with you so to ensure we do so safely, taking into account your personal circumstances. For example, we can witness documents through a window or garden.