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Covid-19 – Customer Statement

UPDATE Coronavirus Outbreak – Customer Statement: 24/03/2020

With COVID-19 dominating the headlines daily, we would like to reassure you that HTG Trading Ltd (Hubbard Systems & Taylor UK) is continually monitoring this fast-moving event and following all available advice from the World Health Organisation and Public Health England.

As you would expect, we’ve been taking this matter extremely seriously.

Our overriding aim was to continue to support our customers, their businesses and our suppliers, without jeopardising the health and safety of our own staff.

Due to the unprecedented speed at which the COVID-19 pandemic has evolved and following the active measures which have been put in place to force social distancing by the closure of restaurants, cafes, bars, visitor attractions, and all other areas of social gathering, by the government, HTG Trading Ltd has made the operationally necessary decision to reduce our field activity over this uncertain period.

As a responsible employer, our first priority is to our employees. We feel that it would be irresponsible to put any member of our team or our customers potentially in harm’s way of the virus. Whilst we can maintain high levels of both personal and environmental hygiene, our day to day business requires close contact either between employees or directly with customers. We have therefore concluded that we cannot fulfil our sales and service obligations without compromising the strict social distancing policies outlined by the government. As a result, we have suspended any equipment deliveries, direct sales activity, equipment installations or service activity until we are advised it is safe to do so again by the government. In the short term we have a team of experts to help you to ‘mothball’ your equipment in a safe and structured way, and can provide guides on draining, sanitising and wrapping your equipment so that it is ready to serve after the pandemic has passed.

Our aim is to protect our workforce and ensure their job security as much as we can, so that once this unique, global event is over, the sales and service teams, from both Hubbard Systems and Taylor UK, are ready and able to serve your business when you need them in the future.

Hubbard Systems and Taylor UK will be operating with reduced capacity over the coming weeks and our goal is to provide support to our customers wherever we can whilst maintaining the recommended social distancing measures.

Our Sales Office will be open as normal, albeit with reduced capacity, should you have any questions regarding any outstanding orders, and can advise on products and equipment availability should you wish start planning for the future.

The Taylor UK Service & Support Centre and Hubbard Systems Technical Advice lines will be open as normal, again on a reduced capacity. We will be just a phone call away, providing over the phone technical advice and assistance to customers wherever possible throughout these trying times. Our parts departments will be open and ready to dispatch any self-fit spare parts and consumables which you may need throughout this period.

Thank you for your ongoing business, understanding and support during these unprecedented times.

The Directors,

HTG Trading Ltd


Coronavirus outbreak: Customer Statement 16/03/2020

With COVID-19 dominating the headlines daily, we would like to reassure you that HTG Trading Ltd (Hubbard Systems & Taylor UK) is continually monitoring this fast-moving event and following all available advice from the World Health Organisation and Public Health England.

As you would expect, we are taking this matter extremely seriously. 

Our overriding aim is to continue to support our customers, their businesses and our suppliers, without jeopardising the health and safety of our own staff.

What is HTG Trading doing?

Our primary objectives are to protect the people we work with – colleagues, customers and suppliers – and maintain a consistent supply to our valued customers.

We are monitoring the situation closely and we have an experienced team drawn from across all areas of the business who are speaking regularly to monitor developments and react accordingly.

As is normal business practice, we are following the UK government guidelines and will adjust our response accordingly, and we will let you know if we make changes.

Product Supply

  • We are not currently facing any major shortages on key product lines or spare parts. But as the situation develops, we may experience supply disruption, especially to bespoke, custom or unique ‘one-off’ orders, or equipment which is manufactured by our suppliers located in Italy
  • We will endeavour to import, deliver, install and commission any equipment currently on order, and any future orders, wherever possible whilst maintaining the safety and security of HTG Trading employees, our customers and any third party suppliers which form part of our supply chain
  • While our equipment stocks remain stable, we are in constant contact with our suppliers so that if the situation changes, additional stock or alternatives can be delivered as required
  • We will appreciate your understanding should the delivery, installation or commissioning of your equipment be delayed due to Covid-19 related disruption

People

Our colleague and customer safety is our highest priority.

  • Across HTG Trading’s business we have issued advice to all colleagues highlighting the importance of good hygiene, in particular hand washing. All drivers have been issued with hand sanitiser and in addition we have increased the number of sanitiser dispense locations in all our offices
  • All colleagues have been alerted to the symptoms of coronavirus and what to look out for. In the unfortunate event that any of our colleagues are unable to come into work due to illness we have also confirmed our sick pay policy, how to log their illness, medical advice and any escalation procedures required
  • We have a policy in place to deal with the implications of a positive test for COVID-19
  • For your reassurance visitors and delivery drivers coming onto our warehousing sites have been asked to confirm that they have not been in high risk areas in the last 14 days. Those visitors who feel unable to sign are being instructed not to enter the site. No unscheduled visitors are permitted on HTG Trading sites without an appointment

Travel

  • We have suspended non-essential international business travel. In line with Government advice, colleagues, suppliers and other visitors who have travelled within any of the high-risk areas are not allowed on site. This includes the recently extended zones
  • Travel between customers to undertake deliveries, installation and commissioning remains essential and we will continue to follow government advice. If the situation changes, we will discuss with customers the best way to for fill our obligations as the situation evolves

Customers

We will always do our best to support all customers.

  • Please make contact with your account manager or our sales offices if you would like to discuss any changes to your delivery, installation or commissioning arrangements
  • If you work for a company that owns or manages multiple sites, it would be helpful to know a single point of contact so that our representatives know who to contact as the situation develops/changes
  • In the event that you have to close your site and you have an order outstanding, please ensure you cancel outstanding orders in a timely fashion

 Contingency plans

We have a business continuity plan for all locations and if we have to implement it we will try to mitigate the issues.

  • If the situation escalates, there will inevitably be some disruption, but we will do our best to minimise this. Many of our customers have already said they are happy to be flexible on delivery, installation and commissioning, if this were to be the case, we would ask other customers to do the same

We are keeping our customer-facing colleagues informed, and if you have any questions please contact your account manager in the usual way.

We are committed to keeping our customers informed and will update our guidance as required.

Thank you for your ongoing business, understanding and support during these unprecedented times.

The Directors,

HTG Trading Ltd

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