Update on COVID-19 Coronavirus and HIPPO waste collection
As we enter a second national lockdown, please be assured that HIPPO will continue to provide a waste collection service wherever it is safe to do so. We have been consistent in following advice from central government and Public Health England (PHE) and have reflected this within changes to our policies and processes.
If you order your HIPPOBAG online before 12pm on a working day, we aim to deliver it on the next working day (we work Monday-Friday - excluding Bank Holidays). Understandably, our Couriers are having to prioritise essential deliveries to the front-line services supporting the fight against Coronavirus so on occasions your HIPPOBAG may take a day or two longer to arrive – please don’t call us to check as you can be assured if you’ve ordered it, it’s on its way.
The HIPPOBAG service is predominantly a Contact Free Collection service and the Drivers of our craned vehicles have no requirement to meet or engage with customers.
We continue to deliver a high level of service to all our customers, however, like thousands of businesses across the UK in these unprecedented times, we have been adjusting our operation to meet the needs of our customers. By far the most collections are within just a couple of days of the booking having been made, and we aim to collect them all within 5 working days. Throughout this challenging period, a few collections have taken a little longer, but we will be in contact about any individual collections that are disrupted. Please bear with us at this time.
If you have notified us that you wish to be in attendance when we collect your HIPPOBAG then you will receive a call from us to fully understand your requirements and we will complete your collection, ensuring we conform to the recommendations of PHE.
MAN & VAN COLLECTIONS
For the benefit of both our customers and Drivers, we have introduced additional checks with our Man & Van service. We will call all customers prior to their collection to establish more detailed information regarding their household circumstances.
If you are not self-isolating as a result of showing symptoms of the Coronavirus then your collection will be completed.
If you are self-isolating as a result of showing symptoms, we will not be able to enter your property, so will discuss alternatives for your collection with you.
We are removing all waste from outside properties, as normal.
All Drivers are fully aware of their current responsibilities to inform HIPPO if they or a member of their household exhibit symptoms. At this time of year, these symptoms can get confused with seasonal colds, but this does require our drivers to self-isolate whilst they are tested for COVID-19, before a decision is made about when they can return to work. We are also fully supporting them in following guidance if they are contacted through NHS Test and Trace. Please remain assured we are in daily contact with all our drivers to confirm their situation and provide them with the information they need to carry out their roles safely. Over the next few months, this may affect the availability of our resource but we will do our best to minimise the impact to our service.
HIPPO HEAD OFFICE
Our Head Office is responding flexibly to the changing situation. Originally, our entire Team was working from home, supporting the delivery of our services to you. We have worked hard to comply with the Government guidance to ensure our office is COVID-19 Secure so since late July, colleagues from both our Contact Centre and Operations team have been able to return to the office. All our colleagues are in a position to revert to working from home should this be necessary to maintain the availability of support. Our website is fully operational and we are successfully taking bookings, payments and enquiries both online, and through our Contact Centre. HIPPO is open for business and we look forward to hearing from you.
If you have any questions at all about our collection service, check the FAQ section at the bottom of this page but if you can’t see the answer to your query on our website, please call our Contact Centre as usual on 0333 999 0 999.