Covid-19 – Special Arrangements

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Jan 20 2022

Covid-19 – Special Arrangements

UPDATED – January 2022

The Covid-19 pandemic has meant a whole series of temporary changes in the way we live, work and exercise. Retailers too have had to adapt in order to respond to this and to ensure that customers are still getting a great service but at the same time, we are all doing everything we can to reduce the risk from Covid-19.

The rules and regulations have changed over time and so what follows below is correct as at January 20th 2022. We will keep this page updated as and when things change.

Scotland & England

There are slightly different arrangements in place in both Scotland and England and so with the opening of our Bakewell store in January 2022, we have set out below the arrangements for both Edinburgh and Bakewell.

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Edinburgh (Scotland)

Risk Assessment

The Scottish Government have produced a really useful guidance ‘checklist’ for the retail sector which covers procedures for staff and customer safety and an operations checklist. We have used that checklist in preparing our own Risk Assessment (in respect of various measures to deal with the Coronavirus outbreak).

A copy of that Risk Assessment has been made available to all staff in line with our commitment to adopt the principles set out in the Joint Statement by the Scottish Government by the Scottish Government and Scottish TUC on Fair Work.

What it means for our Customers

Face Coverings

At the current time of writing, it is mandatory for everyone to wear a face covering when in the store. Please ensure that you wear a face covering at all times when you are in the store unless you have a medical exemption. We will be sensitive to the needs of those who are not able to wear a face covering for medical reasons.

When customers are in our store, all staff who may come into contact with customers will wear an appropriate face covering regardless of whether they are serving the customer(s) or not.

We will always support members of staff if they are ever in a position where they need to explain to a customer that it is mandatory to wear a face covering when indoors in a retail environment.

Cleaning

We have an enhanced cleaning procedure in operation during this time. Common areas and frequent touch points (such as handles and counter tops) are cleaned more frequently than normal. We have the appropriate cleaning products to carry out this task.

A hand sanitiser station is situated immediately inside the entrance of the store and customers are welcome to make use of that at any time.

We ask customers to pay by contactless card wherever possible. All of our card payment machines are contactless for this purpose.

We also ask that customers touch only those products they are intending to purchase and not to touch bikes at all unless under the supervision of a member of staff. This enables us to keep them clean and has an added safety benefit.

Physical Layout of the store – Distancing and barriers

We are somewhat constrained in how we manage the layout of the store because of the display of bikes and the stands on which they are sometimes placed. However, there is plenty of space overall to ensure no-one feels they are hemmed in or being put under undue risk.

We have put Perspex screens up at the sales counters (with a handy slot for the card machine as well as to pass through any documents) to give you and our staff added protection when paying for things.

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Bakewell (England)

Risk Assessment

The Scottish Government have produced a really useful guidance ‘checklist’ for the retail sector which covers procedures for staff and customer safety and an operations checklist. We have carried out a Risk Assessment of our Bakewell store in respect of various measures to deal with the Coronavirus outbreak. A copy of that Risk Assessment has been made available to all staff to give them the opportunity to comment and add any additional points.

What it means for our Customers

Face Coverings

At the current time of writing, it is mandatory for everyone to wear a face covering when in the store as England is currently under Plan B Restrictions. Please ensure that you wear a face covering at all times when you are in the store unless you have a medical exemption. We will be sensitive to the needs of those who are not able to wear a face covering for medical reasons.

When customers are in our store, all staff who may come into contact with customers will wear an appropriate face covering regardless of whether they are serving the customer(s) or not. We will always support members of staff if they are ever in a position where they need to explain to a customer that it is mandatory to wear a face covering when indoors in a retail environment.

However, the Government has announced that Plan B restrictions will be lifted from Thursday 27th January after which point it will not be a requirement to wear a face covering when you are in the store. If you still wish to do so, we will be respectful of that and we will support any staff who wish to continue to wear a mask whilst working in the store.

Cleaning

We have an enhanced cleaning procedure in operation during this time. Common areas and frequent touch points (such as handles and counter tops) are cleaned more frequently than normal. We have the appropriate cleaning products to carry out this task.

A hand sanitiser station is situated immediately inside the entrance of the store and customers are welcome to make use of that at any time.

We ask customers to pay by contactless card wherever possible. All of our card payment machines are contactless for this purpose.

We also ask that customers touch only those products they are intending to purchase and not to touch bikes at all unless under the supervision of a member of staff. This enables us to keep them clean and has an added safety benefit.

Physical Layout of the store – Distancing and barriers

We are somewhat constrained in how we manage the layout of the store because of the display of bikes and the stands on which they are sometimes placed. However, there is plenty of space overall to ensure no-one feels they are hemmed in or being put under undue risk.

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Click & Collect

With our new website, you will be able to buy items on line and arrange for them to be picked up via Click & Collect at either of our Edinburgh or Bakewell stores. This limits the amount of time you need to be in the store if you are simply purchasing small items so we would encourage customers to use the service wherever practical.

Summary

What has not changed through the Covid-19 pandemic (and never will) is our total focus on customer satisfaction. You can be assured of a warm welcome and a great experience despite the temporary modifications we have understandably had to make in how we go about delivering that great service right now!

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