Trents Drains Response to COVID-19

Dear Customer,

During this time of unprecedented uncertainty, all of us here at Trents are concerned about the safety and well-being of our families, colleagues, customers and partners. Our hearts are with those who have been affected personally by the outbreak of coronavirus (COVID-19) as well as the many communities around the world that are facing extreme measures in the attempt to slow its spread.

In today’s challenging environment, we want to provide you more information as to how we are securing our business and, in turn, yours.

Company Assurance for Customers

TRENTS business, support, and delivery teams have developed and documented Business Continuity Plans to respond to disruptive incidents, such as COVID-19, while safeguarding the health of our employees and minimizing the impact on the delivery of services to you.

TRENTS infrastructure and operations teams have put the following measures in place for all TRENTS employees:

  • Working Remotely: For the majority of teams, work can be conducted through remote connections, which enables teams to work off-site for most tasks. Employees who must be on-site are applying social distancing and hygiene protocols based on guidance from health authorities.
  • Safety On-Site: Where on-site work is required (for example, working in a retail outlet), staff who are on-site to accomplish specific tasks are spending only the minimum time required in locations. Additionally, teams have implemented rotating schedules to reduce the number of people in a single location and to separate individuals in common teams as much as possible. TRENTS have also sourced gloves and masks for the protection of on-site technicians if required.
  • Disinfection Protocols: Trained teams are available to administer specific disinfection protocols as required and are prepared to respond to any infections that may be identified.
  • Access: Trents Drain office is restricted to operational personnel only and following strict hygiene protocols until further notice.
  • Our Suppliers: TRENTS operations are supported by a number of strategic suppliers and we are in contact with all of them continually to ensure they apply comparable mitigation practices with their teams, while still maintaining service levels. For those who supply operational resources, we are focusing on scheduling and in-office practices to reduce the impact of any potential event. Finally, we are maintaining a database of updates and feedback from suppliers to ensure we can quickly locate and confirm documented information outlining the COVID-19 protocols and practices they are supporting.

Health & Safety First

Our call centre agents are asking a series of careful screening questions regarding each site before we dispatch an engineer. We ask that where possible, you also triage customer calls before passing a job to us so that you do not request a visit to a location where people are self-isolating.

Additionally, our engineers have been asked to take extra steps in assessing the risk on site, if anyone at site is either in self-isolation or has contracted Coronavirus. If this is the case, they have been instructed not to

proceed with any work and leave the site immediately, in line with our health and safety protocols. I hope this demonstrates we are doing everything we possibly can to best protect our people, our customers and our communities.

For TRENTS maintenance and support functions, we have business continuity plans in place that are activated on demand. All internal systems, tools, monitors, etc. are designed to allow for remote work. We have already activated these measures where possible with no disruption in service.

Company Guidance to Employees

TRENTS are, working in tandem with local crisis teams and health authorities, to coordinate all efforts around the COVID-19 situation and provide guidance to TRENTS staff.

Notable actions include but are not limited to:

  • Asking all employees to work remotely as much as possible, and wherever possible, TRENTS offices remain open.
  • Initiating split-team options and select staff segregation for business-critical roles/functions.
  • Announcing the cancellation or postponement of physical events planned for March and April and evaluating which events will be delivered as a virtual experience.
  • Restricting travel. Exceptions will be determined by TRENTS management in consultation with our customers and in accordance with government regulations.
  • Extending our mandate to conduct only business-critical travel through the end of April, which, as always, is subject to local regulatory guidance and restrictions.

We realize these are uncertain times as the world navigates this pandemic. TRENTS is fully committed to ensuring the health, safety, and well-being of our employees. This is our top priority in order to maintain the business continuity needed to provide the support and service customers rely on from TRENTS.

As this situation evolves, your TRENTS account team will proactively reach out if there is additional support we can provide. In the meantime, if you have any further questions about TRENTS’s response to COVID-19, please contact your account professional.


Louis Trent

Company Director

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