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Incom-CNS coronavirus measures

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*This page will be updated frequently*

Tuesday 17th March

From today, we have further reduced the number of team members working from Clarendon House and our home working plan is going well. Our Service team has noted an overall increase in tickets, primarily from customers having to change their working practices in response to the COVID-19 outbreak, and our remote team is coping well with the workload.

Engineer site visits are still being carried out, where necessary, following checks regarding cases of COVID-19, as before.

We continue to monitor government announcements and advice and will amend our measures accordingly and update this page frequently.

Monday 16th March

Following the updated government advice (16/03/2020) regarding the coronavirus outbreak in the UK, we have implemented additional changes to our working practices:

As of Tuesday 17th March, there will be a further reduction in the number of team members working from head office in Manchester. All other personnel will operate from home for the foreseeable future.

We have provided our team with the latest guidelines regarding self-isolation. At present, no members of our team are displaying symptoms that would require them to self-isolate.

Additional advice to the team has been updated as follows:

  • Reduce the amount of travel using public transport
  • Stop unnecessary travel
  • Utilise conferencing, video and collaboration tools where possible, rather than attending meetings
  • Stop handshakes

Before we attend any site visits, our service team are first checking with customers whether they have had any known cases of coronavirus in their premises or if anyone is displaying symptoms including a high temperature and/or a new and continuous cough.

Friday 13th March

Following yesterday’s government announcement regarding coronavirus and the move to the ‘Delay Phase’ of their plan to minimise the impact of the outbreak in the UK, we have implemented the following:

The board has taken the decision to introduce social distancing, where possible, within our company, by dispersing many of those who normally work from Clarendon House and enabling them to work from home for the time being. A skeleton staff will remain in place at Clarendon House, maintaining the recommended distance of 2 metres between each other.

Although government advice is currently ‘business as usual’ (despite the move to Delay Phase) we believe this proactive move will help to keep our team safer and minimise the impact on our customers and the wider business. Due to our industry and expertise, we have been able to implement the necessary technical changes to enable home working across departments.

We have advised all our team members to:

  • Reduce the amount of travel using public transport
  • Utilise conferencing, video and collaboration tools where possible, rather than attending meetings
  • Stop handshakes

Before we attend any site visits, our service team are checking with customers if:

  • There have been any cases of coronavirus on their premises
  • Anyone onsite has been in contact with someone who has tested positive for coronavirus
  • If anyone onsite is displaying flu-like symptoms
  • If anyone onsite has recently returned from Wuhan city and Hubei Province (China), Iran, Daegu or Cheongdo (South Korea), or areas of Northern Italy under containment measures

We have provided our team with the latest guidelines regarding self-isolation. At present, no members of our team are displaying symptoms that would require them to self-isolate.

Thursday 12th March

Many organisations are understandably concerned about the potential impact on their business as circumstances continue to change with regards to the outbreak of the coronavirus (COVID-19) in the UK. We wish to offer reassurance to all customers that we have our own comprehensive business continuity plan in place and will continue to provide full service and support.

What we’re doing

As we look set to enter a period of social distancing, our teams are already fully prepared to operate remotely, as necessary. Our Cloud based, customer service systems can be accessed from anywhere by authorised personnel; we operate mobility software for our voice communications and secure collaborative software to share data. Our core teams of Service Desk, Technical Support, Provisioning, Finance & Account Management will continue to operate as usual and provide support to our customers. Out of hours support will also continue as per current agreements.

Over 75% of our customers’ solutions can be accessed remotely and are managed and maintained in this way on a regular basis, minimising the need for physical, onsite visits. In line with guidance from the UK Government on the prevention of the spread of viral infection, we are revising safety procedures for our engineering teams where visits to customer premises are required. we are working on safety procedures to protect our customers and our team. Virtual meetings will be encouraged wherever possible.

We have provided our team with the latest guidelines regarding self-isolation. At present, no members of our team are displaying symptoms that would require them to self-isolate.

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