In response to the continuing COVID-19 pandemic and as lockdown restrictions are being lifted, I write to update you on our operational activity, people and support services.
Service interruption at Sittingbourne
Our Sittingbourne Plant has been experiencing engineering challenges following the period of shutdown in March/April (as a result of the COVID-19 lockdown) and the switch to Natural Gypsum in April, which has resulted in reduced manufacturing productivity. Engineering work will continue in the coming months to improve consistency and output, with a planned engineering upgrade in October to bring the plan back to previous capacity.
This did not impact service levels in April, May or June given the low demand across the market, however regrettably this is now impacting service at July demand levels, resulting in our need to offer this communication to you.
As a result of this situation, allocation control will continue into August to best protect service performance to our customers.
As of 1st July, all our employees returned to work; for some this is remote working and for others it has been a move back to the offices (where safe to do so and in accordance with the Government’s recommendations). Our field sales teams are remote working in July and are preparing to recommence visiting customer premises and construction sites in August with up-weighted risk assessment systems in place to ensure the safety of our people and our customers remains top priority.
Normal service continues with lines open Monday to Friday between 0800 and 1730. The team can be contacted on 0800 521050 or for Eire 01 462 0739; alternatively our email address is firstname.lastname@example.org.
Normal technical webchat service continues and we are able to offer a quick response service on this platform that is available Monday to Friday between 0900 and 1700 on our website (www.knauf.co.uk). In addition to this our team continue to offer a quick response service to all technical and specification queries that are emailed to email@example.com.
Our showroom in Clerkenwell is open on a Tuesday and Thursday 11am – 3pm each week; our team of specification experts will be available to discuss any technical and design requirements you have.
To ensure the safety of all visitors and staff, we have introduced a number of measures including spaced seating, floor markings, sanitizer stations and thorough cleaning routines. The safety, health and wellbeing of our people, external stakeholders and customers is paramount to us every day.
We will continue to update you on any changes to our operation, but I would like to take this opportunity to thank you again for your support and understanding during these times.
Knauf UK & Ireland