COVID-19 and your fuel supply: customer FAQ

As one of the UK’s leading heating oil suppliers, we want to reassure you that we’re working really hard to keep you safe and warm during these unprecedented times.

We’ve put a range of measures in place to ensure we can continue to look after our customers with safe and reliable fuel deliveries.

Our priorities continue to be:

Keeping our customers, our colleagues and our suppliers safe

Ensuring that homes are kept topped up with fuel

Prioritising the needs of our vulnerable customers

Supporting the essential and emergency services

Here we answer customers’ most frequently asked questions around how we’re adapting, supporting and delivering during this time.

Are you still delivering fuel?
Yes. We can reassure you that we are taking Coronavirus / COVID-19 extremely seriously and following the latest UK government advice and the new restrictions coming into place on the 5th November, we are pleased to advise that remain fully open for business with no current disruptions.

Fuel and oil distribution is classed as an essential service under Government guidelines, and therefore we remain fully operational. Our strong supply chain means we are able to assure supply of fuel to our domestic customers as well as our commercial customers.

What measures has taken to protect customers and its workforce?
Our key priority remains the health, safety and wellbeing of our customers, teams and suppliers. We continually review our health, safety and wellbeing policies as well as our business continuity plans and revise appropriately as the situation and/or Government guidance and measures change.

To keep our customers safe, we have taken additional measures to protect our drivers’ safety and to ensure you get your fuel and boiler serviced safely.

All our drivers, are equipped with appropriate personal protective equipment (PPE). They will keep a distance of 2 meters or more when they come to deliver your fuel, and rather than asking you to sign anything on completion, our fuel deliveries are now contactless.

Our heating services engineers are also following robust safety measures when they come to your home to service or fix your boiler.
1. When we call you or you call us about a delivery or service, we’ll ask if anyone in your home is in the ‘at risk’ group, and make sure nobody has any symptoms of Coronavirus.
2. We will also call you on arrival to check your wellbeing discuss any aspect of work, and always stay two metres apart – or more if possible.
3. We wear fully-disposable PPE.
4. We always sanitise our hands before we enter our vehicle and between visits.
5. We maintain a totally contactless service – so there’s no need to sign anything on completion of the job.

If any members of our team are showing symptoms of Coronavirus, they will not be in work for the appropriate length of quarantine, and they will not visit your home for a fuel delivery or boiler service.

Will’s fuel supply be disrupted?
At we’ve got a strong business continuity plan in place, to protect our customers from any disruptions in the fuel supply.

As the coronavirus situation is constantly changing, we’ve been updating our plans to reflect the latest UK and Welsh Government advice. We’ve also been making sure our nationwide network of depots is always ready to adapt to any changes, so we can carry on delivering the highest levels of service to customers like you.

Where can I find the latest updates?
As the Covid-19 situation is ever-changing, we are constantly reviewing our plans and policies in line with government advice. We will tell you about the latest updates on these news pages on our website.

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