Safety first and foremost

Worcester-Bosch's emergency protocol keeps engineers, installers and homeowners 100% Covid-safe...

L-R Ronnie McCormick, Gareth Dines, Field Service Engineers NI and Stephen Thornhill, Senior Field Service Engineer.

Worcester-Bosch, a leading manufacturer of high efficiency gas condensing boilers, made the health and safety of their engineers the utmost priority during the pandemic. Ray McClay, Regional Sales Manager for Worcester-Bosch explains, “Our covid-19 working protocol was very much in line with government guidelines. While our sales team had to work from home, our engineers being essential workers had to go out into the field. Ensuring their safety was paramount.

“PPE, sprays etc are continuously supplied to all our engineers, and when a customer books a call out our call centre checks if anyone in the house has covid-19, or been in touch with anyone who is self-isolating. Providing the house is covid-free the warranty call is then booked. The customer is then advised that when the engineer arrives they open the door and go directly to a room away from where the boiler is to let the engineers do their work.

“We’ve been committed to protecting our engineers, consumers and installers from the impact of covid. Thankfully, in Ireland, none of our team contacted covid and the engineers kept up all their daily calls.”

Boilers due a service during the pandemic were given a six-month extension window by Worcester-Bosch without damaging the warranty, allowing engineer to concentrate on attending emergency call-outs.

“We have a fantastic team of engineers on the ground who are all willing to go far and above the realms of their contract,” says Ray. “It’s not unknown that engineers take on emergency calls that come in after their working day ends, particularly if that call is from a vulnerable person.”

As well as their normal warranty work, the Worcester-Bosch engineers often take calls from installers requesting technical advice. “Many of our installers prefer to talk to our engineers directly, even though we have a very good technical service at Head Office, which is open six days a week. Our guys are happy to talk them through scenarios. They really are very good.”

Senior Engineer, Stephen Thornhill is based in Northern Ireland and is full of praise for the company support given to his team. “Worcester-Bosch has been fantastic; they’ve really stepped up to the mark,” he says. “We’ve got a really good team here – Mike Stewart looks after renewables and commercial for the whole of Ireland as well the domestic side when we get busy; in Northern Ireland, Ronnie McCormick and Gareth Dines are responsible for all gas, oil and LPG warranty and Andy Callaghan covers ROI.

“Our line managers have also been really supportive throughout. If we need any help, or extra PPE, there’s been no issue. The company has tried to ensure we have a really safe work environment to go into, and that the customer feels safe too.”

Andy Callaghan agrees. “I’ve been on my toes since the start of Covid, very busy. The great thing about Bosch is that their call centre makes sure we’re not walking into a house that has covid. They ensure the customers know how to let us just get on with the job, without interaction; although there’s always the one or two who likes to offer a cup of tea, which we have to reject of course.”

Ray concludes, “As Northern Ireland and Ireland gradually move out of the pandemic, Worcester-Bosch engineers will continue to deliver the excellent service delivered throughout the covid-19 restrictions.

“Obviously, we’ll proceed with caution and keep the good health and safety measures in place until we are completely out of this situation.”

For information contact, Ray McClay on T: +44 (0)7767 432 567 or John Savage
on +44 (0)7790 489573 or visit